The Power of Twitter

On Sunday, May 22nd we checked in at Aria hotel in Las Vegas for an overnight stay. We had driven in from San Diego (a 5 hour trip) for the Billboard Music Awards. My stay at Aria was less than pleasant. After having to change rooms (the first non-smoking room was rank with cigarette smoke), and the key card not working, and after talking to two different hotel employees; I was still in the hall waiting for someone to let me in our room. So, in my frustration I took to Twitter. Well…guess what? By the end of the following day, I heard back from someone on their management team. I received both an email, and a phone call. I was offered a night’s stay. However, for me it’s probably a little too late. I only mentioned the problem with the key card in this post because that is what started my “TweetRant.” There were problems with housekeeping, and the power and water went out as well. If they had made some type of conciliatory gesture during my stay, my feelings would be different. I believe the only reason I heard back was because I took to Twitter. I started tweeting my location right after checking into hotel (who knew my FourSquare check-in would start the perfect timeline), while still in the lobby area. Following are the tweets that lead to Aria reaching out to me:

BlkChickOnTour BCOT
I’m at ARIA Resort & Casino (3730 S Las Vegas Blvd, at Harmon Ave, Las Vegas) w/ 8 others http://4sq.com/mDBELE

BlkChickOnTour BCOT
So far I’m so unimpressed with @AriaLV still unable to get into room almost 30mins after checkin. Waiting outside room door. 22 May

BlkChickOnTour BCOT
@AriaLV front desk mgr was sending security to let us in our room, 10mins I’m still waiting Roland decided to walk back down to the lobby.22 May

BlkChickOnTour BCOT
@AriaLV huge disappointment. Mgr no real help and not even a free drink offered for the complete hassle. Will never stay @AriaLV. #vegas 22 May

BlkChickOnTour BCOT
@AriaLV is still an effing JOKE!!! There is now no power or water going to our room. But, guess what…they’re sorry. This is not good. 23 May

AriaLV ARIA Resort & Casino
@BlkChickOnTour I am very sorry to hear about the issues you have been facing. Can u please tell me what name ur reservation is under?

BlkChickOnTour BCOT
@AriaLV Terri Lundberg 23 May

AriaLV ARIA Resort & Casino
@BlkChickOnTour Thank you very much. I have sent all of your information to our Management team and they should be in touch soon. 23 May

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About Terri Lundberg

Terri Lundberg is an American expat currently residing with her husband in Saudi Arabia, but she calls Seattle and San Diego home. She’s a travel writer, an avid photographer and is a resource and cross cultural trainer to expats relocating to Saudi Arabia. She’s been to 100 destinations, 26 countries, and counting.

Comments

  1. Nice Twitter work there! It’s always nice when companies actually have a real person monitoring their Twitter account. It’s the wave of the future!

    • It was nice to actually get a response.

      Twitter is forcing companies to actually have to provide customer service, something they really don’t want to do, especially the airlines. My fear is that it will become illegal for consumers to take to Twitter to air their grievances. Even when customers are compensated like they should be (i.e. bumped from a flight, etc), they don’t want people to know about it. The airlines in the US don’t want people to know that in Europe if you’re bumped from your flight (denied boarding) you’re entitled to 600 Euro, per person, when they’re making people in the US accept miles.