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| - I would so much have loved to have given Wynn a higher rating, but in all honesty I can't. I'm really not a prima donna when it comes to hotels, and Wynn is certainly beautiful, with excellent restaurants, a terrific spa, and lovely guest accomodations. Most of our experience with the facility and staff were very positive. However, as others have suggested here, Wynn struggles with customer service--which is surprising for a high-end Vegas hotel in a competitive environment.
Here's what happened, as I recounted to Wynn's guest relations in an email immediately following our return from staying there:
"One thing marred an otherwise excellent weekend, and sort of
soured my Wynn Las Vegas experience overall. While most of
your staff were friendly and courteous, we encountered a
security guard at the entrace to the pool outside the
Terrace Pointe Cafe who was remarkably rude and unpleasant.
We were exploring the property on Saturday mid-afternoon,
and took the elevator marked simply "Pool and Spa" (I'd
taken the same elevator up to the Spa earlier that day) to
the pool. The guard in the tent near the entrance asked to
see our room keys, which we showed him. He informed us that
our Red Cards (which are also room keys) were not room keys,
and suggested that we were improperly "trying to get in
here" and should leave. We told him that our cards were in
fact room keys, that we'd been using them to open our room
since Friday, but he kept saying, in louder tones, that they
ere not room keys. Seeing no point in further discussion, we went
back inside.
"We later learned, at the registration desk, that that pool
area is reserved for the Tower Suites. That's fine, and I
have no problem with reserved areas, but nothing indicated
hat was the case, and the security guard obviously had no
idea what a Resort Room key looked like (nor did he bother
to explain, if he knew, what the situation was--had he done
so, in even a professional if not courteous way, we would
have understood completely). Instead, we were made to feel
like trespassers or party crashers, and that's not a
pleasant way for a guest to be made to feel in a high-end
property such as Wynn. Needless to say, I was very surprised
by the event, and it sort of clouded the rest of the
afternoon. I was also surprised that the staff person I
spoke to about the incident at the front desk was, while
polite, not especially distressed by our experience. "Well, some
of our security guards can be a little gruff," I was told.
Certainly "gruffness" is good when the bad
guys come around; not so much when directed at guests."
What's disturbing to me mostly is that we never received any response to this email. I'm seriously not shopping for comps, but I would have expected some sort of acknowledgment from Wynn management that something inappropriate happened, that a guest's experience was clouded by a staff person's poor behavior, but...nothing. Silence.
That customer service failure takes Wynn right off my list. There are many fine places to stay in Vegas that offer a reasonable level of responsiveness and customer service. I would encourage others to find them, as I will.
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