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| - January 18, 2014
My siblings and I decided to treat our mother with a trip to Vegas as a birthday gift. We were all very excited to stay at the Aston MonteLago Village Resort. We had originally booked our stay using a Living Social deal for two one-bedroom suites. However, upon arrival we asked the front desk how much it would cost to upgrade to one of their three bedroom casitas. We were told it would be an additional $80 a night, at which point I contacted my siblings in front of the woman who was helping us and explained the additional cost. We all agreed that an additional $80/night was reasonable and decided to upgrade. I was told to sign a document that, among other things, stated that I agreed to pay all fees. However, this document did not state what those fees would be.
After a four night stay that in and of itself deserves a one star rating, we proceeded to check out and were told that we owed over $700 for our stay. We asked to speak to a manager to resolve the issue, but were instead surprised when the manager laughed at our face while continually repeating, "I'm sorry you feel that way, but the customer is not always right and I trust my employees." Despite many attempts at reasoning with her and trying to explain what had happened, she treated us with contempt and complete disrespect. When we asked to speak to the General Manager, Nicholas V. Larez, she told us she could not bother him as he was busy and that either way he would reach the same conclusion she had.
I am truly appalled that something like this could occur and that the customer is left with absolutely no remedy. In retrospect, I suppose I am to blame for not asking that everything be put in writing. Yet, it is disconcerting that one would have to be so skeptical and weary about the hotel you are entrusting with your stay. The point of traveling to Vegas and staying at the Aston MonteLago Village Resort was to relax, and I am saddened by the fact that we were tricked into paying twice what we had agreed and that we were treated like complete scum by all who we encountered, especially the resort/property manager.
I would not recommend this resort to absolutely anyone. In fact, I would strongly urge everyone to avoid this place at all costs. Not only were we treated with complete disrespect and cheated, but the resort itself is sub par. The pools were drained and closed, the restaurants and shops would close at random times despite the hours displayed on their doors, the odor at the resort was insulting, and the room accommodations were just awful.
UPDATE January 22
After numerous calls to the Aston Montelago Village Resort and their corporate office, I finally got in touch with the property manager, Nicholas Larez. From the get go he had set his mind on the fact that I was wrong and his employees were right. After a few run-arounds, Nicholas Larez finally decided that he would give me a refund for the price difference ($80 vs. $125/night) after saying, and I quote, "To be honest, it doesn't matter to me whether I give you the money back or not, so I'll just refund $45/per night to your card." While I am content that I was returned the money that was wrongfully taken, I am amazed that the property manager, essentially the face of the resort, would treat a repeat guest with such disrespect. Moreover, I was surprised that he would admit with such disregard that he could care less whether I got my money back or not. Surely, the $45 refunded to me did not come out of his pocket, but for the sake of the resort I'd imagine he'd act a little more professional when providing a refund. All in all, I will never go back to this excuse for a resort and I will never recommend this to anyone.
For your own sake, stay far, far away from this place.
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