rio-las-vegas-hotel-casino-expedia-and-ota-reservations.md

RAG Context: Handling Rio Las Vegas reservations booked through Expedia and other third-party/OTA sites — when a reservation is already confirmed in the booked room type, do not bounce the guest to Expedia Customer Service ("Your reservation is confirmed in the room type you originally booked"); for room-type changes or upgrades, direct the guest to Rio Rita at (702) 777-7777; Expedia self check-in and kiosks may not work, so proactively set expectations and direct guests to the front desk without blaming Expedia. Refunds, cancellations, and date changes on third-party bookings are still handled by the booking provider.

Expedia & Third-Party (OTA) Reservation Guidance for Rio Las Vegas

Reservation already confirmed in the booked room type

If the guest is already confirmed in the room type they booked through Expedia, do not direct them to Expedia Customer Service.

Preferred language:

"Your reservation is confirmed in the room type you originally booked."

Do not say "Please contact Expedia to confirm your reservation" when the reservation is already confirmed.

Guest wants to change room categories or upgrade

If the guest wishes to change room categories or explore an upgrade, direct them to the property team rather than the OTA.

Preferred language:

"If you would like to explore alternative room types or upgrades, please contact Rio Rita at (702) 777-7777 and the team can assist with available options."

Expedia self check-in limitations

For Expedia reservations where self check-in may not function properly, proactively explain the limitation, set expectations early, and direct the guest to the front desk. Be empathetic and avoid blaming Expedia.

Preferred language:

"We apologize for the inconvenience. Because your reservation was booked through Expedia, self check-in may not be available for this reservation. Please visit the front desk upon arrival and a team member will be happy to assist you with the check-in process."

Refunds, cancellations, and date changes on third-party bookings

Refunds, cancellations, and date changes on a third-party booking are handled by the booking provider. Direct the guest to contact Expedia (or whichever OTA they booked through) for those requests, subject to the rate's cancellation policy and current availability. This is separate from confirming an already-booked room type, where the guest should not be bounced back to Expedia.