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| - I only stayed in this hotel because of a conference. We thought the group rate would be cheaper but it turns out we could've gotten the same room for $20 less per night which included WiFi when we booked 7 mos ago. We upgraded by $20/nite for a larger room in the Masquerade Tower and were disappointed.
1. No coffeemaker. They told us only rooms above floor 15 get coffeemakers when we checked in. They lied. I texted a friend to get a room above floor 15, who was flying in the following day and when she arrived she got a much better room (smaller) but cleaner, remodeled, newer furniture but no coffee maker. She called to ask for one. The person on the phone told her she had to be in the room to deliver it. She went out with us and when she returned to the room, there was a roll out bed delivered to her room. She called and asked if there was a mistake and they intended to deliver the coffeemaker and they came and removed the bed. On a 3rd call when she inquired about the coffeemaker again, the person on the phone told her they do not provide coffeemakers! The woman on the phone even had the nerve to tell her that she could go to WalMart/Walgreens and buy one for $10! How rude!
Poor service.
2. Our room was large but the furniture was old and the bathroom was dated. At least there was a safe, refrigerator. NO coffee maker. Hubby is a addicted to coffee and they told him he could go downstairs to one of the 2 Starbucks to buy coffee! Who wants to pay $4 for a cup of coffee everyday? The front desk told us that "no hotels provide coffeemakers!" Having read other Yelp reviews, we brought K cups because they said there was a coffeemaker but no coffee. We ended up lugging the K cups home.
We brought our electronics and was told us the service fee was $28/night if we wanted to use our phones, WiFi or gym. So, we decided to not pay for that and ended up without use of our laptops for 5 nights!
3. The first night there, they had a water shut down and Hubby could not take a shower that evening. He called and they said there would be no water until 6AM. He got upset and they said they would compensate with 2 bottles of water. At 2 AM, someone knocked on our door and delivered 2 bottles 10 oz water. He only had enough water to brush his teeth and we couldn't believe it that they would knock at 2 AM to give us 2 bottles of water when they could have brought the water earlier. He asked to speak to the manager and was given $30 hotel food credit the next day.
At least the bed was comfortable. The conference rooms are huge and ample. The meals (chicken dishes) served during the lunch symposium lecture were very good. There is a small gym with a couple of treadmills and eliptical machine. They have a couple of large pools outside. We had breakfast one AM at the Hash A Go Go restaurant downstairs and I went to the spa for a massage. The spa is very nice but expensive ($195 for a medium pressure 80 min. massage) but you can use the facilities (sauna, whirlpool, shower) all day if you paid for a service. My massage therapist was very good.
The irony of all this is that we drove to Anaheim and stayed at the Hilton Garden Inn where service was impeccable and the rooms all had Keurig coffee makers with K cups even 'tho staff at the Rio try to misinform customers that hotels no longer provide coffee makers.
Very bad service and poor staff training. They are not customer oriented.
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