The weekend of September 26th, we were in Las Vegas for 3 nights at the Bellagio celebrating my wife’s 50th birthday. This was a very special occasion so I made my travel plans months in advance through the American Express Platinum desk, I wanted everything to go perfect and we had stayed at the Bellagio several times and were pleased with the hotel.
My request was very simple two non smoking rooms for me and my family and I also requested that a welcome gift be waiting in our room to surprise my wife as she walk in, I would pay for the gift (strawberries or a bottle of wine). When we arrived as we checked in I discreetly reminded the front desk clerk of my request. To my disappointment when we walked into our rooms they were both in the smokers floors and no gift, I called the front desk and explained to them that we suffered from sinus and allergies and that we specifically had requested two non smoking rooms I was then told that Bellagio’s policy does not guarantee non smoking room and that no other rooms were available, after long discussions with the front desk I called the American Express Platinum desk and asked them to handle it, we were then told by the hotel that only one of us could be moved to a non smoking room, to our dismay they moved us to another smoking room in another smoking floor and of course non welcome gift for my wife. I complained again and again I was told that they did not have any more rooms and that it was my fault that I had agreed to be moved to that room.
Tire of holding on the phone with the front desk and dealing with rude hotel management for hours we decided to stay in our ashtray smelling rooms and went to have dinner, I asked the hotel management to please deodorizes our rooms but they never did. After we came back from dinner to our room we realized that the air conditioning in our room was not working, so once again I complained to the front desk and spoke to the hotel manager. The hotel manager then agreed to move us one more time to another room, after moving 3 times me and my wife finally got a non smoking room, the rest of my family had to stay in a smoking room for the rest of our stay.
We found the hotel management to be rude, condescending. Not once they apologize for all of our troubles and ruining our weekend. The welcome gift that I requested for my wife never came and I finally gave up. We have filed a complain thought the American Express Platinum desk and they are handling it . We used to be big fans of the Bellagio but no more, we go Vegas 3-4 times a year and stay at different resorts but we will not be staying at the Bellagio any time soon, Bellagio does not need our business and we don’t need the aggravations. We also found that the rooms are showing their wear and tear and showing their age.













