Rio All-Suite Hotel and Casino

Dennis Hong

Maliciously Bad Customer Service We had a reservation for a standard king room as part of a wedding party, so we got a discount on our room rates. As it turned out, this was their excuse to be intentionally and maliciously bad with their customer service ... After checking in, we found that the non-smoking room we requested reeked of cigarette smoke. We were frankly surprised that they deemed that room in acceptable condition to offer to another guest. We went back to the front desk, explained the situation, and the person replied that they were completely booked, so they wouldn't be able to switch our room. She kept insisting that they could just spray deodorizer on it, but we continued to decline, as that doesn't actually remove the stench. Finally, she went back and called her manager. While we were waiting, we got on our phones, looked up the Rio, and noticed that they still had plenty of rooms available on Hotels.com and through their own website. After 10 minutes, the manager finally came out, and he said the same thing -- that they were sold out. We showed him our phones, and his response was that the rooms on Hotels.com generated more revenue, so he couldn't change our room. But if we wanted to cancel our reservation, we could book through Hotels.com and pay the full price on there. I clarified that, okay, so they weren't in fact sold out. That was a lie. They were simply holding onto these additional rooms because they stood to make more revenue from them ... *if* they actually ended up getting booked. And because of that, they were not willing to change our room. The manager confirmed as much. So we canceled and booked at another hotel. It blew our minds that the Rio simply would not accommodate us because we had gotten a cheaper room as part of a wedding party. And to be clear, they weren't inconveniencing us for another customer that paid more. They were inconveniencing us for another *potential* customer that would pay more. That is just levels upon levels of poor customer service. Never again will we stay at the Rio.

Christina Sanchez

My husband and I came to Vegas to celebrate our wedding anniversary. We booked with Rio because we heard about all the renovations going on and how things have improved. They charge an early check in fee of $50 if you check in from 9 AM - 11 AM and $25 if you check in from 11 AM - 1 PM. When we were checking in the lady at the front asked if we wanted to pay extra for an upgrade on a higher floor with a view, since we were celebrating a special occasion, we opted to upgrade. This was a horrible decision!!! This room was DISGUSTING!!! Yes the room was huge and the view was nice but this has to be the WORST room we've ever stayed in!!! The safe was struggling to work, the carpet was gross, there was gunk under all the glass that was on the furniture, the remote was sticky, there was stains all over the place, one side of the sink didn't work, the closet didn't close fully, the towels were stained, and the little window from the shower to the room was extra NASTY!!! I tried calling front desk but forget it, they never answered!!! We had no choice but to stay since we already paid and knew it would take them DAYS to refund us IF they would give us a refund!! The days we were there, we only slept and left out as quickly as we could to avoid being in that room too long and we kept everything in our suitcases!! I would NEVER recommend this disgusting place to anyone! This was supposed to be a great anniversary trip and I had high hopes for this place but this just ruined it!! Especially for this to be a PAID UPGRADE!! We also never got to enjoy the pool either since they had ridiculously short hours, so what's the point of paying for ridiculous resort fees?? DO NOT STAY HERE, YOU'VE BEEN WARNED!!

Dior

I recently stayed at the Rio Hotel in Las Vegas, and unfortunately, my experience was far from pleasant. The hotel had an overwhelming smell of smoke throughout, even in non-casino areas. While I understand Las Vegas is known for smoking in casinos, other hotels manage to keep it under control with air fresheners or ventilation systems. At Rio, it was unbearable. I was assigned a newly renovated room under Hyatt management, which was very spacious and had a beautiful view, but the experience was tarnished by the cleanliness. The sheets on my bed smelled like sweat, alcohol, and something else, making me feel like housekeeping hadn't changed them. I tried calling for fresh sheets, but no one answered, and the front desk had a long line, so I was stuck sleeping in a bed that was far from fresh. The next morning, I stripped the bed hoping housekeeping would come during the day while I was out, but when I returned, nothing had been done. My sheets were still on the floor, and the room smelled of cigarettes and stale air. On top of that, I was charged an extra $300 at the counter, even though I booked through American Express and had already paid. This experience completely ruined my Las Vegas trip. A hotel stay is a huge part of a vacation, especially in a place like Vegas, and Rio failed in almost every aspect. I wouldn’t recommend staying here.

Patricia Kasprzyk

I was a little bit worried because of the bad reviews, but my stay was perfect. Quick check in/out. Staff at the front desk were helpful and friendly. Room was huge and super clean. Good location, a bit off the strip but it's fine if you don't mind a short walk. Hotel was nice and clean. Overall I had an amazing stay at Rio.

Adri Nichols

Unfortunately our stay at Rio lasted approximately 20 minutes before we were ready to get out of there. There are numerous problems we ran into. The renovated rooms advertised on sites like booking.com etc. are far and wide to actually receive. With how dead the resort actually is, I definitely would not suggest paying the extra $150 for a guaranteed renovated one. It’s just not worth it. The vibe and atmosphere is completely off. (ROOM INFO) Now the biggest turn off was the rooms, obviously we didn’t end up with renovated ones, no biggie, however walking into your pricey resort stay to the smell of urine, lamps hanging off the walls by electrical outlets, stains all over the walls and couches, does not give vacation vibes. Very disappointing. The registration office claimed that they were not able to do a room change and could only offer cancellation, I write this as we wait to see if we can even get a refund through a 3rd party service on the phone. Kind of strange that the literal registration office can’t offer any information on if we can get refunding. IN SUMMARY: There are hundreds of better options in Vegas! Research other hotel casinos, you will likely pay the same price for an extremely better stay anywhere else! Until the Rio is FULLY renovated, I would absolutely not try giving it a chance. The YouTube videos we watched gave us more hope than we should have had for it :(