"1"^^ . . . "Just checked out of Aliante for a celebratory staycation. My husband just signed an offer for a new job and we thought it would be fun to head out north since we had never stayed at Aliante before. We booked a regular room and asked about upgrade options when we arrived. The front desk girl said we could upgrade to the Presidential Suite for just $250 more, so we took her up on it and were off to a great start! \n\nGot to the room and it was really nice! Chef's kitchen, full bar, living room, dining room, 2 bedrooms, 2.5 big bathrooms -- very modern and nice! We started using the tablet that controls the lights/drapes/tvs/music and immediately noticed something was wrong. The speakers were all buzzing and the music video option would not work. There was a place to plug an iPod/ipad in, but no aux cord provided. No problem -- we got an aux cord and it still didn't work. We went through 3 engineers who didn't know what to do. They said another would be up to help us and they never showed up. At that point we were disappointed and decided to go check in for our cabana. \n\nChecked in for the cabana (great deal by the way!) and had a wonderful day at the pool with friends. The server Taylor was awesome. Our drinks were always full and we had a great time. \n\nCame back to our room around 6pm and called Kathy the manager to express our sadness about the tech problems and lack of engineer service since that was one of the key pieces we were excited about. She said she would cut the upgrade fee in half. Awesome -- we were happy. My husband went to take a shower and for some reason, the whole bathroom floor flooded. The nozzle was pointed straight down into the jetted tub (aka we know how to use a shower), but still the entire huge bathroom had water everywhere. Since this was an obvious problem, we called down to get maintenance help. This is where it got BAD. The engineer MARK (older white gentleman) came up to check on it with a younger engineer who appeared to be shadowing or assisting. He went into the bathroom with my husband, looked around, and said \"obviously you needed to not adjust the nozzle to spray into the bathroom\". When my husband said that he would never have done that (because who wants a flood??) and still wanted them to check for problems, Mark said \"Do I need to get you a physics book?\" as if my husband was completely stupid and had definitely just been going crazy spraying water everywhere. I had been sitting in the living room. When the engineers came out, I told Mark that I had heard what was said and asked if the bathtub could perhaps be leaking or if there could be a pipe problem. He then asked me \"Do I need to get you a physics book?\" I have never been spoken to so condescendingly by a service employee. It was a demeaning comment followed by a look of utter disbelief from him as if we were the dumbest people he had ever seen. I was so caught off guard that I didn't get the chance to let him know that \"physics\" was probably not what he meant to say...but I digress. My husband (who has been in hospitality management for years) told them firmly to get out and had to repeat himself when Mark tried to backpedal and said he'd get housekeeping blahblahblah. If this is how they treat customers staying in one of their best suites, regardless of how much we paid for it, how do they treat everyone else? I called the manager Kathy again and was so shook up about the experience that I couldn't even finish the complaint. My husband had to take the phone and explain the horrible employee we had just dealt with. Kathy asked us if we'd like to check out (weird option to throw out), but since it was a celebratory trip, my husband explained that we wanted to stay and spend more money dining and gambling. She said she could take off the whole upgrade fee. She did and it was appreciated, but we should have been refunded for the WHOLE NIGHT STAY. That would not have flown at a hotel on the Strip or even with many other people that could have been in that room who aren't as nice as we are.\n\nAnyway, went to dinner MRKT and did the $35 for unlimited apps and beer/wine. It was tasty. Gambled a bit which was fun as well. \n\nFor a hotel with great amenities, the service here from engineering, maintenance, and management is lacking in a major way. We will not be back due to this experience even though the restaurant and pool were great. I know Boyd recently took over and if anyone from there reads this, I would love to be reached out to. Mark should honestly not be allowed to work in a customer facing role. Kathy, although nice, should have known that when a guest is tearing up over the phone because she was just disrespected in such a way, the whole stay should be refunded. \n\nWe made the best of it and had a fun stay, but the unbelievable lack of customer service from those certain individuals makes sure that no more of our money (or hopefully our friends' ) will be spent at Aliante."^^ . "1"^^ . "3"^^ . "6"^^ . "2016-08-07T00:00:00"^^ . .