Rio Hotel & Casino

We have been staying at the Rio for a week every year since 2019. Over the past two years the property has improved remarkably under the new ownership, which is why I am giving it 5 stars this year. In 2019 I would have given in 3 at best. Renovated rooms are nice and clean. The addition of the food court has provided a much needed expansion of dining options. Read less

This was one of the worst service issues I’ve experienced. I have to give credit to some of the staff for trying, however it felt like the managers were not fully equipped to make decisions to make uncomfortable situations right. There was no housekeeping provided when I did not opt out of it, safe in room broken, tv not working and they tried to swap rooms but the phone in the second did not work. Had to call the hotel from my cell phone only to get an AI answering machine that was extremely hard to get a live person. When I did that person was not located in the hotel. Wait times were like 10-20 minutes. One person did not even listen to my entire issue and quickly transferred me. The other big issue was the cabana. I had used the pool service for a few days prior with no issues. There are some great servers at the pool. This final day left a bad taste in my mouth, literally took up two hours to get any resolution and service was awful that day. I arrived at the pool to check into a pre-paid cabana and it took one hour to check in standing in 109 degree weather. No one thought to maybe bring out an umbrella or water? When I got to the reception I was then told that the system was down and that the cabanas were double booked so I was out of luck. I think that what really happened was that hotel was having a Star Trek convention and they clearly gave the cabanas to the convention guests who had flags hanging and lots of people in each cabanas. Those of us with smaller reservations were cancelled out. Staff said the booking systems were also down. I called customer service from my cell only to be told that they could not affect the pool issue. I asked for a manager. Never got them on the phone. A manager finally came and then helped. This was 45 minutes in. Others in front were calling the customer service lines from their phones. My cabana was gone and I was given a day bed. Had to find a manager to put the umbrella up. The pool staff let all these people come into an area that was pre-booked for guests renting out space. Some cabanas had 10 people for a 6 person max. The server skipped my day bed entirely for the first hour. I had to go to the main bar to get drinks. There was virtually no service provided. When I got back from the bar a team member came up to help and this was after asking a few people who had my section. He took an order but the server put in the wrong order and served an entree I was allergic to. Had taken a bite and immediately realized what it was and took Benadryl. It could have been worse. When I did see the server, I had to stop her and tell her my entree was wrong as she again skipped my daybed. She forgot my drinks at least three times. There was no excuse for this as maybe she assumed she would not get a tip. Sad as i come from this industry and tend to overtip. I complained to Cabana management and they said they could not take the food off or do anything. My cabana would be refunded in half which was in a sense a higher charge for the daybed that I received than what it was rented for on their site. I had to go back to the cabana at the end of the day to work out a refund on the cabana . Still waiting to see if it goes thru. I ended up going to the front desk and the mod came out. He listened and took $50 off the food bill? I spent a total of 3 plus hours of my own vacation time dealing with Rio issues that were not in my control. The manager should have comped more. Im not sure they are equipped to do more. There are other hotels in Vegas that would react differently if a guest had issues like this. Don’t waste your time here as it ruined my vacation. The pool is the only great thing I saw if you can get service! Casino is old and run down. Some restaurants are not open. Read less

One of the worst experiences in Las Vegas in 25 years. Condescending and rude people, obnoxious behavior, they create problems and they expect you to solve it for them. I'm a global traveler and I've never been disrespected and run around as these people did. They are disgrace to the word, hospitality, and this place is a disgrace to the word hotel. And all those YouTube influencers promoting this dump, you should be ashamed of yourself. Read less