Update 3/13/24: Starting last Sunday (3/10/24), the Rio has not been sending mobile check-in e-mails, making in-person check-in the sole option available. According to front desk agents, this is a temporary technical issue and they expect it to begin working within a couple of weeks. We’ll update this post again, if/when it comes back online. In the meantime, potential mattress runs are bit more complicated.
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Last week’s announcement that the Rio Las Vegas is now a part of the World of Hyatt (WOH) program was met with quite a bit of interest among Hyatt fans. Not only is it a major expansion of Hyatt’s Las Vegas footprint post-MGM divorce, but it also marks the potential return of cheap mattress runs to Sin City.
Since then, we’ve been getting a ton of questions about how World of Hyatt benefits are being applied at the Rio, as well as the quality of the newly-renovated rooms that now occupy one of the two hotel towers. We finally have some answers.
Stefan Krasowski, a Hyatt Globalist who’s been in this space for years and writes the blog Rapid Travel Chai, spent some time at the Rio earlier this week. Stefan is a good friend of Frequent Miler, so we asked him if he’d mind sharing some of his thoughts about the stay as well as his experience with how WOH benefits were being implemented at the Rio.
Stefan will be publishing a full writeup of his stay at the Rio soon, which we’ll link to here once it’s live. In the meantime, his initial thoughts are below.
The World of Hyatt experience at Rio Las Vegas
First off, the question that everyone wants to know…were you able to check-in via mobile/online or did you have to visit the front desk?
As long as you book a day prior to the stay (or it might be up to noon day of check-in), you will get an email from Rio (not Hyatt and not the Hyatt app) to check-in. You pre-check-in with an ID scan and a payment method. If the room is not ready it will later notify you when it is ready for key collection at the kiosk or the front desk.
There is no mobile key, to get a key you either need to get it from the kiosk or front desk. Globalists can use the VIP check-in immediately to the right from the entrance (there is no signage yet, though it is confirmed with Rio Guest Relations).
How were Hyatt Globalist benefits understood and explained by the front desk staff? Did you receive 4pm checkout, free breakfast and an upgrade?
Hyatt Globalist benefits are understood and proactively offered by front desk staff. They have already seen many Globalists. 4 pm checkout, free breakfast, upgrade to newly renovated rooms in the Ipanema Tower were all proactively offered. Water bottles are offered at front desk though not placed in the room. Both the front desk system and the kiosk are already programmed to recognize Globalist status and the $0.00 resort fee without needing manual intervention. It is appears to get a solid integration.
Resort fees have been showing on Globalist and award bookings. Were those fees waived on arrival?
Resort fees are waived on arrival. As noted above, online check-in, kiosk, front desk all programmed to waive them. No reports of any stay booked through Hyatt channels having an issue on this.
Where is the Globalist free breakfast served and are there any constraints in terms of ordering or dollar amount? Is it good?
There are some varying experiences in attempts to suss out the exact limits of the breakfast benefit. The key part is that, as typical in Las Vegas, you need to provide ID matching the reservation to charge to a room and tell the host and/or waitstaff when you order. If you want till you get the check, the cashier will need to void the transaction and generate a new one in order to log the Globalist benefit. Do not just sign the charge to the room without mentioning Globalist or you’ll have a hassle sorting it out later. This means the restaurant controls things. There is one menu all day and the restaurant currently has extended hours 7 am – 4:30 pm due to renovation closures in other restaurants. Depending on who you ask, you may be able to charge breakfast at any time prior to closing, or it may be an 11:00 am cutoff. Based on my first-hand experience and overhearing other tables, the initial reports of a $27.95/person limit are not correct. You are also not strictly held to one entree, one juice, one coffee/tea even if some waitstaff say that. I had no trouble adding a side item as well as an entree that alone was more than $27.95. I do not know about alcoholic drinks from the full bar. The receipt clearly says number of diners and the restaurant rings it up, so one glutton ordering food suitable to multiple diners may not succeed.The restaurant, Hash House a Go Go, has original locations outside Las Vegas that are well regarded. I found it so-so and would not want to eat there for 60 breakfasts. For instance, the tangerine, orange, and apple juices listed as fresh squeezed are not and have not been for some time (menu may change due to my feedback). Steak and eggs are good. The modest fruit garnish appears some days and some days it does not. The biscuits are dry and the gravy is generic. A diner next to me found the chicken and waffles dry. Bacon and sausages both good. The giant pancakes look good as does the oatmeal bowl. Think Denny’s and your expectations should be met or, perhaps, exceeded.
The unrenovated rooms at the Rio are pretty tough from my memory. How are the renovated suites?
The renovated suites are spacious junior suites (i.e. not real suites, just a larger room with a couch in living room area). Things are new, comfortable, generic. Nest bathroom amenities. The refrigerator in two rooms that I have been in both emit a high-pitched whine that I needed to unplug. No in-room coffee or tea. Think something like a Country Inn or Hampton Inn with central air instead of window units.
What are your overall thoughts on the experience of the Rio as a Hyatt Globalist?
Highly impressed that, from day one, the integration (staff, systems) is so thorough. Lacking current signage, please note that if front desk check-in is needed, the glacial main registration desk can be bypassed by Globalists who can head to the VIP desk to the right of the main entrance. New key card readers are being installed and, to my surprise, that first morning fitness center hours were limited to 7 am – 6 pm. At 4:30 am, the front-line clerk refused to help. I escalated to the manager who arranged for security to unlock the door, and within a few minutes, a number of other guests also came down to the fitness center. I relayed my feedback to the manager as well as my Hyatt Concierge. To my pleasant surprise, by the next morning the hours were changed to 5 am – 9 pm, the old signage was taken down, and the hotel information line was briefed about the new hours. A day later Rio Customer Relations called me to confirm the change. Shows what can happen when a hotel chain directly owns a property!Rio is in an off-strip location, currently catering to a budget and local crowd. There is significant ongoing construction throughout the property such as in the middle of the gaming floor. The famed seafood buffet is gone many years. A gift shop has jewelry on clearance for $9. Walking to the strip involves crossing over a freeway on a tumbleweed-filled pedestrian bridge. Good for offsetting some Vegas calorie intake. Perhaps not in current state the ideal choice for the typical Vegas trip. The current price is right for what you get.
Quick Thoughts
A big thank you to Stefan for sharing some great info on what to expect from the Rio as a World of Hyatt members (and Globalist). I was pleasantly surprised to hear how completely benefits are being implemented at the hotel, even if the overall product as it exists now seems a bit middling. But, for $25/night midweek…
If you’re a Hyatt member who’s stayed at the Rio since March 1, we’d love to hear about your experience as well! Please share it in the comments below.
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I had two stays this month. I received mobile check-in emails, but ran into errors both times that prevented remote check-in completion. I also ran into errors at the kiosks, so checked in instead at the VIP lounge.
Any recent DP’s on mobile checkin working for ghost stays? Thanks!
I had a stay in late May where I was charged a resort fee as a Globalist. A phone call today resulted in a refund, but “No reports of any stay booked through Hyatt channels having an issue on this.” is a bit misleading. I have a report 🙂
I am looking at booking and resort fees are showing on my mobile app, despite being globalist. Do these disappear at the time of stay?
Yes.
Mine did not. Yours might.
Totally seconding the comments from Henry from eight days ago. Confirming that breakfast is limited to 7 AM – 11 AM, and confirming the limited 4-item menu.
The breakfast was awful. It’s especially insulting, when you see the gargantuan plates of chicken and waffles and other delicious looking breakfast going by non-globalists ordering off the regular menu. On top of that, the “fresh fruit“ was the usual dispiriting grapes, cantaloupe, and honeydew you would expect at a quality inn. Simply inedible. (And no toast/bread included or offered.)
The “healthy start“ breakfast was an overcooked greasy eggwhite omelette with spinach and loads of mushrooms, but only two measly diced tomato segments. Practically flavorless.
On the plus side, specialty coffee drinks are included.
Half the entrées on the regular menu cost less than the WOH breakfast, so one really ought to be able to order those in addition to the flavorless globalist selections.
5/13 – still no mobile check-in as of last night.
More devastating are the breakfast changes. In addition to the hours being reduced to 7am-11am, Hyatt Globalist breakfast is now limited to a specific 4-entree menu that’s basically a continental breakfast: think Holiday Inn but better quality:
Portion size is also extremely small: I got just 2 eggs worth of scrambled eggs, 2 strips of bacon, and crispy potatoes with a juice and a coffee. The receipt says: WHG ADULT $20.99.
I only paid $28 for the room, so I can’t complain, but this is a huge letdown compared to earlier DPs.
Same experience. I wanted to add, I paid $4+ for two slice of bread that was barely toasted because I like to make a breakfast sandwich. Otherwise no complaints about the food. Servers are friendly but rushed to turn the “Globalist”. Cashier was combative because I didn’t have ID on me. I only went down with room key and coupon they give me at check-in. So bring your ID …
Not sure why but VIP check-in was closed when I stopped by after breakfast for the two free daily bottles of water. The Rio should really just give you the total upfront. Having to stop everyday is a waste of time.
Someone is reading this… Today, a biscuit was included, lol.
Datapoints:
3/11 – No check-in email for Monday 3/11 for Globalist.
3/25 – No check-in email for Monday 3/25 for Globalist.
Thanks for updating. I stopped making reservations until I see success again
Same here. Also self check in kiosks don’t work as of 3/25.
Was hoping to check in today with mobile. Still no deal. Push reservation out 6mos and price went up to… $35+tax. Still a decent deal if you need a night or two to top up and cant spend on card
Seems completely dead at this point
Another failed mobile check in today… seems like either Rio removed mobile check in completely or it’s temporarily down
Do AA Elite members get miles and loyalty points as other Hyatt hotels?
Sunday was 3/10/24 not 3/7/24
I “checked in” via the email link on March 5th with no issues. Key kiosk code was sent when the room was ready. Room number showed up on the Hyatt app. Resort fees were waived for being a Globalist. EQN was credited to my account.
Last week had no issues with reports. Ever since Sunday onwards, seems mobile check in emails have not been going out to anyone
Did you have to go to the front desk to have resort fees waived or was it automatic?
Did you book directly with Rio or through Hyatt?
I booked directly through the Rio website.
I heard recently that they have decided to permanently turn off the mobile check in feature because they had so many ghost stays. Haven’t seen it “officially” confirmed anywhere though.
I called Hyatt to ask if I can book on the Rio website to get a better rate and be eligible for the EQN and was told I have to book on the Hyatt website. So frustrating,
I had a 3 night reservation starting yesterday (3/12). Never got the mobile check-in email. I called the front desk to see what was up, and they told me that the mobile check-in option is going away due to the merger.
Hmm… going away? Hyatt concierge told me today they were still integrating systems for mobile check in but could take a few months
Had reservation for last night (1 night) but didn’t get mobile check-in option. Called Hyatt and changed date, then cancelled later. Have another reservation for Monday, fingers crossed
Let us know how it goes.
Stayed 1 night earlier this week and got the email to mobile checkin at 12pm PST.
Booked a 3 night stay starting today late last night (1am) and did not get the mobile check in email or text.
Had to cancel my reservation as no one else but you can check in either.
Any idea why I didn’t get the mobile check in email or text?
I had the same thing happen. 1 night stay: got the mobile check in email. 5 night stay: no email, and the kiosk said “your stay is not today” when it was. Had to check in at the desk. Maybe they don’t allow mobile check in on more than 1 or 2 night stay?
Have a friend that had a 3 night stay ending on Saturday that got the mobile check in. He started a 5 night stay yesterday and no mobile check in received.
He tried going in person (he actually lives in Vegas) to check in for me and him, but was told only the primary person on the reservation can check themselves in
Forced me to call Hyatt and cancel mine for a $60 (1 night) penalty.
Chris – I assume you’re not a Globalist? I booked within the 72-hour cancellation window and already got charge the room rate without the resort fee ($21).
Theoretically, if I don’t make it to check-in, is there any reason to call and let them know (vs. just no-show)? They’d just keep the 1-night rate that I already paid, they wouldn’t try to charge rack rate or something ridiculous, would they?
I am globalist. If you cancel, it’s a one night paid stay including resort fees. Resort fees are only refunded if you complete the stay.
I’m not sure what would happen if you just no showed. But if you try it out and you only got charged the $21, then that would be solid to not have to call Hyatt to cancel.
I had the same thing happen as everyone else where the auto check-in e-mail never came yesterday. I was able to chat with the concierge team and have them change the date…if it’s changed to a date outside of the cancellation window, you can then cancel the rez. You may be able to accomplish the same thing in the app without the concierge team, I didn’t even think to try that first.
I was able to move a reservation to next week Monday, Tuesday Wednesday for free. The hope is I get the mobile check in for that reservation.
However, I know at least two people that had check-ins today that never got the check in email again.
Data point: No check-in email for check-in on Monday, 3/11. Globalist.
starting to wonder if they removed mobile check in completely sometime late last week, with all the new data points from yesterday and today of no mobile check-in
No check-in email for me for a Tuesday 3/12 one-night reservation.
Not looking good… have seen 0 successful bookings this week. A ton from last week up to Sunday.
Gotcha, I had the same experience as you and Tim – no auto check-in email. I thought maybe it was because I hadn’t enabled mobile check in on my app or device (only realized that this evening). It appears I was able to change reservation to next week in the app, and I’ll cancel while still outside 72 hours.
Trying this too. My old phone was still registered to mobile check in.
I checked in on 3/3 and checked out on 3/8. Weird thing for me is that my credit card hasn’t been charged for the stay yet. Not even a pending charge showing up on my account. I do have a folio from check out that shows all correct info such as room rate, WoH #, and credit card info.
In-person or offsite?
In person