Wynn Las Vegas — Hotel in Paradise

I was not happy with my stay at the Wynn. When I first arrived at the property, they wouldn't let me check in for the room because the other member of my party booked the hotel room. Even though she added my name to the reservation, they would not let me check in. Not a huge deal but it was annoying to have to wait hours for her before I was able to get into my room. Thankfully one of the bellmen held my bags until she arrived. The bellman was very nice to me but that's precisely where the positive customer service ended.

On the second night of my stay, I decided to head downstairs from my room and go to the cashier to have my $1,000 worth of 20 dollar bills exchanged for hundreds. I had gotten the 20's prior to my flight at an ATM which only dispensed 20's. I thought there would be no problem having the cage exchange the bills for my convenience. Boy, was I wrong. The cage flat out refused to exchange my bills and said it was due to the possibility that I could be laundering money. Lol. That's not even the definition of money laundering. If I were laundering money, what would the action of exchanging bills for a larger denomination accomplish? Do you really think the bank cares what denomination the bills are when you go to make a deposit?

So after the cashier refuses to do it and we have a small back and forth, she says I'm gonna call the manager from the back and have her explain it to you. So the manager comes out and says yeah I'm not gonna exchange the bills for you. I said well how is this a problem when I could've easily just gone and purchased 10, $100 chips and then brought them to you and you would've cashed me out in hundreds? She says, "Just because you told me that, if you do go get the chips, I'm gonna make sure you get cashed out in 20's. Shocked, I said really? You're not gonna do it? She says nope and then says wait right here and goes to dial somebody on the phone.

At this point I'm assuming she's calling security. But she walks back to me after the short phone call and says the casino manager is coming to talk to you. I was happy when she said that because I thought no casino manager worth their salt would deny their guest a very simple transaction which I've had completed at many different casinos across the country when I've had smaller bills. The casinos are usually more than happy to accommodate simple requests like this to make the gambling easier for their guests.

So the casino manager comes and greets me and says listen we're not gonna be able to do it for you and that its for money laundering reasons. I was shocked. I told her it's a thousand measly dollars and you're really not gonna convert it for my convenience? She says no. I said I'm spending $600 per night to stay at your hotel and you won't exchange $1,000 measly dollars in 20's for my convenience as a guest? She says I'm sorry but no.

And then I asked her the same question about the chips and her response was hilarious. She told me that the Wynn casino keeps track of every single cash/chip exchange to ensure that when you go to the cage to exchange your chips for cash, you're paid out in the exact denominations of bills that you bought the chips for. I said that's totally bogus. Everybody reading this knows that no casino on earth does that or would even be able to do that. The amount of accounting that would have to be in place for that to happen is just laughable and there's simply no reason for any casino to do that. Nor is there any system in place for that to happen.

I said I flew all the way here cross-country to stay at your property and on the way I stopped at an ATM that would only give me 20's and you won't even exchange them for my convenience as a guest? She says no we won't do it and next time, "go to a bank before you come here." Hahahahaha. What a joke.

So that summed up my experience at the Wynn. Two managers who refused to do a simple transaction for their paying guest. Please learn basic customer service for your guests.

The room itself was really nice, great view. Food very...

Avoid at all cost - we got COVID there and service is sub par. Stayed over 10days so got a good picture. Very expensive and you wonder why you pay a resort fee as they do not even give you water in the room. Only interested in making money out of you!

Check-in : we had booked 2 rooms, one of them being an ADA. Receptionist clearly could not allocate room. Did not know what ADA was!!! and when we asked about the delay he was very obnoxious. Female manager sorted it out and let receptionist finish. No explanation on where to find the elevators or map of the property Room :no noise isolation whatsoever. No turn down service and no complimentary bottle of water...in a 5 star hotel in Nevada with the temperature there!!! Restaurant : the first night we went to Safta. Nice place and great food but when I asked if I could recharge my phone, I was told it was not possible (data protection or something like that) - never happened in other hotels in Vegas I visited. In room dining : waiting 50 min was the exception, 1h20 the rule even for a pot of water. Not once was the order correct and for that you pay 10$ delivery and gratuity is included...I guess because no one would pay gratuity for the slow and inaccurate service. I never paid $10 in the best hotels all over the world and never had such a bad service in in room dining either. Spa : went to book a Thalasso wrap : lady was as inefficient as at check-in. Could not explain the difference in length of treatment, took ages to book. Treatment itself : first time in my life I am paying asked to pay for treatment and gratuity upfront. Went early to go to the whirlpool. A NAKED lady came in...how is that possible!!! Disgusting!!! Left promptly but she was definitely not removed asap. Called the Spa a few days later to book a blow dry. First thing I am being asked was if I was here for pleasure. Unfortunately I said yes and the gentlemen tried to sell me a facial, dinner, shows...I had to repeat several times I was calling from an international phone and I just wanted to book 2 blow dries. He tried to sell me a whole holiday. Bell service and concierge : very confusing to know what does what and totally different from other hotels. Also either they can find a solution easily or you just have to figure it out for yourself. Tickets for disabled are a problem and you have to come back yourself to explain the whole demand if you are near closing time. Normally this should be passed on to a colleague. And they could not book me the tickets. I did so myself. I asked for a chauffeured car to drive us to the Grand Canyon at short notice. Impossible to achieve. The tours advertised were not an option, staff called 1 company and I was told that I was too late to go to the GC. Guess what : I called around and found a company who took us. I was told I would have to book the car myself anyway... Basically? expect selling tours from 2 companies they recommend (and get % for sure) bell desk is totally inefficient. Could not even get a recommendation for a wheelchair store! Resort cleanliness : wondering about cleanliness of the pools and casinos. People with drinks in the pools and I never saw the machines in the casino being cleaned. We got covid in the hotel. Doctor came fast and from the moment it was known there was a case of covid, we were treated like we were talking about the bubonic plague. No room cleaning, only plastic cutlery, no one called to offer to bring sheets or towels. I had Covid in a hotel in France and I was treated like a queen. Here it seems we were just another nuisance. On another note how do you think we got covid? We stayed long hours in the casino, closed of spaces with people on machines that were NEVER cleaned. Lots more to mention. Please note most of the employees do their best and try to help but this will go nowhere if management...

Worst hotel ever! This place is surely a joke.

I am not mad, just saddened with disappointment. I expected the same quality experience that I received at the Encore in 2024, to be the same at the Wynn in 2025.

Unfortunately, my expectations were not met.

I presented myself with a smile and friendly attitude, but never saw similar actions reciprocated during my recent stay. Maybe it would kill them to smile, so that’s why nobody does?

Check-in was a failure. My early check-in upgrade was not ready, even though I booked the room months prior, and checked-in virtually a day in advance. Pointless hoops to jump through for non-existent offerings.

I settled for a drug smoking room that was ready, as the room we booked months prior was not ready until 4+ hours past check-in time. Unfortunately, the early room offer was not something we got the chance to enjoy.

The check-in associate was straightforward, but so straightforward that he skipped over all of the pertinent details needed to navigate our stay at the Wynn. One example being the discussion towards credit application and utilization. I wish we had the chance to discuss that. It was more of a genuine interaction to check-in at Days Inn than it was at the Wynn.

The check-out associate was much, much worse than the check-in one, and that pains me to say. This associate had a short temper, and it flared when I told him that my experience, at the buffet, wasn’t great. I only mentioned it after he willingly asked how it was. You would assume that people want honesty, but I guess they want you to lie.

This prompted him to close my room charge without discussion, fold the receipt, envelope it, and usher me out. I opened the receipt in the foyer, and that’s when I had to get back in line due to mistakes. Guess I’ll be a liar from now on to avoid this kind of situation again!

Still mistakes 3 weeks, 3 emails, and 2 managers later (front end & customer experience). Had the check-out guy given an ounce of kindness, understanding, or compassion, then he would know that I felt miserable my entire stay, and I was toning down my experience to remain civil with him. Honest feedback is simply not appreciated here.

The buffet was a failure. Just be cautious, and I hope you get a server who cares/ is physically present. The gluten-free menu is atrocious. The gf-pizza is inedible, and will make you vomit (it did me). The plank of cheese falls off congealed, there is no sauce on the pizza, and the immense quantity of grease is disturbing. You get ~8 pepperoni pieces when asking for a “meat lovers” pizza. No other meat; a complete joke. Should be called “pepperoni pizza”, because that’s what it was. I left it to be trashed, after trying my best to get a couple bites of crust in. Plus, the cook at the pizza station was beyond rude and not communicative at all. For $100 + tip p.p. I wouldn’t even bother doing this again.

We stayed 2-nights at the Rio prior to the Wynn and had ZERO issues! Our booked for room was available on time, unlike the Wynn. In fact, the check-in associate at the Rio ensured I was confident in their hotel operations prior to wishing me an enjoyable stay. That was all I could ever expect from registration. Not sure why this kind of service wasn’t offered at the Wynn?

I will never pay to return here, and probably still wouldn’t return, even if for free. That’s sad to say, as the architecture and decor is magnificent, but the customer service and commitment to guest enjoyment is abysmal.

Also, the security guarding the halls to the room elevators had a nasty attitude, and she takes her problems out on the guests. Wonder what she would do if she knew the entire 51st floor was a...