My wife and I used free night awards to book three nights at ARIA Resort & Casino under two separate reservations. At check-in, we asked the front desk to link them so we wouldn’t have to change rooms midway through our stay. They kindly accommodated the request.
Unfortunately, the issues began as soon as we entered the room. Most of the lighting controls and the curtains were not functioning. The central in-room control pad — something ARIA is well known for — would not connect to the system. When I went to the front desk, they acknowledged the issue and mentioned it was a known occurrence that required a system reboot. After a short wait, everything was working again.
Later that evening, before heading to dinner, the system failed again. I notified the front desk, and they arranged for another reboot and sent a technician to inspect the room. They proactively offered dining credit for the inconvenience, which we appreciated. However, when we returned from dinner, the engineer was still in our room replacing a faulty drape motor. We had to remain out of the room longer than expected, which was frustrating — especially since we had an early flight the next morning.
At around 8:00 AM the following day, housekeeping knocked and seemed surprised that we were still occupying the room. Concerned that our reservations may not have been properly linked, I went back to the front desk. They confirmed everything was in order and apologized for the misunderstanding. Again, they provided dining credit without us requesting it, which we appreciated.
That evening, however, the control system failed yet again, leaving us to get ready for dinner in the dark. Another trip to the front desk resulted in the same reboot process and additional dining credit. Thankfully, our third day passed without incident.
We checked out at 4:00 AM on the fourth day and requested an itemized receipt. We were told that charges had not yet finalized and that a receipt would be emailed later. Since we had a flight to catch, we left assuming everything would be correct.
When the final charges arrived, we discovered that only a fraction of the promised dining credits had been applied. I called the hotel and was assured the issue would be resolved. The following day, I noticed additional pending charges and called again — only to learn that the previous representative had not corrected the issue. Although the second call began with some frustration, the representative ultimately resolved the matter.
I had planned to wait a few days before completing ARIA’s guest survey to ensure all billing concerns were addressed, but by the time everything was resolved, the survey link had expired.
While ARIA is often praised as one of the premier places to stay in Las Vegas, our experience was disappointing. The staff consistently attempted to make things right, and their gestures were appreciated, but the repeated room control failures, billing errors, and overall inconvenience made for a frustrating stay. There were even minor maintenance issues — such as slow-draining bathroom sinks — that we chose not to pursue during the stay.
It was, unfortunately, not the experience we expected.
