Bellagio

I wanted to share my experience with the concierge, Ryan Feinberg, at the Bellagio Hotel. I contacted the concierge desk with some specific requests for a pool cabana for a birthday celebration, and Ryan was beyond accommodating and professional. Within minutes of speaking with him, he had all of my requests handled seamlessly. This level of service feels rare today, and I will absolutely ask for Ryan for any future needs I have at the Bellagio.

We chose the Bellagio Hotel & Casino for our wedding stay and had high expectations for such a special occasion. To start, check-in was smooth and convenient. Being able to check in through the app and print our own keys in the lobby was easy and convenient . Our room was clean, comfortable, and had a beautiful view of the fountains, exactly what we hoped for. Unfortunately, the experience took a very disappointing turn after checkout. On Sunday, May 3rd, I realized an hour of leaving that I had accidentally left my wedding veil in the room. While I understand that was my mistake, this item is priceless and sentimental. I immediately called the hotel and was told to file a report and that security would “look into it,” but no urgency or timeline was provided. My husband and I delayed our trip home and returned to the hotel two hours after checkout to try to resolve it in person. We spent nearly another two hours being sent between multiple desks with no real assistance and were eventually directed to a phone at the concierge desk to call the same guest services team we had already spoken to. We were told the room had already been cleaned, yet no one could clearly explain what happens to items found during cleaning or why there wasn’t an immediate escalation given how quickly we reported the missing item. Lost & Found then said they would “rush” a check, after another hour nothing was found in the room, confusing because they already told us it was cleaned. Then told us to wait until 10pm for updates from housekeeping item turned in for the day. When we followed up, we were told clothing items had been turned in for our room but none of them belong to us. When I asked if there could have been a mix-up or items logged under the wrong room, I was told no. Even though they are reporting items for our room that are not ours. It is incredibly frustrating and honestly hard to believe that something reported an hour after and followed up on in person in two hours, has resulted in days of little to no meaningful help or answers. This was our wedding stay, and while the room itself was lovely, the lack of urgency, communication, and care in handling such an important and sentimental item has completely overshadowed the experience. I hope management takes this seriously, reviews what happened, and makes a genuine effort to locate my veil or provide a clearer explanation. At a hotel of this caliber, I expected better.

Bellagio is fabulous. Rooms, location, food, atmosphere, shows, retail shops, everything. We are definitely staying here on our next Vegas trip.

Having stayed at Bellagio numerous times it was our first choice again for this vacation, but it’s not the Bellagio we knew, given the prices they charge. The biggest issue was their customer service, my CC was at its limit for guaranteed amount for the stay plus the additional $600 they add for extras. They informed me so I offered another card, they said it was okay as long as I didn’t add more onto the room, this was discussed with two people at reception. When we get back to the room tonight the door card didn’t work, had to wait almost an hour in the long queue for registration (why not have a separate person for queries?) before I spoke to an administrator, she discusses with her boss who then advised it was MY FAULT that the transaction was declined. I explains that I have spoken to two staff members about this and offered a different card, both said not to bother. He (Tye) was his abbreviated name, didn’t believe me even though the second person said they were going to make a note on the system. Then he said that I owed $800 which I pointed out I owed nothing until I check out, the amount being added to the card is just a guarantee, also I explained that I am going to use a debit card to pay the final amount not the CC. I asked for an apology which his refused to give, when I said that I have never had such bad service for this hotel during the 12+ times I have stayed here and would probably not return, his response was SO BE IT. So that is Bellagio you will not be having my business again SO BE IT.

Overbilled despite bei ng assured 3 separate times that the matter was resolved. Ambassador member with Marriott and was locked out of room for over an hour in a swimsuit and couldn’t get assistance. Zero consideration for huge loyalty within Marriott group. Bellagio was known for an exceptional experience but you can not stay a premier property by relying on the past and ignoring actual service needs today. Each experience like this from Marriott-affiliated properties makes me re-evaluate my 5-6 month annual stay commitment within the Bonvoy program. When in Vegas, stay somewhere that is hungry to prove themselves and their service. PERIODB