AA initially overbooked and then had mechanical problems. The entire flight was cancelled, so everyone had to be rebooked and put up until the next available flights. They were so overbooked that they couldn’t get me out for two days. I was extremely frustrated!!!
On top of that they selected a hotel that I believed would be far below my standards. During my stay in Vegas, I stayed at the LUXOR, which was horrible due to an incident allowed by management at their club "Cathouse". Afterwards we were ready to leave Vegas immediately!!!
Much to my surprise, the staff at the Emerald Suites, made the airline and LUXOR nightmare bearable. Since the airline couldn't get me out for two days, management upgraded me to a suite which was very nice and comfortable! The staff was extremely accommodating and it showed in the tips left for them.
I would have expected to receive this type of treatment from the LUXOR, not a small hotel like the Emerald Suites. I felt it necessary to not only show my appreciation to them, but also to express my satisfaction to the general manager. They definitely have my vote for exceptional customer service!!!
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