Encore at Wynn Las Vegas in Las Vegas, NV

Very beautiful hotel! Courteous staff! Excellent Buffet selections and services. Very clean rooms and great housekeeping services.

The Encore is a spectacular hotel and one of if not our favorite hotel on the Las Vegas strip. It is extremely well up-kept and the service is top tier. Everyone we encountered extremely friendly and helpful. The grounds are perfectly maintained, and the rooms are immaculate. There are multiple pool areas, some of which require a keycard to access so they were never overly crowded during our stay. The room we stayed in had a great view of the strip and the sphere. The room was also integrated with awesome tech allowing us to control everything from light, television, curtain shades, and temp from a single tablet. It was also Alexa integrated for voice commands. Any room service, spa services, show tickets, etc could also be booked straight from the tablet making it super easy and convenient. There’s a great selection of restaurants and shops and top tier amenities and spa as would be expected of a resort of this quality. One quirky thing I will mention, if gyms are important to you, the gym here is beautiful but the 5am - 8pm hours a can be a little restricting. My wife is a morning gym person so it’s not a big deal for her. I on the other hand am a night gym guy. I like to workout at the end of the day and then relax a little before bed. Well in Vegas, there’s no way our day is ending before 8pm and we’re usually on the go throughout the day so my only option is a morning workout. Aside from that, this hotel gets top marks in every other category. P.S. The person who helped us at check in (very friendly) gave us an option on room (Strip view vs Mountain View) and did warn us that the strip side gets loud due to the beach club music, which goes until about 4am. We ended up in the 62nd floor and couldn’t hear anything. The room was extremely quite. That being said, I have seen some reviews that mention the loud music as far up as the 21st floor from what I read. While it was quiet for us, I’m unsure how far up you’d have to be to be unaffected by the music. Customer service: 10/5 Amenities: 9/5 Rooms: 10/5 Property: 10/5 Overall: 10/5

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 valued at guests.

First, the room and overall facilities live up to the hype and expectations. They were excellent. But having stayed at many properties of different levels from budget to luxury, the check in experience was probably the worst I've had in recent years. While I would like to think the gentleman (Mr. Avery) was simply having a bad day, his condescending and dismissive attitude suggested otherwise. I arrived about 1.5 hours before the official 3 pm check in time (which I did not expect the room to be ready). In the first 20 seconds of our interaction while I tried to make small talk and explained my early arrival, he authoritatively interrupted me. by asking for the name of under the reservation. I was clearly already wasting his time. He then suggested that because i was only staying one night, i would be in the back of (digital) line for getting my room. When I asked him politely if I could expect my room to be ready by 3pm, he curtly responded "that's when check-in starts" and looked away from me. - basically to shut me up and end the interaction. Lastly, although I had to come back later to pick up my key, he was supposed to give me the welcome letter explaining the resort credit associated with my reservation during the first encounter , which he did not do (as confirmed by his colleague later). In our short interaction, he managed to make me feel both so small as a guest/human being, and also like a major inconvenience to him. Also a note about the resort credit - the credit was supposed to be automatically applied to my folio. That did not happen as nothing was applied to my folio when I was ready to check out. So I had to stand in line (at least 15 minutes) at the front desk at check out for manual adjustment. Once I reached the associate, he robotically made the adjustment but made zero attempt to apologize for the situation. While I was impressed by the facilities, I was disappointed and saddened by how the front desk staff treated its guests.

This was my first stay at Encore. Usually, I'm at Wwyn. It's clean and safe. Request a room away from the nightclub, and you should get a wonderful night's sleep! I was on the 50th floor and had no issues waiting for the elevator or anything of that nature. The fitness center was immaculate, and the staff was kind. I had a minor issue (bathroom nightlight was broken), and it was taken care of within 24 hours. There were more than ample towels and paper products.