Our room was not properly cleaned

The room rate we were charged was NOT what we expected based on our booking. No willingness on their part to make a change. Room was booked for 4 people, but they had it set up as a two person room. We had to go to front desk (room phones didn't work) to ask for beds to be made, then towels to be brought up. Air conditioner didn't work so we had to get maintenance in to fix the overheating room. Room not available on arrival. Door handles didn't close the door properly in the room, garbage can had not been emptied. A very unhappy experience I had to overpay for. They were fully booked and unable to keep up it seems. I've stayed here before for the convenience of the skytrain right there. On this trip I noticed other places just as convenient. I won't be coming back. This is not a place for families. Kids can't access the restaurant as it is in the casino area. Only food choices are Starbucks. You pay a resort fee when you can't use the resort. Find another hotel if you are a family.

Parking is very far away, prepare to walk for 15 mins from your car that is on a parkade across the street to your room. Room was not clean at all… and to boot, there was blood on the toilet seat, and it wasn’t from us. Sink tap was scorching hot (even the cold was scorching hot), my son burnt himself. Maintenance fixed when we called but it was a huge liability. Walls were paper thin, I heard every convo at 2:00 am. Would not recommend at all. RUN!

The room was clean and we were able to relax. The only thing I didn’t like, when I parked my vehicle, I had to go way out to P2/3 and the parking was not accessible to the Hotel (indoor)

The staff was super nice, even in the casino and food court area. We were upgraded to a suite with 2 bedrooms which was a bonus! It was extra comfortable after spending 10 days on a cruise.

Hotel was clean, staff were polite. Valets were the highlight as they were extremely friendly. Wouldn’t recommend for people with kids personally was hard to get into the Buffett and kids can’t go into the casino to access the other two restaurants. Pool was neat (main reason we booked) but very cold. Room was nice enough, sad that the hotel is under an air traffic pathway so planes fly over constantly. Didn’t have a fitted sheet on our bed they used a top sheet instead. I would say for what I paid it wasn’t worth the value.

The check-in was very slow. Not enough staff to help all the guests. The actual check-in process was not fast, the valet service was unorganized, there is no luggage trolleys to use, WiFi details weren’t clearly identified. For the room little pods of coffee creamer would better than the powered creamer.

Very nice….,and great bed

There was not much for family friendly dining, fridge froze everything and the coffee machine didn’t work

Not a great stay for us! After a great trip to New York and Banff we turned upto this hotel to be told that they had no rooms available even though we booked 4 weeks in advance through Hotels.com.. After standing our ground because we had a booking they finally found a room however I booked specifically at this hotel for a water view and we ended up with a rundown room with a carpark view. Went to get something to eat and was told they would not take our order as they were too busy even though it was two hours before they were due to close.i wouldn’t recommend this hotel at all.

Parking was terrible. No room service available. Hidden fees etc…

We had a late checkin and had to leave early, but we’re processed quickly and everything met expectation. We will be back! The RiverRock is our Go-To when we are in Vancouver.

Nice hotel. Very cool swimming pool and a casino to boot.

Your reception desk was professional and courteous however the room lacked cleanliness. This is not a situation where the housekeeping should be reprimanded as the room itself had an overall cleanliness but there was mold spots in the shower. It needs to be regrouted and a deep clean. I would not recommend any of my clients to stay here until the rooms are repaired.

Got a nice upgrade. Awsome access to the skytrain for a quick shot to YVR. Not much for restaurants on site although the burger I had from the casino food court was great.

Rooms are dirty with dust everywhere. Our room smelt like moth balls form the 1980's. Other than proximity to the sky train and airport this hotel is nothing special.

The wifi is extremely unstable. Trying to contact the front desk but no one picked up the call at 8:30PM.

The hotel is at an excellent location, with a very good swimming pool with water slide. And, the Skytrain station is attached to the hotel. However, when I checked in, the hotel only showed that I've one room reserved (I've reserved 2 books thru Hotel.com). The front desk rep was able to add another room at the rate from Hotel.com. But, it did cause me some anxiety. Also, I've to park in the casino parking garage at the end of the block, instead in the hotel parking garage.

The River Rock always has enough staff to look after guests. It's a10 minute sky train ride to Vancouver airport. There are restaurants and shopping near.

The front desk is rude and impatient. She looks like she hates her job and everyone. The sofa in the room is dirty with some blood stains. The bedsheet has few holes.

The beds are super comfy and the hotel is very clean (YAY)!! The website said there were robes, but there was none. The room phone didn't work - wanted to call the front desk, or maybe you had to do something to get it to work. Wasn't really loving that you had to have your room key in the slot to get the lights to work. The parking is not the best, having to walk from the free parkig garage to the hotel, but you could also pay just $3/day to park in the garage across the street which is pretty cheap. From that garage (not owned by the hotel) you can use the skybridge to get to your room. The room had a coffee maker, mini fridge, safe, iron, hair dryer. All of the employees were nice. :) This is a nice hotel/casino and I would definitely recommend!

The only good thing about the place is that it’s close to the SkyTrain. Room safe didn’t work, ants in our bathroom, broken elevator, broken skywalk, and we had staff with a vacuum barge into the elevator on the main floor before we could get out. Front desk didn’t seem to care much and (I’m a woman) the man checking us in kept trying to get my husband to sign documents and gave him the keys and talked to him even though it was my reservation and my credit card. Beware they charge you 2% on every credit card transaction even at the Starbucks. All indications point to a management that just doesn’t care if you stay there - only that you gamble.

Stay was okay. Closed Curves which was a disappointment. Some staff could be friendlier.

Would not recommend this hotel for a family. The restaurants are in the casino where you can’t take children and they don’t tell you that on website. Don’t want to eat my meals in my room. One of the 2 elevators was not working. After cleaning room, they did not leave enough clean towels. The pool had plenty of towels. Pool was fun for kids but water temp was not warm enough! Hot tub jets were very weak. A map of area with restaurants & sites to see would be helpful.

We stayed in the east tower room on the 7th floor. The hotel common spaces and room were fine but what was really unacceptable was that there was only one working elevator. As there is no stairs available for guests, every time we needed to leave our room we had a wait of up to 10 minutes to catch an elevator that was not completely full of other guests. Other guests we spoke to said they waited over 20 minutes. We understand that the other elevator had not been functional for almost one year! We were not told this at the time we booked or even checked in. We will not be staying at the hotel again until the elevator is fixed as it was very inconvenient and impacted our stay negatively. For those with mobility issues this can be a safety concern in case of emergency.

Actually, the room was great unless someone is talking anywhere in the hallway and then you can hear every word. Also, the metro going by frequently is easily heard. My biggest concern is the excess fees they charge. There’s 2% on top of any credit card usage. They also levy their very own Resort fee! This is independent of government fees. All I can say is wow! This is a casino, so I guess they know there is a sucker born every minute.

Came for a quick staycation with the kids. Plan was to do lots of pool time and go for dinner. The pool was terribly cold and the only ‘kid friendly’ restaurant in terms of menu was in the casino where kids can’t access. The room was fine but we wouldn’t come back.

I am disappointed not because of hotel service. When I booked the hotel, I chose to pay at the hotel at fixed price with all inclusive. But when I double checked my email receipt. I found that the hotel charged me more. I assumed the hotel charged me the price same as my reservation at hotel.com. If anyone like me to choose pay at the hotel, you all must double check before you go.

Nice place (for a casino resort). The parking lot for the suites side (which is above the casino) is not close to the check-in. It is at the other end of the casino. So you either have to walk outside the casino or through the casino. The problem comes when you have to walk through the casino. In BC you now have to have your Provincial ID SCANNED in order to enter the casino. So every time you just want to get to your car, unless you want to brave the cold, they take your ID, verify it and you are allowed entrance. Of course you have to do this BOTH WAYS. Going to your car from your room and coming back. In over 30 years, I haven’t shown my license to police officers as often as I have to the casino security, just to stay at their resort. At check in, if you use their luggage carts, you have to LEAVE your license with the desk (resort rules) and you get it back when you return the cart. I’m not so keen on leaving my ID given ID theft nowadays. And you have to leave your keys with the Valet while checking in too. They truly take control of you once you enter their property. They would be a great resort. Just separate the casino to a separate building and it would be perfect.

perfect

Really enjoyed our time. For families the parking is very far away, food court is in casino so kids can’t enter. Pool was way too cold. All that being said the pool was amazing despite being cold. We ordered food and ended up eating the room. View was fantastic! You can hear plans landing but it didn’t bother us at all. Wish there were more elevators.

The carpet was very dirty. No signage in the resort to find anything. Couldn’t eat at the food court because you had to walk through the casino to get to it and kids aren’t allowed. Pool was very dirty with bandaids. They overcharged me by $150 more than Hotels.com receipt, which I am still trying to get reimbursed.