ComplaintsforRio Hotel & Casino

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  10/08/2024

  Hello,

  We no longer own nor manage the Rio.

  Kind regards,

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  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

  10/08/2024

  Hello,

  We no longer manage nor own the Rio. 

  Kind regards,

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hotel was so out dated my room furniture was peeling I brought my ************ her for 70th birthday very disappointed her room ceiling was peeling all the room looked like something from the seventies the had to change room also my ************ room was dirty carpet dirty it was 8 of an every had a complaint my wife left her blanket in room a hour after check out an no one could help her went to front desk they sent her to security just a run around never found the blanket this hotel really need to do Better I was really embarrassed I chooses this hotel our stay was from 07/10/25 to 07/13/24 other party 07/11/24 to 07/14/24 room was also rented by ********************* an *********************** an resort fee for what yall should pay people to stay there terrible

  Business response

  07/29/2024

  Dear **************,
  Thank you for taking the time to provide feedback regarding your recent stay at our hotel. We sincerely apologize for the inconvenience you experienced.
  We regret that you and your family were disappointed with the condition of your rooms. Our hotel is currently undergoing renovations, and regrettably, you were booked in a non-renovated room. We understand how this affected your special celebration, and we are truly sorry for any discomfort it caused.
  

  As a gesture of goodwill and to make amends for your experience, we are refunding $136.05 to your account. We hope this compensation can help alleviate some of the inconvenience you faced. We appreciate your understanding and patience during our renovation period. We are committed to improving our facilities and providing a better experience for all our guests. We hope you will consider giving us another opportunity to serve you in the future and experience the enhancements we are making.
  Thank you for bringing these matters to our attention. Your feedback is invaluable in helping us improve our services.
  

  Sincerely,

  Jasmine

• 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.

*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. ↩