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| - I am writing this review with conflicting feelings. The Bellagio Hotel had been on our bucket list for years and we always wanted to spend a weekend here as guests. We have immediate family living in Las Vegas so we visit the Sin City at least 5-6 times a year, and until now we always opted to stay at their house.
Since our anniversary was coming up we felt we deserved a special treat to ourselves and we decided to finally book a weekend at the Bellagio. Knowing this was a special occasion, we decided to pay the extra charge for a room upgrade with view on the famous fountains and we could barely wait to arrive.
Unfortunately, we arrived late on Friday night and we were told upon check-in that there were no room with Fountain View available. The employee was very unapologetic and when we told him there must have been a mistake because we had booked- and paid for- a room with Fountain view, he told us that due to the fact that we arrived at 11 pm there were no more rooms available. This was the first of many disappointments. We paid an extra fee for a service that was clearly not available and would have expected more. The employee told us to check again the following morning after 11, as he would take a note and give us another room.
So we ended up going up to a room with a very obstructed view of the fountains on the 7th floor. As soon as we entered, we felt we were in a Marriott Courtyard and not at the Bellagio. The room was small, rundown and in dire need of a total revamp. The bathroom was average.
Both my husband and I travel extensively for both business and pleasure and we have stayed in the best hotels in the world, so we are quite familiar with the room layout and decor of the main hotel chains.
The bathroom tub even had two hair which I promptly rinsed away and needless to say we didn't use it. Another surprise were the toiletries. I mean, we booked a room costing $350 a night and the toiletry kit consisted of one shampoo, one conditioner and two bars of soap in total.
The bath towels were of inferior quality and, to our great surprise, there was no bathroom carpet. I have never before stayed at a hotel that did not include a bathroom carpet and we are talking of the Bellagio, one of the leading hotels in the world!
There was no complimentary water bottle in the room, and no coffee maker. We were too tired to go back to the reception so we decided to make do and went to bed early but our spirits were very low. The morning after, despite the no disturb sign, we were rudely awakened by the cleaning lady who, after knocking at the door very loudly, asked if we were planning on leaving early. This has never happened to me at any other Hyatt or Intercontinental.
We then received a message on our phone from the reception, telling us that another room had been made available. We repacked our bags and went to the reception to change the room. It was around 10 on Saturday morning and there was a huge line of people checking in and out, but we patiently set to wait despite the fact that we were starving to have breakfast.
After a good 30 minutes in line, it was our turn. This is the moment when I thought I had ended up in a comedy of the absurd.
The employee at the desk, completely ignoring me who had been waiting to talk to her, turned her back and left to take her break with another colleague. No apology. The desk remained unattended.
We then had to wait in another line to talk to another employee and ended up wasting another 30 minutes only to be told "Yes, we found a room but it will be available in a few hours". Couldn't they have said so when they left the message? Because of this, most of our Saturday morning had already been wasted.We decided to give our luggage to the bell desk who told us to ask outside. This hotel is in need of improvement in its customer service.
At this point, I was fuming and I went to complain to one of the managers. Mr Jeffery was very attentive to our complaints and appalled at what he heard.
As a gracious gesture, he offered us a gorgeous suite on the 35th floor for 1 night and this time we did have a stunning fountain view.
Despite this upgrade, the hotel still does not rate 5 stars.
First of all, when we went to the suite I realized that they have the same toiletries kit as in the previous room, only in more generous quantities (the kit on the suite also included a razor, toothbrush, shower cap and body wash). I know it is the suite, but I would have expected better products and felt there was an unfair treatment of the paying guests. While in the suite, we were disturbed twice by the cleaning crew. Wow.
For those of you who have had the patience to read this long review, I am not biased.
I felt grateful that I was offered a suite in this hotel, but I will not change my review ratings for this. Book somewhere else and avoid the disappointment.
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