text: Horrible Here is the letter the characters that would fit I sent to Brian Gullbrants the ex operations head of The Ritz who now works for Steve Wynn at Encore Needless to say I have not received a response in well over a week not a good sign for a company who should pride themselves in superior customer servicennBriannI had booked two rooms online I intended on having my guests split into two guests per room I assumed a double bed would not be an issue but just to make sure I telephoned your hotel the day after my internet reservation I asked for two double beds a high floor and connecting nonsmoking rooms After confirming this with my colleagues they asked if I would change the reservation to smoking rooms So the next day I telephoned and made the change But upon arrival I waited in a checkin line for minutes with bags only to find that none of my requests had been entered into your system Too boot none of my requests were available My guests would have to sleep on rollaway beds Good Lord minutes later I was able to secure rooms nonconnecting with double beds The only catch I would have to wait for an hour in order for the second room to open upnOkay now all four of us are up in the first room Let me put a few sodas I brought into the fridge Nope Not allowed Fridge full Do not touch items or you may be charged Are you kidding me Your markup is so high on these items you actually care if a few go missing And you are willing to inconvenience your customers to do so Sure I could call housekeeping and order a refrigerator for a day but since your room rate is up in the th percentile for Vegas these days I would think that would not be necessarynI guess I could just use ice but there are no ice buckets Another phone call to housekeeping Knock knock ice buckets delivered WITHOUT ICE Who does this This is so bad in the eyes of customer service that I could not make this up if I tried After the walk to get ice I received a call from the desk staff My second room was ready would I like to come down floors to pick up my key No please deliver it to me for the hassles you are putting me through thank you very much Did I have to asknIll try to keep the rest of the trip short but here are the highlightsnn burger delivered to room Was asked if I wanted the included veggies Yes why not I am paying out the nose for them Oh I see the veggies you brought were old and you thought maybe if I did not really want them you could save yourself a trip down to the kitchen Lovelyn Cotton swabs had a dead bug in the packaging Threw them out after I took a picture please let me know if you want it Unfortunately the swabs were never replaced Glad I brought my own I can only imagine the hassle to call for extras and what you might chargen Time for breakfast Order in Sure I am on vacation for the two of us American breakfast I think you call it A bit skimpy on the juice if you ask me especially for the price We almost thought you had forgotten one carafe until I ordered breakfast the next day and received an even smaller carafe of juice Do you carefully measure them out in teaspoons Seriously for the money I am spending and I do not have a problem spending money or bringing in my gambling friends I am sure feeling nickel and dimed I almost forgot would I like a newspaper with my last breakfast Why sure I would thanks I am sure you can guess it was never deliveredn Okay time to check my email Nope that is not free either In fact nothing extra was free at the Encore I did not get a chance to go to the gym but my guess is there would be a chargen Back to the snacks and snack sensors Your sign says seconds may elapse before being charged but the staff member that came by each morning to check the stock laughed when he told me in only seconds I might be charged Had I known I would have asked they be removed from the room Sure enough I was charged for two snacks I never consumed or movednBrian I could go on and on but to be honest I lost track of all the issues I had with your hotel nIm not looking for a free stay hell you could not pay me to stay at Encore again What I do want to know is how the former Vice President of Operation for the RitzCarlton a man quoted sayingnn Consumers expectations of luxury are changing It is not about going to the white tablecloth restaurant with the waiter in the tuxedo and the white glove More often now we see customers that want to relax and enjoy luxury on their terms not the industrys termsnandn It is really giving the customer what they want how they want it before they even know they want itnncan allow this to occur Please explain to me how the Encore embodied anything resembling what you purvey during my staynnThank younMateo M