1. Welcome to VegasMessageBoard
    It appears you are visiting our community as a guest.
    In order to view full-size images, participate in discussions, vote in polls, etc, you will need to Log in or Register.

Booking a Buffer Night at Aria, Suprising Benefit from checking out a day early versus using buffer!

Discussion in 'Comps' started by Multifarious5, Jan 2, 2020.

  1. Multifarious5

    Multifarious5 VIP Whale

    Joined:
    Nov 13, 2015
    Messages:
    3,655
    Location:
    west coast
    Trips to Las Vegas:
    17
    Soooooo, you all know I love Aria. I'm a teenie fish in a big pond there, but they consistently treat me great.

    I normally avoid booking "buffer" comp nights, as I don't want to "put more on my plate" than I will eat.

    But, it also kills me to pay for late checkout, when I have a night that could be totally free!

    Well, I DID book a buffer night at Aria (booked 4 nights but only planning to stay 3), as it was a special trip with my mom, and I didn't want to spend 4-5 hours between checkout and Uber.

    I was always going to checkout the final night (versus waiting till the next morning), so that Aria could rent the room that fourth night (albeit in the evening) .

    But Aria was SO busy, I didn't feel comfortable dipping into the fourth night, even if just a little. SO, I went down to the desk the day before, and I was just going to pay the $80 late checkout fee that a suite charges. (It still killed me to pay late checkout when I had the buffer night free! But, I had won on this trip at Aria, and they've been so good to me in the past. So, I felt better just paying late checkout and letting them know ahead of time, so that they could plan on renting the room out.)

    Well, I mentioned my dilemma that I was leaving early the fourth (buffer) night, and that I didn't want to tie up their room, and I let them know that I wanted to add late checkout in lieu of the fourth comp night, I found out that, with it being a holiday weekend, late checkout was $150, not $80. Now THAT killed me, because $150 VS. Zero was a steep difference.

    I had a really nice person I spoke with, and they gave good advice on keeping it as-is, and just requesting that I let them know when I left.

    So I stayed till 3:00 pm the next day (fourth/buffer night), I made sure to clear TSA, then I called Aria from the Airport at 4:00 pm and checked out.

    When I called to checkout via phone, I got the same nice person I had spoken with the day before. They said they really appreciated my being open on not needing the full night, and that I let them know I once I was gone, so that they could rent our room out on the "buffer" night.

    Well, when I checked my Aria past itenerary? Aria adjusted it from a four to a three night stay, which let me have the later checkout free, but not count as a comp fourth night!

    What is really crazy about this, is that this was a very good stay for me at Aria in terms of gambling.. well in the black. AND they did it on their own volition, a total surprise to me.

    So, it's always a gamble, but for those of you who are booking a buffer night and who don't plan to stay late into that night, it can be worth speaking with someone about trading a final comp night for late checkout, or at least checking out early (***as long as you've satisfied your minimum night stay, read your fine print on EACH offer****)

    While I've had a hotel (Bellagio) bite on a "trading" late checkout for a comped night, I've never heard of a hotel flat crediting back a night on their own volition!

    Then again, I've been shocked multiple times how much Aria has Ben over backwards for me if I talk to them, even though I'm a peon in their fish pool.

    So,

    A) consider if booking a Buffer Night, you might talk to someone, or check out when you leave (versus the next day) IF you've satisfied the terms of your comp....

    B) if you're a Mid-roller, DONT write Aria (or other nice hotels) off as hoity-toity, if lesser hotels have been snooty or lukewarm to you. If you can get comped at the better hotels, absolutely give it a shot! We've consistently found the better the hotel, the more focused on retention, versus the retention efforts of the hotels you'd expect to jump on you. You might just be surprised WHO fights for your repeat business, as we have been.

    Thank you Aria! And happy New Year all!

    (Ps guys, sorry for being long-winded. This just really meant a lot to me!)
     
    Last edited: Jan 3, 2020
    • Like Like x 8
    • Love Love x 2
    • Informative Informative x 1
  2. killswamper23

    killswamper23 Low-Roller

    Joined:
    Dec 26, 2014
    Messages:
    252
    Trips to Las Vegas:
    15
    it sounds like aria wisely treats you very well
    casinos should not care if someone wins in the short run
    if you're playing games where they have an advantage they win in the end. they won't win from everyone every trip. it's smart business to treat their customers well even after a winning trip

    What they did was very reasonable and so is what you did (no way I'd pay 80 dollars for late checkout when I have a free room) as far as letting them know what the deal was. you got to leave late, you didn't tie up the room for longer than you needed and they get to rent it out after cleaning it. good job all around.
     
    • Love Love x 1
  3. Multifarious5

    Multifarious5 VIP Whale

    Joined:
    Nov 13, 2015
    Messages:
    3,655
    Location:
    west coast
    Trips to Las Vegas:
    17
    Totally agree @killswamper23 ! A) it makes, sense for hotels to trade a comp night for paid late checkout, since they can double-up on room revenue if the next guest pays.

    But since one less night makes ADT stronger, many hotels have not offered this trade in the past, which makes players more prone to book a "buffer night" for free, versus pay late check out. It incentivises comped guests to hold up a "free" room, a room night that could generate more revenue for that hotel, versus being empty. Trading late checkout for an extra comped night? Pound-wise, VS foolish.

    Aria has always been penny-wise, pound-wise (versus pound foolish) in my book. So I wanted to let others know Aria is more prone to assessing total cost/reward, versus short-term focused.

    B) On winning, also totally agree. Comped players come BACK, and slots are a losing game, so why NOT try to sink a hook for future trips, for the casino to win the money back?

    We had one mid-tier place promise a suite, bump us down drastically upon check in (and we were told an unassigned host made the decision), but I not only played my norm that won the comp offer, I exceeded it. My play on that trip was my record to that date.

    The room bump down equated to $350 total room value for what we got, VS. $1800+ for what our offer promised.

    At the end of our trip, I just asked for late checkout comped ($40) since my coin-in was way more that what it took to generate the original offer ($1500 plus room price for what we were promised, versus $350 for what they have us). Late checkout was $40...no food cost, pure profit. Seemed like an easy, rational olive branch.

    Nope.

    I was $300 ahead for our stay with solid coin-in (rare on slots) , and they refused to comp late checkout. ($40 late check out, versus well over $1500 that they originally bumped us down.)

    Many of us have been conditioned to "grab what we can, when we can" and to use a buffer night, but it was really refreshing to see some resorts ARE pound-wise, and focus on retention...like Aria, even on a "losing trip" for them.

    Aria just ensured, they'll win it many times over on future, return trips.

    It's not altruism, it's good business. But I'll always pick savvy businesses over short-sighted ones.

    It just knocked my socks off that someplace like Aria took the high road/retention road, when lower tiered hotels don't always, so I wanted to share the buffer night details.

    And when I said I won, I was VERY in the black. I'm doing a post- TR, so am saving the details for that, but I had good reason for being OK paying $80 late check out VS. free :)

    But Aria being Aria, once again, they were honorable, and it knocked my socks off. (And this gesture will win them many repeat trips. And we all know slots, they're not a winning game, so it made me happy, and won Aria repeat business! Whereas the $300 "win" that the hotel dug their heels in over a $40 comped late checkout, when they bumped me down over $1500? I'll probably never return. So who makes more off me? )

    PS and when I say "honorable", this is not a term I use lightly. Resorts are focused on profit (and should be) , but this is not the first time Aria has stood by "we promised you this, and not only will we honor it, we won't gouge you if you win."

    My personal mantra is, "if you have to justify something, it's probably not right" . And every single time with Aria, they have honored their offer, with no "justifiable" finagling, even if they've lost money on a player.

    And in Vegas, or any big city? This is GOLD in my book!
     
    Last edited: Jan 3, 2020
    • Like Like x 1
  4. Nohitter1217

    Nohitter1217 Low-Roller

    Joined:
    Sep 27, 2015
    Messages:
    106
    Location:
    Minnesota
    Trips to Las Vegas:
    12
    Nice to see some great customer service!
     
    Oldest sons 21st
    • Love Love x 1
  5. pressitagain

    pressitagain VIP Whale

    Joined:
    Aug 15, 2013
    Messages:
    1,119
    Location:
    Toronto, Canada
    Trips to Las Vegas:
    8
    Good things happen to good people!!!
     
  6. Chuck2009x

    Chuck2009x VIP Whale

    Joined:
    Apr 5, 2009
    Messages:
    9,114
    Location:
    Boston
    Trips to Las Vegas:
    24
    I don't disagree with anything you said, but the key was that you got the same person on the phone that you had talked to earlier. That person went into the system and altered your reservation. If you had gotten someone else on the call, it probably wouldn't have turned out the way it did.
     
    • Agree Agree x 1
  7. Multifarious5

    Multifarious5 VIP Whale

    Joined:
    Nov 13, 2015
    Messages:
    3,655
    Location:
    west coast
    Trips to Las Vegas:
    17
    Totally agree Chuck! You know you are my comp sage/advisor.

    But, I flat felt this employee out about swapping the extra comp night for late check out, the day prior, this same employee just said $150 late check out, or keep it, as is. I don't think it was a super-senior person, or they would have bit the day before.

    Do I think this person helped grease the wheels?

    Absolutely.

    But at my mid-tier nemesis, we also had an advocate, and she was genuinely shagrined how it turned out, so apologetic, that I felt badly for her. She had no power, not due to her, but to a resort whose policy blew.

    I still 180% feel Aria gives their employees more strategic latitude than most other Mlife properties, which is why I love Aria.

    Comps are mercurial. If you can have 3 nights dinged VS. 4, why not ask? Worst they say is no. (****again, IF you've hit comp minimum nights, the fine print is fine, for a reason!****)
     
    Last edited: Jan 3, 2020
    • Like Like x 1