Riviera Hotel doesn't have any customer service

I%26#39;ve posted a review on Trip Advisor already. But I wish to let anyone who is thinking of staying at the Riviera Hotel that this hotel treats guests with no regard. My family is staying there this weekend and almost every staff member is surly, angry looking, and just unhappy. Complaints to management goes on deaf ears and management takes the employees%26#39; side against guests. Never has my family witnessed such awful treatment. Apparently rooms are good if the other TA reports are true. The smoking room we ended up with unfortunately is not just awful smelling but is so badly maintained: loose faucet, thin, worn towels, and just bad furnishings. If you reserve a non-smoking room in advance they will not give you that type of room. In fact, based on other Trip Advisor comments this seems to be the norm for the Riviera: deny non-smoking rooms to almost all guests.

I think that because the Rivera is not part of a chain hotel there is no quality control and the management and staff can illtreat their guests. This is wrong.

As we can%26#39;t get through to their management we%26#39;ve filed a complaint with the Nevada BBB so hopefully they can at least investigate.

Riviera Hotel doesn't have any customer service

Best Trip Report on the Riv I have ever read. Thank you.

Riviera Hotel doesn't have any customer service

The Riviera, like other hotel-casinos on the North Strip, seems to have succumbed to the theory that customers are the source of problems rather than success. In fairness, however, these lower class hotels often draw unreasonable clients. You just won%26#39;t get the service of a good hotel without paying for it. I will not stay in a hotel north of Wynn Las Vegas. I have come to the conclusion that the ';chain'; hotels (like MGM-Mandalay, Harrahs-Caesars, Coast properties, etc.) are the ones that know how to treat guests. There are some exceptions, however (like the Palms and Hard Rock.)

I have no sympathy for people who stay at dumps and then complain about them. If you spend a few dollars extra, you can actually get good service. Really. It happens. I also find it hard to believe that literally everyone who works at the Riviera is surly, angry looking or unhappy. They%26#39;ve got hundreds of employees. At least one of them is not surly! I was there a few weeks ago, and I vaguely remember seeing at least half a dozen people who weren%26#39;t angry looking.

Stay mid-week!

Silly_traveler, don%26#39;t berate my family for staying at this dumpy hotel. True my family chose to stay at the Riviera on our own accord. Let me ask you something. Do YOU think nasty service is something that you should expect when booking a hotel anywhere? If you agree then I feel sorry for you because a normal hotel guest does not expect nor deserve such illtreatment. And I truly resent your maliciious comments that blame us because we booked a room at the Riviera making it sound as though by doing so we ought not to complain about their disgusting, rude service.

Where is lack of respect and lack of courtesy a normal thing? Certainly not if you are paying good money to stay in what is considered to be a major hotel. Surely it%26#39;s not of the same level as the major chain hotels and other independent hotels. But don%26#39;t you think that a guest would expect that close to 100% of a hotel%26#39;s staff would be cordial at the very least to guests? Guests are the ones who pay their salaries, you know.

If you read what I wrote I said there is a tournament that our son is participating in and the organizers have always held it at the Riviera Hotel. They have been holding this tournament here for years and I do not expect them to change the venue unfortunately. I have written to the organizers already to complain, but I don%26#39;t expect they%26#39;ll change as they are getting a sweet deal from the hotel.

Since you claim to know so much about Vegas hotels and staff, surely you realize how huge the Riviera%26#39;s compound is making it a very far distance from other hotels. This was the first time my family stayed here and even if we had known it was such a dump where else closeby could we have stayed that would have been convenient for us to go back and forth to accomodate the tournament playing times?

Do you know what type of tournament I%26#39;m referring to? It%26#39;s a huge chess tournament whereby players need to be there on time. Do you know how inconvenient it is to stay somewhere else?

Also did you read that I said that %26#39;almost all%26#39; staff members were rude? I did not say that they all were.

You said you stayed there recently. If you were treated nicely great for you. Just be glad you did not have to put up with what my family had to go through, otherwise, you may feel the same as we do. Hopefully all of your future hotel visits will be just as pleasant as your visit to the Riviera.

FredM thank you confirming my thoughts about the Riviera Hotel%26#39;s rank: lower class. I would actually put it as in a minus lower class category if there is one.

Some ChESS organization actually holds a tournament at the Riv thereby pretty much making all those geniuses stay at that dump?

What%26#39;s next, The MENSA%26#39;s holding a conference at the Gold Spike?

i agree with you, i think the Riv has horrible cus service, besides horrible rooms and restaurants. i participate in a yearly event that was held for many years at harrahs, the last 3 at Riv. Harrahs was bad enough but the Riv is so bad I stay somewhere else. no cut rate for not staying at riv - with the popularity of vegas on the inbcrease the last 5 yr the event has to guarantee the hotel so many rooms. it costs me twice as much but worth it not to stay at the Riv. most of these events have a captive audience since most participants can%26#39;t pay for a room somewhere else. sorry for your bad experience, i don;t think anything will change though, it%26#39;s been that way for decades. mosy hotels say they can not guarantee non-smoking rooms but will try, or tell you when they are all gone, probably somewhere in the fine print the told the event organizers - which may mor may not have been passed along to you. i don%26#39;t see in tour original post where u say it is a tournament.

No. I made a mistake. I posted the fact that it is a tournament in my TA review which has not been posted by TA yet-sorry for the confusion in my haste to get back to respond to the silly traveler.

Thanks for backing me up on the Riviera%26#39;s reputation. We would have preferred to have stayed elsewhere but as stated there is a time crunch involved so we put up with the Riviera for the convenience. But if not for that surely we would gladly pay more just to have a decent room and decent service.

Yes. Really the chess organizers look for the cheapes (obviously) hotels to cut their costs but it%26#39;s at the expense of the players. Many players are single adult males who could care less about the hotel and staff, but figure that there are also many families who travel with the younger players. Those are the ones I am concerned about staying in dumps like the Riviera. Also I%26#39;m livid to know that people with health problems who are severely allergic to smoke are denied non-smoking rooms. How uncaring and heartless the management is. Definitely there is a pattern that seems to be either there are a very limited amount of n/s rooms or they save the n/s rooms for certain guests only. Never had a problem with rooms that missed on all counts as what happened here.

I read that the hotel may be torn down and rebuilt as a new hotel/casino. That would be the best thing in my opinion. Then there should and would be an overhaul of all management and staff most who, in my opinion, do not deserve to be working in the service industry!

Nocciola. sorry for your bad experience and I do understand the need to be punctual for tournaments no matter wha the tournament is. However, if you are aware of the times your child has to be there, easy enough to take a cab or use your rental car to get from another hotel to the Riviera. The Riv complex isn%26#39;t large when you consider the sizes of the other hotels/casinos in Vegas.

Yes, the place has turned into a dump, I%26#39;ve stayed there but not since it got to that lowly status. It isn%26#39;t any different than other hotels though in regards to smoking/no smoking rooms. Yes we request what we want at the time we book our reservations, but on the day of arrival those rooms are given out on a first come, first serve basis. Evidently when you arrived, the non smoking rooms were gone, having been given to others who arrived before you did and had also requested non smoking rooms. They can%26#39;t do anything about if the rooms are gone, maybe move you to another room when one becomes available but that%26#39;s about it.

Lastly, reread you other posts, I%26#39;m not picking an argument but those posts were very angry, if that is how you treated everyone on the staff, then I%26#39;m not surprised at the response you got. Try treating them with courtesy and be polite in your requets, might get treated a bit differently if you try it, just a suggestion, it works for most people.

You booked a dump knowing it was a dump and a dump is what you got, only person that can be faulted for that is you so don%26#39;t find fault with us or with them for your actions, you could have stayed elsewhere, tons of places to choose from and not hard to get there on time for when your child has to be there for the tournament if you are organized, takes no time at all to get your car from valet at another hotel....oh and they don%26#39;t charge for valet, only thing that is nice to do is tip a couple of bucks for the service. The parking garages are also very easily accessible from most of the hotels so not any different than getting your car after shopping at a mall.

gabbygambler, my husband was not rude to the check in clerk. She was rude to him. I am not picking for him as he is my husband; I%26#39;m telling you honestly the clerk%26#39;s attitude was one of defiance. I don%26#39;t know if you consider it okay that someone would shake his/her head at you while you are trying to talk to them.

Yes. I realize we could have booked another hotel and cabbed it. You do not seem to understand the mechanics of a chess tournament and time controls. You need to know that there is time spent to get the player awake, get breakfast ordered, and take a cab. All very easily said but not that easy to do in reality. Do you realize that chess players can play for 8 hours straight? My child has done that as he%26#39;s playing in the open section meaning he%26#39;s facing players rated from master to GM level. Therefore, his afternoon game may last until 11 pm. Then his morning game begins at 10 am. Playing chess people think doesn%26#39;t drain you but it%26#39;s a mental sport which is akin to a physical sport. When he sleeps he doesn%26#39;t want to wake up but he%26#39;s got to do so in order to make the game time. So for us to stay further away from the tournament venue is inconvenient.

I%26#39;m sorry that you find my statements to be beligerent, but if you witnessed the treatment of the hotel%26#39;s clerk and manager you would understand better what I feel.