I normally only try to post positive reviews, and the establishments with poor customer service I avoid doing business with again, but I think this hotel is a diamond in rough. With a little bit of management/personnel restructuring this could be without a doubt a great resort.
I checked in on 5/5/13, which was the day after a large Supercross event. I was told they were completely sold out (which from other reviews, seems to be the standard protocol) and I could not check in early, I travel frequently and I completely understand this during large events, until a couple walked up to the host next to us and got to check into their Deluxe king room which is what we had booked. The girl at the counter said that must have been the only room that had gotten cleaned and was available; I asked how that was possible since we were there 10 minutes before them. Then she offered to call us when the next room was available, no call was ever made.
Rather than waste time, we checked our bags with a bellman that really didn't seem eager to be working and was constantly on his phone and not very personable. We walk the Casino which was very clean, security and table game personnel were very friendly and very informative of the hotels functions going on daily. By the way, if it’s your first time here sign up for a player’s card right away. They have great deals for 2 for 1 buffets and other player perks.
As for the buffet, food was good but again the hostesses had no smile on their faces and not personable at all even when you greeted them with "Hi, how are you today?" One response was "wish I wasn't here". Ok, now onto the wait, it was a Sunday we got to brunch at 10am and wait in line for 45 minutes when there are 3 cashiers and at best half the dining area was occupied. We thought maybe it was because of the big event the day before, but unfortunately this was the same for all any of the days we were there. The servers we had the entire stay were very friendly and always checking to see if anything was needed. Both MRKT and Bistro 57 had a great food and great service.
After brunch we made it to the tables, where to our surprise after the morning we had everyone from the Pit bosses to the dealers were very nice and polite and were very informative. After playing for a good portion of the day we were finally able to check in and get up to our room. The room was very nicely decorated, cozy, and a good size TV, and a nice shower/bathroom. The only thing that was odd was how dusty it got, I left my IPad out nightly and when waking up the next morning my Ipad was literally covered in dust.
The next few days were nice, we spent them by the pool which is proportional for a resort this size. Very clean, very nice security/pool personnel. Hot tub and cabanas were very clean. One very pleasant experience was that every time we had seen someone from housekeeping, their greeting was very cordial and thanked us for staying at the Aliante. Also, they have a very nice fitness center, clean, all machines are well kept and over looks the pool.
Here in lies the problem with some of their customer service, (which seems to be the common problem with most of the poor reviews). The day before we checked out I had talked to a girl at the front desk about checking out an hour later the next day (1pm), she said that would not be a problem and just to call in the morning and let them know you would like a late check out. We call the next morning and request an hour later check out, which they told us they could not accommodate because they were "sold out “and then put me on hold so he could ask his manager if he could extend it, and the answer was still "no". I found this to be odd, so I checked reservations online and it showed availability in a king deluxe, I also called reservations and asked if they had any availability and they had told me they had rooms readily available. We check out at 12, and I ask to talk to a manager. I had told her what had happened and she went right into the "we are sold out", I proceeded to tell her I called the reservation line and checked on line as well and that there was availability, The only response after that was "I'm sorry, I thought we were sold out, I meant we had allot of check ins.
As I said in the beginning, this is a real nice resort but needs some personnel changes. It seems from reading the other reviews that I'm not the only one who has noticed this. But one thing is certain your bellmen and front desk personnel are the people that set your first impressions, if these impressions are poor and they are followed up by managers that don't know the occupancy or day to day operations of their own hotel it can make a great hotel look lack luster for better terms, which in my opinion is what we encountered with our stay at the Aliante. The hotel maybe 4 diamond but some of the service is not.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.