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| - So normally I don't really review places other than eating establishments, but this review seemed necessary after the craziness that went down my first night in Rio.
It's 6am and I can't sleep. The time difference has not been my friend. I get up, and decide i'll waste some time at the gym. As I exit the elevator that connects the hotel rooms with the actual casino floor I am suddenly met by a big black sheet that spans the entire width of hall way. Along with the ominous sheet is: a handful of casino security, 3 or 4 metro police officers, and very tired looking casino managers. Everyone immediately points to an "employee's only" door to my left and directs me through. I walk down winding hallways, at each checkpoint another police officer pointing out the proper directions. Eventually I get out to the casino floor, and I notice another black sheet. Apparently I had just taken a detour via staff-only hallways in order to avoid a small portion of the main hallway that leads to the elevators.
So I decide that it is best to not hang around and I start to head to the gym, only to be met by police tape. Now I was a little more curious. I ask the guard what happened, and she immediately cut me off and insisted she "could not talk about it at this time." So, me being the savvy millennial I am, I pull out my phone and google the Rio. Turns out undercover security shot an alleged "repeat offender" who was attempting to the rob the casino. A man was killed my first night in Vegas.... Definitely a story to tell.
At first Rio really did not handle this well. They didn't accommodate the people trapped out of their rooms (once you left your room and came downstairs, police wouldn't let you back up. "Security measure"....I was locked out for about 5 hours.)
my boyfriend and I weren't too angry about being locked out of our room because we were sure the hotel would be accommodating their customers and giving them things to do as they waited to back into their room. This just seemed like pretty basic crisis communications. When we went to talk to the manager though, this was not the case.
The hotel managers and staff wouldn't actually listen when we spoke to them. They just kept droning over and over, "we cant let you up into your room, once metro is involved we have no control." This wasn't what we were asking though. We didn't NEED to get to our room, we just wanted something to do while we waited. We weren't the only ones either. People started getting really heated when they found out the hotel wasn't offering any kind of distraction. Eventually though, with quite a bit of complaining the hotel finally started giving people champagne brunch vouchers and waiving hotel fees.
It was too late though for me. Having graduated with a marketing degree, I know this first thing about marketing is to keep the customers happy. Angry customers can only lead to trouble. By the time the hotel finally connected the dots too many people were mad.
Overall this is a very long way of saying Rio needs to remember that at the end of the day, if the customer isn't happy: you aren't doing your job.
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