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Aria/Downtown Grand - contacting the hotels with complaints or praise

Discussion in 'Misc. Vegas Chat' started by kayhill232, Feb 15, 2015.

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  1. kayhill232

    kayhill232 Tourist

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    After your trip, do you contact the hotels and let them know if you had a good experience or bad? I did so with both of our hotels, bad experience at Aria, good at Downtown Grand and just wondering what to expect in feedback?

    For anyone interested about our good/bad experiences, we, especially husband, had awful beverage service at Aria - couldn't get a barmaid when playing slots. I suggested he play video keno at the bar and get his drinks there, but they charged him $8 for a beer at the bar while playing. We ended up going elsewhere where he could get better service. As for the good service at the Grand, concierge, Michelle, helped us out a lot getting our boarding passes for our flight and shuttle service to the airport, could actually drink the bottled water placed in our room at no charge, and just overall better service, including beverage service. We were good tippers for beverage service also - $3-$5 tips each time.
     
  2. Matty Ice

    Matty Ice Low-Roller

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    When we stayed at NYNY last October, we had some bad experiences with a few different departments. I received a survey about a week after our stay and commented on the poor service. A few days later I received an email that they had received my survey and would forward my comments to the respective departments. Haven't heard anything sense.
     
  3. Kickin

    Kickin Flea

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    If they send me a survey, which they often do, I try to fill it out sincerely. Sometimes I get a personal response to my comments, including a request once from a manager at Aria to call me after our first stay even though I was overwhelmingly positive in my review. I only commented on a few little things that they could improve which I can't even remember now, but he thanked me for the comments and asked if he could call.

    If I go through a host I'll send them a thank you email afterwards as well, but I imagine that's pretty common.
     
  4. ripper

    ripper Tourist

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    Fill out the survey, i am sure they get read. You are not likely to get an individual reply as i am sure they see a lot of surveys. At least you will feel better. On a side note, i have never had poor drink service while playing at Aria. Always been fast enough. Occasionally its slow anywhere you go and i just go play keno or poker at the bar like you suggested. I don't think i have ever paid for a drink at a table top bar. You have to put a 20 in and usually bet a dollar but you don't have to spend the whole 20!
     
  5. merlin

    merlin VIP Whale

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    Assuming your husband was playing at the bar, he should not have been charged, I would have said "isn't it comped for players"? If they say no , tell them you dont want it. Then you get your ass out of there and go somewhere they treat gamblers better. A vegas trip is too short to put up with bad treatment, chalk it up as a lesson and move on.
     
  6. C0usineddie

    C0usineddie VIP Whale

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    I tip $5 per bud light even at dumpy casinos. I usually have very little trouble getting another one.

    There is a trick to it you know. You have to understand that they dont cover every square inch of the casino with cw's so you need to position yourself where you see them.

    If i am in a thirsty mood i look for the area where they go in the back to get their drinks from. Its like an authorized personnel only area.

    take up at one of the slots right there and you will hit every single cw both coming and going. Tip the 45 and your cup will runneth over literally.

    park yourself in a dark corner somewhere and you will be at the end of her run. she only has so much space on the tray so once she has enough orders to fill it up, you get skipped.

    Its like a hot or cold table. you would not sit there foolishly losing money at a super cold table, you would move to a better one then you would strike while the iron is hot.

    While playing at vp bars, i always make sure i pout a $100 in first and play a few max bets, then order. they guy will see you have alot in the machine and are playing max. Also ask if you get comped drinks while playing. They wont think you foolish as they answer that same question 100's of times every day. they might require you to play max coins and watch it closely. They are just following the rules. you would do they same if they cane to your workplace.
     
  7. gilly from philly

    gilly from philly Low-Roller

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    Thankfully Aria only seems to comp players when playing max bet at the bar. So if he was not paying max bet, yes he should have been charged. I will say, shame on the bartender for not explaining that.

    That being said, I have never seen a bartender at the Aria NOT explain the rules to a person at the bar, so I am wondering a little bit about the story...
     
    Last edited: Feb 19, 2015
  8. IWannaBeInVegas

    IWannaBeInVegas VIP Whale

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    I once, way back in 2002 complained to NYNY about an issue, I got a letter in the mail from he GM offering to comp me in a top end suite on my next trip back if I used it with-in a year. Unfortunately I never got to use it but it was a nice gesture.

    I tend to write reviews on Yelp and Trip Advisor. Iv gotten some very positive responses on Yelp, just a bunch of thank you on TA.
     
    Tentative Arrival
  9. Gofaster87

    Gofaster87 Low-Roller

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    I'm not sure why you're husband was charged at the bar but I can only assume he wasn't playing max bet or less than a dollar a pull. At a high end casino/resort they cant just hand drinks out to everyone standing at the bar or pushing the button once every 15 minutes. The bartenders have to account for their till and the take in their "area." Management will wonder why so much booze went out and so little money came in.
     
  10. smartone

    smartone VIP Whale

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    Do you want to get "noticed" or just bitch? Either is fine... many on here seem to like to just bitch and send a generic e-mail or write on Facebook. They start off with... "I'd like you to know why we're taking our business elsewhere or why we won't be back!" You can go that route and then accompany it with how the food was bad, housekeeping sucked, etc... just generally dump all over them like many do. BUT...

    If you want to make an impact, I suggest you do a bit of recon and find out a name of someone in a position to give a shit at each property and write them a personal letter. Be sincere and honest and let them know how much you look forward to your Vegas visits and how it's not exactly easy to get there from North Dakota and how you came to choose their property. Mix in a few positive things... it's rare that EVERYTHING sucked, though that's how most people seem to approach things. I suggest you don't ask for a damn thing... write the letter (don't make it a book) as if you just want them to know the areas that disappointed you and soured your visit. Believe me, these people want happy customers and someone willing to type out a letter, address it personally and lick the stamp gets attention. They know you have options, you don't have to threaten them with that... just be forthright with your experience. I'm sure you'll hear from someone who at a minimum is going to apologize for not meeting your expectations and more likely they'll extend an offer to make things right. Good luck!!!
     
  11. merlin

    merlin VIP Whale

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    Keep in mind if they charge you and you dont want to pay, just say "sorry, I dont want it then", they will throw it away.
     
  12. lotso-bear

    lotso-bear VIP Whale

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    I usually write to hotels whenever I'm on the plane and have nothing else to do. Vegas-wise, MGM properties tend to send out survey e-mails after each visit.
     
  13. gilly from philly

    gilly from philly Low-Roller

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    Ok, so they throw away the drink. What does the bartender care if it is thrown out?
     
  14. undathesea

    undathesea Grandissimo

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    He doesn't.

    These rants about not getting free drinks from bartenders at VP always fall on deaf ears. And the ones who listen like what they hear: Less free drinks, more on the bottom line.

    Sounds like downtown is a much nicer place to be.
     
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