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My Bellagio Nightmare
Warning: There are photos of hairs that were found on the beds in three rooms during my recent stay at the Bellagio. I feel it is important to include them to backup my story and words.
Back in November for Black Friday, Expedia had a tremendous sale. During the sale they sold a select few properties at 90% off of the retail rate. One of those properties was the Bellagio, so I decided to book a room to enjoy a nice “staycation”.
I have long wanted to stay at the Bellagio due to the hotel’s good reputation and five diamond status. Since I am also an Mlife Platinum due to their partnership with Hyatt, I expected it to be a great stay. I could not have been more wrong!
My wife and I arrived at the Bellagio at 4pm this past Saturday. Thanks to my Platinum status I was able to go to the dedicated check-in line where I was almost immediately helped. The agent didn’t acknowledge my status, but I did ask her to make sure both my Hyatt & Mlife account numbers were on the booking.
Having Mlife Platinum status technically entitled me to an upgrade, but this was Vegas on a Saturday and a higher floor was all I expected. Since I saw she assigned me to a room on the 27th floor, I was happy. Once check-in was complete Jasmine and I headed to the room.
Dirty Towel & Hairs Galore
As we walked down the hallway towards our room, I noticed a dirty towel sitting on the floor outside of a door. When we got closer, I realized the towel was sitting outside of our room. Of course it was outside and anyone could have put it there, so it didn’t bother me too much.
When we entered the room I took my standard pictures while Jasmine waited for me. Before long I snapped several angles and decided to sit on the bed to do a little work on the laptop before getting ready to head out for the night. Immediately after I pulled back the duvet, both Jasmine and I were taken aback at the sight of three long hairs strewn about.
They were spread out as if to indicate someone had recently been sleeping in the bed. Of course this is a five diamond property so they must have changed the sheets. (It sure didn’t look like it!)
The sight of those long hairs made us move in for a closer inspection and unfortunately what we saw was even more disgusting. In the sheets and under the pillows there were five more short curly hairs. I have spent 100 nights in hotels (ranging from 1* to 5*) this past year and haven’t seen anything like this. It wasn’t a random hair, but a collection. Disgusting!
On To Another Room
I know things happen and at this point Jasmine and I decided to head back downstairs to tell the front desk. The Bellagio is a huge property and it is a long walk, but I headed right back to the same agent who checked me in. After hearing what happened, she said. “Oh I’m sorry”, immediately picked up the phone to call housekeeping and handed me a key to a new room. It was as if this happens all of the time.
The new room I was given was a supposed upgraded room on the 7th floor. In reality the new room was the same size as a normal room, however the entry hallway was slightly longer and it was on the end of the building which resulted in more windows. I didn’t like being moved down to the 7th floor, but we had already lost an hour at this point and I did like the additional windows.
Since the new room had a slightly different layout, I decided to take photos once again before heading straight over to the bed to check for hairs. Do you want to guess what I saw when I lifted up the sheets? Yup! Three short curly hairs. Two on one side and one underneath the pillow on the other. Yikes!
A Call to the Manager
At this point I was still calm, but not happy. Since I didn’t want to walk all the way back down to the registration desk, I called the front desk manager’s line from the room and waited.
As I explained what happened, the woman on the phone didn’t seem too interested and placed me on hold for 5 minutes. When she came back, she told me the, “Housekeeping manager is going to come up to check… I mean to change the sheets.” Her slip made it clear that they didn’t believe me.
This was the second room I had been given which was dirty, I wasn’t asking for anything from them other than a clean room, had lost well over an hour already and then it sure sounded to me like I was accused of making the whole thing up. I was now getting angry.
T the “Front Desk Manager”
I asked to speak to her supervisor (the supposed front desk manager) and after a couple of more minutes T (I don’t want to publish her name.) came on the phone. T was abrupt, didn’t seem to care and didn’t want to help. She told me to wait for the housekeeping manager. When I asked her if she thought having hairs in a room was acceptable, she deflected and didn’t answer.
The housekeeping manager arrived 10 minutes after I got off the phone with T. I showed her the hairs, showed her pictures of the hairs in the first room and asked to be moved to a room that was clean. She told me to wait, that she would talk to the front desk and have T call me.
20 minutes later I still hadn’t received a call, so I tweeted their social media team and asked for help. About 10 minutes later I received a response that they had requested the front desk to call. About a minute later the phone rang. She claimed that she was the only front desk manager on duty (in a 4,000 room hotel on a Saturday night) and that she was busy.
I asked T for a new room and she moved me back to the 27th floor, this time with a fountain view. I had lost almost two hours now and just wanted to get ready to go out. She said a housekeeping manager would meet us at the room to make sure everything was alright.
The Third Room
When we arrived at the room, both a housekeeper and the housekeeping manager were waiting for us outside of the room. Neither came in when we entered and they just said to let them know if there was an issue and walked away. I immediately went to the bed and lifted the sheets. Do you want to guess what I saw? Yes, a hair!
I then quickly opened the door, walked down the hall and caught the manager. I brought her back to the room and showed her the hair and she apologized. At that point I just asked if they could put fresh sheets on the bed. I was tired of the whole situation.
As they were changing the sheets, T called to see if the room was satisfactory. When I told her what happened, she didn’t seem to care. Her tone made it clear that she was sick of me at this point. If that is how she feels then I am not quite sure why she would be doing that job.
T did very generously (*sarcasm) offer me a $25 dining credit to use in the buffet or cafe. If you have ever been in the Bellagio then you know that would barely get me a drink. By that time I was frustrated, tired of dealing with T and tired of complaining. I asked if she would waive the $25 resort fee instead, since I didn’t plan to eat at the hotel.
Things happen at hotels all of the time. I get that. This situation could have been easily fixed by sending someone to make sure the second room was clean. It would have been easy and frankly it is something that I would expect from a five diamond hotel.
In the end the staff at the Bellagio really fell short. I don’t believe for a second that T was the only manager on duty, however at some point you have to just give up and make it a good night. We had already lost 2 1/2 hours and I just wanted to enjoy the night as planned and we did.
On the positive side, our final room had an amazing view of the fountains and Strip and the decor was nice and the room comfortable. I don’t believe I will ever stay at the Bellagio, because there are many other comparable hotels which do know how to properly treat guests.
To close, I have stayed at over 60 hotels this past year alone and have had issues at 4 of them. While I haven’t had time to review every stay, you can find quite a few of my experiences in the Hotel Reviews section.I point that out, because the majority of my experiences exceed my expectations and I feel it is important to point that out.
Miles to Memories has partnered with CardRatings for our coverage of credit card products. Miles to Memories and CardRatings may receive a commission from card issuers.