| rev:text
| - First let me disclose that I have stayed at Encore 10 or 15 times over the past few years, and have Exclusively stayed here despite interests in the Mandarin Oriental or Cosmo.
I stay here for a few reasons: 1) the level of customer service I expect. 2) the clean rooms 3) the quality of food and gaming experience.
This trip they have horribly let me down on all 3, and so for this I see a downward trend in there services that you should BE AWARE OF.
MIND you, I've had my hiccups here before, but they never killed all 3.
When we arrived, my room wreaked of Marijuana. I called the front desk and told them of the issue. They stated they could get me in a different room, but loosing my view to the other side of the hotel.
-I asked if I could upgrade to a better room or go to the tower suites, which I had yet to stay in.
With an attitude she said "you already got a free upgrade so we can't give you anything". I quickly replied "who said I wanted something for free?" I simply wanted a better room which I could and would've paid for.
-note we did get a free upgrade through our BlackCard which is partly why we also like staying here, but it's more of a perk, we have other options too.
She said she'd send security up to investigate, but like I read in other reviews, THEY NEVER ARRIVED. Security was also supposed to escort us to our new room to make sure it was ok, but no security.
She also stated that the pot could be coming from anywhere and it was common. Apparently Encore is admitting guests who frequently smoke pot in their rooms now. If you are a Clean NON-Drug user such as myself, you may want to look at a different hotel.
Fast forward to tonight, a night we spent gaming and trying to "enjoy" our casino. First I'm 29yrs old, but admittedly prob look older, but not younger. EVERY time I switched to a new table I was carded and scrutinized to ensure I was over 21. It gets a little old when you literally move to a new table just 10 feet away. After being carded 8 times at 8 tables within a 25ft radius, we decided to stop gaming and head over to WYNN for food.
While waiting for our food we decided to play $20 on 2 hands of blackjack and see how it goes. After giving the dealer my $20, both the id's because I knew the drill, and showing him my "red card/room key" the guy keeps staring at me and my ID. I was like seriously??? I said I'm 29, what's is the problem? He replies I know you're 29, I just need by pit boss. (meanwhile she was nowhere around so we were just supposed to sit there and wait) I said again for what, what is the hold up? With more rudeness and attitude he looks for her again.
I angrily said screw it, picked up my money and demanded my ID's back.
We then sat back at Allegro waiting for our food to finish, and I was looking over seeing him replicate with his hands what had just occurred with us, and was obviously talking sh*t about me. I rushed over and requested the pit boss speak to me. I asked "are the dealers capable of determining if a California ID is valid and Checking age?" She replied absolutely yes. I then explained what happened and layed into her pretty hard about the whole situation. Then the stupid dealer was looking over at us and smirking like he got me or something. I was infuriated, and I admit the pit boss was kind, apologized and said she'd consult her manager about it.
This is how they treat their guests that stay here and game here and eat here as much as I do. I've spent 10's of thousands of dollars here and that's how they treat me?
I was still steaming and went to my front desk at Encore on my way back to my room. I explained my frustrating with their gaming, and how unprofessionally I was treated. The front desk Employee with serious attitude told me: "that's an issue with gaming, we are the hotel only". I abruptly replied "so you're telling me, that if my stay here in your hotel is adversely affected by my harassment in your gaming, there's nobody on the hotel side that I can talk to, and if I decide to never stay in your hotel again because of these constant issues, there's no manager in your hotel side that would care?" She again with more attitude told me to talk to gaming, there's nothing she cares to do.
After yet another customer service F-off basically, I decided to call Encores phone number and request to speak to their customer relations dept. When the girl answered, she told me no. I replied: " so you have no customers relations team that handles customer satisfaction issues?" She literally laughed at me over the phone and told me it was 2:30 am and that dept is closed. IN A CITY THAT NEVER SLEEPS HUH? Wow. Encore, you have let me down on so many levels this week.
You have insulted me, you've allowed employees to harass me, and you've shown you do not care about your loyal customers. Well to this I tell you my loyalty is gone, and I'll be sure to spread the word.
|
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)