ComplaintsforAria Resort & Casino

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a room at the **** for 10/7-10/11 via booking.com. I had to cancel the booking due to incorrect dates. I canceled on 9/19/23 and received an email saying "your booking is canceled free of charge". On 9/26, I was charged the first night's fee by the ****. I contacted booking.com, which reached out to the **** on my behalf on 9/27 and then again on 9/29. I contacted booking.com again on 10/5 and they said it's up to **** and tried again to no avail. I called ****'s ***** number on 10/5 and was rudely spoken down to by someone who told me go through booking.com. I am seeking a refund of these charges.

  Business response

  10/05/2023

  Good afternoon **************,

  Please accept my sincere apologies for the level of service you encountered with canceling your reservation.  You will be pleased to know the deposit has been refunded and the reservation had been cancelled.  Just to clarify, I do see another reservation booked for you arriving on October 7th departing on October 12th. Is this booking correct?

  It was a pleasure to assist you and I look forward to welcoming you to **** in October.

  Best regards,

  Aria Guest Experience

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Id like to thank the **** for their swift attention because booking.com really made this situation incredibly frustrating and to answer the question in the ***** response, this is correct! The reason the first reservation was canceled was because I had the wrong dates and booking.com wouldnt ********** me add a date. Thanks again for all of your assistance, BBB and ****! 
  
  ******************************************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************** and I checked in to the **** today 9/23 and I will be staying at this resort until 9/29. This is my second time staying at the **** and so far my stay is off to a poor start. My room was not clean--there was a lot of hair on the tile in my room, on the bathroom floor and in the shower and tub. There are gross stains on the sheets and some hair. Also, there is a lot of dust on the desks and gross dirty dustballs under the glass doors in the bathroom. And there is an issue with mold in the grout in the bathrooms. And the walls are EXTREMELY THIN---I could hear the people in the room next to me cackling all night. Plus, both phones in my room do not properly work.I contacted housekeeping to have my room cleaned and they cleaned some of it. However, the new sheets on the bed still have stains. The dirty dustball under the glass doors are still there and the room is still very dusty. And there is hair in the tub and shower. I called housekeeping again and they are sending someone in the morning. Also, when I was speaking to your housekeeper and told her the issues that need to be fixed her response was "Yes, lady" which I found to be a bit unprofessional. Shouldn't your staff refer to customers as "Yes ma'am?"I want some sort of discount toward my bill. I shouldn't have to reach out to housekeeping multiple times to get my room cleaned properly. Also, your staff needs some additional training on professionalism. Many times when I called housekeeping, I feel like I was rushed off the phone by your staff. I will not stay here again.

  Business response

  10/03/2023

  Good morning ******************,

  Please accept my sincere apologies for the inconsistencies and service you encountered with our housekeeping team.  We regret the irregularities, for they misrepresent our commitment to providing the highest quality of service.  I am pleased to see that you were able to connect with our ********************* team who extended a room change, removed your first night room rate and resort fee, and provided you with a food and beverage credit for the inconvenience.  Once again thank you for your feedback, and we hope for another opportunity to welcome you back to **** in the future.

  Best regards.

  Guest Experience

   

  Customer response

  10/04/2023

   
  Complaint: 20648267
  
  I am rejecting this response because:

  Your customer service is deplorable and I do not accept your apology. We had multiple issues with our first room (lots of hair on the floor in the bathroom and bedroom, dusty counters and on lighting fixtures, phone not working properly, dirt and dust on the floor in the bathroom, stains on the bedding) so I contacted the front desk and spoke to ******* on 9/24. She told us she would give us a $75 credit and she moved us to a room on the 29th floor. 
  
  The new room had similar issues (there was a still hair in the bathroom shower, hair on the bedroom and bathroom floor, hair and a blue candy/ cough drop under the sink, peeling wallpaper, black mold on the ceiling of the shower and the phones were still not working. See the photos below. ******************** spoke to my husband, ***********************, about this issue on 9/26. 
  
  He was informed that we would be receiving one night compensated for 9/25 and that we would be moved to the towers. I checked my account today and we have not received any compensation -- see the picture of the total below for $1,070.12. Why did I not receive the compensation promised to me? Neither the compensation for one night nor the $75 credit has been applied. 
  
  This is unacceptable---this has been an awful experience with your resort. Many times I called housekeeping and they continually did not properly clean the rooms even after my husband and I showed them the issues. The housekeeping manager never followed up with us to make sure that everything was okay. And when I was trying to explain what I needed cleaned to the housekeeper she just said, "Okay lady" ---this is extremely unprofessional. The level of customer service that I received when trying to get these issues fixed has been subpar for resort like this. Also, I never received an itemized bill for my stay during 9/23 - 9/25. Why wasn't I provided a bill when I left the resort? That's basic customer service ---clearly your ********************** struggles with that.
  

  Once my husband and I left the resort we had to **** down a person to talk to on the phone---everything is automated and it is very hard to get in touch with an actual person. Also, I emailed ******* about this issue --- I still have not received a response. After calling MULTIPLE times and getting nowhere, we reached a person who sent him my itemized bill --- which still has a charge for room service on it. After this nightmare of dealing with your poor customer service ---I want that charge removed. 
  

  This lack of service is NOT an irregularity--- we had too many negative experiences for that to be the case. Your hotel has dropped the ball every step of the way and you clearly do NOT value your customers. Throughout my entire stay, with all the issues reported, not once did management call and follow up with me to make sure everything was ok. My husband and I had to CONTINUALLY FIGHT to get the credit and the compensation for one night (which STILL has not posted to my account). Each time we changed rooms there was NO ASSISTANCE by the bell hop. Is this treatment of your customers acceptable to you? You should be ashamed. I want to be refunded for 1 night of compensation (that I was promised and never received) and I want the room service charge removed. I will never stay at this awful hotel again.

  
  
  Sincerely,
  
  ***************************

  Customer response

  10/04/2023

  My account was charged full price for my stay. I never received the compensation for 1 night. Also, the room service charge is still on my bill - I do not see the $75 credit applied. Also, see the photos that display the lack of cleanliness in the room. 

  Business response

  10/04/2023

  Good afternoon ******************,

  As I stated before one night room rate and resort fee was taken off your final bill for the inconvenience.  I also see that $75.00 in food and beverage was comped off your final bill. To further clarify the credit will not show as a negative on your account but removes charges from what you owe.  What is left over will still print on the account.  If you retained your receipts, you may notice the following charges were removed from your room folio.

  Aria refreshment center $25.75

  ********* service bar and tax $47.69

  Aria room service food $1.56

  Room rate comp $189.00 plus tax

  Resort fee $39.68

  I have resent you your folio so you can see these items are no longer on your bill.

  Best regards,

  Aria Guest Experience

   

  Customer response

  10/04/2023

   
  Complaint: 20648267
  
  I am rejecting this response because:

  First off, I DO NOT appreciate you starting the message off with "As I stated before..." It was rude and condescending and reflects just how awful your customer service is. 
  

  Second, YOU NEVER SENT ME ANYTHING in the first place!! You did not send me an email and the previous response from the **** did not fully explain these details. Drop the attitude and be professional for once. Do NOT tell me "As I stated before" when you haven't stated a thing.
  

  Also, you didn't address the other issues that I mentioned in my previous email. Nor did you state if your company will do anything to improve. So, clearly, nothing will be done.
  

  By the tone of your previous message, clearly being unprofessional and rude to customers is acceptable at the ****. I'll make sure to share this terrible experience that I've had with my company, School Specialty. I attended their conference at your resort. Other co-workers have also expressed issues they experienced at the ****. All of us have complained and hopefully they terminate their contract with the **** for next year.

  Also, I want the charge for room service removed. And why am I being charged a resort tax for the day that you compensated me? 

  Sincerely,
  
  ***************************

  Business response

  10/05/2023

  Good morning ******************,

  I do apologize that you did not care for my response as that was not my intention.  I was letting you know that everything you discussed has been removed from your final bill.  This is the reasoning why I broke it down so you could see the charges that were removed.  The resort fee tax for the day we comped off was removed as well.  You will see in your folio that there are only two resort fees and resort fee tax remaining on your final bill.  The $75.00 Food and beverage credit was used in full as well.  You will be responsible for the remaining balance. 

  Best regards,

  Aria Guest Experience

  Customer response

  10/05/2023

   
  Complaint: 20648267
  
  I am rejecting this response because:

  I was charged $1,070.19. The $214.29 still has not posted to my acct ending in ****. When will this credit hit my account?

  
  Sincerely,
  
  ***************************

  Business response

  10/05/2023

  Good afternoon ******************,

  The $214.29 was released on October 3rd.  Depending on your financial institution this may take 5-7 business days to reflect your account.

  Kindest regard,

  **** Guest Experience

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for an item that I did not purchase. To no avail, I have called to speak with someone in billing, but each time the department is closed no matter the time of day that I call. I have called other departments only to be put on hold indefinitely, hung up on, or transferred and no one answered. I am trying to resolve an incorrect billing very disappointing after spending lots of money at the **** for a vacation.

  Business response

  08/11/2023

  Dear ******************,

  Please accept our sincere apologies for the confusion surrounding your billing. We have sent your email to our Front Desk Head cashier for review. They should be reaching out to you shortly to discuss your billing.

  Best regards,

  Aria Guest Experience

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my Confirmation number M08322612 in **** hotel from June 24 to June 28, 2023. There are excellent service and food in ****. But I do not know why I was charged the refresh fees as below:Transaction Details Posted Date 06/30/2023 Purchase Date 06/28/2023 Description **** - FRONT DESK ********* ** *** Amount $110.09 Actually I never touch any drink either mini bar or mini refrigerator in the room.

  Business response

  08/09/2023

  Good afternoon *****************,

  Please accept our sincere apologies for the unfortunate circumstance that occurred with your detailed billing. You will be pleased to know I sent your request to our Front desk Head cashier who has refunded your mini-bar charges. You should be receiving a new folio shortly.

  Best regards,

  Aria Guest Experience

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent Complaint about Unsanitary Room Conditions Dear ****,I am writing to express my extreme disappointment and frustration with the conditions of the room I was provided at your esteemed **************, which began on 07-24-23, has unfortunately been marred by the lack of cleanliness and overall unsanitary state of the accommodation.Upon entering the room, I was met with an overpowering odor that suggested inadequate cleaning and ventilation. The carpet appeared to have not been vacuumed in quite some time, as it was littered with visible dirt, crumbs, and hair. This initial impression set a negative tone for the rest of my stay.The rooms smell like somebody just smoke here few minutes ago.I believe that as a paying guest, I deserve a clean and hygienic environment to ensure a comfortable and pleasant stay. However, the conditions in this room have been far from satisfactory, and I feel that the standard of cleanliness has fallen far below what is expected from a reputable establishment like yours.I urge you to take immediate action to rectify this situation. It is imperative that you thoroughly clean and sanitize the room to ensure it meets the minimum standards of hygiene. Furthermore, I expect a prompt response regarding the actions taken to address my concerns.I sincerely hope that you will treat this matter with the urgency it deserves. I believe in your hotel's potential to provide exceptional service, and I hope that my next stay will be a significantly improved experience. However, if my concerns continue to go unaddressed, I will be left with no choice but to share my unfortunate experience with other potential guests via reviews and social media platforms.Thank you for your attention to this matter. I look forward to hearing from you promptly.Sincerely,********************* ***** **********

  Business response

  08/01/2023

  Dear *********************,

  Please accept our sincere apologies for the unfortunate odor you encountered within your guestroom. We have contacted the director of Housekeeping regarding your concerns.

  In addition, we are pleased to see you have already been in contact with our **************** team who was able to move you to a different guestroom. We also understand you stated there was a smell in that room as well. We are happy to see our *********************** team went in to check and reported that there was no odor in the guestroom.  It is also pleasing to see that due to the inconvenience you were extended a food and beverage credit, all resort fees removed, and a special amenity was sent to your room as an added gesture.

  Please now we have notated your reservation of your concerns if you should choose to try us again.

  Best regards,

  Aria Guest Experience

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date of event: Wednesday, June 14, 2023 Paid for three night stay at ********************. *********** bill was about $1,000.Purpose of trip was for a special birthday celebration.Upon packing our belongings to go home, we realized that FIVE items were "missing" from our room. This included: $20 bill in cash, star necklace (worth $25), ring with stone (worth $75), Apple Airpods (worth $125) and a Diamond Wedding Band (custom), worth about $2,000.ALL ABOVE ITEMS WERE LOCATED INSIDE A CLOSED BAG, OR ZIPPERED CASE. NO ITEM WAS LEFT OUT IN PLAIN SIGHT.Once realizing these items were missing, I immediately called hotel security. A woman by the name of ****** came upstairs to discuss the incident and complete a report. She further explained that it would take "a while" to review the key access log and see exactly who was in our room during the several cleanings during that day. They would have to "figure out" who was in our room. There are no security cameras in the hallways.The next day, June 15th, I got an email and call from Manual **** from hotel security, he asked some additional questions and told me file a police report with the Las ******************* which I did promptly. He then told me the information was being sent to the ********************* I asked to speak to someone from that department.A woman called me on June 16th to inform me that my case was now being handled by the police department. When I asked what refund or reimbursement was being done on behalf of the ***** she simply told me that nothing could be done. "This is why we have safes in the rooms." She said she would look at my account to see if any sort of "goodwill gesture" could be made.How could this hotel, that makes millions of dollars a day, not offer ANY type of refund? They are not taking any accountability for this event. Someone obviously went through our things. Really disappointed with this hotel. I would expect a FULL REFUND!!!

  Business response

  06/22/2023

  Good morning ************************,

  Please accept our sincere apologies for the unfortunate circumstances that occurred during your stay. We are pleased to see you have filed a report with *************** and the ************************ We have spoken to our *************** team who will be reaching out to you shortly.

  Best regards,

  Aria Guest Experience

  Customer response

  07/02/2023

   
  Complaint: 20201827
  
  I am rejecting this response because:

  NO action has been taken by the ***** I spoke to them a few weeks ago and my case "was still under investigation." No follow up has been made. How long could it possibly take to see who entered my room? They have exact records of who enters the room, and when. This should be quick!! The **** also claimed that they are not liable and I should reach out to the vendor where I booked the room. This was through Chase/Travel.

  NO response from the Las ****************** (where I filed police report).

  I have also reached out to my credit card (Chase travel), with hopes they could get a resolution. They called the ****, no resolution. Back and forth between hotel and card card and no one seems to be liable. How is that possible?

  My items were STOLEN at the ****, in my room, from CLOSED BAGS OR CONTAINERS. It seems obvious that they should be liable. It  seems that they should be able to figure out who was in my room. And, if nothing else, the hotel should do the right thing and comp my stay. 

  The saga continues...

  
  Sincerely,
  
  *********************************

  Business response

  07/07/2023

  Good morning ************************,

  We spoke to our *************** team who was in fact in contact with you. I see they removed the total amount that was on your folio as a gesture. We would not be reaching out to you again regarding this since a police report has been filed. As a gesture on our end, I requested a full refund from your third party reservation. You will have to reach out to them directly to refund your account. We do consider this matter closed on our end.

  Best regards,

  Aria Guest Experience

  Customer response

  07/08/2023

   
  Complaint: 20201827
  
  I am rejecting this response because:

  This is STILL going in circles and not resolved, as per my conversation with Chase Travel today. Please see attachment.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 430 am, I started to have severe allergic reaction to something. Breathing became increasingly hard and I was sweating profusely. I shot myself with my Epi pen, took 2 medications and turned the air in the suite on to help. The root cause was BLACK MOLD thru out the bathroom. PLEASE SEE PICS. I am EXTREMLY allergic but black mold is a hazard for anyone even without the immunocompromised system. I spent the early morning in urgent care to follow up since I needed my epi pen.Day 1- We request to be moved because I could not stay in the space. We spent the entire first half of the day doing their job examining rooms. We looked at a total of 7 rooms. From 9:30 am to around 6pm!!! 4 of the 7 rooms had mold in it. You could see & smell it immediately. The other 3 rooms WE had to look at OURSELVES and verify were either damaged (SEE PICS) or not the same size. .Once moved from the 17th floor to the 20th, I had all of my items organized a certain way. After eating breakfast and returning to the room, I notice my bags were moved off the bed and my beats head phones (over the ear $350.00) were missing. A staff member stole my headphones and went thru my bags to find the charger that was separate from everything else. I was told to fill out a lost and found form as if the items were lost or left somewhere without the acknowledgement that only staff had access to the room. The hotel claims to be doing an investigation but should have a ledger of who had access to the room.

  Business response

  05/04/2023

  Dear **************
  
  Thank you for your message. We appreciate you taking the time to document your concerns.
  
  You will be pleased to know that a Hotel Operations Manager has spoken to the primary guest regarding their recent stay and compensated by refunding one room rate off the final billing statement.
  
  We have also followed up with Securitys Lost and Found team and we were notified that you have been contacted that your lost Beats have been found and will be shipped out to you at no additional cost.
  
  Once again, **************, please accept our apologies. We value your patronage and look forward to welcoming you back in the future. 
  
  
  Sincerely,
  
  ARIA and ***** Guest Experience 

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also would like to note that I was reassured the investigation department would be reaching out to me in regards to my concerns on "how" my items were taken and returned.
  
  Sincerely,
  
  ***************************

  Customer response

  07/24/2023

  This is a follow up to a complaint I previously put in on my stolen headphones. The **** hotel reached out to me to inform me that they "found" my headphones and would ship them out to me "free of charge." In my complaint that I gave the hotel, I sent a picture, the serial number that's located on them and brand. The head of lost and found, ************** told me she'd mail the headphones out. Upon opening the package, I seen a latch on the headphone case; something I know for a fact I left at home as it's sitting on my bed right now. THEY WERE NOT MY HEADPHONES. Aria ********************** and Hotel ...SHIPPED SOMEONE ELSE'S PROPERTY to me. I called my contact in the lost & found immediately to tell them. The headphones they sent were pink and gold beats headphones with makeup stains all over them. MY headphones as noted in the report were DARK GREY & TAN! The lady said, these were the headphones that came out of the room we were all were in at the time the room was assigned to us. Either it was a complete lie OR the person who turned these headphones in is actually the person who stole mine out of my bags. She shipped out a return shipper and I was promised a follow up. I haven't heard from these people since! Investigations NEVER reached out. I feel completely violated at this point. No one was reprimanded that I know of. Sending out someone else's property is unprofessional & PURE negligence when simply checking the serial number or pictures I uploaded in my report would have told you, these were not mine. At this point, I want my items replaced!

  Business response

  07/28/2023

  Dear **************,

  Please accept our sincere apologies for your disappointment in our guestrooms. Please know all 8 guestrooms you declined have been inspected fully. In addition, I am disappointed to hear that your headphones went missing. We have contacted investigations and let them know you would like to be contacted directly  regarding the findings. However, we are pleased to see you were in contact with our ********************* team who removed two nights room rate, all three resort fees and, extended a Food and beverage credit for you to enjoy as a gesture of good faith for the difficulties you encountered during your stay.

  All our best,

  Aria Guest Experience

   

  Customer response

  07/28/2023

   
  Complaint: 19979068
  
  I am rejecting this response because: The compensation of 2 days was due to 7/8 of them having mold and or was not the same size we paid for. With the 1st night with me ending up in urgent care due to Anaphylaxis. While that was troublesome enough, you have yet to address the my stolen headphones (NOT LOST) that was removed out of my luggage in the room. You have yet to address how your staff searched thru my things to find the correct charger for those said headphones as I kept  the chargers separate from the electronics. You have also not address that my headphones were "found" in the "high end hold" location according to lost & found and were said to be from our assigned room. The "found" headphones were then mailed but were not my headphones. Not even the same color. The serial number isn't the same. All of which could have been confirmed before even mailing someone else's items out.  You have not  addressed how these somehow "Came out of the room we were assigned to during our stay," but didn't match anything on the report. The compensation for the nights was for an entire separate situation and was given due to HER own report on the rooms.  None of which has anything to do with your staff violating me in this kind of way.
  Sincerely,
  
  ***************************

  Business response

  08/02/2023

  Good afternoon **************,

  We have reached out to our *************** team who will be in contact with you shortly regarding your headphones.

  Best regards,

  **** Guest Experience

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband has over 600 and something dollars of express comps to be used for food and resort and room fees at check out, I had about 50 something dollars that disappeared. They are saying we still owe 540 and I am in the negative which is untrue *** k in and host can't or won't do anything even after showing its hundreds of comps not 60 something dollars s Also tried giving me a blue player card when I am platinum. This needs to be corrected. Mine are gone haven't used them and they disagree about my husband's points. We come here quite often and this never happened also ***** the host had a little attitude Correct this before I get legal help involved

  Business response

  05/03/2023

  Dear **********************,

  Thank you for your feedback.  After reviewing with our Casino Marketing and Loyalty Teams the points on your account are correct.  During your promotional stay you received 1 night stay comped ($220) + FB credit ($50) +Freeplay ($20). Any additional comps requested would be applied to your account. The host and the front desk accommodated an additional $54 dollars on your account at your request. The remaining $501.25 was applied to your husband ************************************** (MGM Rewards # ********) at your request. Weve attached the comp folios for reference.
  
  With the additional compensation applied to your account, the balance is represented accurately since it is over the amount of points you have earned throughout the year. To gain additional MGMR Rewards Points will be based on future casino play and hotel spend to bring you out of your negative point balance. 

   

  *************************

  Director of Guest Experience

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had to switch rooms 7 times. Our original room, ***** had mold on the bathroom ceiling within the shower. As a person with asthma, I almost had a panic attack. One of my bridesmaids who stayed in the room had an asthma attack and she had to utilize her epi-pen due to the black mold. I reported this to the front desk. They apologized and provided me with another room key. Upon checking this room, the curtains were pulled down. I went to the front desk with pictures of the curtains. They provided me with a third room key and Ms. ******* at the concierge desk accompanied me to the room. Upon arrival, mold was on the ceiling above the shower. Unfortunately we had to receive another room key. The fourth room was smaller than our original room and the fifth room had mold on the ceiling above the shower. I was informed by one of the hotel managers, ******* that we would be compensated a night's stay and would receive $150 in *************** credits. That was a decent gesture but it was not enough to reclaim my time spent searching high and low for a clean and mold free room that had the same view as our original room. The 6th room was smaller than our original room and the view was the parking deck near the *************, which was a drastic change in scenery. I went back down to the desk and ****** assisted me. He informed me that they'll check yet another room and ensure that it's mold free. When they identify the room, they would call me to see the room. The 7th and final room was inspected and it was free of mold the only issue was that the view was drastically different and at that point I was happy to not have mold. I was highly disappointed that **** had so many rooms with mold above the shower. I also have pictures and videos documenting the black mold. I was on vacation celebrating my bachelorette party as I'm getting married in May. What was supposed to be a great celebration, turned into a scavenger **** by a bride for an acceptable room.

  Business response

  04/19/2023

  Dear *****************************,
  
  Thank you for your message. We appreciate you taking the time to document your concerns.
  
  Please accept our sincere apologies for the experience you had while staying at our Resort. Upon reviewing your recent stay, our hotel management team provided room changes as requested as well as compensating the inconveniences encountered by removing one room night, three resort fees, and a food and beverage credit during your stay. A Hotel Operations Manager recently spoke with you within the past 24 hours. As a gesture of good will, an additional room night charge was removed from your final billing statement as he had discussed with you.  No further compensation will be issued.
  
  Thank you, 

   

  *************************

  Director Guest Experience

  Customer response

  04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution presented was satisfactory to me. For clarity, I was not interested in further compensation after our conversation. The Aria **** worked swiftly to resolve the matter after speaking with Senior Administrators. 
  
  Sincerely,
  
  **********************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at the **** from 3/8-3/10, checking out on 3/11. On 3/9, we were awakened by construction noises that would remain for 6 hrs. I contacted the front desk that informed of the noises, apologized and provided a $100 food credit. My issue is the construction noises were for 6 hrs. which not only interrupted our stay and didn't allow us to relax or even sleep (This was during the day, and we were suffering from jet lag), and the hotel didn't even offer to comp the room or even apply a discount credit to the room for our inconvenience. I was disappointed because were paying almost $1,300 for an experience that we didn't get to fully enjoy.

  Business response

  03/16/2023

  Dear Ms.***********************,
  
  Thank you for your message. We appreciate you taking the time to address your concerns.
  
  Please know that your message has been forwarded with the Hotel ********************* team for their review and will be contacting you directly to further discuss your recent stay with us.
  
  - ARIA ***** ***** Guest Experience

  Customer response

  03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩