. "2"^^ . "2012-05-24T00:00:00"^^ . . "I would so much have loved to have given Wynn a higher rating, but in all honesty I can't. I'm really not a prima donna when it comes to hotels, and Wynn is certainly beautiful, with excellent restaurants, a terrific spa, and lovely guest accomodations. Most of our experience with the facility and staff were very positive. However, as others have suggested here, Wynn struggles with customer service--which is surprising for a high-end Vegas hotel in a competitive environment.\n\nHere's what happened, as I recounted to Wynn's guest relations in an email immediately following our return from staying there:\n\n\"One thing marred an otherwise excellent weekend, and sort of\nsoured my Wynn Las Vegas experience overall. While most of\nyour staff were friendly and courteous, we encountered a\nsecurity guard at the entrace to the pool outside the\nTerrace Pointe Cafe who was remarkably rude and unpleasant.\nWe were exploring the property on Saturday mid-afternoon,\nand took the elevator marked simply \"Pool and Spa\" (I'd\ntaken the same elevator up to the Spa earlier that day) to\nthe pool. The guard in the tent near the entrance asked to\nsee our room keys, which we showed him. He informed us that\nour Red Cards (which are also room keys) were not room keys,\nand suggested that we were improperly \"trying to get in\nhere\" and should leave. We told him that our cards were in\nfact room keys, that we'd been using them to open our room\nsince Friday, but he kept saying, in louder tones, that they\nere not room keys. Seeing no point in further discussion, we went\nback inside.\n\n\"We later learned, at the registration desk, that that pool\narea is reserved for the Tower Suites. That's fine, and I\nhave no problem with reserved areas, but nothing indicated\nhat was the case, and the security guard obviously had no\nidea what a Resort Room key looked like (nor did he bother\nto explain, if he knew, what the situation was--had he done\nso, in even a professional if not courteous way, we would\nhave understood completely). Instead, we were made to feel\nlike trespassers or party crashers, and that's not a\npleasant way for a guest to be made to feel in a high-end\nproperty such as Wynn. Needless to say, I was very surprised\nby the event, and it sort of clouded the rest of the\nafternoon. I was also surprised that the staff person I\nspoke to about the incident at the front desk was, while\npolite, not especially distressed by our experience. \"Well, some\nof our security guards can be a little gruff,\" I was told.\nCertainly \"gruffness\" is good when the bad\nguys come around; not so much when directed at guests.\"\n\nWhat's disturbing to me mostly is that we never received any response to this email. I'm seriously not shopping for comps, but I would have expected some sort of acknowledgment from Wynn management that something inappropriate happened, that a guest's experience was clouded by a staff person's poor behavior, but...nothing. Silence.\n\nThat customer service failure takes Wynn right off my list. There are many fine places to stay in Vegas that offer a reasonable level of responsiveness and customer service. I would encourage others to find them, as I will."^^ . . "2"^^ . "5"^^ . "0"^^ .