ComplaintsforAria Resort & Casino

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at ********** and had an extremely distressing experience during my stay from Sunday night April 7 to April 12.We slept in the hotel bed on Sunday night and upon waking on Monday morning, we saw a bedbug at the end of our bedsheet. We immediately contacted front desk, who assured us that someone would be sent to our room promptly. However, despite their assurances, no one arrived for 3 hours, during which time we were left in the infested room with no alternative accommodation or assistance offered.After these three hours, we contacted the front desk again and were instructed to come downstairs to be assigned a new room. We captured the bedbug in a coffee cup and brought it to the front desk as proof. The staff then assigned us a new room and told us that a security person would meet us there. Unfortunately, no security personnel met us; we had to locate a security officer ourselves, who merely took the bedbug from us without providing any further assistance or resolution.Since returning home to *************, my family and I have started experiencing bedbug bites, indicating that we likely carried them back in our luggage despite our efforts to thoroughly wash and clean everything. This has added not only significant distress but also financial burden as we now need to undertake extensive measures to ensure our home is free from infestation.The way **** handled our situation shows a lack of concern for guest safety and satisfaction, which is unacceptable for any establishment, let alone a reputed five-star hotel. We have contacted the hotel management but have yet to receive a satisfactory response or acknowledgment of the severity of our situation.We are seeking a formal investigation into Hotel ***** pest control and customer service practices, a full refund of our stay, compensation for the remedial measures we have been forced to take at home.We hope for a prompt resolution to prevent future guests from undergoing similar distress.

  Business response

  04/19/2024

  Hello ************,
  
  Thank you for taking my call earlier. 
  
  We are saddened to learn that your visit to ARIA ********************** & Casino failed to exceed your expectations.  We sincerely apologize for the inconveniences you experienced during your visit. We regret these irregularities for they misrepresent our commitment to providing the highest quality of service. Rest assured your comments have been forwarded to the appropriate department heads in an effort to make improvements for the future.
  
  As a gesture of good will, we will be refunding the amount below to the credit cards on file. I have attached a release form to be sign and return to me to process refund.
  Visa 7763  - $55.69
  Mastercard 5825  - $292.52
  American Express 1002 - $ 1,054.44
  
  Once again, please accept our sincere apology.  We assure you we will continually strive to improve our services and hope you will give us another opportunity in the near future.  
  
  Feel free to contact my direct line below if you have any questions or concerns.Thank you and look forward on your reply.
  
  Regards
  
  ***********************
  Guest Experience Manager
  Office:************
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March *****th, my boyfriend stayed at the **** and had one of the worst experiences I have ever had staying at a hotel. The room is under my boyfriends name *************************, upon arriving we waited an additional 4 hours from when our room was supposed to be ready. Not only did we wait but paid additional money for a corner suite. We had someone walk in our room at 8pm and around 2am we were walked in on by some random stranger because the hotel double booked our room. It was terrifying and I was naked, the hotel offered us $150 for the inconvenience which doesnt cover half of the issues we had with the ***** We were planning to stay 2 nights and ended up cutting our trip short due to the terrible experience and missed half of what we had planned.

  Business response

  04/11/2024

  April 11, 2024

  
  Dear *********************************** & *************************,
  
  Thank you for your message.  We appreciate your taking the time to document your concerns and appreciate your patience.

  
  We are saddened to learn that your visit to ARIA ********************** &Casino failed to exceed your expectations.  We sincerely apologize for the inconveniences you experienced during your visit. We regret these irregularities for they misrepresent our commitment to providing the highest quality of service. Rest assured your comments have been forwarded to the appropriate department heads in an effort to make improvements for the future.
  

  After reviewing your hotel billing statement, the only charges paid to the hotel were one (1) night room, tax, resort fee and a can of sprite totaling $618.60.  Were unable to locate any charges of $1600 on to your account.  I am willing to refund the $618.60 for inconveniences. Please let us know. Feel free to contact my direct line below.

  
  Once again, please accept our sincere apology.  We assure you we will continually strive to improve our services and hope you will give us another opportunity in the near future.

  
  Regards
  ***********************
  Guest Relations Manager

  Phone# ************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************************(my daughter)& I booked back to back complementary nights at **** through MGM ***************************** reservation was 3/24-3/25(MGM rewards) & Maribels was on 3/25-3/26(myVegas comp). We were offered to upgrade to ********* for $50/night. We agreed.On 3/25 we inquired about extending our stay 1 night. A man called our room(#*****)at 8am on 3/26 to say they can extend the same room at a rate of $260. I told him we will call back asap if we can change our flights. We paid to change our ************ daughter called the front desk back.The woman told us its taken care of but we have to get new keys. About 20 min later we received a call from *******, who said the actual rate is $700+. We would not have extended if the room was $700+. She said the guy misquoted & theres nothing she could do.My son in law then spoke w/her to explain the problem. She said as a courtesy she will reduce it to $500 & send up new keys. This is a disgusting practice, bait & switch. **** called me & said $260,it was confirmed AGAIN when we called back, we already paid our flights & then they turn around & tell us the rate is TRIPLE. So I called MGM Rewards to see if I can use a comp night for 3/26 since I had offers. I spoke w/******(MGM rewards) who, from what I understood, said yes & I even have up to 3 *********** can stay in the same room(*****)& just to go down to the front desk . I took my son in ******** BOTH confirmed w/Sky suites front desk woman(*********,w/long straight black hair working on 3/26 around 9:30am) that we originally spoke w/*******, but I (*******) was able to get a comp night instead.It took her a little bit to research, but she said she found the notes, gave us new keys, & said we ******** the resort fee. Later, our keys didnt work, and a ******* brought up new keys. We go to check out 3/27 & its charging $500 to my ************** everyones saying theres no notes?! Replay video of front desk interaction on 3/26 & fix this mess.

  Business response

  03/28/2024

  March 27, 2024

  
  Dear ************************,
  
  Thank you for your message.  We appreciate your taking the time to document your concerns and appreciate your patience.

  
  We have proceeded to remove $566.90 from your final billing statement. You will be seeing a credit on your **** card ending in x8053. Depending on your financial institution, this may take up to 5 - 7 business days to reflect on your account. An updated billing statement has been sent to your email reflecting this credit. Please check your junk or spam folder in the case it does not appear in your inbox.

  
  Feel free to reach out to me direct if you have any questions or concerns.  Thank you again for your patience and cooperation.  Have a pleasant week.

  
  Regards

  
  ***********************
  Guest Relations Manager

  Customer response

  04/01/2024

  **** has not contacted me, but they did refund honor the complimentary room and refunded the disputed amount.  I appreciate BBBs help in resolving this matter and **** for promptly fixing the problem.  Thank you. 

  Customer response

  04/03/2024

   
  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 appreciate the prompt response and action **** has taken to address this concern. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/19/2024 we checked in to **** resort and casino Vegas. They charge me $150 room deposit and was supposed to be returned the day we check out.We checked out on 1/20/24 and they have not returned the $150 deposit. I have emailed them regarding this issue and they have not responded. 1/29/24 and 2/3/2024. I want my deposit back.

  Business response

  02/13/2024

  Dear ***************************,
  
  Thank you for your message. We appreciate you taking the time to document your concerns.
  
  You will be pleased to know that we have communicated with our accounting team regarding the credit card hold.  Below is the detailed response and attached is the credit card detail transaction.
  
  On card x0561; $219.02 was authorized on 1/19/24 and the final settlement of $74.69 was sent to our bank on 1/20/24. Their card issuer would be responsible for updating the authorized amount to the settlement amount.Some banks can take 2 45 business days. Unfortunately, we have no control over that timing. Based on the *** sequence of the card x0561 is a prepaid payroll debit card issued by ************* & Trust. Generally, these types of cards do take the full timeline to release funds as it is not a creditcard per se.

  
  
  
  Feel free to contact us direct if you have any questions or concerns.  Thank you and have a pleasant day.
  
  Regards
  
  
  ***********************
  Guest Experience Manager

  Customer response

  02/14/2024

   
  Complaint: 21271468
  
  I am rejecting this response because: I have no accurate information on how much they are refunding back to us and date when they took action on refunding our money 
  
  Sincerely,
  
  ***************************

  Business response

  02/15/2024

  Dear ********************,
  Thank you for your message. The authorization has been released on our end.  The issuing bank should be responsible for updating the authorized amount to the settlement amount. Regrettably we have no control over the timing. Please reach out to your bank to get more information on the amount and the release date. Thank you and I appreciate your cooperation and time.

  Regards,

  ***********************
  Guest Experience Manager

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked my rooms at the *********** for the World of Concrete convention in Nov.The booking was done through the convention and not direct.On Dec 27 I called the World of Concrete to add an additional night. They informed me ********* was full but they could book me in the **** for the first night, Jan 20th at a rate of $247. I accepted and they booked it.When we arrived that night we were told that the room was $607. I showed them my confirmation from WOC for the $247.They informed me that it was done through group sales we had to speak with them. As it was 1:30am and we had a six hour delay getting there, we agreed to check in and speak with them the next morning.They then proceeded to charge my card for an additional $195 for incidentals. We got to our room, which was the furthest room from the elevator, to find the room keys didnt work.I went back down to front desk and got new keys. These also didnt work. I called down and they send security to let in. At this point it was 2am. We had no keys that would work for our room and I had over $700 billed to my credit card.

  Business response

  01/23/2024

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

  
  Thank you for your message. We appreciate you taking the time to document your concerns.

  
  You will be pleased to know that we have revised the daily rates to $247 plus tax and resort fee. A credit of $-281.75 has been applied to the credit card on file.  Please see attached revise folio youre your review. Please accept our sincere apologies for the miscommunication and level of service you have received during your stay with us. Feel free to contact us direct if you have any questions or concerns.

  
  Sincerely,

  
  ARIA and ***** Guest Experience

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I lost my money during my stay (11/22 ~ 11/25) in Aria ********************** and Casino on Nov 24. On that day, we left our room at 10:30 AM and returned to our room at 10:00 PM to get money for gambling. But we found partial of our money was missing. The money was in a wallet and the wallet was put in a suitcase. We lost 5 100 bills and 10 50 bills, in total **** dollars. We reported this to the hotel immediately and a security officer worked with us to file a report. The security officer returned to our room around 1:00 AM on 11/25 to ask us to add additional description that we rejected the room service on 11/23 to the room keeper and our privacy light was always on during our leave on 11/24. The security officer told us they found a master key has been used to enter the room after we left our room in that morning. But the room has never been cleaned. It is obviously that the room keeper is very suspicious. The security officer promised us they will tell us their investigation result before 6 AM since we will check out at 10 AM on 11/25. They didnt keep the promise and just kicked the ball to other departments. I was told to wait for the results from the risk ********** team, but they never call me and they dont response to my email as well. This is very poor ********** of Aria ********************** and Casino. Their employees do not respect customers privacy and clearly lack of sufficient training of operation code. They are not supposed to enter the room when privacy light is on. The hotel shall take full responsibility. This has totally ruined our Thanksgiving holidays. We also missed our Sphere Experience on 11/25 due to this thing and caused a loss of $600 of the tickets. I would not like to waste my time to argue with ****, but I can not accept their altitude to customers.

  Business response

  12/05/2023

  Dear **************,
  
  Thank you for your message. We appreciate you taking the time to document your concerns.
  
  You will be pleased to know that we have communicated with our Security team regarding the incident that occurred during your stay. Per our Security team, the case is currently under investigation, and they will be contacting you once they are able to provide more information.
  
  Sincerely,
  
  ARIA and ***** Guest Experience 

  Customer response

  12/06/2023

   
  Complaint: 20938712
  
  I am rejecting this response because: 

  I have been talking with the security team several times and I was told they have done their investigation. They sent all the evidence and information they collected to the risk management team. It has been 2 weeks but I still haven't got a call or an email from the risk team. No email response. Phone call is unreachable. This response is just kicking the ball back to the security team and does not solve my concern.   
  
  Sincerely,
  
  *************************

  Business response

  12/27/2023

  Good Afternoon, 

  Please be advised that the Security Team reached out to the guest's multiple times on Dec. 7th and 8th but has not gotten a response. 

  Regards

  ***********************-Manager of Guest Experience.

   

  Business response

  01/03/2024

  Business

  Most Recent Message

  Date Sent: 12/27/2023 7:08:47 PM
  

  Good Afternoon, 

  Please be advised that the Security Team reached out to the guest's multiple times on Dec. 7th and 8th but has not gotten a response. 

  Regards

  ***********************-Manager of Guest Experience.

  Customer response

  01/03/2024

   
  Complaint: 20938712
  
  I am rejecting this response because: 

  I saw the phone call but could not pick it up. It only lasted like a second. They hang it before I could do anything. Then I called back to them and still got the similar response. There is no solution provided to me. They don't take it seriously! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We checked in lastnight for three rooms. My group of friends frequents the **** regularly rotating who pays for the stay and as I was carrying my chips. I accidentally dropped a yellow $1,000 chip and it rolled into the gap in the elevator. They are now asking for $500 to retrieve the chip worth $1,000. They wouldnt let me talk to a supervisor and told me to fill out a report. Everything is on camera and shows how unlucky the 3-4 bounces were before it got there. We have three rooms for the weekend. While I understand this is unfortunate I know there are stairs to easily access this area or it could be retrieved during a cleaning. Feels like an extreme money grab for an unlucky situation.

  Business response

  12/11/2023

  December 11, 2023
  
  Dear ***********************,
  
  Thank you for your message.  We appreciate you taking the time to document your concerns.
  
  You will be pleased to know that we have communicated with our Facility team regarding the incident that occurred during your stay with us. Our facility team is in progress of looking into the elevator ***** and well reach out to you once information is available.
  
  We appreciate your patience and cooperation.
  
  Sincerely,
  
  ARIA and ***** Guest Experience
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18th 2023 I used an *** at the facility close to the ******************* tables towards the cage. When I placed my card in and requested money to be dispensed the card became stuck. The screen read transaction processing for several minutes to the point I even showed the pit boss at the tables beside the *** what was happening. He stood there with my wife and he suggested I go to the cage to see what the delay was for. I checked my account at ***** Fargo and it showed a withdrawal was made even though the card was still stuck in the ***.I spoke with the cage and they insisted I should call my bank and they cant do anything. Eventually after 5 minutes, my card came out and my wife came with it. The screen read transaction cancelled even though on ***** Fargos side it showed a withdrawal was made. I stood there and talked to the cage for several minutes, as I was frustrated as to how an *** deducts money without dispensing the cash. They kept insisting I call my bank and they cant do anything, even though the *** is in their facility by the tables. Later, I call ***** Fargo and file the claim. Fast forward 2 months later, November 15th 2023, and the claim was denied by **************** as the *** operator showed proof the transaction was made. I reach out to accelerate the claim to the next level at ***** Fargo and call ****.**** now tells me the *** isnt operated by them and a third party. This all was occurring during the hack there keep in mind. When I was there in person no one suggested to me I call the operator. I feel the **** should have known their systems in the facility were not operating correctly, so they should have closed the ***s. Instead, they kept them open next to the table game suggesting they work fine. This amount of negligence by the **** is unacceptable. They should be responsible in knowing the ***s arent working and just close them. Not leave one thats close to the elevator for the rooms and table games open.

  Business response

  11/17/2023

  Dear ****** party,
  
  Thank you for your message. We appreciate you taking the time to document your concerns.
  
  You will be pleased to know that we have communicated with our Security team regarding the incident that occurred with the *** machine during your stay with us. Security will be reaching out to you to assist with filing a report and address other concerns you may have.
  
  Sincerely,
  
  ARIA and ***** Guest Experience 

  Customer response

  01/31/2024

  On September 18th I used an ATM and was charged even though I never got the money. My bank denied the claim and at this point I dont know what to do. You guys are really just stealing 1900? I lost like 8k that trip and you still want to take something thats not yours? What is your issue just look at the **** tapes and lets resolve this or I will take it to court.

  ***Desired resolution:

  Refund

  Business response

  02/22/2024

  Dear ***********************,
  Thank you for your message. We appreciate your taking the time to document your concerns and appreciate your patience.

  After reaching out to the vendors and multiple investigation regarding ATM transaction, you will be please to know that fund has been sent to your credit card today. The general timeframe for the adjustment to reflect to your account is 7-10 business days.

  Feel free to reach out to me direct if you have any questions or concerns.  Thank you again for your patience and cooperation.  Have a pleasant week.

  
  Regards
  ***********************
  Guest Relations Manager

• 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

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