I was going to Las Vegas - for the first time - with girlfriends for my 'girls weekend' in March before my May wedding.
We made online reservations and went to the airport early on Thurs morning for a 4-day trip. I called to request early check-in and found out that I had somehow messed up the reservation dates (booked for earlier in the week). The woman I spoke with said it shouldn't be a problem to fix it, and to speak with the manager when I arrived at the hotel.
I was pretty upset, as this is the last thing you want to happen when you are going on a fun trip. I arrived at the Wynn and speak with the reservation agent, manager on duty and the General Manager of the hotel. I explained the situation and was told that the hotel had availability and the dates could be fixed (which I expected as it was at 40/50 % capacity) but that we had lost our deposit. This was due to the fact that the "deposit had already posted" early that week, so I was told. Since I had reserved two rooms, lost about $500.
I am quite familiar with the hotel management industry, and I know this was a bogus response. I am quite shocked that the manager and GM were so inflexible and unwilling to help in this situation. And quite unfriendly and rude. We were offered late free check-out (which apparently is $150/room) but we were all leaving early so that doesn't benefit us. I asked if any kind of food credit would be possible , to make up for the lost $500, since we planned on eating at the hotel and we would probably eat there more with the credit. I was told no. I was also told that the hotel was at capacity, which it clearly was not as they a.) had rooms available and b.) the lobby was dead and empty as can be and c.) the woman I spoke to that morning mentioned they were at half capacity.
I'm really quite truly shocked that the management was so unwilling to make some kind of deal, and more so for the way in which they handled the situation. They weren't willing to even give us a rebate/credit for half the amount. It was our first time out there and we were really looking forward to it. We had planned to eat at the restaurants and go to the clubs at the Wynn. Estimating we would have given them a couple thousand in business. Which, I guess the management didn't really care about losing.
We called the Bellagio and promptly left and booked rooms there. They were offering room rates of $139/night which made up for our lost deposit! The hotel lobby was packed and we let the bad experience go and had a wonderful time on the trip. I am very thankful that we left the Wynn. We had a lovely time at the Bellagio. Make sure you check out the Bank (lounge/club) at the Bellagio as well as the chocolate store in the hotel. The 24-hour cafe has great food choices and the Cirque Show, "O" was unbelievable!! Highly recommend it!
Shame on the Wynn management team for treating customers this way, especially in this economy. I'm sure they don't care but I have told all my friends and family about my experience and plan to continue to do so. I think it is unacceptable to be treat customers like that, and suggest Steve Wynn might want to have his managers get some professional training!