Esoterra
08-12-2007, 06:52 PM
A fellow wedding photographer friend of mine was hired to shoot a wedding for a wonderful couple. They were married in a local Catholic church in Las Vegas, and then wanted to do post ceremony shots at the water fountains at the Bellagio hotel and casino because they had stayed there many times previous and loved it there. The Bellagio has their own in house wedding photo service but its high price was restrictive to the couple- hence an outside photographer. With permission of my friend, I post the dialog between the Bellagio and my friend. I can understand the risks that the Bellagio assume, but this too me comes across as a simple ploy to keep competitors away. Bottom line, its their private property, so I don't think there is much that can be done? Forewarning, this is a length post, but worth the read.
HENRI Complaint letter
To Whom It May Concern:
My name is Henri ; I’ve owned and operated a very successful photography business here in Las Vegas for the past 15 years.
Almost 9 of those years I’ve photographed my clients on the Bellagio property, some clients had their wedding services provided by the Bellagio many others have not. I’ve also been referred by the Bellagio staff to clients as well.
About 2 weeks ago I encountered a very strange experience on the property. About 2 minutes into my photo-shoot with a Bride and Groom and 4 of their family members a security guard had approached me and asked me in a very rude manor “what are you doing”, it would have seemed obvious and pretty clear what I was doing, a photographer, a bide and groom and a few of their well dressed guests. After this security guard had had rudely interrupted and embarrassed not only me but more importantly my clients, he had got on his radio and within a minute another security guard had approached us and again in a very rude and unprofessional manor told us :” pack it up and leave the property immediately”.
First of all, I’m a professional and run a reputable business, this was not only un-professional and rude, but can you truly imagine how my clients must have felt, especially the bride! This is a once in a lifetime event, the most important day of most people’s lives, the bride was almost in tears, she had told me that she loves the Bellagio, the groom had mentioned to the 2nd security guard that he and his friends had spent over $3000.00 in the casino the night before and the couple had stayed at the property 6 months prior to their wedding date while planning their nuptials excited about getting to capture their special day at their favorite hotel in Las Vegas.
In closing I can understand that your property is technically private, and if some guests that visit the property that aren’t registered guests nor guests that have paid the Bellagio for wedding services don’t have the same privileges that those guests might have otherwise sets a very dangerous precedence. Not only think about the unfavorable public relations, moreover this could and might even legally in some circumstances be considered discrimination. Please pass this letter along to the proper department heads that need to be made aware of what is going on at your property; this could turn out to be a much more severe situation if this happens to another couple who may take it far more seriously.
RESPONSE: MGM MIRAGE Public Relations Manager
Hello Henri,
Thank you for your note below. Can you please share with me what day and time this occurred? I will be happy to discuss with security so that I can fully understand all the issues at hand.
As a PR department, when asked to provide approval to do what you are discussing below, we have to say we can not officially grant permission. Mainly, as our job is to work with media specifically and you are a private contractor, your request would have to be granted by the property specifically. I do understand that your clients want very much to have their images taken at Bellagio. And, we readily acknowledge that guests take images throughout our property all the time, and it is allowed. So we explain, when asked by private photographers, that as long as they never interfere with any guest’s experience, they should be fine to take pictures. But also, please understand that the company’s first priority is the safety and experience of all our guests. If what you were doing caused a safety hazard in anyway or diminished the guest experience of others, by forcing them out of the way etc., then security was simply doing their job asking you to stop.
If you would be so kind as to give me the date and time, I will discuss with the head of security though, as no matter what the specific issues at hand, rudeness is never called for and he will want very much to address this with the employees concerned.
Response: Henri
Thank you very much for your prompt reply, I greatly appreciate it.
Unfortunately with the initial shock by me and my clients and with the respect we abided by the request of the security guards to vacate, we neglected to get the names of the officers. The bride and groom had their reception to what would have been our Bellagio shoot to follow at The Four Seasons Hotel, my clients being upset just wanted to get over there.
I can tell you exactly the time and date: Saturday July 14, 2007 approximate time 3:10pm at the main entrance main valet.
The first guard was maybe in his early twenties in a red coat, the second in a black coat and older, maybe early 50’s. My party which consisted of me, my assistant, the bride and groom and 3 of their guests, 7 people total, we were absolutely not in any way obstructing, hindering and certainly not in any harms way to ourselves or to any other guests on the property. We were pretty much just minding our own business in a relatively small space located by one of the planters in the front of the property.
I truly appreciate your efforts to rectify this unfortunate event and I feel from your response from this letter that any clients which I photograph in the future at The Bellagio that it will be a much more desirable and pleasant experience as it has always been for the past 9 years.
Please feel free to contact me anytime if any other information may be needed, I greatly appreciate your time and help with this matter.
Response Vice President and General Counsel Bellagio
Dear Henri:
I am writing in response to your letter dated July 31, 2007. I am sorry to hear that you felt that you and your clients were treated rudely by security personnel at the Bellagio. I will forward your letter to the director of security for review.
As you correctly pointed out in your letter, the Bellagio hotel and casino (including the sidewalk in front of the Bellagio fountains) is private property. Bellagio has spent and continues to spend and extraordinary amount of time, effort, and money to create an enjoyable atmosphere and environment for its guests. To maintain this environment, Bellagio cannot allow third parties to enter onto Bellagio's property and provide commercial services to Bellagio's guests without Bellagio's knowledge and consent. There are some businesses in the wedding industry, in particular, that falsely represent to clients that they are affiliated with or approved by the Bellagio, that charge clients to use the Bellagio's property, and that provide poor quality service. In addition to deceiving the clients, this reflects poorly on Bellagio's goodwill and reputation. Accordingly, Bellagio simply cannot allow such commercial activity on its property.
Moreover, allowing photographers to freely conduct photo shoots on Bellagio's property creates other issues. It may interfere with the utilization and enjoyment of the property by other guests. It may interfere with the flow of traffic through the property to the extent that areas are cordoned off or occupied for photo shoots. There presence of certain equipment may create a tripping hazard for the guests.
Finally, if guests of the Bellagio wish to have photographs taken by a professional photographer at the Bellagio, the Bellagio provides that service to guests. We appreciate the concerns that you expressed in your letter and thank you for taking the time to write. In the future, however, we ask that you will not use the Bellagio for your commercial photography business.
RESPONSE: Henri
August 9, 2007
Thank you for your August 7, 2007 reply. I respectfully ask that you reconsider. It is my client’s choice to contract me and my company solely for their photographic services; perhaps the Bellagio photo department does not meet their needs and expectations. Moreover, I do not nor have I ever endorsed and implied verbally and contractually to my clients that I am in any way affiliated with the Bellagio. It is solely by my client’s choice and their decision by them that they choose the Bellagio for their location with absolutely no influence by me and my company.
If my client desires a specific location for their photo-session, it is in my best interest to them to grant their request. I’ve built a successful business providing exceptional quality of work but more importantly exceeding my client’s expectations with the highest quality of service. If I can’t grant them their request for the location of their choice, I have then diminished my ability to give them the service they so rightfully deserve, If I explain to my clients why we cannot photograph at the Bellagio due to your policies, consequently the lack of goodwill and negative public relations is brought onto itself by the Bellagio.
I honestly feel with a strong conviction and I’m sure you will agree with me, that all guests that visit the Bellagio, whether a registered guest or not, when they encounter a photographer with a bride, groom and a small wedding party, they do not feel in any way a loss of enjoyment to their experience, that’s absurd if you really think about it.
With each and every photo-shoot I’ve had at the Bellagio, I’ve always respected and maintained the highest level of professionalism and responsibility, including all guidelines in respect to flows of traffic, positioning of my clients with no need to cordoned off any areas to displace any guests and keeping my photo equipment in a safe unobstructed location. Almost 9 years of shooting at the Bellagio and I’ve never caused any disruption had a complaint or created any negative situation.
In closing, I’d like to once again appeal to you to make a very important exception and necessary changes to your policies to permit me to photograph at the Bellagio. My clients reserve me worldwide based on my reputation and it is solely their choice where they prefer to be photographed.
It is paramount to understand that this is not for my benefit or for my business; it is for my clients who love the Bellagio. The Bellagio is one of Las Vegas’ most beautiful properties that millions come to visit, enjoy and photograph.
HENRI Complaint letter
To Whom It May Concern:
My name is Henri ; I’ve owned and operated a very successful photography business here in Las Vegas for the past 15 years.
Almost 9 of those years I’ve photographed my clients on the Bellagio property, some clients had their wedding services provided by the Bellagio many others have not. I’ve also been referred by the Bellagio staff to clients as well.
About 2 weeks ago I encountered a very strange experience on the property. About 2 minutes into my photo-shoot with a Bride and Groom and 4 of their family members a security guard had approached me and asked me in a very rude manor “what are you doing”, it would have seemed obvious and pretty clear what I was doing, a photographer, a bide and groom and a few of their well dressed guests. After this security guard had had rudely interrupted and embarrassed not only me but more importantly my clients, he had got on his radio and within a minute another security guard had approached us and again in a very rude and unprofessional manor told us :” pack it up and leave the property immediately”.
First of all, I’m a professional and run a reputable business, this was not only un-professional and rude, but can you truly imagine how my clients must have felt, especially the bride! This is a once in a lifetime event, the most important day of most people’s lives, the bride was almost in tears, she had told me that she loves the Bellagio, the groom had mentioned to the 2nd security guard that he and his friends had spent over $3000.00 in the casino the night before and the couple had stayed at the property 6 months prior to their wedding date while planning their nuptials excited about getting to capture their special day at their favorite hotel in Las Vegas.
In closing I can understand that your property is technically private, and if some guests that visit the property that aren’t registered guests nor guests that have paid the Bellagio for wedding services don’t have the same privileges that those guests might have otherwise sets a very dangerous precedence. Not only think about the unfavorable public relations, moreover this could and might even legally in some circumstances be considered discrimination. Please pass this letter along to the proper department heads that need to be made aware of what is going on at your property; this could turn out to be a much more severe situation if this happens to another couple who may take it far more seriously.
RESPONSE: MGM MIRAGE Public Relations Manager
Hello Henri,
Thank you for your note below. Can you please share with me what day and time this occurred? I will be happy to discuss with security so that I can fully understand all the issues at hand.
As a PR department, when asked to provide approval to do what you are discussing below, we have to say we can not officially grant permission. Mainly, as our job is to work with media specifically and you are a private contractor, your request would have to be granted by the property specifically. I do understand that your clients want very much to have their images taken at Bellagio. And, we readily acknowledge that guests take images throughout our property all the time, and it is allowed. So we explain, when asked by private photographers, that as long as they never interfere with any guest’s experience, they should be fine to take pictures. But also, please understand that the company’s first priority is the safety and experience of all our guests. If what you were doing caused a safety hazard in anyway or diminished the guest experience of others, by forcing them out of the way etc., then security was simply doing their job asking you to stop.
If you would be so kind as to give me the date and time, I will discuss with the head of security though, as no matter what the specific issues at hand, rudeness is never called for and he will want very much to address this with the employees concerned.
Response: Henri
Thank you very much for your prompt reply, I greatly appreciate it.
Unfortunately with the initial shock by me and my clients and with the respect we abided by the request of the security guards to vacate, we neglected to get the names of the officers. The bride and groom had their reception to what would have been our Bellagio shoot to follow at The Four Seasons Hotel, my clients being upset just wanted to get over there.
I can tell you exactly the time and date: Saturday July 14, 2007 approximate time 3:10pm at the main entrance main valet.
The first guard was maybe in his early twenties in a red coat, the second in a black coat and older, maybe early 50’s. My party which consisted of me, my assistant, the bride and groom and 3 of their guests, 7 people total, we were absolutely not in any way obstructing, hindering and certainly not in any harms way to ourselves or to any other guests on the property. We were pretty much just minding our own business in a relatively small space located by one of the planters in the front of the property.
I truly appreciate your efforts to rectify this unfortunate event and I feel from your response from this letter that any clients which I photograph in the future at The Bellagio that it will be a much more desirable and pleasant experience as it has always been for the past 9 years.
Please feel free to contact me anytime if any other information may be needed, I greatly appreciate your time and help with this matter.
Response Vice President and General Counsel Bellagio
Dear Henri:
I am writing in response to your letter dated July 31, 2007. I am sorry to hear that you felt that you and your clients were treated rudely by security personnel at the Bellagio. I will forward your letter to the director of security for review.
As you correctly pointed out in your letter, the Bellagio hotel and casino (including the sidewalk in front of the Bellagio fountains) is private property. Bellagio has spent and continues to spend and extraordinary amount of time, effort, and money to create an enjoyable atmosphere and environment for its guests. To maintain this environment, Bellagio cannot allow third parties to enter onto Bellagio's property and provide commercial services to Bellagio's guests without Bellagio's knowledge and consent. There are some businesses in the wedding industry, in particular, that falsely represent to clients that they are affiliated with or approved by the Bellagio, that charge clients to use the Bellagio's property, and that provide poor quality service. In addition to deceiving the clients, this reflects poorly on Bellagio's goodwill and reputation. Accordingly, Bellagio simply cannot allow such commercial activity on its property.
Moreover, allowing photographers to freely conduct photo shoots on Bellagio's property creates other issues. It may interfere with the utilization and enjoyment of the property by other guests. It may interfere with the flow of traffic through the property to the extent that areas are cordoned off or occupied for photo shoots. There presence of certain equipment may create a tripping hazard for the guests.
Finally, if guests of the Bellagio wish to have photographs taken by a professional photographer at the Bellagio, the Bellagio provides that service to guests. We appreciate the concerns that you expressed in your letter and thank you for taking the time to write. In the future, however, we ask that you will not use the Bellagio for your commercial photography business.
RESPONSE: Henri
August 9, 2007
Thank you for your August 7, 2007 reply. I respectfully ask that you reconsider. It is my client’s choice to contract me and my company solely for their photographic services; perhaps the Bellagio photo department does not meet their needs and expectations. Moreover, I do not nor have I ever endorsed and implied verbally and contractually to my clients that I am in any way affiliated with the Bellagio. It is solely by my client’s choice and their decision by them that they choose the Bellagio for their location with absolutely no influence by me and my company.
If my client desires a specific location for their photo-session, it is in my best interest to them to grant their request. I’ve built a successful business providing exceptional quality of work but more importantly exceeding my client’s expectations with the highest quality of service. If I can’t grant them their request for the location of their choice, I have then diminished my ability to give them the service they so rightfully deserve, If I explain to my clients why we cannot photograph at the Bellagio due to your policies, consequently the lack of goodwill and negative public relations is brought onto itself by the Bellagio.
I honestly feel with a strong conviction and I’m sure you will agree with me, that all guests that visit the Bellagio, whether a registered guest or not, when they encounter a photographer with a bride, groom and a small wedding party, they do not feel in any way a loss of enjoyment to their experience, that’s absurd if you really think about it.
With each and every photo-shoot I’ve had at the Bellagio, I’ve always respected and maintained the highest level of professionalism and responsibility, including all guidelines in respect to flows of traffic, positioning of my clients with no need to cordoned off any areas to displace any guests and keeping my photo equipment in a safe unobstructed location. Almost 9 years of shooting at the Bellagio and I’ve never caused any disruption had a complaint or created any negative situation.
In closing, I’d like to once again appeal to you to make a very important exception and necessary changes to your policies to permit me to photograph at the Bellagio. My clients reserve me worldwide based on my reputation and it is solely their choice where they prefer to be photographed.
It is paramount to understand that this is not for my benefit or for my business; it is for my clients who love the Bellagio. The Bellagio is one of Las Vegas’ most beautiful properties that millions come to visit, enjoy and photograph.