Originally Posted by
baccarat_king
Most of the time, people post negative reviews. To me, it is the big picture. Also, casino guests do not really get anything special with regard to housekeeping services. Same rooms/suites and same housekeepers, daily cleaning and turn-down.
Now, regarding Vegas, not an excuse but a reality:
"True luxury" is next to impossible to deliver in Vegas. I find that Wynn/Encore Tower Suites, Crockfords, and Four Seasons Las Vegas do a decent job. But still, Vegas is Vegas. You also have other niche products like SkyLofts and Aria Sky Suites that consistently deliver.
Setting aside the "true luxury," Vegas hotels are too large to deliver consistently. There is no excuse for bad housekeeping, of course. But, it happens and happens more often in Vegas. But, the other questions become:
How was the bell service, in-room dining, check-in/out experience, turn-down service, spa, pool, breakfast (Tableau, Jardin, Terrace Point), etc.?
Also, you mention: "more of the travel agent's fault for misleading everyone in their confirmations," -- and while I know you were hoping for a miracle at check-in, this will not happen in a 100% full Vegas situation. I would be more curious what service recovery the travel agent provided. Did you contact the travel agent and have them adjust the rooms? They give you a discount for misleading you? Did they send additional amenities? To me, this is the much bigger issue and started your trip off on a horrible note. In my experience, when clients/customers/visitors start off their trip badly -- they tend to view almost everything else in a very negative light. I get it; that is human nature.
I have to disagree - the Wynn section on Yelp has a wide variety of reviews, not just negative, but the recent few negative reviews all touch on the same theme as mine. Dirty rooms, poor housekeeping practices, rude/disinterested/arrogant staff, non-existent service recovery. Expecting a king room is not a miracle - in fact, we spoke with the event agency who was watching inventory and knew there were actually king rooms available when we checked in as part of their block assignment, so we were lied to by the front desk agent and manager.
The travel agent is the room block operator, they are not a Virtuoso agent like myself who has the means to offer amenities, service recovery, etc - they have a room block for half the hotel, and the rates do not include any other services or amenities, which is part of the reason we were made to feel like second class citizens at check-in.
This is not my first visit, as stated in the review, I've been coming here for 15 years and have noticed a fairly consistent decline in service quality, increasing in velocity after Wynn Resorts went public, then even more so after Wynn departed the business.