Comfort Suites Hotel & Convention Center in Rapid

Do NOT stay at Comfort Suites Conference Center Rapid City, 1333 North Elk Vale Road in Rapid City, SD. I checked in with my family last Friday, 12/2/26. After setting down my bags, I turned on the restroom light and saw a large cockroach walking across the floor. It stopped when the light came on. We killed it, took it to the front desk, and asked for a refund. The clerk said the manager was away for the weekend and couldn’t help, but offered to move us. The next room wasn’t clean either, there was hard candy on the rug. By then we were upset and uncomfortable, and had posted a Google review. Traci Allen, the general manager, emailed me Monday, 12/5/26, saying she’d look into it and check whether a bad review had been left. If not, she could refund the full stay. After seeing that email, we deleted the review so we could get a refund. Four days passed without one, so I called around 8 a.m. on 12/8/25. Traci answered. She said she couldn’t refund me because a bad review had been posted. I told her it was deleted Monday after her email, and that finding a cockroach wasn’t our fault and no one had helped us. She said finding one wasn’t their fault either, blamed a previous guest, and kept talking over and arguing with me. I said there was no reason to argue with me at 8 in the morning. She was hostile and seemed more interested in blaming others than helping. She was offended by the cockroach situation, but I was offended too: I booked two nights for my birthday weekend and no one helped me. The online photos made the rooms look clean, so I booked even though I’d never stayed there before. The problem happened, but I was met with attitude, and still have no refund. I didn’t know hotels, or this hotel, wouldn’t help if you leave a bad review, even when the room and service weren’t good.