Im quoting a friend. I wasnt the victim
Cliffs:
- Friend rents room at RIO in his name and has a roomate
- Friend's roomate brings an aquaintence into room (whose name is not associated with the room)
- Roomates acquaintence is left in room alone
- Valuables are expected to be safe while inside the hotel room safe
- While alone, acquaintance is able to call front desk and have them send somebody to unlock safe ignoring protocol and ID checks
- $15,000 is stolen and rio tries to cover thier ass
Quote:
These guys are complete frauds and fail at every element of customer service. Stayed here for the WSOP, the night before I was supposed to check out I find out that my hotel safe was emptied out. Apparently my roommate left this sketchy guy he just met named Omar Ghanim in the room alone, assuming the money was secure in the safe.
I found out (off the record, he refused to say anything that could be recorded) via one of the security guys that someone had called in from the room during this time period to maintenance asking them to open the safe.
So the Rio staff completely ignored protocol and opened my safe for someone whose name was not on the room without checking ID. Now they are trying to cover their ass and won't divulge any information. I have filed a claim with risk management but I feel that everyone should be aware of their negligence.
Over $15k in safe combined from me and my roommate fwiw. If that wasn't bad enough, they managed to overcharge me as well. As I was scheduled to check out that morning and had spent 5 hours filing out police and incident reports I asked to get some rooms comped for the weekend. At first they claimed to be full but eventually relented and said they had rooms available but still were trying to charge, which is beyond laughable considering the situation.
I explicitly told the front desk manager I wasn't going to be spending another dime there and I would stay somewhere else if necessary. She told me she thought she could get it comped through the casino host and would go ahead and book the room, and that she would let me know the next morning if it wasn't going to be comped.
Next day rolled around and I never heard anything, I called the front desk and was told that my new room was ready, I again asked if I was going to be charged and he said he saw no new charges.
Roll around to Sunday morning and I find out I'm supposed to check out, apparently Sunday is not a weekend in the Rio's eyes. Even worse, I check my email the next day to see my bill from the Rio which shows that they charged me for both weekend nights despite being explicitly told that it was going to be comped or I would be told beforehand if not.
I've called them 4 separate times about this issue and all I've gotten is that they have to wait back to hear from the front desk manager before they can do anything. I have yet to receive one single apology btw for all these incidents, forget getting any of my money back yet.
These people should be brutally ashamed of how they have treated me. I am going to let everyone know through as many social outlets as possible about this low brow establishment until I get reimbursed for every dollar I am owed
