"I booked a room for two nights at the Masquerade Tower at Rio Hotel & Casino in Las Vegas. As soon as we opened the door, we were hit with a very strong moldy and smoky smell. The room was outdated and not suitable for a comfortable vacation stay.
Because I am allergic to mold and smoke, I had to leave immediately and went to the front desk to explain my health concerns. The receptionist initially told me that I had booked the older section of the hotel and that no other rooms were available. I clearly explained my situation and emphasized that I could not stay in that environment without getting sick.
After some back and forth, he returned with two options: stay or leave. I chose to leave and asked him to cancel the reservation. He confirmed that it was canceled, and I requested a receipt. He printed a pro forma showing only the resort fee. I pointed out that I had paid over $600 for two nights, not just the resort fee. He told me I would need to contact the third-party booking site for a refund.
I then asked him to provide written documentation explaining why I left the room immediately due to the conditions. He refused to print anything but said he had notes in the system. I insisted on having something in writing, and eventually he wrote the reason by hand on the pro forma. Unfortunately, I did not get his name, assuming the hotel letterhead would be sufficient which was a mistake"
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