ComplaintsforRio Hotel & Casino

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at ******* hotel from oct ***** The room was ***** infested, none of the casino slots were working the pool which was advertised to be open until end of october was closed and the worst part was during day and night there was constant banging, drilling, noises due to renovation almost 24 hrs a day we were unable to get the sleep we need! We stayed at room **** when called reception/front desk we were told only managers can solve the issues and to find a manager because they do not answer phones. Nobody cared to come to our room or apologize or give us alternatives

  Business response

  10/23/2023

  Hello *****,

  Thank you for contacting Caesars Entertainment. We appreciate you taking the time to share your experience. The Rio is no longer part of the Caesars family, and we no longer have access to Rio reservations. You will need to reach out to Dreamscape at ************ for questions and concerns.

  Kind regards,

  ********

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel for Rio on 10/2/2023 using the suggested site of Caesars Reward and opted to not use other online sites (ie expedia, etc) as I knew I would need some better flexibility in adjusting dates. Caesar Rewards excepted my Reservation and gave me a log on ( the log on and reservation both no longer exist and I can't log in, change or cancel) On 10/5/2023, I wanted to adjust my reservation. This has not been possible. I have gotten nothing but a run around about this reservation from both the Rio and Caesars. I have invested over 4 hours in this issue. After much frustration, I now understand that the Rio is no longer using ****** as a booking agency. Unfortunately, they don't have my reservation and neither does Caesars. Neither can tell me if the reservation is cancelled by the system or if my credit card will be charged (as I no longer want to stay with either property) This is my bigger concern- If I don't cancel- my credit card is charged. This is unlikely to be only affecting me and my reservation. This issue should have been handled with direct communication about the change via email or other forms of communication-(IE: Your reservation and Credit card have both been updated to reflect that Caesars can no longer process reservation for Rio. Please directly contact Rio. ) This had not and did not happen. The solution that was offered was very underwhelming. I was told I need to contact my credit card company to dispute any charges. This is the way the call center directed the solution to the above situation... Just dispute the charges..... No other pro-active or preventative solutions. Thank you for helping address this manner prior to it creating more obstacles for others and the banking systems. *************************

  Business response

  10/23/2023

  Hello ****,

  Thank you for contacting Caesars Entertainment. We appreciate you taking the time to share your experience with us. The Rio is no longer part of the Caesars family, and we no longer have access to Rio reservations. You will need to reach out to Dreamscape at ************ for questions and concerns.

  Kind regards,

  ********

  Business response

  11/07/2023

  Hello **********************,

  I do not see your reservation in our system at all. Which date were you scheduled to arrive? Please contact me and I can get more details to make sure we cancel your reservation. I apologize for the inconvenience this has caused you.

  *******************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hotel ref: YAC/20384493 We stayed at the Rio 1st Oct 2023 until 7th Oct 2023 and throughout the entire stay the casino was down. All of the machines were not working and the pool was not open. Not to mention the main tower where we had booked to stay was not open and the hotel wasnt even lit up at night and was empty all week. On checkout I was charged around $520 in resort fees even though nothing in the resort was active throughout my entire stay. So what exactly have I paid for? On top of the already expensive cost to book the hotel in the first place.I would like the whole resort fee refunded ASAP please. Unacceptable to charge this while the whole place is basically out of action.The hotels transition of ownership is not the guests problem.

  Business response

  10/23/2023

  Hello ****,

  Thank you for contacting Caesars Entertainment. We appreciate you taking the time to share your experience with us. The Rio is no longer part of the Caesars family, and we no longer have access to Rio reservations. However,for the day you did stay under Caesars Entertainment we were able to remove 1 nights resort fee in the amount of $45.30. For the remaining nights, you will need to reach out to Dreamscape at ************ for questions and concerns.

  Kind regards,

  ********

  Customer response

  10/25/2023

  I am not satisfied with a refund of one nights resort fees. The entire hotel was literally shut down during the entirety of our stay so the resort fees have paid for the use of nothing.

  We also had to stay in the wrong building as the other building was not open. This was not the room we paid for.

  There was also heavy construction occurring right above/beside us from 5am onwards every single morning banging and drilling.

  I was also made to pay a separate 90 deposit on arrival which I was assured on checkout that I would receive back in my account within 5 days - This has not been received. Please transfer this ASAP.

  I also expect a further refund on the resort fees due to the above issues sustained. The hotel was not in a position to have guests whatsoever.

  Customer response

  10/25/2023

   
  Complaint: 20718668
  
  I am rejecting this response because:
  

  I am not satisfied with a refund of one nights resort fees. The entire hotel was literally shut down during the entirety of our stay so the resort fees have paid for the use of nothing.

  We also had to stay in the wrong building as the other building was not open. This was not the room we paid for.

  There was also heavy construction occurring right above/beside us from 5am onwards every single morning banging and drilling.

  I was also made to pay a separate 90 deposit on arrival which I was assured on checkout that I would receive back in my account within 5 days - This has not been received. Please transfer this ASAP.

  I also expect a further refund on the resort fees due to the above issues sustained. The hotel was not in a position to have guests whatsoever.

  
  Sincerely,
  
  ***************************

  Business response

  10/26/2023

  Thank you for staying with us on your most recent visit to *** Vegas. I am sorry to hear your experience fell so short and I appreciate you taking the time to share your feedback with us, both with our team and through your online review. We are under new ownership of the property and we have begun an extensive renovation of the guest rooms, casino, and more.  Besides the physical appearance, we have high standards for service levels and it appears we have fallen short. I have shared your concerns with the team and we will be refunding you for your reservation. The refund can take **** business days depending on your bank. While the transformation will take over ************************************* the next time you plan to visit Las Vegas. I look forward to having the opportunity to welcome you back. 

  Business response

  10/26/2023

  I am going to refund this guest. We do not have his credit card number on file nor any of his contact information. I can be reached at *************************** or ***********

  Customer response

  10/27/2023

  I accept the full refund which the hotel is offering. 
  

  They do have my bank details as they have already sent 36 to me to refund one nights worth of resort fee.

  Please Advise them to use the same bank details for this transaction.

  Many thanks

  Customer response

  10/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I accept the full refund which the hotel is offering. 
  

  They do have my bank details as they have already sent 36 to me to refund one nights worth of resort fee.

  Please Advise them to use the same bank details for this transaction.

  Many thanks

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are first time visiting Las Vegas. I had my hotel booked with my flight. We waited in line for an hour and a half and talked to people who waited 3 hours last night in line only to get two twin beds on their anniversary. This is unacceptable. These people in line could have been spending their time gambling! You have lost lots of money! No one is going to come back and stay here. I met two couples. One from Tahiti and other from ******. You only get one time to make a first impression. We live in ****** but we will never stay here again

  Business response

  10/23/2023

  Hello *******,

  Thank you for contacting Caesars Entertainment. We appreciate you taking the time to share your experience with us. In order to better assist you, please provide the name listed on the reservation. Once we have this information, we will be happy to further assist you.

  Kind regards,

  ********

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked one night (09.19.23-09.20.23) through edreams. I paid 20.75$ and had to wait in line for 3 hours. This resulted in me not being able to visit Vegas. I would like a refund.

  Business response

  10/23/2023

  Hello *******,

  Thank you for contacting Caesars Entertainment. We appreciate you taking the time to share your experience with us. The Rio is no longer part of the Caesars family, and we no longer have access to Rio reservations. However,for the dates you did stay under Caesars Entertainment we were able to remove 1 nights resort fee in the amount of $45.30. Since your room was booked through a 3rd party your would have to request the refund for the room through the 3rd party retailer. 

  Kind regards,

  ********

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Many things occurred in my stay! Check in I was told Im addition to what I already paid to book room the total would be $56 for the $5 upgrade and resort fee . Room was a joke! Old and not to mention dirty towels in the counter Wth a clogged drain. Sunday the security wouldnt let my 8 year old and 16 year old daughters up so I had to Uber back from where I was! I went to tje from desk where they had a manager follow to complain about the security! I was told the resort fee would be waived for I Conveniance. Now I have not only the $56 charge but another one of $73 that I didnt authorize and when I call billing they cant tell me why those charges were made! This hotel is a scam! Not to mention the bites we got from the dirty beds

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stayed 2 nights 8/17-8/19,One if not the worst hotel experience I HAVE HAD. Room smelled and dirty, hair in bath tub/shower. Curtains did not work. We booked this based on the website and amenities offered. When we checked in we were told several restaurants were closed , club was closed and only 1 pool open. we still tried to make the best of our honeymoon. The pool furniture was dirty and moldy. we had to walk a half mile to get a drink and towels to use by the pool. And on top of all of this; we were charged an additional $500 for deep cleaning fee. So all together $700!!! $200 for deposit and an additional $500. we did not smoke in the room at all. It could have been the construction workers up and down the hall smoking. Now I have been calling for 3 days since the charge hit my card and absolutely nobody will help or even talk to me. I keep getting transferred from person to person. The worst customer service I have ever had! WAY TO START MY MARRAIGE OUT!

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently stayed at the Rio Hotel and Suites, August 3-7, 2023. I am a ************ member. I was in Room ***** in the Rio Hotel. Prior to my arriving at the hotel, I stopped at Albertsons Grocery store in Las Vegas to purchase bottled water, a few soft drinks, a few snacks, and two prescriptions of medicine. I loaded my groceries into two shopping bags. When I arrived at the hotel in a taxi on Wednesday afternoon, the valet staff came out to welcome me. They asked me if they could help me with my luggage. I said yes, and they loaded my luggage and 2 shopping bags of groceries onto a cart. They then explained that it was hotel policy to charge $40 per bag of groceries, and that since I had two bags of groceries, I had to pay them $80. I said I would take care of that at the front desk check-in. But they told me "no," and insisted that I had to pay them directly in cash. Their request seemed unusual, but as this was my first time staying at the Rio, I just went along with it. I paid the valet staff $80 as requested. I have since spoken with several competitors - the ********* and the Excalibur - and they have told me that I was scammed by the valet staff at the Rio Hotel. I am filing this complaint with you. This scam by the valet staff of $80 is totally unacceptable. I demand a refund of my $80 or an adjustment to my bill, and I insist that those in the valet staff who were scamming me be fired or disciplined. This is TOTALLY WRONG.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I booked a stay at ******* for 8/6 - 8/10. I checked my credit card account today and noticed a charge from ******* for $181.20. When i called to inquire about the charge, i was told it is a nightly resort fee of $39.95. At no time was I told about a "resort fee," which when you do the math ends up being $45.30/night. When I arrived to the hotel, I went to the self-service check-in kiosk, only to be told I would have to see an associate to check in. After waiting in line for a little over an hour I was finally able to speak with someone, who told me that they did not have the King ********************** that I had reserved, so they were putting me in a double. I requested a King for a reason, and saw no reimbursement for this. During check-in, there was still no mention of a resort fee. I'm not sure what fee this covered considering half of the businesses were closed, the water in the shower wouldn't stop dripping, the carpets were dingy and smelled, and the couch looked like it came from the set of the Hangover, with cigarette ***** in it. I have left a review on the hotel and plan to dispute all charges if this "resort fee" is not refunded in FULL.

  Business response

  08/17/2023

  Hello,

  Thank your for contacting the Rio. We appreciate you taking the time to write and bring all these concerns to our attention.  On behalf of the whole team here, please accept our sincere apology for all the issues you experienced during your recent stay with us. I am very surprised and disappointed reading your comments. It is clear we failed to meet your expectations on many levels, therefore I completely understand your frustrations with the whole experience.  
  
  Not that this will rectify any of our shortcomings, but I went ahead and refunded 1 nights resort fee in the amount of $45.30. I truly feel awful about this whole situation. We will do our best to improve our overall service levels, property wide.

  Kind regards,

  ********

  Customer response

  08/31/2023

  I missed the original response from the business, but to answer, NO, I'm not satisfied with one night refund. It should be the FULL amount. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked our stay through Air Canada Vacations for a 9 night stay July 20.This was our first visit to Vegas and my family and I were extremely excited. Unfortunately we were left feeling very negative about our experience at the Rio.Our flight was delayed so it was around 1am when we arrived to check in. I had called ahead to let them know we were late. We were shocked to find we had to wait in line for an hour!Finally checked in we made it to our room to find it nothing like the photos. ****** & beaten up the room was not the premium suite we expected. It didnt even have enough pillows or towels for 4 people.We had no housekeeping for 2 days and had to call to find out why. Then they only made one of the beds???The pool area was shabby with many broken sun loungers.On Tuesday 25 our rental car (along with at least 6 others) was broken into in the hotel parking lot. We had to search for security who basically just took a report which we did not receive a copy of. No other help or assistance was offered. When I spoke with the security team who block the elevator at night they just shrugged and said they have been telling management about that for years. Various other staff members we tried to talk to also brushed it off like it is a common occurrence. How can you treat guests like criminals going through metal detectors and bag searches at the pool but not keep the parking area safe.I spoke to guest services who again were very dismissive of our concerns and upset but told a manager would call me within 24 hours.I have heard NOTHING.When we got home I am absolutely angry to find out that they also did not remove the security deposit. I reached out through social media and was told to send a request though a link to corporate and again have heard NOTHING.Our relaxing family vacation was anything but. I am upset by all the issues and extremely angry that no one will respond to my issues either while there or since our return.

  Business response

  08/11/2023

  Hello,

  Please inform the guest that we will compensate the guests resort fees from their previous reservation. Thank you.

  Customer response

  08/11/2023

  I received their response and please find attached the evidence of the amount we were charged by the Rio. $825.83

  I would have liked an apology but appreciate their prompt reply.

  Please pass on that a refund can still be made to the card number they have on file (I just checked with the bank) but I have since been issued a new card number which is showing on the attached file.

  As soon as I have received the amount refunded I will accept and close the complaint.

  I truly appreciate your help in this matter.

  Regards

  ***************************

  Customer response

  08/14/2023

   
  Complaint: 20450375
  
  I am rejecting this response because:
  

  I received their response and please find attached the evidence of the amount we were charged by the Rio. $825.83

  I would have liked an apology but appreciate their prompt reply.

  Please pass on that a refund can still be made to the card number they have on file (I just checked with the bank) but I have since been issued a new card number which is showing on the attached file.

  As soon as I have received the amount refunded I will accept and close the complaint.

  I truly appreciate your help in this matter.

  Regards

  ***************************

  
  Sincerely,
  
  ***************************

  Customer response

  08/18/2023

  Last week I sent through the document showing the amount that had been charged to my card by the Rio This was the fees and security deposit (which we were told at check in was only a hold)

  I have not yet received the refund of these fees that they had stated they would do.

  Please can you advise when I can expect them to issue said refund?

   

   

  Business response

  08/21/2023

  Good Evening,

  Rio All-Suite Hotel & Casino refunded a total of $607.70 to the card used for stay dates of 07/20-07/29/2023. There was an amount of $200 refunded on 07/29/23 and an additional amount of $407.70 refunded on 08/11/23.

  Both the refund amounts combined total $607.70 that have been reimbursed.

  Kind Regards, 

  Rio All-Suite Hotel & Casino 

  Customer response

  10/07/2023

  I have never received the $200 refund they said was issues on July 29th.

  I have been in touch with **** and they have no record of the refund in question.

  i Would like the Rio to send proof that they refunded the $200 on July 29 so I can refer this back again to Visa.

  Customer response

  10/11/2023

  I have never received the $200 refund they said was issues on July 29th.
  I have been in touch with **** and they have no record of the refund in question and are asking for evidence.

  I require the Rio to send proof that they refunded the $200 on July 29 such as a receipt showing transaction/authorisation number so I can refer this back again to **** to get my refund.

  Business response

  11/15/2023

  Hello ******************,

  I am so sorry to hear about the billing dispute that you've been having with ******** entertainment regarding your stay at Rio Las Vegas. As of October 2, 2023 ******** entertainment is no longer the owner of Rio Las Vegas. In order to get your refund from ******** you will need to contact ******************************************** or ******************************** or call ************.

  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩