Message Thread

Rio Hotel & Casino, a Destination by Hyatt Hotel

Expedia Property #19837 America/Los_Angeles
Guest
XIAOYING CHEN
Guest email
Not provided
Thread ID
95e3c143-935f-4aae-a91d-c696f71c4532
Reservation ID
2460145339
Messages
4
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  1. 🏨

    Property

    58dd7aec-d9da-4d28-ada8-0b0a37bf1146

    Jun 11, 2026, 4:38 a.m.

    View response

    Dear XIAOYING, thank you for reaching out to us about the issues you experienced during your stay. We apologize for the problems you encountered with your room and the service you received from our staff. We understand that this has affected your mood and well-being, and for that, we are truly sorry. Regarding your request for a full refund, we appreciate your patience and cooperation. As your booking was made through Expedia, we recommend that you contact their customer service team to initiate the refund process. They will be able to assist you further with your request. We appreciate your feedback and will use it to improve our services. A member of our team will be in touch with you soon to discuss your concerns in more detail.

    billing-issue-response
  2. 🧳

    Guest

    b69e5f7b-fafb-43c5-ac50-168b2a3742c8

    Jun 11, 2026, 4:38 a.m.

    To RIO, I am writing to demand a full refund for my entire stay, including the upgrade fee I was "forced" to pay and get a room with faulty facilities. My experience at your hotel was the worst I have ever had in the US. Problems I encountered: Noise & refused room change (Day 1): The room on the 8th floor was unbearably noisy from casino music. The front desk refused to change my room, claiming none were available. But I can clearly see many people are on the check-in process. Dismissive attitude & paid upgrade (Day 2): The next morning, I was again told no rooms were available. In the afternoon, a different front desk agent offered a room change – but only if I paid extra. I paid for an upgrade to the 18th floor. Drainage failure & ignored maintenance (Night 2 & Day 3): That night, the bathroom drain was clogged. The in-room phone only had a robot assistant. I submitted a maintenance request – no one came the entire next day. Another defective room: When I complained, I was given another room. That room also had clogged drains (bathroom and sink). I had to request yet another room. Throughout my stay, your staff(first one, not the second one who upgrade the room for me) were unprofessional and dismissive. I wasted hours packing and moving between defective rooms. This has severely affected my mood and well-being. My demand: Full refund of all room charges for the entire stay Full refund of the upgrade fee I paid Please respond within 7 business days. If not, I will dispute the charge with my credit card company and file complaints with consumer agencies.

    billing-issue Escalated
  3. 🏨

    Property

    3d405dfa-38a8-4079-91d2-52613eca99e7

    May 31, 2026, 11:53 p.m.

    XIAOYING CHEN - Thank you for staying with us at Rio Las Vegas! We are excited to have you as our guest and hope you enjoy your stay. Whether you’re here to relax, explore, or experience the excitement of Las Vegas, we are confident your time with us will be unforgettable. If you need anything during your stay, please don’t hesitate to reach out. Our team is here to ensure you have a comfortable and enjoyable experience. We would also greatly appreciate it if you could leave us a 5-star review upon departure. If there is anything we can do to make your stay even better, please let us know so we can ensure we exceed your expectations. We look forward to welcoming you and hope you have a fantastic stay at Rio Las Vegas!,

  4. 🏨

    Property

    64a54c9c-f23a-4fcc-8cd3-42ab43da7e77

    May 30, 2026, 11:03 p.m.

    Dear XIAOYING CHEN, We wanted to take a moment to sincerely thank you for choosing Rio Las Vegas for your upcoming stay. We look forward to welcoming you later today. Please note, check-in time is 4pm local time. We have two easy check-in options for our guests. The first is through our front desk. For easier check-in, please utilize this link ( https://mobileweb-v2.virdee.io/StayManagement?locationId=d9db1f82-214c-4c21-b956-7e0ec0c49248&tenantId=50 ) and check in with our easy-to-use kiosks, conveniently located at the front desk. Your satisfaction is our top priority, and we truly appreciate your business. If there’s anything we can do to enhance your stay, or if you have any feedback, please don’t hesitate to reach out. We hope to welcome you enjoy your stay at Rio Las Vegas on your next trip. Thank you, Rio Hotel & Casino, a Destination by Hyatt Hotel