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| - Let me start out by saying that my room at Aria Sky Suites was incredible. We had a Aria Suite on the 54th Floor with a view over the pool looking towards Red Rock Canyon. The layout, size, decor and technology in the suite was awesome. Lots of automated lights and curtains for the floor to ceiling glass. The bathroom was easily the nicest bathroom I have had in a hotel room.
The restaurants in the hotel that we tried (bar Masa, American Fish, and Javier's) were all excellent (I highly recommend the happy hour bar menu at American Fish).
The casino is a little cramped, but I never had a problem finding a table to play blackjack at, so it wasn't an issue.
We spent two days by the pools, which are very cool, quiet and laid out nicely. No complaints there.
Here's where we get to the fatal flaw with this hotel, and why I almost certainly will never stay here again. Service. Like I said, we stayed at Sky Suites, which is like a hotel within the hotel. It has a private driveway, private check-in, and private bars and elevator access. You have a personal concierge, so the expectation is that you are paying for access and impeccable service. Unfotunately, none of that is delivered.
I booked dinner and brunch and car transport reservations a month in advance on the phone with the concierge to ensure all was perfect (anniversary trip).
Upon arrival at McCarran, our driver that was supposed to meet us was nowhere to be found. After three calls to the concierge, who each time swore he was right there, we finally met up with the driver, who proceeded to grunt at us, not offer to take our bags and trudged like a 10 minute walk to where he was parked.
At check-in, the bellman took our bags and disappeared, not giving us a claim ticket, so our bags were AWOL for an hour and a half, requiring two calls to the desk to get our bags so we could changed to go out.
I had ordered flowers and champagne to be in the room at check-in for my wife, they were there, they were beautiful, and the card was made out to me; not my wife...
I had made specific reservations with the concierge to have brunch at Mon Ami Gabi at Paris and I wanted a outdoor table guaranteed. I was told; done; taken care of. When we got to our reservation; no reserved table outside.
During the stay, every place in the hotel felt understaffed. Long lines at everything. Two days by the pool for several hours each day, and we not once could get a cocktail waitress when we needed one, instead needing to get up to go the bar every time.
Lastly, and to me, most annoyingly was our experience at the end. We reserved the car to take us to the airport. We make a point to get In and Out Burger drive through on our way to the airport when we go to Vegas. It's literally 1/4 mile from Aria and on the way to the airport. The transport captain refused to let the driver stop, and told me the only way he'd approve it is if I had a casino host approve it.
In essence, the hotel is beautiful, the rooms are amazing, and the service is not close to it. For the price point and the way they market Aria Sky Suites, I expected Ritz-Carlton like service. I got the exact opposite.
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