Upon arrival, we saw that the motel had workers on the roof. A new roof was being installed. We were tired and just wanted to rest but the room we were assigned was directly under the hammering. We asked whether we could be moved to another room but the response was that all rooms were reserved. We were told that the roofers would be back the next day but not "too early". In response to our question about what time they would return, we were told about 8 AM. Since we had reservations at Jewel Cave for the 12:40 PM tour, we had planned to sleep in. At 7:22 AM I was awakened by people walking on the roof directly above our room. The hammering started shortly thereafter and continued. We got up and left as soon as possible because we couldn't stand it any longer. When we checked out, my husband asked and received a 50% discount for the night's stay. The clerks at the motel were very nice but were not given the authority to refund reservation charges or move guests to other accomodations and when they called the motel managers, they were told they were not available. When I made the reservations, there were plenty of other rooms available at other motels. This motel should never have been open for business during the time the roof was being replaced. It pretty much ruined our visit to Custer, South Dakota.
I have no idea what it would take.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
We are sorry that this stay was less than satisfactory. Unfortunately it is never a good time to perform this type of maintenance, but it has to be done.
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We did make arrangements with the roofing company not to start work before 9 AM each day. For some reason a couple of them started early this particular day.
Our General Manager did instruct her front desk to offer to move this guest to a different room in addition to giving them a 50% discount. This guest declined the room move and checked out.
Customer satisfaction is something we take very seriously here at the Custer Super 8. This is evident by the good Trip Advisor scores as well as having achieved the "Pride of Super 8" award the last 10 years. Unfortunately, sometimes things happen that are beyond our control.
Thank you for understanding.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC