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| - An otherwise fantastic hotel stay blemished by a few issues - some service-related, but most technology-oriented:
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PROS:
+ The Wynn really shines from an aesthetic point-of-view (see photos!). It's classy without feeling forced, elegant yet lively, and inviting in many different ways. With its lush red carpeting and abundance of natural lighting, the resort feels like a getaway from the craziness of the Las Vegas Strip. The level of detail and refinement is evident everywhere you look - from the personalized room keys to the check-in kiosks that are blocked off from non-hotel guests via velvet rope, etc. It looks & feels like a million bucks!
+ This sense of pampered luxury continues in the hotel room, which was impeccably detailed and thoughtfully designed. Like many others, I was very impressed by the bedside console that allows guests to control many of the room's functions (thermostat, windows/drapes, privacy settings) at the touch of a button. It's a convenience that I found myself missing as soon as we arrived back home!
+ The level of cleanliness in the room is fantastic - even immaculate. I was very impressed with the housekeeping staff's attention-to-detail, and the way in which the room hardly showed even a sign of its 11 years of age.
The bathroom was perhaps the most impressive element of our room; spacious, beautifully designed, and stocked with an amazing assortment of Molton Brown bath products.
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CONS:
- Towards the end of the check-in process, we requested for some extra toiletries (toothbrush, extra shampoo) to be brought up to our room.
These items were never delivered over the course of our first night. In fact, we made sure to follow up on the status of these requests with the bellman who delivered our luggage up to our room; even then, we never received these items until calling down the following morning and requesting from housekeeping over-the-phone.
Of course, one minor complaint isn't enough to undermine an entire weekend - but soon after, we found ourselves dealing with one issue after another with regards to the amenities in our room:
- The TV and phone interfaces in our room left plenty to be desired; both broke down on multiple occasions. I tried to troubleshoot the TV problems on my own by following the on-screen electronic prompts; at one point, the image on the TV said to press the "OR" button on the remote - of which there was no corresponding button! Things only proceeded from bad to worse with this TV, as the default "Welcome" screen became replaced with a generic reset page soon after.
- This same trend was echoed with the telephone system in our room. I called down to the front desk to make dinner reservations, only to have my call placed on hold and dropped about thirty seconds later. On another occasion, I tried phoning down to the front desk to make a request, only to have my call ring to the restroom phone in our room!
Between the TV and the phones, we had engineers sent to our room on three separate occasions. Our phone line was given a hard reset, and the TV was initially reset (which did nothing) before being reprogrammed altogether. At times, it proved difficult to relax and unwind in our room when every gadget & amenity inside it seemed to be coming apart...
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So you're probably wondering - after all these problems, how did the Wynn still manage to pull off a four-star rating?
+ Simply put, it was the staff's level of accountability and professionalism that stood out most to me. THAT was what truly distinguished the whole "Wynn Experience" in my book.
After it became clear to us that the technological issues we were experiencing were a repeated pattern and not just isolated incidents, I finally decided to voice my concerns with management. Because the issues that we encountered took place at different times over the course of our stay, I spoke to management on two different occasions.
I spoke with Lindsay and Molly, both of whom identified themselves as Front Desk managers. Hats off to both of these staff members; they knew precisely how to identify the problems we were dealing with, and the compensation that they offered was both generous and thoughtful. More importantly, Lindsay and Molly went much further than simply adjusting the balance on our bill; rather, they went through the time to explain some of the issues at hand, noting that the hotel was encountering a property-wide cable upgrade, and service interruptions had been popping up as a result.
Their commitment to keeping us happy did not go unnoticed! Lindsay & Molly exemplified the meaning of what true hospitality is all about.
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While I certainly hope that we won't experience the same technical difficulties in the future, I've also got to admit - our stay at the Wynn was nonetheless one for the books. Fancy aesthetics take a backseat to exemplary service every time. Looking forward to a more complete stay soon!
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