Rio Sands Motel

The staff are still amazing, and we’ll keep coming because we really do love this hotel. We’ve been here several times a year for over 20 years, often with family and large groups, so it’s always felt like home. Since the new owner came in a little over a year ago, though, things have changed. Breakfast is gone, and we used to be able to stay and use the pool until 4 p.m. after checkout, especially in the off-season when it was quiet. This visit felt very different, and losing those things makes me sad. I’ve heard longtime guests say the same. I hope the new owner realizes why people who’ve been coming for years return. The staff have to follow the new rules too, which makes things harder for guests.

When I called about a reservation I’d made through Trip.com, Ella at Rio Sands Hotel couldn’t find it or complete it on her end. What frustrated me most was how little effort she seemed willing to make to sort it out. We asked questions and suggested possible solutions, but she kept coming back to what she couldn’t do instead of looking into the problem or offering another option. It felt like ending the conversation mattered more than helping a guest. Customer service doesn’t mean having every answer, but it does mean trying to help, and that was missing here.

Ethan was great and really helpful, but I can’t recommend this place. The room cost over $200, and the bed was so hard it was the worst I’ve ever slept on. I should have tried the couch or even the sidewalk. I got no sleep, and there’s no AC either. Around 7 a.m. I spoke with the front desk woman, who said the manager would call about a 10% refund. Nobody called, and there was no refund. She kept telling us, “you guys are good to go,” as if she just wanted us out the door before anyone else heard how bad it was. This was on September 29.

I barely stepped inside before turning around and leaving. The smell was horrifying, and the place felt run-down and badly kept. It needs better house cleaners and updates, including an air conditioner. I’ve never had such a distasteful experience, and I’d never recommend this non-air-conditioned hotel to anyone. I almost never leave reviews, maybe two or three in my whole life, but this was so sad. Does anyone who runs the property live nearby and check on it regularly? Someone should.