nasty gram

LINK: nasty gram

I was prompted to write about this because I was cleaning up my photos folder for the dates of August 27-28 and these pictures reminded me of the events that transpired (I had more pictures but I’ve deleted them since then). Also, Five Star said that we might be staying at Aria when we go to Las Vegas again. That triggered me for a hot moment then I calmed down because if she wants to stay there, she can book the hotel with her credit card and I will gladly pay my portion. I’ve already told her about my fiasco with Aria so it’s on her.

I rarely write e-mail complaints, but when I do, it’s because the situation has been egregious.

We’re going to go back into time because this was the last time I sent such a nasty gram before. My experience at the Aria Hotel during my stay from August 26-28, 2022 was one of the most frustrating hotel moments I’ve ever had, and I was compelled to document everything for the record because I knew it was going to be a shit show.

I’ve added a few pics for a little razzle dazzle and proof of receipts.

To Whom It May Concern:

Upon my arrival on 8/26/22, the digital key at Aria did not work despite following all instructions (Wi-Fi and location enabled). I went to the front desk and was given a physical room key, which also failed.

When I located security for assistance, his master keys also did not work. Additional staff attempted to charge the lock, but that failed as well. Ultimately, I was moved to another room, escorted by security, and told my new key cards would be delivered so I wouldn’t have to return to the front desk.

While all this unfolded, I missed my friend’s bachelorette dinner, a major reason for my visit. Instead, I had to order room service alone and request them to bring my keycard because they still have not delivered it to me, leaving me unable to leave the room. This was only the beginning of the problems.

When my food arrived, I opened the minibar to see if there was room to store facial masks (without disturbing any of the beverages inside).

Moments later, I saw a pending charge of $636.25 appear on my American Express. I immediately called the front desk to dispute it, as I had not consumed or removed anything. I was told that a minibar audit would take place the following day.

On Saturday morning, a staff member inspected the minibar, confirmed nothing was taken, and said he would notify management. When I checked out on Sunday, 8/28/22, I was informed that the manager had taken the charge off my account. I was also offered a $75 room service credit as an apology for the lock/key incident, which was used toward the room service I ordered on 8/26/22.

However, not only was the original $636.25 charge never reversed, but on 8/28/22 an additional pending charge of another $636.25 appeared on my Amex. At this point, I had

• a $300 incidental hold
• the original $636.25 pending charge, and
• an additional $636.25 charge added on 8/28/22.

That totals $1,572.59 in pending charges for a two-night stay that already cost me $1,043.69.

This is outrageous and unacceptable. I have stayed at numerous five-star hotels including the Ritz-Carlton and the Four Seasons, and I have never once encountered such a mishandling of charges, service failures, and lack of accountability.

I only chose Aria because my friends were staying there and I had heard positive things about this hotel. This hotel was more expensive than the Four Seasons. Unfortunately, this experience has left me deeply disappointed and questioning the credibility of your brand.

At this point, I am requesting:

1. immediate reversal of all incorrect minibar charges ($636.25 x 2)
2. written confirmation that my account is clear and no additional charges will be applied

I am writing this letter because I need a documented record of this situation. I have already DM’d your Instagram account, called the hotel twice and spoken with the General Manager, and three other staff members who were unable to resolve this and wasted nearly 90 minutes dealing with this situation.

I expect a prompt resolution. Please confirm receipt of this complaint and advise me on the timeline for reimbursement.

Sincerely,

Just Rojie
(phone number)

Well guess what? They never even bothered to respond to my e-mail. Not a word. At that point, I decided I wasn’t going to waste any more time or energy talking to them. Instead, I went straight to American Express and asked for their assistance.

Amex could not have been more professional. I explained the situation and provided everything I had: screenshots, names of the hotel staff I dealt with both in person and over the phone, e-mail correspondence, and my checkout receipt. The agent I spoke with reviewed it all and told my that my records were meticulous and that I had done exactly what I should have done.

She assured me that Amex would conduct their own investigation and reach out directly to the hotel on my behalf. Two days later, all of my money was recovered, thanks to American Express. And this is why I’ll never leave American Express, their customer service is top tier.