TripAdvisor Traveler Rating

We stayed on a short get away trip and asked the front desk about an upgrade. The agent, Scott, checked his system and quoted us a suite at $465 a night. When we came back to take it, a manager refused to honor the quote. Fine, mistakes happen. What doesn't happen at a real luxury hotel is what came next. After the manager walked away, Scott told my wife "you lied," out loud, in front of other guests, for repeating the exact quote his own colleague gave us minutes earlier. But the reason I'm writing this review is how the Director of Guest Experience, Kip, handled it. Instead of owning his team's error and the insult to a guest, he positioned himself as a judge between us and his employee, weighing our word against Scott's as if we were two parties in a dispute rather than paying guests insulted by his staff. He was defensive from the first minute. When he later approached us himself to apologize, he then refused to let me finish describing what happened, interrupting me over and over until I finally asked him why he came back to talk to us if he had no intention of listening. He had no answer. Along the way he repeatedly lectured me about how I should behave, a guest experience director telling the insulted guest how to conduct himself, while the employee who called my wife a liar apparently needed no such coaching. I ended the conversation myself, because there was no conversation, just a manager managing us instead of the problem. A credit was offered. This was never about money as I was about to willingly spend about $1500 more just on upgrades. It was about basic respect, and neither the front desk nor the person whose entire job is guest experience could manage it. We travel often and stay at high end properties regularly. This was the first time a hotel employee has ever called one of us a liar, and the first time management's response made it worse instead of better. Look elsewhere on the Strip if how you're treated matters to you.

I waited a few months to write my review to be able to put my thoughts into words. We have never truly loved the Wynn - the location is why we keep going back. This last visit will truly be our last visit. My husband and I are middle aged retirees. We travel often and have had the pleasure of staying in 5 star resorts and hotels all through USA and Europe, so I like to think I have some background to compare hotels. I rarely ever leave a negative review - it takes a lot and this experience checked that box. We checked in the first day and were staying in a tower suite. There was no signage to the tower suite registration so we ended up waiting in a very long line with the rest of the hotel. Only once were waited on did she inform us there is a special tower suites check in. Okay, inconvenienced after flying all day from Fl , but no big deal. On our first night we kept hearing noises from the bathroom but could not identify the sounds. We were enjoying room service the next morning when I went to check those noises again and there was fecal matter and sewage coming out of both our sinks and flooding the bathroom. I almost fainted it was so gross. Just when you think you have seen it all when traveling - you realize you have not! I frantically called downstairs as my husband was trying to save anything we had in the bathroom - sadly anything and everything that was near the sinks had sewage all over it - we left everything. When the engineering department came up they, too, were grossed out. We started quickly packing up our stuff to get out and the front desk tells us there aren't any rooms. Seriously there is poop flowing out of our sinks and you don't have a room? They quickly found a suite for us when my husband was about to lose it - So they kindly "gave" us this suite without an upcharge. What a joke - I didn't ask for it I just wanted a room without poop and sewage. No follow up whatsoever by management. No comp night or meal for the inconvenience and no apology except from the front desk. We moved ourselves and went home with a "crappy" story about the Wynn. Never, ever again! So many other true 5 star resorts to chose from - stay far, far away.

I was there with my daughter 24 for a mother/daughter trip and the Wynn is still the best in Vegas. We were upgraded to the Parlor suites!! So beautifully furnished! Restaurants in the Wynn are top notch. I used to stay at the Wynn before covid and could have stayed anywhere in Vegas. I kept wondering with all the new hotels opening should we stay somewhere new. Thank goodness we chose the Wynn. It's still the best high-end hotel in Vegas!! Service was unbeatable and love the fact you can get an uber quickly from the Tower suite entrance! You won't be disappointed!

wynn tower suites - still untouchable nothing like this place in the entire world the level of service is OUtstanding

Las Vegas itself probably isn’t particularly for us, but Wynn Tower Suites most certainly is. From the moment we arrived, it felt like an exceptionally luxurious sanctuary away from the relentless pace of the Strip. The hotel is absolutely immaculate and the service is first class in almost every area. There is a genuine sense that Tower Suites guests are exceptionally well looked after, often above and beyond what might reasonably be expected. We loved breakfast at Tableau. One word of caution: if, like us, you aren’t a fan of very soft egg, be very clear when ordering the omelette. On three mornings ours had to be returned despite our previous feedback. However, the second attempt was always lovely, and the restaurant dealt with the issue graciously. A special mention must go to Armando, whose service was superb and who looked after us exceptionally well. The Tower Suites pool was another highlight. Alyssa, Porsche and Chandler were brilliant and simply couldn’t do enough for us. Their warm, attentive service made our days by the pool particularly enjoyable. The restaurants throughout Wynn and Encore are outstanding. We had superb meals at SW Steakhouse, Pisces, Sartiano’s, Cipriani and Wing Lei—the Peking duck at Wing Lei deserves a particular “wow.” Sinatra was our only disappointment, as the whole experience felt rather rushed. Parasol is beautiful in the early evening, and our thanks go to Claire for looking after us so well over Champagne. Later in the evening, the Lake of Dreams shows provide a genuinely stunning backdrop. We must also mention Isabella on the concierge team, who secured all our restaurant reservations and ensured we had tables that were second to none. Her help made a real difference to our stay. The shopping at Wynn is also excellent. Our advice would be to stay there and enjoy it—it feels a definite step above the shopping experiences at both Caesars Palace and Bellagio. There were only a couple of very minor housekeeping niggles. The minibar wasn’t always maintained as diligently as we would have expected, and the Wynn-branded toiletries were occasionally not replenished. These were small points and did very little to detract from an otherwise exceptional stay. While Las Vegas itself isn’t especially high on our list of places to revisit, Wynn and the Tower Suites absolutely are. It is difficult to imagine staying anywhere else in the city. A truly high-class, five-star experience.