Rio Hotel & Casino, a Destination by Hyatt Hotel

Free parking.

First we booked a “High Floor Strip View King Suite”. We got a king suite, it was spacious, but it was on the 12th floor of the smallest tower, so that Rio could consider it a high floor. 2 towers, one with 50 floors, one with 21 floors. Rio stated “we consider anything in this tower over the 10th floor to be a high suite”. Excuse me? You have a 50 floor tower, we booked a HIGH FLOOR and you put us in the little tower? Makes sense… 2nd: we didn’t have a working tv for the entirety of our stay. We made several calls to the desk to get it fixed. One time they said we will send someone up right away, 3 hours later someone showed up knocking on the door, with the “do not disturb” on the door, at 1:00 in the morning! We let him in, he didn’t fix anything, said he would have to have his team come look at it in the morning. No one ever came. We called the desk and still waited and waited and no one ever came.

This is one of the worst resorts I have ever stayed? Service is appalling. They refused to help. They charge you for everything. The renovated rooms are just putting lipstick on a pig: counters are dirty. Nothing is cleaned. Half the restaurants are not open. There’s no room service. I asked for extra assistance and was told I just had to sit around and wait until midnight to get what I needed and then this was at 7:00 PM. Casino is gross and I did not meet one pleasant person that worked here. They obviously hated their jobs and I don’t blame them. Stay far away from this place. Do not look at the website. It is completely untrue. The app for the hotel doesn’t even work. There’s no map. The list goes on and on.

This hotel did not meet expectations. It is no where near the strip. It is very understaffed, there was no assistance with anything, parking, directions, needs. The staff we did encounter in the casino serving drinks were very unfriendly. The room was nice enough, but the toilet paper was scratchy and there were no amenities in the room such as coffee. The fridge was only a cooler. For a resort with these fees I expected a high quality hotel, and they don't have the staff to deliver that quality. The hallways and casino were not clean, but the room was.

Saw swab in the closet door track, sun glasses and feminine pad (unopened) underneath the sofa bed. Rest of room looks clean and spacious. Room AC was too weak to cool the room during most of the day (temperature was three digits when I visited). Except after midnight, room feels like high 70s at 60F AC setting with max fan. Fridge did not work.

It is entirely unacceptable that, despite it being a Saturday—when higher guest volume is entirely predictable—no effort was made to allocate additional staff. The lack of basic operational planning was evident throughout. There was a complete failure in staff management, and the situation at the front desk resulted in significant and unnecessary delays for guests. The entire check-in process reflected poor organization, inefficiency, and disregard for guests’ time. Overall, the level of service and operational execution was extremely poor and fell well below any reasonable standard expected of a Hyatt property. I believe substantial improvements are urgently needed. I am not sure who is currently responsible for managing this property, but in its current state, it is seriously damaging the credibility of the Hyatt brand. The situation is extremely concerning.

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