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| - I recently stayed at the Wynn for a special occasion and was incredibly disappointed. When booking the room I specifically asked for a strip facing room with two beds, and I told them it was for a special occasion. The Wynn room agent said no problem for two beds with a strip view, but the floor would be determined at check in. They said that since it was a special occasion they would take care of us. (1st LIE)
Upon checking in around 1:15PM they said our room was not ready, but they would text me when it was. I was again confirmed that I was getting a 2 bed, strip view room. The front desk agent assured my that I was getting a high floor, 2 bed, strip view. (2nd LIE)
Around 3pm I got the text that my room was ready, when I retrieved my room keys I was told that I was getting a golf course view room. I explained to the agent, what I requested, reserved, and paid for was a strip view room, and that I was told at booking and at check in that that is would I would be getting. He told me that the Wynn didn't have any 2 bed strip view rooms! Why wasn't I told that when I booked the room or at check in? Since we had dinner reservations at 4pm, and show tickets at 7pm, I didn't have a lot of options.
When I got to our room, I found our view was anything but special. We had a full view of a construction site, a partial view of a golf course, and right smack in the middle of our view was the Encore.
I called the manager and spoke with Ruben who said he was very empathetic but the only thing he could offer was a bottle of champagne. Seriously? Planning a special event for months, only to be lied to twice about the room we requested, and the "sorry" was a $10 bottle of champagne?... Really? And that is what they call first class customer service? Ruben informed me they could do nothing about the price of the room. I declined the champagne and decided to salvage the evening and have fun, despite being lied to.
The next morning I was still upset about our room view and being lied to, so I spoke with Ruben again, and the most he would compensate us for being lied to was $50 off or $300 room rate. That covers the resort fee.
I checked out using the phone. I told them I didn't want to stand in line, and if I could get my room invoice without standing in the check out line. The operator told me to go to the side desk and they would have it ready for me, no standing in line. (3rd LIE). When I got there they told me I would have to stand in the 30 minute line, I wanted to avoid in the first place.
I also lost a pair of sunglasses when I went to lost and found to determine if they were turned-in, the security officers were incredibly rude, which just added to my already disappointing experience at the Wynn.
On principal alone, a business should not promise one thing, charge the customer for that item, and then give them something completely different. I believe they call that "Bait and Switch" and it's illegal.
If the Wynn did not have the type of room that we wanted, they should have just made that clear when I booked the room.
When I was trying to decide which hotel to stay at for our special occasion, and clicked on the "About Us" tab on the Wynn website, and found the following;
"Our commitment to making every visit a once-in-a-lifetime experience to our guests is what makes us who we are."
Honestly, they fell very short on their commitment to us...
First and last time staying at this resort.
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