I have been looking forward to my 7 night stay at the Aria for months and am now soooo disappointed that I would not return.
I was lucky enough that after playing MyVegas (Facebook game) for nearly a year that I had enough points between myself and my husband to get us 6 nights at the Aria for free (we had been lucky with the dates being available ) so I added on 1 night so we could stay there from the 23rd to the 30th of December. After looking at it online it seemed like an amazing hotel and we couldn't wait to checkin. The girl at reception was very helpful and linked all of our reservations together so we could keep the same room and that our keys would not need changed during our stay. When we got to our room we were impressed with most things (although the high tech touchpad not being wireless seems pretty pointless to me) and settled into to enjoy our stay.
At 11.30pm we we're awaken by the bass from the Cosmo marquee club across the road which lasted until around 3am - after travelling for 18 hours to get there it was not appreciated! We were on the 31st floor so I had assumed that this would not have been as issue but it was. Our entire floor also smelled very strongly of Chinese food which it turned out was being pumped from the restaurant on the ground floor through the vents to our floor, we noticed it our first night and didn't think anything of it but the next morning it was still there and was starting to make us feel quite sick. I went to reception and asked if it was possible to move to a quieter room, mentioned the smell, but it was mostly the noise that was the issue (obvs not the Arias fault but you would think a 5 star new hotel would have better soundproofing). The girl said they get complaints all the time about the noise and played about for 25 mins to find us another room, this time overlooking the pools. I thanked her profusely and went to re-pack.
On arrival in the new room we opened the door to be greeted with the distinct smell of ingrained smoke, having booked a nonsmoking room and re-confirmed this 10 minutes before with the receptionist this was a bit disappointing. So back down again to reception, where I conveyed my disappointment to the receptionist. No apology, no nothing, just an 'I'll find you another room'. She again played about for 10 minutes and sighed at me and said I've got you another room but it's a lower floor, like I was a nuisance. I asked if it was another standard room and when told yes I asked to speak with her manager, all very politely. He came over and I discussed the issues with him and to be fair he was apologetic and said that the non-smoking room we had been given 23rd floor overlooking the pools) had recently been changed from a smoking floor, clearly more needs to be done there! He apologised again and said he was giving us an upgrade to a junior suite (which does not appear on their website but turns out to be a corner suite but without the wall and second WC in it). I thanked him and told him how much I appreciated the help and then went to go to my 3rd room in an hour.
This room was lovely, if a strange set up and much larger with a separate seating area and much bigger bathroom. Unfortunately there were a couple of issues with it as well; the fridge was broken and the shower head was hanging off. We reported both and went out for a couple of hours. On our return the shower had been fixed, which was quite quick but the fridge was still broken. We left it until the next day and with no sign of anything happening called again to report it. The next day, still nothing, so we reported it again and mentioned that this was the 3rd time and after an hour someone appeared at the door with another fridge. Didn't offer to plug it in or anything, just brought it in and put it beside the old one and walked away.
All if the issues taken individually would not be much to complain about but all together left me with the feeling that customers are very unimportant to them. It's such a shame as other staff we met were great, the bellboy was so helpful and the valet were always super quick and always very helpful, the casino is lovely, the pools beautiful. And given that they ended up not charging us a resort fee for the 6 MyVegas nights means that my 7 night stay only cost $170 all in which is amazing. But even then I wouldn't go back.
We sent an email to customer services detailing these issues on the 25th of December...and have received no response, which pretty much sums up how Aria deals with customer service
- Official Description (provided by the hotel):
- ARIA Resort & Casino is a AAA Five Diamond Award winning resort which offers you the best in accommodations, gaming, dining and entertainment. Check out the newest place to see and be seen on the Las Vegas Strip. ... more less
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- Also Known As:
- Aria Resort And Casino
- ARIA Resort & Casino Las Vegas