Business ProfileforRio Guadalupe Resort

As a stage four cancer patient & stressed out police officer, I had been excited to stay here again for the millionth time and make more memories with my daughter. We had paid for a two-bedroom cabin with a couch and had already been checked into that cabin. After wed already been checked in over the phone 2-3 hours earlier, we received a call telling us we were being moved into a smaller efficiency cabin and would be given free tubes and the difference of the room rates. When explaining this, the general manager, *****, was so incredibly rude. At first we were lied to and told there was a problem with the room & when I asked what the issue was, I was told it was a maintenance issue. After further probing, ****** came on the line and I was told my cabin was given to a family who had been staying with them for 25 yrs and needed the cabin I had booked almost a month earlier. Never mind that me and my family have been staying there for close to 20 years. Literally my brother and his family are checking in Sunday & staying for over a week. We all stay every year, sometimes multiple times during the summer. When I called the next day to attempt to express my concerns due to ***** not listening and cutting me off and talking over me, another employee, ******, answered and was also so incredibly rude. ****** was interrupting me, talking over me and she hung on me. I felt like I was in a twilight zone. First of all, Ive always had good experiences with *** (other than a pubic hair on sheets incident the year prior, which I just asked for a change of ************** make a big deal about). But for these women to brazenly act so outright rude was a new experience for me, especially when they were putting us in a cabin that totally didnt work for us, against our will. On a bright note, the guy who does the shuttle drives is a gem- hes so friendly and nice and literally everyone else I dealt with at Rio was friendly and great, besides ***** and ******.