Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I checked in on April 13 2025, accepted the offer to upgrade to a remodeled room, and assigned us to room 1849. We stayed at *** last year and the year before that and all went kind of well, some noise , but we are not complainers. On April 17 we checked out, and they charged us 350 dollars for smoking fee. WE are not smokers, we have health issues that prohibits smoking. I had a heart attack and open heart surgery, my wife had a stroke, so, we don't use any smoking or vaping devices. I stated this to ******** at the front desk, and she couldn't do anything about it, so I asked to see the manager.Manager **** , explained that it was a very small amount of smoke registered by something or someone, on April 15 at two o clock in the morning. There was NO smoking anytime on the 13-th,14-th 16-yh or 17-th of April, only on the 15-th at 2.00AM. We are old people we went to sleep every single night about ***** pm. Manager ****, was not very nice, or receptive, to my dispute of the hotels false and unfair, charge on me, but he promised to investigate.I offered him to provide myself and my wife, to any test they want to conduct, to prove that we are not smokers or talk to our doctors on the phone. ... He was NOT interested on any of that. Last Saturday , April 19, they posted a charge of $396.83 on my card, which is the normal amount. I assumed that they realized they are wrong. Today, April .22-nd they changed it to $ ******. That is WRONG!I dispute this 350 dollar bogus, unfair, made up charge. So much for loyalty to repeat customers!They should notice the heavy smoke and smell in the lobby by the reception where they are working.

  Business Response

  Date: 04/23/2025

  Dear Mr. ******************** you for choosing to return to Rio Las Vegas and being a loyal guest over the past few years. We sincerely appreciate your continued patronage and the time you took to share your recent experience.
  
  Weve taken the opportunity to carefully review the sensor report related to the $350 smoking fee assessed during your most recent stay from April 13 to April 17 in room 1849. We understand the concern and frustration this situation has caused, especially given the health challenges you and your wife have shared, and your clear statements regarding non-smoking.
  
  While the sensor data did indicate a minor trigger in the early hours of April 15, we recognize that this may have been an isolated and possibly misinterpreted incident. Given your longstanding history with us, and as a gesture of good faith, we will be refunding the $350 smoking fee in full. Please allow 5-7 business days for the refund to fully reflect on your bank account.
  
  Once again, we regret any distress this experience may have caused and sincerely hope this resolution restores your confidence in our commitment to fair and respectful treatment of all our guests. We hope that we can get another chance to provide you and your wife with a better experience at the property. With that said, I want to make sure that we can take good care of you both the next time you return. So, please feel free to contact me via my email at *********************************** where I can personally take care of you on your next trip.  

  
  Warm regards,
  

  ** ******
  Administrative Ops Manager
  Rio Las Vegas
  ************************************************************

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am scheduled to attend the ****************************** which is being held at ****************************** in Las Vegas. I used the official *** link to make my hotel reservation. I need to cancel the reservation because I can no longer attend the meeting. When I click on the link that the hotel sent to modify reservations, it does not take me anywhere. I have tried calling both the local and toll free numbers for the hotel and both hang up immediately. When I try to use the online code and reservations numbers offered in the reservation through the hotel's online reservation system, it doesn't recognize either of them. I need to cancel this room but the hotel is either blocking that or the link sent me to a scam reservation site. I need help remedying this and getting my university travel credit card reimbursed for the hotel hold charge.

  Business Response

  Date: 04/08/2025

  Dear *** *****, 

  Thank you for bringing this to our attention, and I sincerely apologize for the challenges you experienced while attempting to cancel your reservation.
  
  Please know that your reservation at Rio Las Vegas has been successfully canceled without any charges incurred (cancellation no. ******). We regret that we wont have the opportunity to welcome you during the ************************ Conference, but we hope to have the pleasure of hosting you in the future.
  
  Regarding the amount of $476.19 reflected on your university travel card this was an authorization hold only, not an actual charge. It should automatically be released by your financial institution within 5-business days, depending on their processing timeline.
  
  Thank you again for reaching out, and please dont hesitate to contact us should you have any additional questions or concerns.
  
  Kind regards,
  

  ** ******
  Administrative Ops Manager
  Rio Las Vegas
  ************************************************************

  Business Response

  Date: 04/09/2025

  The guest was trying to use the hotel website that does not recognize confirmations or booking numbers from other sites or portals which she used. The telephone number for the hotel is working even though there may be a hold time and does not hang up on guests. The guest disputed a charge, but the hotel did not charge the credit card for any amount.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed in the Rio Hotel and Casino check in was 3/27 - 3/30. My husband and I stayed in room ***** a non-smoking room. We are non smokers. We are being accused of smoking in our room solely based on a sensor placed in the room to detect smoke from cigarette, marijuana, vapes and or other smoking devices. On March 28 at 8:17am the sensor was triggered for smoking at that time I was blow drying my hair with my own blow dryer. My hair was wet as I had just showered. When blow drying my hair smoke does come out of my blow dryer. I am now being charged a fee of $350 for allegedly smoking. Manager provided me with the report that detected the smoke. The Manager or security refused to go up to the room to check it for cigarette or other smoking devices smoke with their excuse being that is the reason why a sensor is placed in the first place.

  Business Response

  Date: 04/02/2025

  Dear Mrs. ******************* you for choosing to stay at the Rio Las Vegas. We truly appreciate you and your husband selecting our property for your recent visit on March 27 to March 30.
  

  Weve carefully reviewed the report regarding the smoking fee assessed for your stay in room *****. After double-checking the sensor data, we understand that it indicated a potential smoking-related event on the morning of March 28. However, based on the information youve provided and considering that this may have been a one-off incident potentially triggered by the use of a personal blow dryer, we want to extend the benefit of the doubt.

  
  As a gesture of good faith, we will refund the $350 fee in full.
  

  We value your feedback and hope this resolution reflects our commitment to providing a fair and positive guest experience. If theres anything further we can assist you with, please dont hesitate to reach out.

  
  Warm regards,
  

  ** ******
  Administrative ***************************start="1067" data-end="1070"> Rio Las Vegas

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening ,I am to report that this evening I purchased (8.41pm) at THE SMASH BURGER a gluten free hamburger to eat in my room ( room n *****) as I have very serious problems with gluten intolerance.While eating the burger I realized that the bun bread was NOT gluten free but the is very normal .My husband immediately went to the **************** and tried to plare with the manager ( manager ******) who redacted the kitchen staff , and in response to the "mishap" was having another sandwich prepared.... Not understanding in the least the seriousness of this !As I write these lines ( 9:44 pm) , due to inattention and very little knowledge I risk serious health problems that could manifest in a few hours due to ingested ********* is unheard of that to the remonstrances and request for attention that my husband has tried to point out , for all response there has been a giggle of condescension and a total indifference to the effects that this incompetence affecting not only the food preparers but also the person in charge of the business.If I had been celiac I would be in the hospital by now because of Your service.I hope that the effects of having ingested gluten because of you will not be such as to prevent me from continuing my vacation without further difficulties , otherwise you will be held directly responsible for my state of health , a circumstance that I will assert in the appropriate fora to protect my health all related rights .I await yours .**** Lucia *********

  Business Response

  Date: 03/27/2025

  Dear *** *********,
  

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the distress and concern caused during your recent visit to Smashburger. We take dietary restrictions and food safety extremely seriously, and we deeply regret the experience you described.
  

  We understand the severity of gluten intolerance and how critical it is that food labeled as gluten-free is prepared with the utmost care and accuracy. Your feedback has been escalated to Smashburgers on-property management team, including the restaurants leadership. They have been made fully aware of your experience and will be reaching out to you directly to address your concerns.
  

  Please be assured that we are treating this matter with urgency and that it is being reviewed thoroughly. We regret that the initial response to your concern did not reflect the seriousness of the situation, and we are committed to ensuring that all food and beverage staff are reminded of the importance of handling dietary requirements with the appropriate level of attention and professionalism.
  

  We hope that you experience no further health complications and that your vacation can continue without disruption. Should you require any assistance from our team in the meantime, please dont hesitate to contact us directly. Your health, safety, and overall experience are of the highest importance to us.
  

  Warm regards,

  ** ******

  Administrative Operations Manager
  E. ************************************************************

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  Sincerely,
  
  **** Lucia *********

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stated in the ************************** in Las Vegas on March 8th-11th, 2025. My family also did. I paid a $200 deposit and resort fees of $50 per day when I arrived. I checked out on the 11th and was almost to the airport when I seen my checking account was negative $214.27. That made no sense to me because the way I use my account is I put all my money Im not using in my savings and transfer the money to checking to use for what I need as I go. So I look at it and the Rio had charged me twice on that day for $213.38 and $226.76. As I said my resort fee was $50 per day so if you add that up for 3 days it should be $150 plus tax. So I call and talk to somebody right away and she that I was charged for 6 days for some reason and that she would send a refund for 3 of the days charges. By the way with taxes, 3 days with taxes should only add up to $170.07. I know that because that is what I eventually got refunded. Anyways so I didnt really understand everything she was saying so I didnt put it together that that still at that time wouldnt even cover the full amount extra they have charged me. So I waited about 4 days never seen any money go back to my account. I called back and by the way every time you call them you sit on hold waiting for somebody to answer for a very long time every single time. Anyways so I called back and a woman took my name and heard my complaint and said okay hold on while I look over your account. Well I held..for TWO HOURS. She never got back on the line. I called and called that place after that with no answer that day. I called the next day and nobody ever answered again. Last night now I was refunded $170.07 and directly after charged $340.14. Today I called, spoke to a woman who also hung up on me. I dont know but my checking account has been overdrafted 3 times and I transferred my personal savings to save an overdraft charge every time so I know I never got any type of refund. I cant talk to any knowledgeable person and need help. Please.

  Business Response

  Date: 03/26/2025

  Dear Mr. ********************* you for choosing to stay with us at Rio Las Vegas. We truly appreciate your business and the opportunity to serve you and your family during your recent visit.
  

  Were very sorry to hear about the confusion and difficulty youve experienced regarding your billing, and we want to assure you that weve looked into the matter thoroughly.
  It appears that an authorization of $213.38including $100 in room deposit and approximately $100 in resort fees plus tax for a two-night staywas initially placed on your credit card upon check-in for your original booking from March 810.

  
  We also noticed that you extended your stay by one additional night. During this process, there was an error at the front desk, where you were mistakenly double charged for three nights of resort fees plus tax, rather than having just one additional nights resort fee added to the existing two nights. As a result, this explains the $340.14 charge posted on March 11, 2025, instead of the expected $170.07. Once the overcharge was identified, our front desk manager promptly processed a refund for the outstanding amount back to your credit card. Please be aware that refunds typically take 510 business days to reflect on your account. If the authorizations are still appearing as charges, we recommend contacting your bank directly to request their removal.

  We sincerely apologize for the extended hold times and difficulty in reaching a resolution. Your feedback is being shared with our team to help improve the guest experience moving forward.

  
  Should you have any additional questions or need further assistance, please dont hesitate to reach out. We are here to help and ensure this matter is fully resolved for you.

  
  Warm regards,

  ** ******

  Administrative Operations Manager
  ************************************************************

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ************************** in Las Vegas for the 1st time ever and it was a mess. The shower did not drain properly. The hotel website was misleading with newly remodeled rooms and the price wasn't the same when i checked in. The cashier to buy the comedy tickets ticket booth wasn't working. I want my stay to be comped or something because this was such a bad first impression for me. Outrageous prices for a bad stay. Also just because the resort fees were refunded. I deserve more for all the issues.

  Business Response

  Date: 02/21/2025

  Dear Ms. Tsaroumis, 

  I hope this message finds you well.
  
  Thank you for reaching out regarding your recent stay at *** Hotel. We sincerely regret that your experience did not meet expectations and appreciate the opportunity to address your concerns.
  
  Upon reviewing your reservation, I see that you originally booked under a casino promotional offer for the **************** (our unrenovated tower) at a rate of $33 per night, plus resort fees and taxes. At check-in, you opted for an upgrade to a newly renovated room at an additional charge of $20 plus tax. However, we acknowledge that the agent did not collect a signed electronic registration card for this upgrade. As a result, we have issued a refund of $45.35 for the upgrade charge as a courtesy.
  
  Regarding the challenges you encountered during your stay, we understand the inconvenience caused by the shower drainage issue. With that in mind, our team had offered gesture of goodwill for your inconvenience by fully refunding your resort fees for your stay and offering a complimentary 2 PM late checkout, which is normally offered with a fee. Additionally, we noticed that there was a discrepancy with your food and beverage charges despite your $50 credit, and we have processed a refund for the difference.
  
  With these adjustments, your final charges reflect only the original $33 per night promotional rate plus applicable taxes.

  Once again, we value your feedback and hope to have the opportunity to welcome you again for a much-improved experience in the future. Please let us know if theres anything further that we can assist you with.

  Sincerely, 

  ** ******
  Administrative Operations Manager
  E. ************************************************************
  
  **************************;
  Las Vegas, NV 89103
  **************************

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The room I stayed in, 9025, from 01Feb2025-02Feb2025, at ****************************** in Vegas had some issues I would like to share (the receptionist said she put these notes already in the reservation file for me):- Musty and moldy smell as soon as we got in - Heard dripping in the bathroom through the night when we were trying to sleep. Checked the shower and toilet but they were fine so thought it was upstairs or just pipes through the wall. It turned out to be water leaking from the light fixture in the bathroom (found out the next morning), causing water to flood the floor, leak through the bathroom door and settle in the closet that is just outside and to the left of the bathroom door. - Opened closet to see where the water was going and immediately hit with overpowering mold and mildew smell - Really bad headaches for me and my daughter (we were there for the gymnastics competition held in the conference center at *** on 02Feb2025) when we woke up from our stay there (it also affected her performance due to the headache and body fatigue from breathing in the mold)- I got a rash on my arms, chest and stomach from taking a shower in our room due to the moldy water and environment - The shower tub was clogged and would fill up when taking a shower, and would be up over the ankles by the time I was done (5 minutes at most I was in there due to the clogged shower)- We were charged $234.93 for the room, but when I reserved it online it was for only $124.00 due to the special we had. You can check the reservation price and then what you actually charged me from your systems. I have some supporting documents (reservation email) and video of the water coming out of the light fixture, but the government domain won't let me upload from this computer. If you need it, I can find a way to send it or attach from another computer.

• Initial Complaint

  Date:09/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel charged my card double and then said the funds could not be released back until we checked out. That ruined our entire trip and they only took off resort fees for two of the 3 nights we stayed. We asked them to take off all 3 and they would not. Taking off 3 nights resort fee is a small price to pay for ruining our trip. Now we just want some sort of compensation. We spent a lot of money on the trip here and an apartment suite to come here and not be able to do the things we had planned.

  Business Response

  Date: 10/08/2024

  Hello,

  We no longer own nor manage the Rio.

  Kind regards,

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently staying at the hotel for 7 days and I want maid service every day. My understanding of the law is that maid service is not required daily if the person declines service. I am not declining, I want it. The hotel says we are short of staff and cant provide daily maid service. The one individual told me that there is no right to maid service and that they use house keeping to clean rooms for new guests. I dont believe they are in compliance of the law.

  Business Response

  Date: 10/08/2024

  Hello,

  Please be advised that we no longer manage the Rio they are managed and owned by Dreamscape. 

  Kind regards,

  Business Response

  Date: 10/08/2024

  Hello,

  We no longer manage nor own the Rio. 

  Kind regards,

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Why do I not have my money back? What are the foreigners doing with my money? Thats not theirs, and we coming back next month fix this ASAP. I need my $50 back. Im not gonna just let it go.. I paid. I told the lady were both travel agents. I put it in my mothers name ************************* because the trip was for her because her mom had passed earlier this year, but that doesnt give anybody the right to keep your money thats fraud please refund my $50 that I paid as a deposit and checked out by 12 with no issues, my money back ASAP or I wont keep Fallon complaints

  Business Response

  Date: 07/24/2024

  Afternoon ********************,

  Thank you for reaching out regarding the incidental hold. I do apologize for the inconvenience the inconvenience caused you. The hold was released upon check out and can take longer to show up back in the account based on the bank. Please allow 3 more business days.