The Aria has done what many businesses fail to do - effectively deal with a complaint from a customer and then turn that customer into a loyal lifetime client. A few years ago I had a very specific issue with the hotel and wrote a complaint to the VP while highlighting all of the positives. I was extremely impressed with the response and it kept in the back of my mind.
Fast forward 2 years and I was back in Vegas for a Bachelor Party and while most of the guys were staying at the Cosmopolitan I reached out to that VP to see if they could win me back. Did they ever.... it was an amazing 5 days at the Aria. As expected all of the restaurants were amazing, the room was beyond expectation and the service on all levels was what you expect from a top notch hotel. They have earned my trust and I will stay at the Aria from here on out.
Now big deal you might say. Well I do go at least once per year and more importantly, the entire bachelor party group was so impressed with the Aria that we slowly started spending more and more time there instead of the Cosmopolitan. End result - a large group of professional men who all mentioned they'll stay at the Aria the next time they are their with their partners - pretty impressive work Aria and Mr. Berry!