1. Welcome to VegasMessageBoard
    It appears you are visiting our community as a guest.
    In order to view full-size images, participate in discussions, vote in polls, etc, you will need to Log in or Register.

Appropriate compensation?

Discussion in 'Misc. Vegas Chat' started by urbanphotos, Dec 17, 2014.

Thread Status:
Not open for further replies.
  1. urbanphotos

    urbanphotos Tourist

    Joined:
    Dec 4, 2007
    Messages:
    58
    Trips to Las Vegas:
    23
    I stayed at Wynn for 2 nights and shortly before checkout time, all the water was turned off for the entire property. I called the front desk and they offered no remedy or expected time for the water to be turned back on. "It's an emergency shutdown, we do apologize."

    So I had to check out looking like a homeless person, unshowered, with a wild birds nest of hair.

    I told the TSA guy at the airport why I looked this way and he said I should get my money back.

    Should I expect a full refund for the 2 night stay, or is that unreasonable?
     
  2. NickPapageorgio

    NickPapageorgio OG of the Sal Sagev Hotel

    Joined:
    Jul 11, 2007
    Messages:
    2,508
    Location:
    Yuma, AZ
    Trips to Las Vegas:
    99
    I would say that a full refund is a little overboard, but penning a letter to the Wynn may gain you consideration for an upcoming trip. They may offer you free nights in the future, or meal credit... Letters (moreso than emails or phonecalls) normally earn some form of resolution.

    Nick:beer:
     
  3. ajp

    ajp High-Roller

    Joined:
    Apr 6, 2013
    Messages:
    601
    Trips to Las Vegas:
    5
    I would say that is unreasonable. Maybe a voucher to the buffet would have worked, but even that would have been a bit much if you ask me.
     
  4. dmr

    dmr Registered Abuser

    Joined:
    Feb 18, 2011
    Messages:
    4,648
    Location:
    Somewhere in Middle America
    Trips to Las Vegas:
    70
    When I worked in hotels, refunding a night's $$$ for no hot water, let alone no water at all, was not unheard of.
     
  5. broncofn

    broncofn VIP Whale

    Joined:
    Mar 16, 2013
    Messages:
    3,922
    Trips to Las Vegas:
    60
    Same exact thing happened to me at the Mandarian Oriental in DC a few months ago. There was no water on check-out morning. They did pick up all the bar/food charges so it was fine. All I had to do was drive home which takes 30 min and shower.
     
  6. ken2v

    ken2v This Space For Rent

    Joined:
    Sep 18, 2003
    Messages:
    15,193
    Location:
    Central California Coast
    I'd say we need a definition of "shortly before checkout." Couldn't be that shortly if the morning cleanup had not been completed in time to get to the airport, what with that window of time TSA expects of travelers.

    Morning of departure? Yes, a savvy hotelier will help out with something, a future free night, take some stuff off the tab. If it literally went off at 10:30 on an 11 am checkout time, call it rub of the green and move on. Full refund? No way.
     
  7. wanker751

    wanker751 Dutch Rudder Enthusiast

    Joined:
    Sep 23, 2014
    Messages:
    4,712
    Location:
    Chicago
    Trips to Las Vegas:
    13
    I had a similar situation at Flamingo, except at the start. I was sent to the wrong room type and 4 dirty rooms. The sent home some housekeeping due to a power outage from construction at Cromwell. Anyway complaints to the hotel manager yielded nothing much, I sent a letter and got that first night refunded. I doubt the whole trip would be refunded, if you express plans to come again maybe they will toss a night or a dinner at you.
     
    Downtown - Wanker Returns after baby!
    Wanker Returns After Baby
  8. Badger31

    Badger31 Low-Roller

    Joined:
    Feb 17, 2014
    Messages:
    163
    Trips to Las Vegas:
    4
    We also had a similar situation at Flamingo in August. Saturday morning, the power goes out in half the hotel at about 9am. It was out for about 2-3 hours. Casino was fine, but the north half of the hotel was all dead. The only thing that worked in our room was the card reader, so at least we could get in. No water either. I was going to say something Sunday during check out, but totally forgot. It was pretty inconvenient. Pool was shut down, couldn't shower.
     
  9. urbanphotos

    urbanphotos Tourist

    Joined:
    Dec 4, 2007
    Messages:
    58
    Trips to Las Vegas:
    23
    That's what I was thinking would be fair, one night.

    A strange noise woke me up at 3 am and lasted until 3:15. I thought it was the ventilation system but it was probably the plumbing. I didn't fall asleep again until 5:00 so I slept late, until about 10:30. Checkout time at Wynn is 12:00 noon so I had plenty of time to shower and shave. I thought. I also had high expectations for Wynn but I suppose all huge hotels have the same problems, regardless of how upscale they are.
     
  10. RPMCanes

    RPMCanes High-Roller

    Joined:
    May 29, 2010
    Messages:
    998
    Location:
    Lawrenceville, GA
    Trips to Las Vegas:
    12
    Don't write a letter, post on their Facebook page or twitter. That way the whole world will see how they react, and if they don't respond favorable, your story will be reposted/tweeted like crazy and they'll have a black eye that they'll be forced to compensate for.
     
  11. MikeOPensacola

    MikeOPensacola VIP Whale

    Joined:
    Sep 26, 2012
    Messages:
    2,959
    Trips to Las Vegas:
    55
    +1. Yep, put the ball in their court, keep the FB post non-threatening and as respectful as possible and you'll probably see positive results. Don't give them an out by presenting your request in the wrong way. My two cents......good luck. :beer:
     
    Annual Summer Bliss in the Land of Milk and Honey!!!
  12. leo21

    leo21 VIP Whale

    Joined:
    Jan 9, 2010
    Messages:
    4,712
    Location:
    Chicago South Suburbs
    Trips to Las Vegas:
    14
    At a minimum, a late checkout would be a reasonable start. At least a discount on that night would also make sense. Maybe it's me, but it seems like they don't empower your average clerk in Vegas to do much in compensation and put it on the customer to try and get to a supervisor. And then the don't understand why you left with your situation unresolved when you make a formal complaint or don't give them top marks on a survey.
     
  13. Electroguy563

    Electroguy563 Over-Fried Gambler

    Joined:
    Apr 26, 2011
    Messages:
    3,594
    Trips to Las Vegas:
    15
    You want a refund for the first night and part of the second? The water was working fine, wasn't it? You said shortly before check-out was when you had a problem.

    At most they should compensate you a free night in the future, or at the very least offer a dinner voucher or something along that line. No water before check-out is a bummer though.
     
    Going to Hawaii's 9th Island!!
    Going to Hawaii's 9th island!!
  14. breanna61

    breanna61 Super Moderator

    Joined:
    Aug 6, 2008
    Messages:
    5,906
    Location:
    Ontario, Canada
    Trips to Las Vegas:
    106
    I agree that a comped night is in order.....I seriously would hate to start any day, let alone a travel day, without a shower. I disagree with taking to social media or Trip Advisor unless a private email to guest services nets no results. A business deserves the opportunity to right a situation before that action is taken.
     
  15. DeMoN2318

    DeMoN2318 The DERS

    Joined:
    Aug 6, 2012
    Messages:
    2,072
    Location:
    Arizona
    Trips to Las Vegas:
    25
    If it was a lower end hotel would you expect compensation? Or is it because it was the Wynn you feel wronged?


    Seems you should let it go...imo. everyone had no water...not just you
     
  16. broncofn

    broncofn VIP Whale

    Joined:
    Mar 16, 2013
    Messages:
    3,922
    Trips to Las Vegas:
    60



    Exactly! It is a business and sh** happens with any business. Just like my experience with the mandrian oriental in DC (which we had a great time at and they compensated us) let the business try to make it right even though it is not their fault.
     
  17. dmr

    dmr Registered Abuser

    Joined:
    Feb 18, 2011
    Messages:
    4,648
    Location:
    Somewhere in Middle America
    Trips to Las Vegas:
    70
    The only time in Las Vegas that I remember having any charges taken off was back at the old Sahara years ago when I (and about 6 total strangers) were stuck in an elevator. It was late one night. The maintenance staff could not get the elevator going so they had to get the emergency crew from the elevator company out there to crank us up the next floor.

    When they got us out there was a security guy and a "suit" there. The suit took our room numbers and said we would not be charged for the night. The security guy asked if everyone was OK.
     
  18. urbanphotos

    urbanphotos Tourist

    Joined:
    Dec 4, 2007
    Messages:
    58
    Trips to Las Vegas:
    23
    I just received a reply from the e-mail I sent Wynn on Tuesday afternoon... they are refunding me for one night's stay plus tax (but not the resort fee.)

    That's satisfactory.

    I would have expected any hotel to offer some kind of compensation. Had I been at Circus Circus or Excalibur, however, and the water got turned off, I would have been less surprised. For a fairly new hotel that cost 2.3 billion to construct, I had higher expectations. I thought it would be more well maintained and have redundancies set up to prevent problems like this.
     
  19. Terry Benedict

    Terry Benedict VIP Whale

    Joined:
    Jun 27, 2010
    Messages:
    1,427
    Trips to Las Vegas:
    15
    I'm glad you feel good about it. Congratulations.
    And now you have a little Vegas story, too: "This one time, at the Wynn..."
     
  20. lotso-bear

    lotso-bear VIP Whale

    Joined:
    Jan 21, 2013
    Messages:
    1,215
    Trips to Las Vegas:
    111
    Generous of them to offer you a refund for one night's stay. Not sure if you have an AMEX Plat, but the Centurion Lounge has showers.
     
Tags:
Thread Status:
Not open for further replies.