My girlfriends and I came here to celebrate our 40th birthday, we usually go for a less expensive place but we were celebrating, so we wanted the best. I have no idea how this hotel got 5 stars but they do not live up to it; I have stayed at best Western and red roof inn with better services. We flew from Baltimore to Las vegas on a red eye flight, and paid for the "guaranteed " early check in at Aria. I have a health condition and have injectable meds that need to be refrigerated, so I trusted a 5 star hotel would be able to keep thier guaranteed early check in that I paid extra for. We got to the hotel at 10am or so, and at the front desk we were told our room was still being prepared, and they would put a rush on it to see if we could get in before 11am. No big deal. 10:45am rolls around, I was feeling ill by this time due to my health condition and had gotten got sick in the lobby bathroom. I let a few staff members know and they told me back to the lobby, the room would be available by latest 11:01 for me to go lay down. 11:10 am (by this time there were at least 30 people in line at the front desk) so I went to concierge to see if my room was ready. They said no, and the guaranteed early check in isn't a "guarantee guarantee" it's only if they have the ability to accommodate your request, and at this time they could not accommodate because all 4000 rooms were occupied the night before. They did not know when any rooms would be ready to check in. I reminded them of my health condition and that I was dehydrated and feeling ill. They asked me to take a seat and wait. It was around noon when I got sick a 3rd time and called (due to the excessive line/wait at the front) to beg at this point for a room. I spoke to a manager, Chris, by this time in tears(i was embarrassed and sick with vomit on my shirt sitting on display in a beautul hotel lobby). I expressed how delirious I was, and he found me a room. No apologies, or condolences for what I had been through to this time, but he did get me a standard room, and for that I was greatful. I would equate this to service I would expect at the bare minimum, at a 2 star hotel. I warily made my way to the front desk to get my key, but no one was there working that station. After a few minutes, I went back to concierge, expressed my disappointment (she seemed to be used to this kind of thing) in service, she said she was sorry and gave me my key. Arrival to the room: as sick as I was I still noticed the old throw up (or some type of brown body fluid) stains and lipstick marks on the curtains in the midday sun. The mascara marks on the pillow. The unswept piles of dirt in the corner. This room was disgusting, but it was a place to lay. Since my other friends had gone to lunch and I had no more energy to fight, my friend went down to show pictures of the filth to the front desk when she returned. Even the front desk attendant was disgusted and issued us a $100 food/drink credit for the inconvenience. They offered no assistance to help move our luggage knowing I was sick. Somehow I mustered the strength to move my luggage to another room, again. The new room was standard, and clean. Finally, I could rest. I slept from early afternoon until the next day, exhausted from my ordeal. I guess in hindsight, maybe the staff are so desensitized from dealing with intoxicated individuals that they no longer have the ability or human decency to accommodate people with legitimate health concerns. They never brought the mini fridge for my meds. The next day: I awoke at 5 am dehydrated, needing water (the water bottles at the mini bar in room costs $25) so I decided to door dash a case of water. Once it arrived (around 5am) I went to the lobby to get it. I asked the bellman (as I was clearly struggling with the weight) if I could use a rolling cart to assist my provisions to my room, since it was a far walk. (Note: all of the rolling carts were present since it was early. There were no other guests atound, he was not busy.) He said NO. This one took me by suprise. I then asked if he could help me, and he said no, they charge for that type of thing. I then went to the guest service desk right inside the lobby to try to get help. He said only the bellman could help, and if he said no, then no. He called around to see if any staff could help me ( I could clearly see many staff members walking aimlessly) and everyone said no. So I did it myself. I actually had to end up splitting the case in 2 halfway due to the weight of the water and bags and making 2 trips. Never in my life have I experienced anything like this. I am still here until Friday, sadly. I no longer have the desire to celebrate my 40th birthday, thank you Aria. I just want to go home. If I didn't have 6 friends with me in other rooms, I would have switched hotels by now. This place is the worst. DO NOT STAY HERE.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.