I stayed at the Bellagio Hotel in Las Vegas last week and wrote about my experience. In short, I was excited about my stay at the memorable Bellagio. Unfortunately, it was memorable for all the wrong reasons.
The experience left a sour taste in my mouth and I was reminded why I have avoided Las Vegas for years.
This morning, I received an email from the Bellagio titled “Tell Us About Your Stay At The Bellagio.” I found this odd because, generally, these types of emails are automated and sent within 24 hrs of checking out. Yet, I completed my stay more than a week ago.
It’s also worth noting that, typically, these emails find their way to the trash bin before I can finish reading the title. However, having had such a “unique” experience I decided I would complete a review.
To be clear, this email was sent this morning and is an email directly from the hotel and not a review for a third-party website (e.g. tripadvisor, expedia, etc.). I’m not sure if anyone at the hotel reads these reviews but I wasn’t expecting any response and, simply, wanted my experience to be heard in case the hotel was actually seeking to improve their customer experience.
Within the email it read “How likely are you to recommend Bellagio to a friend or colleague?” I clicked on the 5 and I was directed to this…
Again, typically, these emails are automatically sent within 24 hours of completing your stay. So, either…
- This email was sent within 24 hours but has been lost in the abyss of the web – unlikely
- Bellagio’s IT department operates at the same speed and precision that their hotel operates
- Bellagio doesn’t care about their customer experience
…or a combination of the above.
It’s unfortunate that I don’t find this surprising. I spent an hour trying to check out of the hotel. Who spends that amount of time attempting to CHECK OUT!?
I assume there is a person (or even an entire department) dedicated to reading and responding to reviews. However, if the person (or department) is not receiving any reviews (in a ~4000 room hotel) the process may be broken and inefficient. And inefficiency and 5-star don’t go well together.
Do you leave reviews for hotels? Have you had a similar experience?