Encore Las Vegas — Hotel in Paradise

Unfortunately, our stay at Encore fell well short of our expectations. We had stayed at Encore in 2017 and really enjoyed it, so for our anniversary, we booked a four night stay, later deciding to cut it two nights to give another property a try. It turns out, we regretted leaving that other property.||When we first arrived via uber, we exited the vehicle with our luggage, basically looking around for bell services for assistance. I usually don’t use bell services, but in this case, I had enough luggage that I wanted the help. No one approach us. We made to the front door before someone even made eye contact with us, and then they corralled someone to take our bags. It didn’t seem very busy at the porte-cochère, so this was surprising. ||Once inside, we waited a medium sized line that moved quickly before we were speaking with an agent. All the front desk folks seemed a little overwhelmed, sweaty, and busy. Not that they weren’t friendly or rude, but just not overly friendly or welcoming. They seemed rushed. I had our travel agent (we booked with Amex) put on the reservation that it was our anniversary, but there was no acknowledgment of that at check-in. Though we were arriving after the standard check-in time, we were told our room was not available, and we could use the kiosks to get key after we were texted that the room was available. There was no real acknowledgement that the room should have been ready, but wasn’t. We wandered for half an hour and returned to the kiosk when prompted, but there was an error, and the kiosk directed us back to front desk. We waited again. This time the line was not moving well. This felt like the physical version of being put on hold, then transferred, then being put on hold again and being transferred back to where you started. When it was our turn, we were met with another sweaty overwhelmed agent. Certainly, no one was unpleasant, but it just seemed like staffing wasn’t sufficient to provide gracious hospitality. The air conditioning could definitely have been turned down a few notches to keep everyone a little more comfortable (guests and staff alike). ||When we did get to the room, there was a strong smell of cleaner, almost as if to try to mask the smell of cigarette smoke. It was kind-of similar to a taxi cab with an air-freshener masking smoke. At this point, because of the delay getting to the room, we were in bit of a rush to catch a dinner reservation, so we didn’t ask to switch rooms. This was also only a two night stay, so it didn’t make sense to ask for a switch the next day, but I did send Amex a message on their app about everything that had happened thus far. I was on vacation, and didn’t particularly want to be confrontational and focusing on the wrong things, so I was hoping Amex would deliver the message and perhaps something might happen to improve our experience. Later, I received a call from Ja’Lisa at the front desk offering her apologies and wishing us a happy anniversary. When we returned to the room after dinner, we were gifted some chocolate covered strawberries. It was a very nice gesture. The smell in the room did seem to dissipate, and if the above was the only unpleasantness we experienced, I probably wouldn’t be taking the time to write down my frustrations.||On our final day, my wife had a massage booked at the spa. While checking in, she was offered a tour. The spa attendant offered a drink (water) and some non-slip sandals, but then proceeded to start the tour with the sandals in hand. My wife then slipped on some water on the ground, falling hard to the ground. She suffered a golf ball sized contusion below the knee, and her drink was ejected from her hand . In addition to being in a great deal of pain, my wife was also mortified by the embarrassment of taking such a tumble. The sap apologized profusely to my wife, but I don’t feel they did anything to make it right. When you send your wife for a massage at a fancy spa at a 5 star luxury hotel, you expect her to come back, relaxed and happy. My wife came back bruised and embarrassed, so-much-so that after her treatment, she left immediately without using the spa’s other amenities, just wanting to get out of there. No action was offered to make things right. This is literally a place designed to reduce stress and deal with sore muscles, I am sure they could have done something to make sure the fall wasn't thing to leave a lasting memory. Neither my wife nor myself are they type to demand special treatment or comps, but it’s a shame the nothing was offered. This last incident just left the worst taste in my mouth. If someone had followed up with us about the incidents the previous day, I would have been able to share this with them, but there was no follow up.||To be fair, there were some positives. Our breakfast at the Terrace Pointe Café was terrific, probably the best service we had at Encore. The food was also great, albeit pricey. Our room, while smelly at first, was spacious and beautiful; it was one of the main reasons I booked this resort to start. We also enjoyed our time at the pool, though if the sun had been out I think lack of shade would have diminished the experience. ||Because of what we experienced, I would not book Wynn or Encore again. We came from another property with impeccable service, where every staff members was gracious and made us feel like valued individuals. With the exception of our server at the Terrace Point Café, at Encore we felt like just a number. I get that we’re not VIP’s or high rollers, but we generally just didn’t feel...

This was supposed to be a special birthday trip, split into two separate bookings at Wynn/Encore Las Vegas (Aug 21–23 and Aug 25–29, total around USD $2,900 before spending), with the Grand Canyon and Antelope Canyon in between. We chose Wynn because of our trust in Wynn Macau. Sadly, this first visit to the U.S. turned into a nightmare.||||On Aug 21, I sent a Ralph Lauren Purple Label jacket (USD $2,918) to Wynn’s laundry from my guest room. This was a brand-new piece purchased in May in Hong Kong, worn only a few times and in excellent condition. Beforehand, I specifically asked housekeeping if it could be safely cleaned. They reassured me that if the laundry department could not handle it, they would reject it. Based on this promise, I entrusted the jacket.||||The next day, the jacket was returned destroyed — permanently discolored, no longer wearable. I immediately reported it. I even provided pre-cleaning photos of me wearing the jacket to the hotel’s investigation team, showing clearly that it was in pristine condition before being handed over. Still, what followed was a series of responses that showed Wynn’s shocking lack of accountability:||||First email (Aug 23): Guest Claims apologized, credited my folio USD $408.95 (one night’s room charge + laundry), as if that would compensate for a USD $2,918 garment.||||Follow-up emails: When I insisted this was unacceptable, Wynn claimed there was “no evidence” the damage occurred in their possession.||||Their escalation: They even argued my jacket was “worth only USD $295,” sending me a picture of a completely different item they found online, dismissing my official receipt and photos.||||Communication attempts: They asked to move communication to phone calls; I insisted on meeting in person for transparency.||||In-person meeting (hotel lobby): Guest Claims Assistant Director (Brigitte Schrader-Frith) and a hotel manager(Winnie Hsu) inspected the jacket and its label, admitted they could not say who was responsible, repeated that their process was “STANDARD,” and claimed the jacket was “ALREADY IN THIS CONDITION” when received. When I asked for proof — photos taken when it was collected, or their internal cleaning records — they said these documents were “NOT SHARABLE.” The meeting ended with nothing but an empty “SORRY.”||||The entire process made us feel treated like liars or scammers, rather than valued guests. To suggest that a nearly-new Purple Label jacket with receipt and photos in hand was somehow a $295 piece, and to brush off our evidence as if it didn’t exist, was insulting and absurd.||||What hurt the most was not only the destruction of the jacket, but the arrogance with which Guest Claims handled the matter. Sitting across from us, they told us flatly “we did nothing wrong,” and then walked away as if relieved to leave us seething in frustration. To watch them brush us off, almost satisfied while we were left in disbelief and anger, was sickening.||||And I must ask: we are foreign guests — is this the way Wynn treats its own domestic guests as well? Is this what American service values stand for? Is this the Wynn Resorts standard of guest care? Now that Wynn has formally denied all responsibility, even my travel insurance will not cover the loss, leaving me with no recourse but to swallow this injustice.||||This was supposed to be a once-in-a-lifetime birthday trip. Instead, Wynn Las Vegas left us humiliated, insulted, and robbed — not only of a valuable jacket and a meaningful gift, but of a memory that can never be restored. For a brand that claims to represent luxury and excellence, what we experienced was cruelty disguised as professionalism.||||Postscript:||I will also be supplementing this review with supporting evidence, including the original receipt, pre-cleaning photos, and a comparison photo I took after returning to Hong Kong at a Ralph Lauren store with the same jacket model. I have also consulted both a professional dry cleaner and Ralph Lauren’s own staff. Their feedback was consistent: according to the care label, this jacket requires specialized dry-cleaning methods. While the exact error cannot be confirmed without full disclosure of Wynn’s cleaning process, the damage is highly consistent with the use of an incorrect solvent — dissolving the coating, causing discoloration, and then re-solidifying, which explains the...

TLDR; do not stay here if you identify as anything other than a conservative, white, cis, hetero, privileged person.

I had a disturbing experience at the Encore. I attended a work conference all day, went to dinner, returned, said goodnight to my coworkers, & stopped at the front desk for water before heading up to my room. Apparently, because I don't fit the stereotypical demographic of their guests, I was harrassed by security as I went to my room.

I scanned my key at the manned stand outside of the elevators & was given the go ahead to proceed. Myself and a woman got on & a security guard tailed behind. I already thought it was odd he was standing by the elevators without having pushed the up button & got on without selecting a floor. I assumed he must be heading to the same floor as me or the other woman.

The woman guest got off at a lower floor & the security guard, Cameron, continued up with me. I got off the elevator & walked to my door. I heard the guard speaking-what I thought was him talking in his ear piece-but then he stopped & questioned me which room I was. I told him, then entered my room. Once my door closed, I realized what just happened seemed off & I returned to the hall to ask why I was stopped.

Cameron proceeded to tell me that he was "given an order to follow & question me" based on my appearance as I "fit a description." Now, I am an overweight, fully color tattooed, disabled woman with short hair & was wearing a nice jumpsuit with matching jacket, sneakers, & a flat brimmed hat. I wanted to know why I was profiled & what "description" I fit as I have a very unique appearance.

I was told don't be "aggressive" even though I was just speaking up for myself; never raised my voice or acted out physically. As a woman who stood up for herself, that was apparently intimidating to Cameron - a tall, fit, young, white, male. He kept repeating that it was private property & they were allowed to do this, which is all well & good. The issue I took was that they did so without due cause. Cameron then called another guard named Kevin.

Kevin joined us in the hall & proceeded to say again I "fit a certain description" is why I was followed, stopped, & questioned. He said there was an "incident on the property previously" & I "fit a profile." He kept repeating that. However, when pressed for further information, he would not tell me what that profile was. I told him this was my first time even staying at this hotel & that I was here for work since Wednesday.

It should be noted that as I said goodnight to my coworkers after returning from dinner, we saw many individuals who were drunk & disorderly out on the casino floor. Yet, I was the one who was targeted - a sober, working professional going up to bed after a long day.

I went downstairs & spoke to the guard at the stand where I scanned my key initially; he said that he saw me badge in, had no concerns, & didn't know why they tailed me. Then, I went to complain to the front desk supervisor who told me that I was stopped because I "fit the profile of persons unwanted on the property." (??!!) No one would tell me what that meant, stating it was "confidential."

I stressed I was a guest, paying an exorbitant amount of money to stay here & without due cause-based solely on my appearance-I was followed & harrassed. I asked how they were going to make it right & the front desk manager, Justin, said all he would do is deduct one night's worth of resort fees ($55) from my stay & comp a late checkout. For all the upset & stress, that was it. He said I could file a complaint with corporate. No one exhibited a true sense of empathy or understanding, which goes a long way.

This was my tenth year here for work. I will never stay at a Wynn property after this experience. Honestly, I'm not coming back to Vegas again now. It has declined significantly in recent years and in general is not worth it.

(Note: I recorded the whole encounter for my safety, but I know this post will be removed if I attach the videos. If mgmt reaches out I will share...