Our experience at the Rio Hotel in Las Vegas\n\n(I sent this letter to their customer service - let's see if I'll get any response) \n\nOn Friday (8/22/2014) around noon I called the hotel to inform them that we are arriving late and requested for a baby crib to be ready in our room.\nThe representative was very kind and made the comments promising me that everything will be ready on time.\n\nWe arrived at the hotel around 10:30pm and expected to check in and go to sleep.\nThe check in counter was packed and we had to wait, when finally we were able to check in - we were told that there are no King size beds available and only queen beds rooms are available.\nEven though the reservation confirmation said: \"ROOM PREFERENCES\nWe will make every effort to fulfill your preference requests; however they are not guaranteed, as rooms are assigned at check-in. Additional charges may apply for some requests. For accommodation preferences for the physically challenged, please call us at 1-800-CAESARS.\"\n\nI had no choice but to except that - BUT I don't understand, if I'm booking a specific room I should get what I paid for.\nThen, I asked for the crib (which was obviously not ready in our room) and I was told I need to pay for it.\n***On the phone call that I made earlier no one told me about the rooms not being available nor that I have to pay for the crib!***\n\nI told the guy at the front desk, that if I am not getting the king size beds I should not pay for the crib. Eventually he said that he will not charge me for it.\n\nIn addition, he suggested that we will switch to a king size room the day after (Saturday), and to expect a voice mail from the registration desk.\nNo need to mention that no one called us or contact us in any way and we never got the king size beds.\nThe first night was quiet and calm.\nThe second night, 3am a cloud of cigarette smoke took over our room.\nA group of young people were partying in the next room. Doors were slamming, people were shouting and cursing all over.\nAnd then - my 17 months old baby woke up coughing! The smoke was so dense as if someone was standing next to our beds and smoking in our faces!\nTo remind you, we asked for a NON-SMOKING room, which I assume will be placed on a non-smoking floor, or am I wrong?\nIt is unacceptable to me that my baby will wake up coughing in the middle of the night because the room is full of smoke - after I paid for a non-smoking environment. \nIn addition, my parents were in the next room - experiencing that exact smoke experience. My mother just recovered from cancer, and this is a health hazard for her.\nI would recommend to change the air filters because when comparing this hotel to others (Cosmopolitan, Bellagio, Cesar's Palace, Wynn, New York New York, and many more) - this is the hotel with the worst cigarette smell in the lobby. \nThe only good experiences we had are the pool and the \"House Hash a Go Go\" restaurant.\nWe are extremely disappointed from this experience, and will make sure to share it with our family, friends, and colleagues.\n\n\nHere is their response:\n\n\nThank you for taking the time to write and for making us aware of your experience at Rio Las Vegas. Your comments are appreciated as it enables us to identify what we are doing correctly to satisfy our guests, as well as, discovering where adjustments can be made so we may continue providing the best products and service.\n\nI am truly sorry that you were faced with breakdowns during your visit. I hope you will accept my sincere apology. We are deeply concerned whenever our guests are faced with challenges during their stay with us. It's obvious by your email that we have some opportunity for improvement. There is certainly no excuse for you not to receive the best service we have to offer. Many of our customers consider Rio Las Vegas their home away from home, so I am disappointed that the same service and comfort was not what you experienced. It is never our intent to inconvenience or frustrate you, or any customer. You certainly deserve the very best we have to offer.\n\nThank you again, for sharing your experience and concerns with us. I hope you will take some comfort in knowing that all customer comments are taken seriously. Your business is truly appreciated. We hope you will give us another chance to serve you again in the near future. I am confident that your next experience visiting us will be enjoyable. \n\nYours truly, \n\n\nTara Galauska\nTotal Service Central Specialist\nCaesars Entertainment\n877-716-4500 / 702-369-5160
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