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| - Sorry to be the spoiler in a long list of happy 4 or 5 star reviews, but I seriously cannot give Wynn any more than 3 stars considering my vist there. While the hotel and the rooms are luxurious, customer service isn't as great and things just aren't at the level you would expect a Steve Wynn hotel to be at.
Check-in, where the hotel should be trying to make its best impression, was miserable here. The reception area looks pretty, but the individual lines are confusing. What was the worse thing about check-in was the hopeless customer service. We had arrived early by about an hour and were told that in order to get two rooms together, we would have to wait until 3 pm. Fine with us...I just wish that they could have directed us to someone who could hold our luggage while we waited out that one hour. There are no seats anywhere near reception, unless you count that little bar out in the veranda overlooking the waterfall and "lake." Even then you had to have a one drink minimum to sit out there.
We check back at 3 pm, only to be told that only one room was ready. The other room didn't become available until 5:30 pm - way later than what was initially promised to us. That room had wet carpets from a recent cleaning. We complained and they moved us to a different room on another floor, which had a TV that didn't work, a restroom light that was burned out, and missing glasses. So after a full afternoon of stress, we ended up on different floors anyway.
Now, if maybe this was a Best Western or a Motel 8, we wouldn't have cared so much. But this is the freaking Wynn, supposedly the most luxurious hotel on the Strip. We expect that a stay at the Wynn will be free of problems and things like a broken TV (an engineer had to come up to fix it)! A complaint about our check-in experience to the assistant manager on duty didn't bring about much, other than some excuse about how the front desk doesn't get much communication with the cleaning staff. They did offer some chocolates as an apology, which I thought was just about the lamest apology from a hotel ever. You comp people left and right and all you could offer to a really disappointed guest was chocolates??? Umm...thanks....guess who won't be back to stay at the Wynn ever again?
They do get stars for having a lovely swimming pool, as well as a luxurious room with the most comfortable pillows I've ever used. I'd be back to eat at their amazing buffet, but I doubt that anyone from my family would go back and risk repeating the check-in experience again.
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