Stayed at Encore this past weekend.  Worse Vegas hotel customer service experience.\n\nI drove from California early in the morning and had to wander around Vegas to wait for check in time, and the last thing I wanted was to stand at the check-in counter and argue with the staff for 10 minutes to prove I booked with a promo code to get my room.\n\nThe room was beautiful and the beds were comfy, but it already put a bad impression in my head. \n\nUpon check in, customer service was horrible.  I explained to the lady behind the desk that I had booked the room via the website under a room upgrade code, as long as there were room availability.  She refused to honor the code, stating that she did not see anything in my account about the upgrade.  After arguiing with her and pulling up the website for her on my iphone for her to see the deal, she barely glanced at the site and stated that she did not see anything.  She did not apologize nor offer to look into the matter.  She continued to tell me that I would need to pay an additional $50 for the room upgrade.  After about 10 minutes, she finally called room reservations, in which they double checked the website and finally acknowledged the deal and then allowed my room upgrade at no additional charge (which I was entitled to in the first place, upon availabilty).   She was not entirely apologetic for doubting me, which shows lack of customer service skills to me.  Even the room reservation person had to check the website to see what promotion I was referring to.  Isn't that their job to know what deals they have available, especially if I am booking from their website? \n\nIn addition, I had an issue with the concierge.  As I was walking to my room, I spoke to the concierge desk about purchasing XS passes.  I clearly stated that I needed to go back to my room to ask my friends whether we wanted to purchase our club passes through concierge or try our luck and stand in line for XS and pay only $20 for the entry fee.  I asked if it would be okay to order over the room phone if we decided to purchase passes through concierge, and she stated that it was completely fine, and that I would just need to show my ID upon picking up my tickets.  When I got back into my room, we decided to pay the $25 and purchase from concierge.  The concierge was hesitant to reserve my tickets for me - telling me that I had to go back downstairs and reserve in person.  After I explained to her about my previous conversation, she reluctantly reserved my tickets for me. \n\nI can't understand why the staff is so reluctant to be helpful and everything is a NO or an argument with them.  Instead of being 2 steps ahead of the clients, they are 10 steps backward.