Guest message
Received · Jun 15, 2026, 4:20 a.m.
Good afternoon, I hate to inform you we had an absolutely horrendous experience. I booked this room for my wife and kids because my AC l AC crashed and I needed to send them to a place with air-conditioning. I thought they’d have a good time at the Rio and get some AC and cool living for a couple days until I could get my AC up and running. When they arrived, they had a room that the toilet had overflowed as soon as they flushed it they had to move rooms. The next room they got to the AC was not working. There were two towels in the suite. AI never brought them up. I had I called several times and spoke with Rita your AI assistant not so helpful. Very rarely did we ever receive a request or help from your AI assistant. I used to manage a Hyatt hotel. I held several different manager positions at the Hyatt Regency Maui. I understand Hyatt name is not on the building, but it is managed through Hyatt properties. One of my most disappointing Hyatt stays of all time. Although I am no longer in the industry directly, this is not customer service. This property lacks not only customer service management but facility maintenance as well. I hope you can find some way to either make it up by not charging us for the night. I do understand that Expedia did refund us for the second night because they left early and went to a friend’s house and slept on the floor. I would hope that she would write Expedia and ask them to refund our money for the initial night as well. Thank you for your assistance Michael Clark 714-797-2870 ----@--------.---