Every year my wife and I take a nice trip for her birthday. One year it was at the Fairmont Banff Springs Hotel, another it was Sofitel in
New York, then Wikinninish Inn in Tofino, and this year it was Wynn Las Vegas.
While I would agree that Wynn is probably one of the better places to
stay in Vegas for the high end lifestyle, it did not live up to our expectations in one key area, The Spa.
Actually, it was the worst experience we have ever had in a hotel spa. If you have any experience with high end spas, don't waste your time at the Wynn Spa. If the Fairmont Banff Springs was a 10 out 10 in the spa world, the Wynn would be a 6.
The treatments were good, but not amazing. The coed area, were you are supposed to be able to relax with your spouse after or before the treatment is right in the hub of the spa and is small and busy.
Worst of all they really screwed up my wife's treatment. We had booked us both in for the same treatment at 9am the first morning of our stay (April 7th). We checked in at 8:45 with the spa's front desk
and were sent to the segregated change rooms. At 9am my attendant called me and escorted me to one of the treatment rooms.
Unbenounced to me, my wife was about to experience the worst spa day of her life. At 9am all of the other women were escorted out of the womens lounge by their attendants. My wife was left waiting without any communication from the staff for the next 15minutes. Finally she was approched and told that her attendant went home sick and that if she waited until 10am they could fit her in for a basic massage, but not the treatment we had booked.
She agreed reluctantly and was also told that they could fit her in for a pedicure while she waited for the next 45minutes.
Meanwhile, my treatment was finished and I went to the co-ed lounge were I still expected to meet my wife after her treatment. I asked my attendent to check if she was out yet, and she went into the women's lounge but couldn't find her. She told me that my wife was probably just finishing up, so I sat down to wait. 20min later I ask another attendent what has happened to my wife. I give him all the details, name, time of treatment, etc. He goes away and never comes back. Another 10 minutes go by and I leave the co-ed area and go to the check-in desk. At first they have no idea what has gone on. Then the desk girl goes into a back office and comes out to tell me that my wife's treatment was delayed by one hour.
Now I'm waiting for another half hour for her to get out. By now any of the relaxing effects of my treatment are gone and I am full of tension. I am also trying to figure out how all this had been going on and no one had the common sense to inform me earlier. Had I know I would have given up my treatment time for her. It was her birthday after all, not mine.
When she finally came out I could tell she was trying to contain her irritation and not let this ruin the rest of our day. We were then presented with the bill, $500!! For the worst spa experience of our lives! This did include a reduction in her basic spa treatment, which irronicaly was less then the price they charged for her pedicure! So in the end we paid us much money as we would have anyway, but left totally irritated, not relaxed, and late for lunch with some friends.
At no point did any one from senior staff actually come to talk to me and apologize, I mentioned the experience to the concierge and the front desk. I was so irritated I even considered checking out of the hotel. I called the front desk to see if we could checkout early and told him why. All they could say was we could leave if we wanted to.
This is were the hotel really falls apart. Everyone seems to know the
procedure or "formula" to provide high-end service, but when something goes wrong, they don't have a clue how to deal with the problem.
We ended up on the casino floor and chatted with a really great BlackJack dealer, we told him about our morning and he was probably the most applogetic of all the hotel staff! Anyway, he lightened the mood and we ended up staying at the hotel for another night. More out of convenience than anything else, we had dinner reservations at Okada and tickets to La Reve (great show by the way).
Anyway, in conclusion, I might stay at the Wynn again, although not anytime soon. But, I would never bother with the spa.
- Wynn Hotel Las Vegas
- Wynn Hotel
- Wynn Las Vegas Hotel
