| rev:text
| - The room decor, casino decor and sportsbook rate four stars. The customer service from the front desk, reservations and casino hosts rates two stars.
Yes, this is an upscale hotel and I am all about upscale. I love fancy things. My issue with the general customer service at Wynn is that it's so pretentious. I constantly felt like they would only be nice to me if I started flashing my money around, which is counter-intuitive to my general philosophy in life which is that you damn well better be nice to me if you expect to get even one little bit of my money. There is way too much competition in Las Vegas to get my gambling dollars to be treated the way we were treated at Wynn.
First off, they messed up our reservation and gave us a king bed instead of two queens, and then tried to pass it off as my mistake. Casino marketing reservations does not send confirmations so I could not either notice it in advance or prove anything different and they would not change it for us and attempted to sound all put out about sending a rollaway since they "already have a long waiting list" for rollaways. I didn't want a damn rollaway but I requested one just for spite. When we checked in, we were not alerted to the bed situation and when we asked where the sportsbook was the pompous desk clerk arrogantly said, "Just follow the smoke". OK. So, you sorta insulted us for hanging out in smoky places and you also dissed on your own property. Nice.
Next, a sketchy incident occurred when we were still asleep the first morning and, despite our posting of a "Privacy Please" sign, someone entered our room, turned on the light, did *something* and left, all while we were still asleep. I woke up but was so dazed and since we were pretty near the elevators, I didn't get to the hall in time to see who it was (and I was in my PJs so not about to go sprinting down the hall).
The rooms are nice but a bit dark with the dark brown walls. But, they have a big window and they're fine but certainly not the nicest in Vegas. The bathroom is very nice. The walls are thin and we had noisy neighbors. The beds are comfy (but honestly less so than at a few other places in Vegas).
The next major customer service fail was when I attempted to request a late checkout (on a Monday morning when they were not really that booked full from the night before) and I was denied a 30-60 minute extension. I was told to contact a casino host to get an override. OK, I'll check it out. The casino host was one of the biggest assholes I've ever encountered in my lifetime. He, of course, reviewed my account for the weekend and noted that I had a promotional rate so I wasn't going to get anything. I hadn't asked for anything - this was before I had even alerted him to my purpose for contacting him. But, here's the thing. If you send out promotional offers for good room rates, I'd be an idiot for not taking it and instead choosing to pay a much higher rate, wouldn't I? And, if you're going to be completely rude to people who accept these offers (and screw up their reservations, too), why even send them out? When I told him I really just wanted a later checkout time so I could just play a bit longer (i.e. give them money) before I went to the airport (without hassling with baggage check for only 30-60 minutes), he said, "What's the difference between 12 and 12:30?" ignoring my money losing potential for the added time, and I said "You're right, and I have no desire to spend my money here". I went and spent it at Palazzo instead.
With that said, I thought the bartenders, cocktail waitresses, sports bet takers, and players' club people were very nice. I do hate that the Wynn really has no place to eat that is mid-range. I go to Vegas to gamble and, while I do enjoy fine dining, I'm just not always up for it when I'm there. At Wynn, they have upscale dining and then they have cafeteria-style dining. Stratta is sort of middle of the road but it's definitely not casual. We found ourselves constantly venturing out for other food, particularly at breakfast since the casual breakfast at the Wynn does not seem to exist.
All in all, I would probably not choose to stay here again. There are other upscale options in Las Vegas that are just as nice, where the customer service is better and they don't act like they are doing you a favor by letting you give them your money.
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