I stayed for three days at the Encore Las Vegas, and most of the time was spent dealing with issues at the lobby and front desk rather than enjoying the trip itself.
It started with parking problems where my room key didn’t work at the gate. I tried using my card multiple times and ended up being charged multiple times without the gate opening, before eventually being let out through the intercom. When I went to the front desk, I was told parking charges are handled by valet, so I was redirected there. Valet, in turn, sent me back to the front desk. This back-and-forth continued over the next couple of days.
Despite multiple visits to both the front desk and valet, and sharing my contact information with several staff members, I never received a direct follow-up call. On one occasion, I was even given a manager’s contact number by taking a photo of it from an employee’s personal phone.
Over the course of three days, I made several trips between departments trying to resolve a $75 parking issue caused by the malfunctioning gate. Eventually, I received conflicting voicemail messages, one indicating a refund had been processed and another suggesting otherwise.
Overall, much of the stay was spent trying to resolve this issue rather than enjoying the hotel experience, with repeated miscommunication between staff departments.
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