ComplaintsforRio Hotel & Casino

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ISSUE: Resort fee represented services that this business did not provide. This business refused to remove resort fees when I checked out early due to condition of hotel DISCUSSION: I booked this reservation in the summer and viewed the webpage of the hotel at that time. As an example the pool and spa are now closed but were represented as open when I booked my reservation (please see https://web.archive.org/web/XXXXXXXXXXXXXX/https://www.caesars.com/rio-las-vegas/things-to-do/voodoo-beach). The same is true of other facilities like the gym whose hours have been severely reduced from what was represented previously. Resort fees are represented to cover activities at the resort. The activities are not what was represented when I booked. Upon check out on 10.4.21 I spoke to the desk manager Jose ***** who refused to credit all the resort fees for services the hotel had no intention and/or capability to provide. REQUEST: I would like the three days of resort fees @39.68 each refunded.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2021/10/13) */ Hello, I would like to thank you for taking the time to express your comments concerning your visit. In reviewing the reservation, I see where the Front Desk Supervisor compensated one night resort fee due to the issues guest had on property. Our Resort Fee covers and is stated on the website, 2 complimentary WIFI access, 2 Fitness Center access and unlimited local phone calls. Our Fitness is open daily from 7a-6p which is standard across property. Pool Season ended October 3rd, 2021 which is also stated on the website. No further compensation will be given due to negligence on our behalf. Consumer Response /* (3000, 7, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the business responded to the wrong question and anyone that is from Vegas knows that pools don't close for any seasons there, what a joke. This business failed to provide evidence that they offered only the amenities they mention for the resort fee when they collected my reservation AND a deposit when I booked. What the marketing materials say now is irrelevant, they had my deposit and commitment. You already have my evidence that shows that the amenities offered when I booked were much more significant. This clearly shows that this business is acting in bad faith, changing marketing materials (website) after the fact and failing to provide amenities advertised previously without making it right. It is clear that I am entitled to a complete refund of resort fees and that is what I asked for. If the business was acting in good faith they would have immediately credited all the resort fees when I asked as it is obvious this resort is about to be torn down (i left 2 days early due to the conditions) and they only re-opened it to support their last convention. The reduced amenities paid with the resort fee are not an act of God but an act of capitalism; a business trying to squeeze every last dollar it can out of consumers like me that didn't perform enough due diligence before relying on deceptive marketing materials when making a booking decision. BBB please help me make this right and obtain this refund ... your were created to help promote better business practices and changing the amenities to be paid with extra fees after someone has committed and still charging the same fees as if this business were providing those amenities is not an acceptable business practice. Business Response /* (4000, 9, 2021/10/15) */ Hello, There will be no additional compensation provided. Thank you,

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at this hotel from the 17th of September til the 19th of September. Every employees customer service was terrible. The condition of the room was far from okay. The hot water didn't work the first two days, I tripped and fell over the duct tape that was on the floor to hold the carpet together, and the worst part was I found a little bag that appeared to have a white powder substance in it. The hotel sent security to get rid of it. The hotel refuses to let me speak to the hotel manager. Chris hung up on me when I called to follow up.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2021/09/25) */ Hello, First and foremost, I would like to extend our sincerest apologies and express our embarrassment of this situation. Rest assure this matter was looked into and being addressed to respective departments. After reviewing the reservation guest was compensation a total of $158.73 for the issues mentioned. Consumer Response /* (3000, 7, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe I should receive a FULL refund Business Response /* (4000, 9, 2021/10/01) */ Hello, For the issues mentioned, this will be all of the compensation given. Thank you, Vincent B******* Hotel Operations Manager

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rio hotel stay was 9/12 - 9/15. My family and I had 3 hotel room reserved for the Masquerade Tower, but somehow ended up with rooms ****, 1003 and 1009 in the Ipanema building. Initially we went back downstairs to hotel registration to report the issue to hotel staff and were told that they could not accommodate us the Masquarade Tower even though we initially reserved adjoining rooms in the Masquerade Tower. We were lead to believe that we were stuck with the rooms we had and that was that. Well, the rooms were in horrible condition, not only were they dusty, the carpets were filthy, the tub in room **** drained so slow that it was useless for taking showers, the sofas smelled, and all the beds in all the rooms were sunken in. Needless to say that we all have sore lower back aches and pains from the crappy mattresses. The mattresses need to be thrown out as they will most definitely cause future guest pain and discomfort. I am also requesting that hotel confirmation #***** be refunded

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2021/09/25) */ Contact Name and Title: Vincent B.- Hotel Manager Contact Phone: XXXXXXXXXX Contact Email: *********@caesars.com Hello, Guest can request for the room type or location they desire to be in. However it is simply a request and unfortunately at the time of check-in we could not honor. We try and honor every guest request and was not able to. We did provide guest with the same room type and accommodations. Guest never made any notations of issues sought to have so that they could rectified. We will not refund for this reservation. As a gesture of good will, I will take care of 1 night resort fee. Guest can expect a refund back to the card used on the reservations in 3-5 business days.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After checking into The Rio Hotel Casino @ 6PM on September 12, 2021 via the hotel kiosk, I was notified that my room was not ready and they would email me when it was. I stayed at the casino until 9 PM watching football. it has been 14 hours and NO EMAIL NOTIFICATION. My evening medications were in my luggage along with a dress for dinner reservations. I did not feel comfortable stripping down in the ladies restroom to change into my dress and then dig around in my luggage for my medications so I am a local and I left the property to get my medications. Still no email. I have notified ********* for a refund and Chris (on the phone for one hour) notified a Mr James at the front desk and a Miss **** in wholesale dept and they said that I left the property and they would not refund the first night. Now I waited for an email and it did not come that it was ready. they said that they would refund the 2nd night. I need the first night refunded to me. I did nothing wrong.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2021/09/14) */ Hello ******, I am sorry to hear of your experience at Rio Las Vegas. We do show that this was handled today by the property with the remaining nights (outside of the first) not being charged. We regret that you did not receive our call when you room was ready, however the room was held for you for the night as such the first nights charge remains. Yours truly, Tara Consumer Response /* (2000, 7, 2021/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I AM STILL AWAITING THE TEXT OR EMAIL THAT MY ROOM IS READY!!!!!!! You misrepresentation of our GREAT CITYENTERTAINMENT CAPITAL OF THE WORLD with your poor customer service is terrible.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I stayed at Rio hotel & Casino from 08/04/2021 thru 08/14/2021 at a price Hotel 752.00 & resort fee of 396.80. I had a reservation that was made several weeks earlier. I was to have a deluxe king size bed on the 12th floor where my brothers were staying. Instead my room was dirty & not ready. so they put me on the 11th floor at the end of the hall, the farthest room from the elevator. On the way to my room the carpet was cut like it was to be replaced, but wasn't. I was given 2 full size beds instead of the king. I had to go several days without my bed changed.I was given fresh towels 2 times ( upon my asking) I ran out of toilet paper & had to contact housekeeping by phone & was brought tissue about 30 min later. Shower on about the 4th day was Luke warm, then turned cold & after a while finally turned hot. I was put in a room that was at least 100 yds from the ice machine, & the elevator was the length of a football field.Concierge never contacted me. I was never told of any amenitie

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/08/18) */ Hello, Guest booked thru a 3rd party vendor, where we guarantee a room and cannot always guarantee the room type request. Upon check-in guest was advised that he will be placed in 2 queen beds and guest accepted it at the time of check-in. Unfortunately we cannot guarantee a room placement. If guest request a specific floor or room, we do our absolute best to honor guest request and during the time of check-in we unfortunately did not have the availability to place guest on the same floor as their traveling companion. I do not see any notes where guest informed us of any water issues as we could have had our facilities team rectify the issue then. As a gesture of good will, I will take care of 4 nights resort fees in the amount $158.72. The refund will reflect back on the **** card used on the reservation in 3-5 business days. Thank you, Vincent B******* Hotel Operations Manager Consumer Response /* (2000, 7, 2021/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩