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| - FIrst time staying at the Encore. Booked 4 months in advance for a bachelor party through www.vegas-rates.com for lower hotel rates ($365/night for 2 queen panoramic view suite). Upon arrival at 8pm, my reservation was NO WHERE TO BE FOUND! Apparently, multiple reservations under the same name is highly confusing to them. What is the point of asking for my ID, address, phone number, credit card info, etc. if they could not figure out which reservation belonged to me. After 30 minutes, they were still confused and unable to find my reservation. My initial feeling was that I was scammed through this third party website! The best Encore could do was charge me for a walk-in rate of $475 for a king suite and roll-out bed for the night, since queen suites were all given away, forward my info to their wholesale department to sort out, and contact me in the morning in hopes of refunding my money once my reservation was verified.
Of course, I sent an email to www.vegas-rates.com right away and received a response from them within the hour! Quite a relief. They wanted to verify Encore's statement that I was able to check into my room at no additional charge. How can Encore say that when they just charged me $475 for the night?! I responded that that was incorrect and the third party emailed me again in a timely manner with an attachment of my reservation to show the front desk. I showed this reservation to the front desk the following morning and the front desk was completely unable to help me. They stated that only their whole sale department could help at this point, so I had the third party gladly forward my reservation directly to their wholesale department. Not long after, the third party contacted me with good news stating that they squared away the details with Encore and that I should be receiving a call from Encore shortly and that I should not be charged and will be moved to the correct room type. I did not receive a phone call from Encore whole sale and I could not wait all morning so I had to re-explain my situation to the front desk again who claimed someone was still sorting out the situation in the back and to come back in 15 minutes. Came back in 15 minutes to re-explain my situation to another person. It took another 10 minutes or so of going back and forth to finally get my refund of $475, but they stuck me the same king suite. The lady printed out the receipt to show me the refunded transaction but was reluctant to give me the receipt for whatever reason. She held it for me to verify behind the counter. I didn't think much to ask to keep the receipt. I was just relieved that it was finally resolved and that I could continue my plans for the rest of the bachelor party. This whole ordeal took a good 3.5hrs of my time to resolve from about 8am-11:30am the next morning. Luckily, everyone was still asleep by the time I finished!
Post vegas trip, I checked my credit card statement and was only refunded $399.43 instead of the full $475 as promised. Where's the remaining $76 dollars? I called the Wynn today to explain my situation once more and, again, they could not find my reservation (too many people with my same name)! Was transferred to the accounting department and had to re-explain the situation again. Was put on hold for a long time. The lady finally found the $475 transaction and $399 refund but needed to confirm the refunded amount with her people. I'm currently waiting for them to contact me via email or phone but I'm not confident that this issue will be resolved.
Side note: Horrible phone service! I have an Iphone 4S with tmobile and could not get any reception or data. Was very inconvenient to take the elevator 30 floors down to the lobby each time I needed to send out a text, expect a text, or make plans online. Ordered an expensive medium pizza through room service and it was small and thinner than cardboard. No food court here since it's a "high-end" hotel and too expensive to eat so we starved most of the time. The room was nice though!
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