I first want to start by saying that my expectations for the Aria were high given its billing as a luxury property. I was fortunate enough to get a comp room through the MyVegas slots app for two nights. I then received the option to upgrade to a sky suites room for an additional $50 a night which I sprung on thinking this would truly elevate our experience.

To my surprise, my experience at the Aria sky suites was nothing but unsatisfactory. From the initial extra 1.5 hour wait we had for our room to being ready to the bellmen not being able to locate our luggage due to the fact that we did not get dropped off at the separate entrance but at the main entrance. Being told that they, "don't know where our luggage may be," is problematic and should not be said to guests. I would've hoped the bellmen would have just assured that it would be taken care of.

My friend kept being addressed as Mrs. Gendron even after stating her full name. I get it's probably policy but as a gay man staying with my straight friend I don't really like that she kept getting addressed as Mrs. Gendron even after stating her name. Your staff should also never assume that someone that presents as a man and someone that presents as a woman are married by default. It is 2024 after all.

I immediately felt unwelcome by your check in agent. I'm not sure what their name was but immediately I felt like we were looked down upon as they were able to see that we did an upgrade on a comped room. My friend and I are smart about our Vegas travels and have stayed between many luxury resorts and done it in a fiscal way. Our favorite resort is the Waldorf and her and I are starting to realize we just need to pay to stay there every time. There is nothing wrong with upgrading a comped room and we should have been treated as equivalent to the guests who did pay the prices charged by sky suites (which after this experience I would not consider worth it).

Little things kept adding up during our stay that left us extremely unhappy. Our AC only went down to 62, the room did not have a bidet as noted on google and various other travel sites, the fridge requested for medication came only after having to call a supervisor twice, our reservation requests were never given follow up and we had to call multiple times to find out we ended up getting a reservation at Carbone only hours prior to dinner.

Granted, Carbone was delicious, the pool staff at the sky pool were great, and Matthew who helped us and ended up giving us a $150 food & beverage credit was great. He's the one person who I could tell genuinely cared about turning our stay around. He went above and beyond for us and I want to make sure he is recognized. As someone with a history in customer service and management Matthew is a star at your company.

Upon check out we were then hit with multiple charges totaling almost $500. We understand that resort fees exist. We did charge things to the room but it seems like checking out and being told we owe $500 is insane giving the room was literally a $50 a night upgrade for a comped room. We had a $150 beverage & food credit which took of some things but not others. My friend and I understand charges come up but we were shocked to see those charges total to almost half a $1000.

I hope management will reach out and do something to rectify our horrid overall experience. The highlight of our trip was really only Carbone where the food was incredible and I do want to thank Matthew for working his "magic" and getting us that reservation as I know they are notoriously difficult to get in to. This was the first and last time we stay at the Aria sky suites and any other Aria property if nothing is done to resolve the many issues we encountered.