I had the worst experience with Aria over the weekend. This was my second stay with the Hotel, the first one being shorter and uneventful. I was traveling from San Jose, California with my Mom, who was visiting me from India and this really ruined the trip for us.
I had called the front desk (around 930am) to extend the checkout to 12pm (We had a Grand Canyon tour pickup at 1230) which they graciously decided to do and confirmed to me over the phone. While my mom and I were at the Promenade, the Housekeeping decided to clean the room and deposit my luggage to security/lost & found (11:10am or so). We were planning to grab lunch at 1130am to prepare for our departure by 1230pm after depositing the luggage to Bell desk, not knowing what was happening behind us.
11:15 am: Housekeeping was still cleaning when we arrived
11:17 am: The attendant immediately informed her supervisor to call my bag back and informed me the bag would be back in 10 minutes
11:30 am - no bag, no supervisor
11:35 am - supervisor comes by, apologises and informs me the bag will be back in 10 minutes, I tell her that I have already been waiting for 10 minutes but trust she has her information
11: 45 am - no bag, 2 attendants on our floor 12 trying to reach supervisor but unable to do so
12:00 pm - I call the front about my situation, telling them I need to leave by 12:20 or so without any lunch given this fiasco. They cant help without coordinating with many parties.
12:10pm - I get hold of the supervisors' number and decide to call her myself. Get her on the line, she makes excuses for the other department being inefficient and takes no responsibility until pinned down to accept her responsibility for the fiasco and making a commitment which she had not idea could be met.
12:15pm - Still no bag and I decided to leave the room with instructions to deposit the bag with Bell Desk. Honestly, I was quite nervous I would ever see my bag since no word I was hearing gave me any confidence that they could deliver to what they say
12:17pm - as I was walking into the elevator, I saw my bag come in and finally deposited it to bell desk myself.
I think the part that was unpleasant was that the supervisor made a very false committment by a huge margin, she had no idea where the bag was or how long it would take. This meant my 60 yr old and I had to go for our tour without lunch and rush our way into it. If she had only given us the confidence that our bag would be deposited with Bell Desk by the time we would be back cause it could take a while (cause she couldn't be sure), I would have really appreciated it.
- 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