While the Bellagio remains a visually stunning hotel, the service and overall guest experience fall far below five-star expectations. The hotel appears to be prioritizing cost-cutting and profit over quality service and guest satisfaction.
During check-in, I experienced a frustrating and distressing ordeal when my room keys didn’t work. Despite multiple attempts from staff and using the mobile app, the door remained locked. As I was heavily pregnant and in pain, I repeatedly called guest services for assistance, only to be met with delays, confusion, and unprofessionalism. One representative, JD, was incredibly rude, dismissive, and unhelpful, escalating an already stressful situation. After being repeatedly cut off, spoken to harshly, and even hung up on, I was left feeling anxious and mistreated - an experience that should never happen at a luxury hotel.
It was later discovered that our keys simply hadn’t been activated until 4PM, an avoidable mistake that could have been resolved efficiently with proper communication. Beyond this issue, service requests for room faults were ignored, and in-room amenities were bare-bones - no coffee facilities, shower cap, or vanity kit.
Overall, the lack of care, poor service, and absence of premium touches make the Bellagio not worth the price. The only saving grace was the few staff members who genuinely tried to help. If you’re expecting a world-class five-star experience, prepare to be disappointed.