At the Riviera as at many of the Las Vegas hotels, if you are a player, it's best to check out with a host. There is a VIP office near the coffee shop at the Riviera. They will look at your play and decide what rate to use for your room and will comp other room charges if you have played enough. The Riviera hotel administrative system is organized for the lower end, mass-production visitor... if you want premium treatment (or even fair treatment, as in your example) best to let a person handle it. That's why the hosts are there.