| rev:text
| - Wow.. all these great reviews make me feel bad about posting my bad review :O
We visit Vegas regularly, but usually stay at The Wynn. These past couple stays, we decided to try something different. We'd heard good things about Bellagio, so off we go.
First stay review:
We booked 2 rooms directly. We asked for non-smoking & joining rooms. We called the morning before we left to confirm our reservation. Again, non-smoking, joining rooms. The lady we spoke with confirmed this was not going to be a problem.
Upon arrival, not only were we checked into smoking rooms, the rooms were on different floors. In fact, to go up to our rooms, we had to use separate elevators. The front desk confirmed the rooms were non-smoking, but as soon as the elevator doors opened, we were greeted by cigarette smell. We asked to be reassigned. One of the rooms was assigned right away, but we were told that was the only non-smoking room available at the moment. But, if we checked back in 2 hours, the other room should be ready. Fine, we went out, did out things and we checked back in 5 hours later, only to be told, no, there was no more non-smoking rooms available. WHAT THE HECK HAPPENED TO THE ONE YOU PROMISED US 5 HRS AGO? I asked to speak to the manager, only to be told, oh wait a second, we would upgrade you to a non-smoking suite. Okay, that's more like it. We weren't asking to be upgraded, but who would say no to an upgrade?
We ended up with one suite and one deluxe room. I don't know why anyone would want to pay extra for the suite. The difference between the two rooms were only the "nicer brand" chocolate and slippers they provided you in the suite. The rooms themselves were exactly the same from what we could tell.
Besides the problem we encountered with our rooms assignment, our stay was uneventful. The hotel is smacked in the middle of the strips, so location wise, it's great. Giving it 5 stars for the location if I must.
Second and last stay:
Despite our problem with our previous stay, we decided to give Bellagio a second chance. This time, we booked one King deluxe non-smoking room. Again, I had requested for non-smoking. I understand that it's normal thing for indoor smoking in Las Vegas. However, just because I like Las Vegas, it doesn't mean I want to smell cigarette first thing when I wake up. We were told by the booking agent this was not going to be a problem and she had noted it in our reservation. Again, we called that morning and the reservation agent confirmed our non-smoking king size deluxe room.
When checking in, again, I asked specifically to be assigned to a non-smoking room. The lady at the desk told us, they only had king-smoking room or double-non-smoking room available. We chose the double room. We're assigned a room in a different tower as previous stay. As soon as we got into the elevator, I noticed that in the elevator, all the non-smoking floors had "non-smoking signs" on them, and guess what, our floor didn't have that sign. I should have gone back to the front desk, but didn't. Just as suspected, our room was smoking room. In fact, the whole floor was a smoking floor. Our room reeked of cigarette smell. We thought the girl must have had assigned us to a King-smoking room instead of double-non smoking, but the room had double beds.
We marched ourselves back down asking to be reassigned. This time, we didn't get lucky. A different person helped us and pretty much told us that it was our fault that we didn't get the room we had requested because we came late (FYI, we checked in around 5pm. We had checked in later in different hotels and never had such problems!) They didn't have any more non-smoking rooms available, not even a suite (we had agreed to pay the difference if they had one available). All he could offer was to send housekeeping over to our room and try to get the smell out (FYI, it didn't help). We had no choice but to take the room. We did ask to be transferred to another room the next day, and there was no problem with the transfer.
So, that pretty much summed it up. The hotel itself is beautiful. Again, great location. However, the staff were rude, not accommodating or professional. For supposedly a five star hotel, we expected more. Customer Service is very important in our book, and they failed greatly at that.
After my review was posted on a travel review site, I was contacted by one of their Guest Services reps to resolve the problem. I did try to contact him back, but never heard back. So, do they really want to resolve the problem? I think not.
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