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| - Could not be more disappointed with this place. Don't get me wrong, the rooms are really nice, they have high quality stuff in the rooms, and the casino is great, but the hotel side service is sorely lacking.
We arrived on Friday around 4 pm and the check in scene is utter chaos. No lines, no organization, nothing. No one knows who is supposed to be where and no one is providing guidance. We finally reach the front and the first first words out of the woman's mouth are "I need ids from all people staying in the rooms and the credit card you booked the room with." Ok. No welcome to Encore, have you been here before, etc. That is the first greeting we get. I hand the stuff over--although I've never stayed anywhere that asked for ID from all people in the room (we later realized it was so they could create a frequent game account for everyone) but whatever. Check in takes forever while she scours the list for rooms and she seems irritated when we ask that our room be away from the nightclubs to avoid late night noise. I note that, throughout our stay the check in process always appeared chaotic and disorganized so it doesn't seem to have been a one off problem.
Once in the room, the room is, as I said, very nice, although calling the king suites a suite is questionable - its basically a hotel room with a divider. Its a nice room to be sure though. The bathroom is especially nice. But, the poor service continued as on not one day did housekeeping replace the shampoo, soap etc from the first night. I had to call each time and while they sent one up I got neither an apology nor was anyone surprised this happened. My guess is its the policy at this place to give you one set of stuff and make you call if you want more. Talk about cheap. Not what I expect from what's supposed to be a 5 star experience. Also, we need to talk about the mini bar. I like beer--especially premium beer. Someone needs to tell the Encore folks that Corona is NOT premium beer. Extreme FAIL there.
Fast forward to the end of our stay and I go to check out on the tv and lo and behold there is a stray charge from a bar we did not go to. So I call the front desk and am required to come down and fill out a "dispute form." This is really unprecedented. I've had incorrect charges before, including in Vegas and have never had to come fill out a form. All for $14. Most properties take it off automatically and apologize. But the Encore requires you to fill out a form for this simple task--which the front desk person was easily able to deal with by printing out the receipts to attach to the form, receipts that clearly were not signed by me. Also, neither the woman I spoke to on the phone nor the front desk person ever apologized for the error and inconvenience.
I like 5 star properties, and I realize the there is a difference between "Vegas 5 star" and true 5 star resorts, because there is always corner cutting and a certain amount of annoyance you deal with at any Vegas property. I don't expect Ritz Carlton/Four Seasons level service at a Vegas casino property. But I don't expect this either. I've stayed at a number of Vegas properties and have never experienced poor service like this, even when forced to stay at some of the brutal downtown places for business conferences. Its too bad, because we really liked the casino and the room, but with hotel service like this, I just can't see staying here again with so many other options on the strip.
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