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  • About two weeks ago I called aliante station to book a room for our honeymoon. When I called reservations I inquired about the bigger suites. Instead of quoting me a rate they transferred me to the front desk; the lady that answered the phone suggested we book a regular room and we could upgrade to the suite we wanted for only $75. I thought this was awesome and both odd because I work for the hotel industry and you normally want to get the revenue. Besides the point; we are a newly wedd couple and thought this was a great deal. A week before the the honeymoon/wedding I go directly to the hotel and added my fiancĂ© name to the reservation so he could check in. Again I asked about the upgrade and they conformed the upgrade rate for the suite we wanted. when my fiancĂ© went to check in they told them it was not the case and we would have to pay $300 more for the same suite I was inquiring about from the beginning. We asked to speak to the manager to clear the situation up and he wouldnt honor what we were told even after the girl i had spoke to was there and confirmed and remembered our conversation. We ended up getting a much smaller suite at a much higher upgrade charge. We were both determine not to have anything ruine our wedding day. The day of our check out we asked for a late check out and they did grant us one extra hour but were quick to threaten with extra fees if we stayed longer. Still determine not to let that ruin our day we go back up to the room to rest (we had a long day the day before b/c of our wedding and reception and wanted to take a nap) not even 10 mins into our nap when we hear the fire preventative alarm go off in our room for about 15min!!! Needless to say we didn't rest and the late check out was ruined. When we go down to reception to check out we explain to them that e late check out was pointless bc we didn't even get to rest. We didn't get an " iam sorry, I apologize,etc " nothing!! She wasn't even smiling which is standard AAA customer services. And the last thing that happened and I would normally wouldn't even bother with this but it was just too much, one of there employees was smoking right outside the hotel in plane site for everyone too see. It was suppose to be a very special day for us, we did try to make the best of it but aliante just kept failing and no attemp what so ever was made to help ,rectify , or make or day special . This kind of customer services would never happen in my hotel and if it did we would have done everything in our power to fix it. Very disappointing
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