| rev:text
| - I surprised my husband with a suite at the Wynn for his birthday a few years ago. While the rooms and hotel are stunningly beautiful, the service and quality of the suite left much to be desired.
From our first trip -simple examples:
Check-in/cafe. For the suites, there is a separate reception area that is on the other side of the casino. We arrived a little after 1pm, and our room was not ready. So, we went and had lunch at their cafe. Slow, slow, slow service. 15 minutes to order. Another 20 before we got our food. And forget about actually getting the bill. We approximated our total and left money on the table. At 2pm our room still wasn't ready. We usually don't get suites - so I was pissed that I was paying 3 or 4 times the regular room rate and we don't have a room at our second time in line. So, we gamble for about 45 minutes and then try again. Hallelujah - a room is ready, but not OUR room. Another room, on a lower floor. Our room was supposed to be on 50 (so they kept telling us). We ended up on 36.
Two - turn down service offers the usual turn down of the bed, the chocolates on the pillow, dimmed lights, and the radio turned to a classical station. Extra nice touch was having complimentary slippers placed next to the bed. The bad part was turning off the radio and still hearing music. WHAT?!? It was coming through the thin walls of the suite next to us.
Three - 3:30am, someone is drilling - sounds like it's coming from above our bathroom. Called the front desk. The 20 year old eye-candy girls they hired there, had no idea what to do. Thanks for offering us the free buffet, but we'd like the drilling to actually stop so we can get some sleep. My husband changed and went out into the hall and luckily found a security guard making the rounds. He brought the guard back to our room to hear the screeching drilling, who immediately called maintenance. Turns out they were repairing an elevator nearby. The drilling stopped immediately. The next morning, the pretty girls at reception couldn't/wouldn't do anything to compensate our much disturbed night. We went out to a casino host before checkout and retold our story to him. This is how we ended up with our wonderful slot host, Alan. He took care of one night for us, and comped us on show tickets for our next visit.
Four - the buffet. The food is delicious, but you want a refill on your soda? Someone to clear your table of the dirty dishes? Good luck finding anyone. It's not that the people who work there are lazy. I'm not saying that at all. They just don't have enough staff there. This was the first time that I saw guests at other tables pick up their own dirty dishes and place them onto another table that was already piled with dishes that hadn't been picked up yet.
Like I said, the hotel is beautiful. The flowered walkways, the waterfall, the restaurants, the overall magnificence of the building itself. It's amazing. They just need to take some customer service classes and hire some people at reception who know how to take care of their clients, not just look pretty. And yes, I admit, we've been back twice. Service was still lacking, but we expected it. We got outrageously generous offers that couldn't be turned down.
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