River Rock Casino Resort - Richmond

First time staying here, was booked into a Junior Suite, on arrival was told over booked, but they still had a " nice" room for us, and comped us a $40 food voucher for apology, well turns out room was across the street at The "other" hotel! so we had to drag our luggage from one location to the other in the wind and rain, the other disappointment was parking, the River Rick parking is a good five-ten minute walk from reception! or if you want to pay the hotel across the street ( where they sent us had pay parking, was only $3 but principal, so we moved the car there paid for parking, the meters to pay were not easily identified, finally found, walked to the elevator, the stench of urine in the elevator lobby park-aide side was gagging ! I get it, public transit/ homeless etc, but,,, for what is suppose to be one of the better hotels in my opinion should have been addressed regularly, this is our opinion of our experience

Well our hotel room looked clean at first but I was surprised with the amount of dust on the night tables and dressers. Like it wasn’t even wiped. Also one of the side tables in the living room suite had what looked like a sticky juice stain on it. Definitely was not impressed. Then our toilet flooded. We called the front desk, maintenance, housekeeping and no one answered for over 20 minutes. I had to go down to the front desk and wait in line to ask for a plunger. Seriously not impressed. The pool was fun.

Paid full price for the room and was disappointed to find that the Buffet is only open on the weekends. Consequently meals are limited to the mediocre fare available at the food court and the Curve Lounge. The online info promised bathrobes and slippers that were non existent. Our information was check in after 2pm. but our room wasn't available until after 4pm. The rooms are certainly nice enough but when we are paying in excess of $300 for a room for the night we expect all the promised perks. For me, not a devoted gambler, the Buffet was the only reason I agreed to go. Because both my wife and I are retired and live on the island we try to take advantage of the seniors discount on the Ferries Tuesday to Thursday. It is not likely we will visit The River Rock on weekends. Disappointing.

This was my first casino so take my review with a grain of salt. I went for a couple of hours, had dinner and went home. This place felt pretty clean and orderly, the food was okay, and I’m not sure if it’s because i’m poor but this place felt pretty prestigious! I got nachos for dinner which tasted good, but the cheese was tougher than the chip which made it awkward to pick apart/share. The main area feels a bit crowded by the machines, but that’s to be expected. Despite this, I found it easy to navigate and I had fun exploring without feeling lost. Overall, it was a decent first time!

Disappointing. The room was nice, clean and comfortable. The lower rating is because of 2 main issues and 1 really frustrating room feature. The frustrating room feature is the shower. It is very difficult to figure out.... Like comically bad. Lots of cursing on my part. The issues were 1 the pool area was closed. This would be very good information to have when booking. A hot tub was a big reason why I chose this hotel in the first place. I was only told of the pool closure after I had checked in and they had given me the directions to my room. The other issue was that there was no maid service during my 2 night stay. At $300 a night I would think that that would be included. I missed my in room coffee the second day as well as I ran out of shampoo due to the lack of re stocking the room.

We got the suite for a couple of nights. Very impressed with the room. It was clean of course but the small details of the room, paint, fixtures, fit and finish was top notch. The king bed was one of the most comfortable hotel beds I've slept in. Very happy!

Hotel layout and staffing issues hold River Rock from even a satisfactory score. Booking Scheduling was simple and easy. Staff were polite, showed an understanding of the layout of the property, had suggestions for surrounding activities, and were able to follow up after booking with relevant updates. I was impressed with the follow up that the pool was going to be closed for maintenance during my stay. Most hotels are not organized or thoughtful enough for that. Phone System I found that the phone issues plagued the River Rock. From booking, and through the entire stay, callers from outside or inside the hotel are not able to consistently speak with staff. I had the line put me on a hold for long periods of time, drop the call, or hang up the call. Staff explained that the lines were so busy that calls were no longer properly working. Parking The River Rock has paid parking across the street from its suites, and then has its own parking that is 10 minutes walk from the hotel. This is probably a disputed point because you can walk into the casino within probably 5 minutes which would subject hotel guests to the entire length of gambling activities. But if that's not satisfactory then you will have to take the long scenic route along the back end next to the mini Marina or through the front with a mix of casino and hotel traffic and taxis. Distance aside, guests - including suites - do not have reserved spaces for easy access. You must compete in a free for all with gambling guests and public until you give up entirely to park on the roof with employees. Only one set of elevators were functioning at the time of this writing, and your lack of awareness of this may mean climbing stairs back to your car. Food Staff are overworked here. You can see the same staff working days at a time and they're running. I think standard fare like burgers and fries may be passable but Asian offerings are tasteless. When the food was delivered, no plates or cutlery were offered or included. Plumbing Top floors for suites have challenged plumbing. I ran hot water for some time before getting the temperature right. Wet bar sink was plugged, but staff were able to fix this at a time I requested. Housekeeping Staff explained that rooms would not be cleaned each day, but requests can be made for cleaning. I forget what interval they were offering. First night, pillows smelled like someone's sweat. Housekeeping staff were very capable, and answered any requests if things needed to be topped up. They were ready to clean the room according to my schedule as well. Customer Service/Management I wanted to discuss my issues with the manager. Benjamin Lawrence was supposed to get in touch but never did.

I had dinner at the buffet last evening and most of the experience was amazing. My only issue was that many of the items were not replenished when they ran out. As a result, we were limited by what options we had to choose from. The desert area was nearly completely empty, which while probably more healthy for me, was still sad to see. On the fence as to whether I would return, the food I was able to get was really good but for $50 I think I got more like about $30 of value.