Bellagio

I am extremely disappointed and deeply upset by my experience at Bellagio on Friday, August 28. What should have been an enjoyable Las Vegas weekend turned into a Friday from hell for me. When I checked in, I specifically informed the front desk that I have a severe feather allergy and requested that my room be completely de-feathered. This information is also documented in my MGM Rewards profile. Initially, the front desk associate told me that the room was not ready and that I would need to make the request after receiving my room. I had to insist that this was not a preference—it was a serious allergy and a health and safety concern. It was then that she stated that she would inform housekeeping and hope for the best - stating that it’s not a guarantee. After realizing my frustration she then said I can add $200 credit for you to use but come to find out she didn’t even do that much for me. Once we received our room, I checked it myself and believed the issue had been addressed. Unfortunately, I almost immediately began having a severe allergic reaction and discovered that there were still feather pillows in the room. I immediately went outside and notified housekeeping personelle outside of our room. Rather than taking immediate action, I was told that I needed to call it in. At that point, I was coughing, crying, struggling to breathe, and felt like my throat was closing. The housekeeping manager witnessed the entire situation, apologized, and saw firsthand how serious my reaction was. This was around 4:00pm. I was passing back and forth in the hallway until they changed everything. I had to leave the room and stay outside by the pool in an attempt to get away from the allergen and allow my symptoms to improve. Had I stayed in that room, I genuinely believe I could have ended up hospitalized. Unfortunately, the problems continued. When we returned to the room later that night to go to bed, we discovered that the bed sheets were dirty. We called housekeeping at approximately 1:00 AM, and it took about 30 minutes for someone to arrive and address the issue. I requested at that time for a manger to call me and was told I would get a call by 11am Saturday morning but of course I did not. I could not wait to check out of the hotel Sunday morning. I went downstairs and went directly to MGM Rewards, where Anna, the supervisor, was incredibly kind and compassionate. She listened to my complaint, documented my concerns, and did everything she could to make sure a manager addressed the situation. She introduced me to Stephanie, who was also kind enough to speak with me and ultimately comp my stay. I genuinely appreciate both Anna and Stephanie for the way they handled my concerns. However, comping my stay does not change what happened. I have now arrived home and am still experiencing symptoms from the allergic reaction. Unfortunately, my symptoms remain significant, and based on my experience with these reactions, it can take me at least a week to fully recover. I could not enjoy Las Vegas the way I normally do because I was dealing with the consequences of something that should have been completely preventable. What makes this even more upsetting is that I am a loyal MGM Resorts guest and stay at MGM properties at least three times a year. Yet throughout this experience, I felt like I was treated as though I was nobody. I expect much more from MGM Resorts, and specifically from a property with the reputation of Bellagio. One employee’s failure to take a clearly communicated, documented severe allergy seriously put my health at risk. I am demanding that this employee receive additional customer service and guest-safety training so that this does not happen to another guest and I’m demanding a written apology. This is bigger than one bad room or one bad night. It reflects on Bellagio and MGM Resorts as a whole. A guest should never have to repeatedly insist that a serious allergy be taken seriously, enter a room that still contains the allergen, experience a potentially life-threatening reaction, and then encounter dirty bedding later that same night. Friday, August 28 was supposed to be the beginning of a fun Las Vegas getaway. Instead, it was a Friday from hell that I will not soon forget. I expect better from MGM. I expect better from Bellagio. And most importantly, I expect guests’ health and safety to be taken seriously.

My wife and I were very impressed with the entire experience, including the staff and facility in every way! Our room overlooking the fountains was spectacular! The fountains were meticulously choreographed to match the rhythm, tempo and emotional spirit of specific songs that you could hear on a specific television channel. We can't wait to return!

The Bellagio Hotel is impressive and is now part of the Marriott portfolio. I made the mistake of booking through my American Express account, so I didn't receive my Marriott Bonvoy points. If you are a Bonvoy member, make sure to book directly through Marriott to get your points. When you arrive, you can skip the regular check-in line and use the iPads in the lobby instead. We went to see the Christmas display, which was well worth the trip. Our room was spacious, offered a great view, and had everything we needed. Although it was too cold to use the pools during our January visit, we really enjoyed the oversized jacuzzi. The water fountain show was also beautiful and fun to watch.

Beautiful gorgeous place felt right at home

Absolutely incredible property to stay in, has everything you need , top notch Rooms, staff, restaurants, Clubs, bars, casino, pool , really made me and my wife’s stay a great memory , would return again , Thank you Belligio