| rev:text
| - Two years ago I wrote a short review of the Aria. In it, I recounted the comedy of errors which led to my giving a 2 star review. In return, the hotel contacted me and offered an upgrade to a Corner Suite should I ever decide to stay there again. The opportunity arose on a recent trip to Vegas so I contacted them about the upgrade.
Very shortly, I got an email from my "personal concierge" who would be happy to assist with anything I needed during my stay. Unfortunately my "personal concierge" wasn't actually scheduled to work at any time while I was there.
The day before arrival I got an email from the resort stating that I could check-in online and they would email me when my room was ready. I input all of the information and awaited the email. When it hadn't arrived at check-in time, I went to the hidden Tower Suites Lounge to see what the hold up was. The young lady behind the counter explained that my room was not yet ready, but she'd be happy to check me in. I told her that I'd already done the mobile check-in, and all of the info should be there. It wasn't so I got to check-in again.
As I'm going through this, the woman to my left was speaking to a clerk checking her into her Corner Suite. He very kindly informed her that she could keep her original room or he could move her to a higher floor for a better view. She was now being offered her choice of two rooms... but my similar room was not yet ready.
Eventually the clerk re-checking me in finished the process and then called to check on the room status. Turns out it was all a mistake, my room was indeed ready but no one had updated it in the system. The indifference to the mistake and the general attitude was ridiculous.
On getting to the room I looked around to be sure things were in order. I also turned on the "privacy" light as I don't feel the need for housekeeping over a 2 night stay. For the most part everything was fine, except for the tablet controller in the bedroom which was not working. I called down to the desk and they said they would send someone up to take care of it right away. No one ever came. I didn't care if I could turn on a light using the tablet and let it go.
For the record, if you like a firm mattress the bed is very nice. The rest of the furniture is horribly uncomfortable, as though someone had covered a wooden box with slight padding and designer fabric.
The message light on the phone came on. It turns out housekeeping had tried to deliver an "amenity". I was told this was standard for suites and was likely "chocolate or chocolate covered strawberries". Further they said they could "bring it right up". Since I was going to be there for a bit, I said sure. It never arrived.
The next morning, I got up and went for a walk. When I came back I finished a shower and was in the process of brushing my teeth when housekeeping came into the room to find me stark naked. My response to this was less than delicate. Somehow the "privacy" light had been turned off and the "service" light was lit. I didn't do it, and the only other person in the room had been the housekeeper that had barged in on me.
I'd had enough. I called down to the concierge desk. The young lady who answered was quite empathetic and swore that she would have a manager and a housekeeping supervisor contact me as soon as possible. If you've read this far, you won't be surprised to find out that no contact was ever made. She also said that she'd make sure the amenity was delivered. I pointed out that I wanted them to knock and not just let themselves in. A half hour later, I turn around to find a man standing inside my door offering me a bag of amenities. Communication is not their strong suit.
The amenities as it happens were a bag filled with the old Aria grooming products which had become obsolete when they changed the packaging.
I finally went down to the Tower Suites Lounge and had a long discussion with the shift manager. She was apologetic, sympathetic, and was kind enough to wave the resort fees for my stay. She also told me that the person on shift before her has left a note stating that she'd called me on my cell. There is no evidence that this occurred. Before we parted, she said she would follow up on the ordeal when she returned the next day. And, to her credit, she did reach out to me to apologize further. Nice to know someone at the Aria values their guests.
At checkout I asked for a print out of my invoice so that I could ensure it had a zero balance due. What I got was a waste of a piece of paper that had the Aria logo, my name, address, room number, arrival and departure dates, and nothing else. I again asked for something showing a zero balance. She decided this was the right time to get snippy with me and said "I can't just type it in that you have a zero balance, sir." as she handed me the useless paper... "Would you like me to email you a copy?" The perfect idiotic ending to a perfectly horrific stay.
Thanks for the apology, Aria.
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