Dear Wynn and Encore Management,I am writing to express my extreme disappointment and frustration regarding an incident that occurred during our recent stay at your hotel. As loyal guests who visit 3-4 times annually and spend thousands of dollars each time, the treatment we received...
Read MoreDear Wynn and Encore Management,I am writing to express my extreme disappointment and frustration regarding an incident that occurred during our recent stay at your hotel. As loyal guests who visit 3-4 times annually and spend thousands of dollars each time, the treatment we received is absolutely unacceptable and has severely damaged our perception of your establishment. Last night, we experienced a series of events that were not only inconvenient but also deeply humiliating. The front desk manager, Justine, displayed an appalling attitude that has left us questioning our future patronage of your hotel. The incident began when I was inexplicably locked out of our room (2346 in the Encore tower) while greeting a friend. I was left stranded without my cell phone or purse, which were inside the room. Upon using the elevator phone to contact the front desk, I was informed that our room cards had been deactivated due to an issue with the card on file. This information was later proven to be entirely false. What followed was a degrading and unnecessary ordeal. I was told I needed to be escorted by security to the front desk, as if I were a criminal, to provide a working credit card. This demand was made despite the fact that my purse, containing all my cards, was locked in the room I couldn’t access. After spending an hour searching for my husband, who was playing blackjack, we finally made our way to the front desk. To our shock and frustration, we discovered that the supposedly “non-processing” card worked perfectly fine, and we even had two cards on file. This revelation exposed the gross incompetence and miscommunication within your staff. This incident has completely ruined our stay and left us feeling disrespected and undervalued as long-time, high-spending customers. The lack of professionalism, empathy, and basic customer service skills displayed by your front desk manager is alarming and unacceptable for a hotel of your caliber. We demand that this issue be addressed immediately. Your management team needs to seriously reevaluate your customer service protocols and the training provided to your staff, particularly those in leadership positions like Justine. As we prepare to check out in an hour, we are left with a bitter taste and a reluctance to return to your hotel. Unless this situation is rectified and we receive a satisfactory response, we will be forced to reconsider our loyalty to your establishment and explore other options for our future stays in Las Vegas. We expect a prompt and thorough investigation into this matter, along with appropriate actions taken to prevent such incidents from occurring to other guests in the future.Room 2346, Encore Tower
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