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  • I guess being a Casino Guest at another hotel you get spoiled with exceptional service by your host and how your treated accordingly. With that said referred to a new host from a friend of mine as myself and 7 friends headed to Las Vegas for a 4 night stay and 3 days of top shelf golf, food, fun etc. I will as I get time detail each restaurant and golf course individually. This is simply the Aria and its set up. My New Host Nicole Houng was arrainged and she set up King Sized rooms 3 non smoking and 1 smoking for the gamblers in the group. The other 4 guys set up their rooms on their own. All Rooms confirmed via email and very specific regarding type of room set up. If you recall my last trip outside the Mandalay Bay or Bellagio the Cosmopolitan was a complete phuck up. This I hoped would go smoother. We all arrived fairly late in the evening approximately 10-11PM Local time. on Wednesday evening. Upon check in we were told only the 1 Smoking bed king was available and all others would be queen beds only for night one. Reading the reviews from other clients it appears this is the # 1 complaint. Either they don't have enough kings or they simply do not honor reservations. Being from a casino reservation you would expect the king beds to be saved but alas it was not to be. I had a short an animated conversation with front desk manager Ron Miller and told him this would not happen at the Mandalay Bay. His Response and I quote " If you would like for us to take you over to the Mandalay Bay we will be happy to". I literally was about to jump over the counter and smack the guy I was so pissed off with the complete and utter disrespect he seemed to sense it and backed off. Bottom line NO KING BEDS a bad start. Check in and the queens and rooms are pretty dam special. Every modern accoutrement and electronic set up including an I pad to control, lights, temperature, wake up calls, windows etc. Beds for my taste entirely TOO SOFT. Heavenly mattress and linens but I need firm bed. Bathroom handsomely appointed with tub and separate shower and toilet. Twin sinks but the power outlets sat in the middle directly behind all their soap shampoo set up and it was difficult to plug things in without knocking everything over. All and all rooms pretty impressive king or not. Unlike many hotels, elevators plentiful with good security checking room keys. Step back now as upon check in I sent a quick email off to Nicole (Casino Host) and relayed the evenings spectacle at the front desk. She was IRATE that we would be treated that way. Mind you I'm on a 100% comp room while the other boys are new casino rate guests. Nicole went up and beyond at this point first by comping the rooms for the other 3 guests on a casino rate for the 1st night. She had valets move all the luggage and clothes and toiletries the next day to anyone who wanted king rooms. Sent us all 8 a Complimentary buffet pass for the next morning and the 4 from the casino received a bottle of champagne, chocolate covered strawberries and pastries Thursday night. Let me tell you something, I've been around customer service all my life and this lady gets it. Thank you Nicole our stay was nothing short of outstanding and anyone I'm sending to Vegas will be heading your way. I'll review the restaurants separately. Bottom line is Casino was spacious and never Smokey. Never made it to the pool but looked nice. Transportation and bell person service was easy and quick. Spacious promenade level with multiple dining options casual and formal. All and All a pretty impressive hotel that understands customer service. One small caveat that needs to be mentioned. Playing Craps the last night I walked over to the table with a bag in my hand had a golf shirt in it "Gift". Stan the boxman stated don't forget your bag when you leave ok. Played craps did very well and at one point a die hit off the dealers chest back into play and the stickman called no roll. WAIT it was a winner 10 about 1K payoff to me and my 5 friends Playing. Before we could even start the uproar Stan said PAY THEM. That's star #1. Then after we all did fairly well, we went to the cage and I of course left my bag under the table. 10 minutes later Stan runs me down and finds me to hand me the bag. Again up and above and beyond the call of duty. Super service and then some. Great Experience and will definitely stay here again.
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