Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at Encore Las Vegas from May 26 to May 28, 2025 (Room No. *****, Folio: ********, Conf. No.: ********, **** Acct. ID: *********. The experience was unacceptable and unsanitary, falling drastically below the standards expected of any hotellet alone a luxury property charging premium rates.Upon arrival, I found the bed linens visibly dirty, with multiple strands of hair, food crumbs, and stains. This posed a clear health and hygiene concern. I immediately contacted the front desk, but housekeeping took over an hour to respond, and I couldnt sleep until after 2 a.m.I was then charged an additional $120 to upgrade the room, only to discover that the new room also had dirty bedding, ***** stains on the carpet, and leftover food (cake) from a previous guest inside the minibar fridge. These repeated lapses in sanitation indicate a systemic failure in cleaning standards, not an isolated incident.Additionally, on the first night, I found a bag of fast food trash left outside my door, which was not minefurther reflecting poor service and inattention to guest environment.Despite these serious issues, the hotel has failed to provide any resolution, apology, or compensation. I am therefore requesting a full refund of $514.03, charged on April 21, 2025, for a stay that was clearly defective, unsanitary, and far below the standard of what was paid for.This complaint is submitted in the hope of accountability and appropriate resolution.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: **** ** Case# ********
  Dear Ms. **************** you for contacting us regarding Ms. **** ** concerns. For your review, please note our management team has provided multiple forms of compensation we deem appropriate.
  
  On 05/29/2025 Customer Experience Manager responded to ************* stay survey via email and provided a refund of $238.10 for upgrade and resort fees.
  
  On 06/11/2025 **** ** emailed us again and stated their dissatisfaction.
  
  On 06/12/2025 Customer Experience Director responded to **** ** via email correspondence further apologizing and offered a future 2-night complimentary stay with a room upgrade to **** Tower Suites.
  
  We feel we have provided appropriate compensation and will not be providing anything further.
  
  Thank you for notifying us of this concern. We look forward to a positive conclusion.
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23593264
  
  I am rejecting this response because:
  
  
  Thank you for the update.
  
  
  I do not accept the offer of a future complimentary stay, nor have I ever agreed to it. I will not be returning to this property, so the offer holds no value for me.
  
  
  The room I received was unsanitarydirty sheets, leftover food in the fridge, stained carpet, and garbage left outside the door. This is not a matter of inconvenience but a clear violation of hygiene and basic hospitality standards.
  
  
  I am requesting a full refund for the stay, not partial compensation or future credit.
  
  
  Thank you for your continued support in resolving this matter.
  
  
  Sincerely,
  
  **** **

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent: Unauthorized Charge of $1004 on My Card Request for Clarification and Refund Dear Encore Hotel Guest Services,My name is **** ******, and I stayed at your property from April 22nd to April 24th, 2025, in room 6329. After checking out and leaving Las Vegas, I was surprised to find a charge of $1,004 USD debited from my card by **** Hotel, without any prior notice, invoice, or explanation.I respectfully request that you urgently investigate this charge, provide clarification regarding its purpose, and proceed with a refund if the charge was made in error.Please confirm receipt of this message and advise on the next steps. You can reach me via email or phone if further details are needed.Thank you for your prompt attention to this matter.Kind regards,**** ******

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: **** ****** Case# ********
  
  Dear Ms. **************** you for contacting us regarding **************** recent experience at Encore at Wynn Las Vegas.
  
  In an effort to resolve this matter, our ************ Manager has been in direct contact with Mr. ****** and has resolved this billing issue with him directly. Should he still require assistance, please advise him to call us directly at ************ and ask to speak with the Encore Front Desk Management.
  
  Ms. ******, once again thank you for bringing this concern to our attention. We look forward to welcoming Mr. ****** back to our property.
  
  Sincerely,
  
  
  
  ****** *******
  Customer Experience Manager
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their housing keeping stolen my $3500 ******* ******* necklace inside the room on Nov.28 at Encore hotel room #**** at Las Vegas.

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: Dongli ** Case# ********
  

  Dear Ms. **************** you for contacting us regarding Mr. *** recent experience at Encore at Wynn Las Vegas. Please know that we take these matters seriously and our *********************** has been in direct contact with Mr. ** regarding his claim. At this time and due to the nature of this matter, we kindly ask Mr. ** to please contact our *********************** for any additional assistance relating to this matter. Our Guest Claims team can be contacted directly at ************ Monday Friday from 9:00 am to 5:00 pm PST.
  
  Ms. ******, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transection: 1 Oct 2024 Money paid: USD ****** = USD 206.69(resort fee and tax) + USD 651.57(room fee, online paid) + USD ***** (resort fee and tax)Business provided: hotel for 3 nights, (1 Oct 2024, 3 Oct 2024, 4 Oct 2024)Dispute: Overcharged and bad service.1. They want to overcharge us USD452.39 for the 2 Oct 2024, the night we didnt live there. We disagree. Then the manager (named ****** Lung) didn't allow us to stay in the hotel at 4 Oct 2024 night even though we had paid for the room and forced us to check out at 2am.2. The front desk (named ******) intentionally make us leave luggage in the room then overcharge us for one more night room fee. We have asked to checkout at 2 Oct 2024 then we need to keep our luggage at the front desk. But he told us do not need to check out, just leave all the things in the room, no room fee. Then the hotel told us we need to pay for the room occupancy fee, which is mentioned above. 3. The manager ask the security force us checkout at 1:00 AM 5 Oct. we have already booked and paid for the room fee from 4 Oct to 5 Oct. Whether try to solve: Yes but failed. We asked to stay there for the night we have already booked and paid, and solve the overcharged problem when we checkout. The manager keep asking us to pay for the overcharged fee first, otherwise we need to get out the hotel. Advertising: better supervision methods between guests and hotels What we want:1. The hotel refunded us the room fee for the last night we didn't stay 2. The hotel compensated us for the loss of having no place to sleep. 3. Apologies.

  Business Response

  Date: 10/15/2024

  October 15, 2024
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: **** Li  Case# ********
  Dear *** ******:
  

  Thank you for contacting us regarding **** *** concern.
  
  I sincerely apologize for the frustration that *** ** experienced with her reservation.  In an effort to resolve this matter prior to *** *** departure, our ************ manager ****** spoke with her apologizing for the miscommunication with the front desk agent. We have already contacted the third-party booking for a refund of the unused night of October 4, 2024, we have also removed the $452.39 that the guest was originally responsible to pay for due to their luggage occupying the room, but considering the misunderstanding the guest will no longer be responsible for paying the hotel that amount. Additionally, I have refunded one night of resort fee the guest paid in the amount of $56.69 sent an email directly to the guest apologizing for the frustration.
  
  *** ******, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked the trip through chase travel, had a family emergency outside of free cancellation window. ***** official cancellation policy is first night policy. However, when we tried contacting the hotel through agency, they declined all accommodation. Including insisting on full penalty, no rescheduling, no first night policy. We feel robbed because the policy enforced is different from what they claimed on website. Also I feel since its a family emergency that we cannot control, its more reasonable to be more lenient on cancellation .

  Business Response

  Date: 01/09/2024

  
  January 09, 2024
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ******************* Case# ********
  Dear ****************:
  

  Thank you for contacting us regarding ******************* concern.
  
  I sincerely apologize for the frustrations that ********** experienced with his reservation. Due to this being a third party booking we ask ********** to please contact the company he purchased his stay through for any further questions or compensation. I can confirm that our team did advise the travel agent of the penalty for all nights room and tax for this reservation due to the contractual agreement between booking parties.    
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  
  ***********************
  Customer Experience Manager

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A month ago, we booked a three-night stay at the Encore Hotel through a third-party service, super.com. However, upon our arrival for check-in on December 19th, the hotel staff informed us that our reservation could not be found. We were made to wait at the front desk for nearly an hour, during which time the hotel staff continuously shifted the blame onto the third-party company. This situation left us on the verge of being stranded without accommodation. Ultimately, the hotel demanded that we pay more than double our original reservation price( original $138 per night, now is $299.32 per night) for a walk-in stay that night. This experience was extremely distressing and unacceptable.

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *************** Case# ********
  Dear ****************:
  Thank you for contacting us regarding *************** concern.
  
  I would like to express our deep regret for the incident that ******** experienced upon arrival to our property. Due to this being a third party booking we ask ******** to please contact the source he booked through directly for any further questions or compensation. Please know that we take these matters seriously, and can confirm that ********** travel source was aware of the missing booking and was advised to refund any money collected from ******** as the hotel had collected payment at check-in.    
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  ***********************
  Customer Experience Manager

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/9/2023 I was at ************ after leaving the ******** Casino as I am a rewards member for Caesars and Red Card at the **** Casino and a rude security guard followed me around and then asked for ID. I gave my ID and asked why was I stopped and he said someone told him to ask me where I was going. I said I'm here all the time I was just here the other day on the *** game in front of *******'s sport betting. He told me to wait and held me there for what seemed like 15 or 20 mins talking to someone on a walkie talkie. I told him I had to get going what was they looking for and he looked confused I was concerned if he even worked for ************. I told him I did not think he had honorable reasons for stopping me and unless he can explain what was going on I was moving on. I left and told him he will be reported to ************ for not having any explaination.

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ****************** Case#********
  Dear ****************:

  Thank you for contacting us regarding ****************** s concern.
  
  I would like to express our deep regret for the incident that Ms. ******** experienced during her visit to our casino. Specific to this incident, please know that we take the safety and security of our guests very seriously. Additionally, the information shared allows us the opportunity to improve the efficiency and high standards thorough our property. 
  
  ****************, we regret to hear of the difficulties Ms. *************;encountered and appreciate you notifying us of this concern.
  
  Sincerely,
  
  ***********************
  Customer Experience Manager

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20984881
    Hello,

  There has been ongoing issue as a patron who goes to buffet since 2015 and a red card rewards holder who received mailings, invitations, and offers very poor service and treatment even other players encouraged to be rude in some cases. I hope this practice is stopped. Thank you! No further action is needed but to notify bbb.org of poor service and business practices.It's name speak for itself the owner ******************* did win his case and was removed but the casino keeps the name *********? I think this is strange I am pursuing more sensible gaming choices. 
  I am rejecting this response because: They are disrespectful. 
  
  Sincerely,
  
  ******************

  Customer Answer

  Date: 12/19/2023

  Thank you bbb.org for your efforts! As a doctoral student and Masters in Management holder plus MPA I know you are a great tool to improving business practices in public and private sector! Again, I am satisfied with you part of the complaint process just not ************. thanks!

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lived in Encore Las Vegas from Nov 22 - Nov 24, 2023, in Room ****. And we were not satisfied with the service and room.1. Towels after house cleaning services are not completely cleaned and have stains on them.2. The water tap was leaking if not closing with force.3. THERE IS SOME BLOOD STAIN on the sheets of the **** The sheets were not cleaned and we feel very uncomfortable. 4. The ** was lower than standard. It was extremely cold after a bath in the bathroom, even with a higher temperature set by the thermostat.5. The fridge was full of drinks, which left not a single block for our personal beer or drinks. No personal fridge space.6. The bed is not a King **** It is much smaller than that. I will not recommend any of my friends and relatives to stay in Encore during their trip to Las Vegas and will write reviews on ****** and Yelp to warn others about that. I have stayed with IHG, ******, and ******** with their higher-end 5-star hotels and am very disappointed with what Encore offers. This is not a 5-star hotel.

  Business Response

  Date: 12/01/2023

  December 1, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ******************* Case# ********
  Dear ****************:
  Thank you for contacting us regarding Mr. *********** recent experience at Encore at Wynn Las Vegas.
  
  In an effort to resolve this matter, we have been in direct contact with ************ and we are working with him directly to resolve this issue to his satisfaction.
  Thank you for notifying us of this concern.  We look forward to a positive conclusion.
  
  Sincerely,
  
  ***********************
  Customer Experience Manager
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: Dec. 4, 2022 (Booking through CONEXPO 2023 - CON231:86509)Check-In Date: March 14, 2023 & Check-Out Date: March 19, 2023 Number of Hotel Guests = 2 Hotel Room = Resort *************** = $394 (USD) plus taxes & resort fees Estimated Total = $2,358.59 USD My ******** were looking forward to spending the final portion of our trip to Las Vegas for the CONEXPO 2023 conference at **** Encore. We were also celebrating our wedding anniversary which was postponed due to COVID-19. Unfortunately, our experience at the Encore fell short of the advertised 5-star standard (and pricing).Summary of Incidents: March 14, 2023 - Hotel room was not thoroughly cleaned for guest turnover. Furthermore, the shower drain was completely clogged with hair, etc. resulting in my ******** having to shower in 2 inches of shower backup as we had to attend the conference. Shower issue was not addressed until next business day resulting in us not being able to use same.March 15, 2023 - Garbage bins from hotel room were not cleaned & replaced. Evidence of failure to clean thoroughly was evident throughout room [notwithstanding tipping generously].March 16, 2023 - ****************** cleaned with mouldy mops leaving stench which forced us to leave the room for several hours until it dissipated.March 17, 2023 - Subpar cleaning by hotel staff [notwithstanding tipping]. Missed all garbages again despite being full.March 18, 2023 - No cleaning whatsoever provided [arrived from full day at CONEXPO to find this]March 19, 2023 - Checkout - Negligent electrical automation setup - Interior bathroom light did not function in "night mode" [date & time-stamped video available] causing property damage & personal injury to my right foot as I could not see. Encore failed to warn of "night mode" lighting limitations leading to injury. Hotel "claims" rep then blatantly lied about ****** law re: occupier's liability. But for the light malfunctioning, the injury would not occur

  Business Response

  Date: 04/24/2023

  April 24, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *************************** Case# ********
  

  Dear ****************:
  

  Thank you for contacting us regarding ***************************** concern.
  
  I would like to express our deep regret for the incident that **************** experienced during his stay. After through review, our *********************** determined there were no issues with the lights and or **************. It was determined **************** made the decision not to utilize the lights causing the incident he experienced. Additionally, although we sincerely apologize for the cleanliness issues he encountered, multiple attempts to rectify his concerns were offered during his stay which all were declined by ****************. At this time, we are unable to provide further compensation.   
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  
  ***********************
  Customer Experience Manager

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19942520
  
  I am rejecting this response because:

  (I) no formal written offer to rectify the incident, or any other matters, have been made by the hotel;

  (II) I have a date and time stamped video that I am happy to share (although unable on this platform) of the lights NOT working during the time in question.

  In short, the position of this business is simply untrue and I have the evidence to support it. How can I share my video?

  Sincerely,
  
  ***************************

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *************************** Case# ********
  
  Dear ****************:
  
  We are in receipt of your correspondence regarding ***************************** rebuttal to our previous letter.
  
  I would like to express our deep regret for any frustrations **************** has encountered. During the investigation process he was in contact with our *********************** directly and is more than welcome to submit any supporting documentation for further review. At this time, if **************** wishes to continue to pursue this matter, he will need to follow up with Guest Claims.
  
  ****************, thank you again for bringing this matter to our attention.
  
  
  Sincerely,
  
  
  
  
  ***********************
  Customer Experience Manager

  Customer Answer

  Date: 05/04/2023

  Complaint: ********

  WITHOUT PREJUDICE

  Hello,

  First and foremost, I wish to thank the representative from the Encore **** team for continuing to engage in a dialogue to work towards a reasonable resolution of these incidents. Having said this, the proposed path forward is not acceptable for the following reasons:

  (I) I direct Encore **** to refer to its internal records relating to this particular stay for which you should find (assuming these are properly documented) the vast majority of these complaints being made on the date in question with ***** Services during our stay. I have previously documented the cleaning service level misses and will not repeat my position on this point as it is unchanged. To assist with this particular part of my complaint, I have attached short videos of the shower incident during our stay. These service level misses are a complete contradiction of Encore ********** Health & Safety Plan which we relied upon in making our decision to stay at your hotel [In our view, this is an actionable complaint under the Deceptive Trade Practice Act in the *************** for materially inducing ** with advertisements and promotions on your website relating to 5-star service, clean hotels suitable for not spreading COVID-19, etc., and failing to miss the **** entirely. We reserve our right to report this and all other incidents which occurred during our stay to the ****** of ******** Protection to protect other guests from being taken advantage and deceived in this manner];

  (II) I confirm that at no time were my wife and I presented with any settlement offer in writing as a result of the service deficiencies experienced or the night mode lighting malfunction incident on our last night's stay at the hotel;

  (III) given the fact that the **** Encore Claims representative that I was assigned to elected to blatantly lie regarding the state of the personal injury law in ******, I am only comfortable dealing with this matter through the BBB as an intermediary - I wish to point out that this incident alone (which I provided the Claims representative an opportunity -- twice -- to retract his untrue statement which were ignored) constitutes a separate issue altogether which is actionable under the ******** Protection Act in the *************** [Deceptive Business Practice, amongst other issues]. It is our sincere preference to resolve this matter amicably, however, we will pursue all avenues to safeguard our interests.;

  (IV) Our position on the personal injury and property damage incident which occurred to me within your hotel room is as follows: (a) Encore **** failed to properly warn us as guests that the night mode functionality in the hotel room was limited, or malfunctioning, to the extent that it would not work in the early hours of the morning. Specifically, we were not warned that turning on this Night Mode Light functionality would cause the bathroom light to not operate - I have attached as evidence Zipped files of the meta-data of the video taken moments after the incident showing the date and time (note the time is showing as 3 hours ahead because my phone is coded to EST - ******* time). Local time the incident occurred at approximately 5:50AM. As further evidence, I have figured out a way to ZIP the video file that I have been referencing which shows me turning on the FLASH button on my camera (because it was pitch dark) and attempting to operate the interior light switch in the **** Encore bathroom. You can clearly hear the clicking of the light switch attempting to "engage" or "activate", however, for some reason the Night Mode coding is malfunctioning and preventing this from occurring which is more than likely to be a simple programming error by the Encore **** electrical engineering team. In any event, this is irrefutable evidence which substantiates my position on this particular incident. Furthermore, I have attached supporting images of the personal injury which occurred to my right foot as a result of this Night Mode lighting malfunction as I could not see where I was going and, more importantly, was not warned to take proper precautions like bringing my phone with me to use as a light while in the bathroom itself (which is unsanitary but I would have otherwise done so for safety). The fact is that this issue was entirely preventable were it not for the Night Mode lighting issue being either properly programmed OR disclosed as a warning. Unfortunately, Encore **** failed in both respects - [If necessary, this evidence will be submitted along with a separate claim to the ************ ****** of ******** Protection to document Encore ********** failure to adhere to its advertised Health & Safety Plan advertised on its website constituting a false, misleading and deceptive business practice. The Encore **** Health & Safety Plan formed a material inducement for my wife and I to choose to stay at your hotel during our CONEXPO-CONAGG 2023 conference. Furthermore, I have attached evidence which shows that Encore **** is advertising itself as a 5-Star resort in which these types of interior hotel room light programming errors or limitations should not be present due to the inherent dangers and risks involved with not being able to see where you are going. In our review, each of these issues constitute separate and actionable complaints to the ****** of ******** Protection and violations of the Deceptive Trade Practice Act];

  (V) furthermore, with respect to the night of the automated light programming malfunction leading to personal injury and property damage, the position that Encore **** has made relating to subsequently "testing" the system is refuted and not accepted as it clearly was not simulated in the exact same circumstances. Namely, the light system in the exact room that we stayed in is on "Night Mode" only and it is approximately 5:50am local time. The video evidence that I have provided serves to refute the Encore ****** position clearly and unequivocally. In the future, rather than effectively accusing guests of being liars absent evidence, it may be a more effective strategy to listen to the reported incident and endeavour to replicate the experience described identically (not during the day or at any other time). My date and time stamped video is all the evidence that is reasonably required to establish the fact that it was not working at the time of the incident which is, quite frankly, all that is relevant [if the bathroom light works during the day or without the night mode functionality on, this is irrelevant];

  My wife and I are indeed extremely upset about the totality of this unfortunate situation which occurred on the Encore **** property. But moreover, we are genuinely disheartened by the absolute terrible guest services response to this matter which consisted of a series of completely disingenuous apologies, promises and platitudes from on-site services team to not cause a scene only to be met with a brick-wall behind closed doors through your Claims Team.

  So, in terms of next steps, once the Encore **** team has an opportunity to review some of the supporting evidence I have attached hereto, my wife and I are amenable to resolving this matter amicably and on a without prejudice basis to either party. We remain open to a reasonable written settlement offer from the Encore **** which, naturally, would include a full and final release against us pursuing any other kinds of actions against your organization as a result of the totality of the incidents which occurred during our stay. We wish to make clear, however, that the previous verbal offers by your team of initially a "free breakfast" and, subsequently, one night complimentary stay once escalated are simply insufficient and not reflective of the gravity of the issues, incidents (including the personal injury and property damage situation), and responses by the Encore **** team which have occurred to date.

  We look forward to hearing from you soon to step up the plate, take ownership of the situation, move forward and resolve this matter without the need for further action.

  Unfortunately, despite several attempts, I am unable to upload the evidence referenced in my response above, however, I have created a shared link to a folder with all the evidence noted:

  ************************************************************************************

  I have keyed the shared link to be accessible anyone with the link above. I trust that this will work. As a backup, I have also sent a separate e-mail directly to ****** (the BBB rep) who is assigned to his matter with the actual zipped files containing all videos and evidence to hopefully have her get this documentation to you as well.

  Sincerely,
  *************************** & *******************

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer name : **** @1:37am December 15 at table 1 craps encore is an absolute mess of a dealer. Robbed me out of my bet. Id like this forwarded to management ASAP. Leaving a corresponding review for this on all platforms.

  Business Response

  Date: 12/27/2022

  December 27, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ***************************** Case#********

  
  Dear ****************:
  Thank you for contacting us regarding ********************************* concern.
  
  I would like to express our deep regret for the frustrations **************** encountered as this is not at all indicative of our normal service expectations. Due to the circumstances, our Senior Vice President of Casino Operations has reached out to **************** directly to resolve this incident to his satisfaction. Please be assured that we take these matters very seriously.
  
  ****************, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  *********************
  Director of Guest Relations