In my trip report, I mentioned that we had some drama with Wynn. Below is the letter I have sent to Wynn. I'll report if/when I get a response. I write to you today to first thank you and your associates for the wonderful night we spent at Encore the night of its grand opening: the room was warm and luxurious, and the staff was accommodating and gracious. I also write to you today, however, to express my dissatisfaction with a series of miscommunications and hassles that my family experienced at Wynn. These events were extremely frustrating, disappointing, and exhausting. I wanted to tell you the story of my experience because I think it is important for you to get feedback, both positive and negative, so you can improve your operations, and because I know that you strive to provide your guests with a singular experience at Wynn and Encore. On December 22nd, my mother and aunt were to return home to Seattle, having spent the previous four days with us in Las Vegas. Unfortunately, their flight was cancelled, and, after spending two hours in line at McCarran, they learned they would not be able to leave until Christmas Eve. They were very upset by this change of plans, as they were missing out on family events. To help ease their distress, I decided to treat them to two nights at Wynn, if possible, since we were staying next door at Encore for the opening night: the least I could do was treat them to the best hotel in the city. After the agent checked us into our room at Encore, I asked about availability at Wynn (assuming that Encore was sold out). The agent replied that there was indeed a room with two beds available and reserved it under my name. I then told them my surprise, and they instantly perked up: their day of frustration and exhaustion was finally turning around. The valet said the car would be at the Wynn main valet where we could retrieve our bags, so we walked over there, where they were indeed waiting. We told the valet that we were actually staying at Encore, and he replied that it wouldn't be a problem. We walked into registration and I began the process of checking in. The agent asked if I would like to upgrade to a Tower Suites room. The first experience we had at Wynn was actually in a salon suite, so I thought â€“ why not: let's make this impromptu Christmas gift even sweeter, especially given what my mother and aunt had been through. I asked if there was a room with two beds available, and he assured me there was. We walked over to Tower Suites registration, and while the rest of the party sat comfortably, I attempted to check them in. Unfortunately, the room was actually not ready as it was still being cleaned. The agent said that that should be expected since it was 2:30pm and not actually check-in time. I told her that this was surprising since the agent at the registration desk said it was available: she said it was available to be reserved, but it was not ready for check-in. Slightly miffed at the semantic dispute, I nonetheless accepted that it would only be another 30 minutes; my mother and aunt waited in the lobby, glad to be sitting after running around all day, while Rick and I explored Encore a bit more, since we had only dropped off our bags before trying to get them settled. We returned at 3pm and I asked if the room was ready. It was not. There were rooms available with just a king bed, but one with two beds was not. The agent suggested we see if that would be amenable with a rollaway bed, so she gave us keys to a prospective room; at the very least, we could relax there while the other room was being finished, which would be shortly. She said that she would call me when the room was ready. We retired to this room and sat and waited. At 4pm, I finally called down to the front desk and asked about the status of the room: it was still not ready. At that point, I decided that I just needed to get my family into a room so they could feel settled after such an unsettling day. I asked the agent to transfer the reservation back to the resort room we originally had; she did so, saying that we could go to that room now since she would re-code the card keys in our possession. We trudged downstairs, over to the resort elevators, and up to room 3456 â€“ where the keys did not work. I called security; the security guard came up in ten minutes, unlocked the door, and told us that he had no idea why the agent told us the keys would work as it takes thirty minutes for them to be reset. After getting my family settled, I went down to registration to communicate my frustration with the original agent who "upsold" me and had essentially provided a wild goose chase for three hours. He was occupied, but another representative listened patiently, and provided a food credit for our troubles. She was very considerate, and I appreciated the gesture. My family decided to go to Terrace Pointe CafÃ© for a nice, simple, and relatively quick meal. Unfortunately, we experienced extremely slow service, despite the restaurant being half-empty: almost two hours later, we were able to leave and experience the opening of Encore. Before I left for the airport the next day, I called my mother to see how her night had been in her plush accommodations; she said she slept well, after finally getting into the roomâ€”their keys still had not worked, and she had to go get a completely new set of keys. This was yet another disappointment â€“ which was followed by me having to wait for 20 minutes for my car at the Encore valet because no one realized that the car was in the Wynn garage, despite me having told the front desk agent as I checked out. Perhaps some of the frustrating incidents (e.g., poor service at Terrace Pointe, the valet) we experienced can be ascribed to the pressure brought upon the resort by the Encore grand opening. However, the constant miscommunication and misdirection â€“ accompanied by a general lack of empathy or concern until I explicitly explained my frustrations â€“ was what surprised and concerned me. It seems to me that the resort and Tower Suites registration staffs need to be better coordinated when "upselling," that they should clearly explain timeframes to guests, and that they should recognize that they need to go the extra mile when it is apparent that guests are being inconvenienced. I hope that these were isolated incidents, and do not reflect the kind of economically driven decline in service we experienced at other resorts during our stay, including the disappointing decline my mother and aunt experienced their previous three nights staying at Paris. We do not pretend to be "high rollers": fortunately, we can afford to eat at great restaurants and stay at great hotels. I wanted to share that with my family when they most needed quality service and great accommodations. While we experienced some of that at Encore, I cannot say that they experienced that at Wynn, and that was truly upsetting to me. I appreciate you reading my account, and I hope that you can perhaps help your staff prevent other guests from having such a frustrating experience.