ComplaintsforRio Hotel & Casino

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had booked a room with two queen **** for 5.25.24 for one day stay through my Amex card. I was disappointed when I entered the room to see it was not the room advertised in the picture when I booked it. This room looked alot older and had a connecting door to another room. Around 11pm I noticed that someone from the room next to us started to make noise and I heard a Man say " it is locked." I went back to sleep thinking the person was just making sure the door was locked. Around midnight I was awaken and my Mom as well to a sound like someone was trying to open the connected door and kept pushing it. I was worried the person would be able to brake in. I yelled I was calling the front desk the front desk clerk was not nice and seemed to care less and said to go to the front desk. The phone was broken so I had to use the speaker. When I looked through the peep hole it was covered by a big piece of paper I could not remove. ( I have pics below) when I hurried up and made it down stairs with my Mom I told the Manager she seemed to care less and told me " why would you stay at a place you knew had crime". when I mentioned hearing about someone being robbed. The only person who had good customer service was ******* and even walked my Mom and I to get our car at valet. He should get promoted to clean this place up! I would like my full refund as I had to drive back at 1am to ********** and could not enjoy my stay with this treatment. This is unacceptable for a hotel and will NEVER stay there again.Please see statement and pictures below:$325.00 ******************* Total Cost:$368.49 Due at Hotel:$45.35 Hotel fees

  Business response

  05/27/2024

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

  Thank you for taking the time to share your recent experience with us. We understand your frustration and concern with the customer service you were provided and how scary it would be to feel that someone is trying to break into your room through the adjoining door. Were extremely gutted to learn that you encountered an unpleasant experience during your stay which made you feel unsafe! First of all, we request you to consider this an uncommon instance. Were extremely sorry that you had to go through this!But we request you to give us another chance to rectify the wrongs. We have refunded your resort fee and you should see that back in your account within the next 5-7 business days. For the remaining balance, please reach out to the third party you booked through for the refund. We can only refund to the third party after they agree to refund you. We apologize for any inconvenience this has caused. Please feel free to contact me directly and it will be my pleasure to assist you if you have any questions or concerns.

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed here 05/15 -05/17. While they are working hard to renovate this place. I was disgusted with the ****** towels , sheets and ear wax filled q tips and dirty room that we encountered when checking in. We called 4 times to get new sheets and a new towel. I cleaned the rest, I wanted to enjoy my stay and didnt make a big deal about it. The clean sheets and towels never came even asking numerous times. Next I had my daughter come hang out with me at the pool. She swallowed too much water and was coughing and choked on the pool water. She got out of the pool and threw up water on the floor by her pool chair. The life guard radioed in and had them bring a housekeeper just to clean it up to be safe. My wife stayed there so nobody stepped in it and put a towel on it. Another life guard came and yelled ugh she didnt throw up on our towels, not on our towels? ***! she realized how rude that was after a guest heard her and said it is water and she is a child and wouldnt apologize but tried being nice. Next, we were woken up at 4:13 am with drilling . I tried calling downstairs and they disconnected our phone. Come on 4:00 am in the morning? We came to get away and rest not be woken up. The last thing that did it for me was the check out. We checked out on time and I thought I would not need assistance until the check out machines they have said check out invalid . I interacted with employ ***** . He turned to me and said you said that you did not need my help all you need to do is put the keys in the bucket he walked away. I had questions but he refused to answer them. He over spoke me and was calling me names under his breath until I confronted him and said Im sorry what was that . I asked for help again and he said you dont need my help. I told him it says my check out is invalid. He said is the bill right I said its invalid and he repeated is the bill right 5 times. Again treating your guests like trash. I will be disputing my charge

  Business response

  05/20/2024

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

  Thank you for making us aware of the details of your recent experience. We apologize for the inconveniences you encountered while you were here and for the lack of response for the items that should have been handled prior to your arrival. We regret to hear your expressed disappointment in your visit. It is our priority to ensure that each one of our guests feels welcome and is provided the absolute best experience. We understand the issues you faced created a trip that fell short of expectations, and for that we offer our sincerest apologies. Our staff relies on public feedback such as yours to identify any areas of our operation that *** require certain measures of improvement. Your input, as well as others, is essential in helping us to continue providing our best quality of service and hospitality. Your details have been sent to *****'s management department as that type of behavior is not tolerated. Looking over your bill we have comped the remainder of charges that were made while you were here $57.39. Due to the reservation being booked through a third party, you would need to reach out to them to start the process. Thank you again for your valued feedback and hope for a chance to leave you with a more impressionable experience of our resort in the future.

  Customer response

  05/21/2024

   
  Complaint: 21726931
  
  I am rejecting this response because:

  the third party told me to reach out to you, they told me they cant do anything. I guess the only other way is to dispute the charges with my bank. 
  
  Sincerely,
  
  *************************

  Business response

  05/21/2024

  Thank you for the update and I apologize for the delay in getting this corrected. Feel free to let the third party know that they can reach out to me directly. Of course, if you prefer to work this out with your bank, we understand. Please let me know if I may be of further assistance.

  Customer response

  05/21/2024

   
  Complaint: 21726931
  
  I am rejecting this response because:

  where do I have my bank reach out? Booking.com refuses to help. Thank you for your help. 
  
  Sincerely,
  
  *************************

  Business response

  05/21/2024

  Can your bank reach out to booking.com's service line? Since the reservation was booked through a third party, we do not know how much you paid them. We typically only see how much we charged them for the room. We could refund what we charged booking.com for your room, but they would have to refund you in the end. We apologize for any confusion. 

  Customer response

  05/22/2024

   
  Complaint: 21726931
  
  I am rejecting this response because:

   

  thank you for being so responsive. I appreciate you. My bank has reached out to them and they are fighting it. Staying you have to refund that. That would be great if you can refund what you can and I can address the rest with them. Thanks 
  
  Sincerely,
  
  *************************

  Business response

  06/06/2024

  We have refunded what we charged you directly $57.39. We will refund booking.com once we know they are going to refund you. Or else we're just giving them the money without a guarantee that they will give it back to you. Please let me know if I can be of further assistance.

  Sincerely,

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

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to through Expedia to book a room at the *************************** and casino for the weekend of May 9th to May 12th 2024. We picked a room on the Expedia website with a view of the strip but when we got there late, they put us in a dirty, smelly rip wall paper and hole in the wall, Dirty bathroom and stained floor. So I called the front desk to say that we weren't happy with the room. They said we can only get another room for $50 more because we were so tired from the traveling because the plane was late, we agreed to pay for the extra money because we were desperate to not be in the room because we didn't know if the stain on the floor was blood or another kind of stain plus the person that I was traveling with has bad allergies and asthma and couldn't be in such a room. They seemed to put black ppl in the masquerade part of the hotel. But we know when we booked through Expedia, we made sure we picked the better room not that disgusting room that the put us in. I told them that we were better off in another hotel if they didn't fix the situation

  Business response

  06/11/2024

  Afternoon ******************, Thank you for sharing your experience with us. We apologize regarding the issues you faced during your stay with us at the ************************** and Casino. Your comfort and satisfaction are our top priorities, and we regret that we fell short of your expectations.
  We apologize for the condition of the initial room you were given. This was in our ****************, and we are still working to renovate that tower. This is not the standard of service we aim to provide. I understand how frustrating it must have been, especially after a long day of travel. The cleanliness and maintenance issues you described are unacceptable, and we have made with our housekeeping and maintenance teams aware of your findings.
  Regarding the charge for the room change, we apologize that this was presented as the only solution. We should have made every effort to accommodate you without additional cost, given the circumstances. Please know that we do not tolerate any form of discrimination, and I am deeply concerned by your comment. I assure you that we treat all our guests equally and strive to provide the best possible experience for everyone. Our non-renovated rooms are less expensive than our renovated rooms. On our website we list which rooms are the renovated one. We will work with Expedia to have them make it clearer.
  To make amends, I would like to offer you a refund for the additional $50 charge.
  Once again, I apologize for the inconvenience and disappointment you experienced. Thank you for bringing this to our attention, and I hope you will give us another opportunity to provide you with the exceptional service you deserve.

  Customer response

  06/26/2024

  They return $50 but still feel that they did a bait and switch and they need to be watched for their dirty practices 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed 11/9/23-11/12/23. The Rio is hands down THE most disgusting hotel I have ever stayed in. The first room they put me in smelled of B.O. so badly I had to change rooms. The next one wasnt much better. Stains EVERYWERE! The bed, the walls, the carpet, the furniture, all stained and worn. Wallpaper peeling. And MOLD in the bathroom. The shower head was caked in corrosion. Walls are paper thin. Tried to take a nap when I awoke to workers shining a light through my window! The staff could not care less. They were impatient and rude. Also, the whole place is like an abandoned mall. A ton of the games are dark, bars closed, pool drained, and theyre STILL charging a resort fee. For what??? Check out my pics. Avoid this place at all costs. It was an absolute nightmare.

  Business response

  02/13/2024

  Thank you for your feedback regarding your stay from the beginning of November. As new operators of the property we are renovating the rooms, pool, casino floor, shops, and more. Since January we have opened a brand new food hall with 6 restaurants, completely renovated 1400 of our rooms, added over 700 brand new slot machines, and opened up a new centrally located ********** In Las Vegas the typical pool season is from March thru September. Our new renovated pool will be opening up for the season near the beginning of March. The resort fee covers the wifi, local calls, and the gym. I apologize for the inconveniences you encountered and the poor customer service. Are renovations will be complete within the year. I see that you were moved to an upgraded room at no charge, please let me know if I can be of further assistance.

  Customer response

  02/13/2024

   
  Complaint: 21287280
  
  I am rejecting this response because:
  The fact that youre currently doing renovations and have added things AFTER my stay has nothing to do with my stay. And I was NOT given an upgrade of any kind. I did change rooms only because the first room I got smelled so foul I could be in it. The pictures are of the second room I got. Disgusting. At the VERY LEAST, you should refund my resort fee if not the whole stay! You should have never been booking those rooms to begin with. They are a health hazard. 
  Sincerely,
  
  ***************************

  Business response

  02/14/2024

  Good morning **********************, thank you for the update and clarification on your room change. I have reached out to you directly via email. Please let me know if I may be of further assistance.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at Rio Hotel for the first time from Dec 6-9. I was not aware that Rio Hotel was undergoing major reconstructionhad I known, I wouldnt have booked here. The hotel under remodeling became the theme of my stay. The purpose of my trip was for a sports event, so I was relying on the gym to be open to maintain my weight, but because of the renovation, I wasnt able to access the path to the gym at all. Second, on Thursday night around 8 PM, all the slots broke down. Literally, everyone was sitting by their machine, waiting for one sole employee to hand deliver them their cash out. It was a nightmare waiting for a single staff member to come around. Lastly, on Saturday morning, Im awoken by loud drilling noises around 7 AM. Im really disappointed in how much my stay didnt feel like a vacation. I have a charge in my account for $177.96 in resort fees and room taxto not have access to the gym, for parking (when I didnt have a car), for loud construction noises, and poor casino floor conditions. I would like a refund for my first experience at Rio Hotel.

  Business response

  12/11/2023

  Good morning ********************,

  I apologize for the inconveniences our renovations have caused you. As a token of good will I have refunded your resort fees $132.66. You should see this back in your account within **** business days depending on your bank. We are completely renovating the rooms, spa, casino floor, restaurants, and amenities. We hope that you will give us another chance to restore your faith in our property.

  Customer response

  12/11/2023

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

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nov 16, 2023 I made a reservation at the The Rio Hotel and was over charged in the amount of $600. $498.03 and $185.00 were pending until I called the billing department at the Rio, we discussed the overpayment and I was told that my bank Cashapp was going to release the funds within 10 days, cashapp is telling me to contact the merchant. I'm also overdrawn 22 dollars now and the ****** charge is no longer pending and I haven't received my money.

  Business response

  12/05/2023

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

  Thank you for reaching out regarding your recent stay. I apologize for the inconvenience the confusion on the billing has caused. I have forwarded a copy of your receipt for the three back-to-back reservations we have in our system for you. Your stay for 11/16-11/17 was $179.77 for room and tax. I removed the resort fee for that night and you will see a refund for $44.22 into your account within **** business days. Your reservation from 11/17-11/21 was the charge for $498.02 for room and tax. Your stay from 11/21-11/23 was a total of $116.78 for room and tax. You were not charged for any other resort fees. You should not see any additional charges on your account. Please let me know if I can be of further assistance.

  Customer response

  12/14/2023

   
  Complaint: 20958757
  
  I am rejecting this response because: The billing department said I would receive a full refund and I was given the correct billing statement containing the amount I was supposed to be credited.
  
  Sincerely,
  
  *************************

  Business response

  12/29/2023

  We've investigated your charges on our end an we don't show that we over charged. Please send us a screenshot of your statement reflecting the charge.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the Rio with me and my children on November 18, 2023. It was the most horrific experience of my life. When I first arrived at the hotel the outside of carnival parking smelled like urine and I vomited as soon as I hit the door which horrified my children. The checkin process was ok, no issues there. I stayed at the panorama tower on level 12 in room *****. I understand this to be a non smoking hotel but the hall to the room and the room itself smelled like weed and cigarette smoke. There was a hole in the bathroom behind the door and the heat and the hot water stopped working. The room was very dirty. Trash was not emptied and smudges was on the glass. I contacted the office and front desk and their refusal to help us was hurtful and determental. They offered us extra bedding but did not remedy the situation. As much money that the Rio has why is there not better looking rooms or the maintenance to keep the water hot and the heat fixed. We have all become sick because the condition of room *****. I am requesting a full refund in the amount of $293.00 for the horror for staying at the Rio. I will never stay there again. I am heartbroken because I have stayed there previously. Please refund my money or I will get legal help do to the hotel being unlivable due to no hot water or heat while the temperature was below 55 degrees that night!!

  Business response

  11/27/2023

  We have refunded the guest their entire stay.

  Customer response

  12/11/2023

  The Rio was more than accommodating with my concerns. This matter is closed.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have stayed at ******* dozens of times. I have stayed at almost every hotel on *********. Charging a Resort Fee for a practically closed resort (pools, restaurants large parts of casino closed) is just egregious. I even booked a room which was depicted as the ****************, but was given the Ipanema tower because **************** was completely closed. I dont mind paying resort fees when there are actually resort attractions being opened. Even the ********* by the elevators was closed. Charging a resort fee for staying at a construction site just makes customers think they are being taken advantage of. This is unacceptable. If this is how the new owners insist on operating, it will be my VERY LAST time visiting the Rio. Refund this immediately please and you can do it easily as you are still holding my deposit AND the resort fee.

  Business response

  11/08/2023

  Afternoon **************, thank you for reaching out and sharing your experience with us. We truly regret your overall impression of our resort proved less than remarkable. The resort fee covers free parking, Wi-Fi, local phone calls, and the gym. The pool season in Vegas typically runs from April through September, so we chose this as the best time to renovate the pool that would impact the least number of guests. I apologize for the confusion; Masquerade is not closed we currently only have 1 ********* and it is located near Hash House. We are currently building a second location by the elevator. The security hold is released as soon as you check out, depending on your bank it can take up to 5 days to show. As new owners we are working to renovate the entire property. You will also see your resort fees back in your account within **** business days. Should your travels bring you back to our exciting city, we hope to have the chance to restore your faith in our property.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/14/23 I booked using my ****** Rewards a "premium masquerade 1 king ***** view suite non smoking" for 2 nights 11/1/23-11/3/23 total $435.83. We arrived on 11/1/23 to check in to our premium suite. I walked into our room, the first thing that hit me was the heavy smell of cigarettes. The couch was filthy with stains, the curtains were ripped and dusty, there was a doorbell type device electrical tapped to the wall, i check the bed there were discoloration stains, the view was of the *************** and a homeless area, not the strip. I went to speak with the front desk manager who wanted to provide no customer service. When i asked why the advertisement was so different than when i booked she blamed ****** rewards for the rebranding. she advised me that the room i booked was over **************************************************************** I could pay $60 extra to stay in their newly renovated rooms or she would cancel my stay if i was unhappy. bait and switch. They know their Masquerade tower is falling apart and i was in town for work. I asked for the extra fee to be waived and she refused to waive the fee. I took the upgraded room/rate. This wing came with a note that the hotel was under construction and that we may hear noise during non sleeping hours. 7 am-9am the sound of the drilling and sawing was so loud it vibrated the wall and you can hear it on a cell phone video i took. During this time frame the emergency alert system kept being triggered on our ********* which was "accidental". Prior to me booking the hotel showed a wide range of activities and restaurants these were all closed due to the renovations which again was blamed on ceasars rewards for rebranding. Rio/Dreamscape should be sending their construction and closures to ALL booking customers. They are collecting extra money to have a clean room and still changing full resort fees. I paid $172.62 upfront, i have $361.06 pending. they advised the extra fees will come out of my deposit.

  Business response

  11/06/2023

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

  We are saddened to hear that your visit to Rio Las Vegas fell below your expectations and appreciate you taking the time to voice your concerns regarding your stay online. We understand that the issues you faced created a trip that fell far below expectations. As a gesture of goodwill, and to regain your faith in Rio I am refunding the remainder of your stay. Our staff relies on public feedback like yours, so we can identify any areas of our operation that *** require a certain measure of improvement. Please accept our apologies for the uncharacteristic service issues you encountered.  We begin an extensive renovation of the guest rooms, casino, and more.  Besides the physical appearance, we have high standards for service levels.   While the transformation will take over 12 months, I hope you will reach out to me the next time you plan to visit Las Vegas. I look forward to having the opportunity to welcome you back.

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

  Customer response

  11/06/2023

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Rio Hotel for September 29th to October 3rd. On October 1st we had cleaners burst into our rooms and start to clean saying we had to get out even though our reservation was until October 3rd. We then had to wait in a two hour line and the entire hotel was basically shut down. We had to switch cars keys and were offered a refund for the hotel fee for all 3 rooms. ******* 3. All of this was on my card since they promised this refund and gave us document that said this was proof of refund. I have called multiple time and asked where the refund was to be lied to multiple times and told it was on the way. I still do not have it. Today I got a phone call after reaching out to the parent company and also calling every single day only to be told that we were lied to by the hotel management on October 1st and no one had the ability to even give out a refund. We were told many other people are dealing with this same issue. I was promised a refund and I think I deserve it. They only offered a refund so we wouldnt get mad because our stuff in the hotel rooms were cleaned up and we were walked in on. Its so frustrating to be told this after weeks and days of being told our refund is processing but as I was told by ******* (management at the Rio) that nothing is being processed and this entire thing was just one big lie. They just wanted to get us off there backs. This hotel needs to be held responsibly and I was the refund I was promised.

  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 3 nights resort fees in the amount of $135.90. For the remaining nights, you will need to reach out to Dreamscape at ************ for questions and concerns.

  Kind regards,

  ********

  Customer response

  10/23/2023

   
  Complaint: 20756928
  
  I am rejecting this response because: I have not received the refund that was promised me by the employee. Either I am continuously being lied to but I have not received the ****** for the 3 rooms. Each room was under a different name but on my card.

  **************************;

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

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

  My bank has not received any information on a refund that was promised by management of the hotel. This is insane that they can have someone go rogue and I am left on the hook for each room because an employee at this establishment offered a fraudulent refund to us.

  I want the refund for each room under the named provided and I will reject this until my bank account shows proof of this refund which it has not. (This is insane and incredibly unprofessional). I am confused at how a billion dollar company can not handle this properly and give us the deserved refund that was offered to us. We were 100% lied to and this company needs to take full accountability for this mess. 
  
  Sincerely,
  
  ***************************

  Business response

  11/07/2023

  Afternoon,

  We have refunded the guest for the one night of their stay while the Hotel was under our ownership. ***** has reached out to ******** to get the remaining nights of their stay refunded with no success. As a gesture of goodwill we offered a return stay at no cost. We cannot refund money that ******** received.

   

   

  Customer response

  11/07/2023

   
  Complaint: 20756928
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

*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. ↩