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AITA or is Wynn losing on customer service?

Discussion in 'LV Strip Hotels' started by Christina6001, Dec 11, 2021.

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  1. MCOtoLAS

    MCOtoLAS Vegas Enthusiast

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    I totally get that. It is listed on their website as one of their dining options and, in my opinion anyway, should be held to as high a standard as any other restaurant on property. I was honestly shocked at the quality of food and lack of service for a restaurant suggested to me by the front desk agent. As I said, I'm sure my experience was a one off and would expect other dining options to be fantastic, still stands though that I'm not in a hurry to go make a special trip back to an area of the strip I don't frequent anyway.
     
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  2. 44inarow

    44inarow VIP Whale

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    Let's be clear here -- a lot of these "hourly employees" take an enormous pride in their work and their product. And many aren't even hourly, they're salaried staff. There are people working at Strip resorts since opening day, which for some places is decades.

    This isn't the Applebee's at DFW. It can take years upon years to get a sommelier certification, and a guest getting into it because they just didn't like the wine is something that they are going to, and should, take personally, because it reflects on their ability to do their job. It's not about whether or not they have to pay.
     
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  3. 44inarow

    44inarow VIP Whale

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    I think that's a little simplistic, as many, many Vegas restaurants are not 100% resort-owned these days. Same for the nightclubs, the shops, etc. I'm with @MCOtoLAS that the mere fact of someone else having a lease on that space excuses poor service. Even the Taco Bell at Harmon Corner is efficient and friendly, after all.
     
  4. MCann

    MCann I can't complain, but sometimes I still do...

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    I imagine so... I got the platinum match and you can use the birthday credit from that. They also sent me an add-on offer if I booked a casino offer I my birthday month which explicitly stated it was in addition to of the casino offer, and it is a lower amount than the platinum credit and required a stay. I imagine I could use all three if I booked a room, but I'm coming right at the end of the calendar year and opted to go pick up a platinum MLife card instead, because I left in November 8,000 some odd points shy of that.
     
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  5. MCOtoLAS

    MCOtoLAS Vegas Enthusiast

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    I guess we'll have to agree to disagree. While you should absolutely take pride in your work (I also work in restaurants and have taken it personally when a guest sends something back) when it comes to a standard item like a bottle of champagne that no one in the restaurant actually made themselves, there's no reason to take it personally, especially when the guest already knows they like that particular bottle. It also seems that it wasn't just a disliked flavor but was actually bad. I guess with a little more info we'd know if this was a life long employee or not but regardless, the situation still could have been handled to the guests satisfaction better.

    The way I read things, OP didn't seem to be getting into it with the somm but had a a genuine issue that wasn't addressed properly, especially for the caliber of restaurant and property we're dealing with. Just tells me that if they aren't willing to fix what seems to be an easy issue without placing the blame on the customer that it's probably not a place for me personally.
     
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  6. Zzyzx

    Zzyzx Low-Roller

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    it’s a bottle of champagne that costs thousands of dollars…it’s not like someone said their Coke was flat. I’d be somewhat defensive too, especially if I were a somm who thought it was normal
     
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  7. Christina6001

    Christina6001 VIP Whale

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    Okay people seem really focused on what happened at Sinatra. That was one of three examples of how customer service has gone downhill. I don’t and didn’t get into it with staff or somm there so I’m not sure what I wrote that insinuated that. I think we can all agree that it should have been handled differently (ie replace bottle, offer alternative, or take off the bill) or not lol.

    It should have been an easy resolution. I didn’t like it (it smelled off, there was a weird bitter finish at the very end and it caused a minor tummy ache so one of my friends thought it might be a yeast issue). We suspect it was a cork issue since that wasn’t immediately given to me. I have no clue other than it didn’t smell or taste right to me. It was very faint and more toward the finish, but it was off putting so I couldn’t drink it. It wasn’t enjoyable. For me, it either tastes right/good or it doesn’t. Even if I was completely wrong about the bottle being bad, that was my opinion. The weird sound of it opening, the bug and/or foil at first pour, not giving me the cork immediately, and the bad taste (to me) makes me believe that something was wrong with that bottle. I was overruled by the two somms. Ultimately, I didn’t like it, which is why I told them I wouldn’t drink it. At that point, they should have asked if I wanted to order something else. Thats just good customer service. And let me be clear, I have had this before so I know what it tastes like and enjoy it. I’m not pointing at a random bottle to try it for free. I ordered this specific bottle because that was what I wanted to drink with the meal I ordered. Its really too bad cuz the food and waiter were both really good. Not having my champagne just felt like something was missing. Plus making me feel bad for saying it didn’t taste right to me and me crying at the table during my meal doesn’t exactly make it a pleasant dining experience. I was texting with friends all night describing what happened and trying to find someone that I trusted to come taste it for me, but no one was available. If I was wrong, then okay, no problem paying for the bottle and I’ll pay for another bottle. They could even have said, it tastes fine to me, but if you don’t like it, we would be happy to offer an alternative. Honestly, after all that, I thought they would take it off the bill and the fact that nothing was done is what shocked me. Is it the end of the world? No. I paid and tipped, and then I went to Delilah and had another bottle of champagne that I enjoyed. I just wasn’t going to order another bottle at Sinatra.
     
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  8. NickyJ

    NickyJ Low-Roller

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    Thank you for posting about the new Master Classes! I wasn’t aware of them and just booked one. I’ve always reserved them by emailing Concierge Services and have not had any issues. I prefer that to calling. The Wynn concierge staff has always provided me with professional, personalized service. My guess is they are inundated with reservation requests following the summer match offer. Whoever designed the new Wynn Rewards may not have considered the impact of the new perks on the concierge staff. Pure speculation, but I assume Wynn might not want to go to online reservations for the classes, as someone suggested, because they may want the ability to tweak attendance. The classes are small, and I’d assume they’d want some ability to make the class available, for example, to a Black card player with a 5-figure loss over someone with a Platinum card match and no play/stay history? Reservations could purely be first come, first serve, but knowing how Vegas works, I wouldn’t be surprised if they aren’t.

    Regarding your offer freebies, the $100 resort credit should have automatically come off of your folio. I hope it did. The Red Card desk employees go by the book. They would have added your $100 free credit to your card during your stay, but since you inquired after your trip, I would have expected them to adhere to the T&C’s and point you to a host. Hosts have some leeway. You don’t mention how many points or comp dollars you earned, but giving you $100 free credit at this point would be considered a backend comp. If your play didn’t warrant any, I’m not surprised she said no. I’ve found Wynn to be very fair with comps, and feel I’m comped appropriately for my level of play.

    I really enjoyed following your EDC trip report (where you shared your dissatisfaction with the Wynn CW). You fit a lot into a trip! I’d bet the CW wasn’t intentionally ignoring you, they’re busy, it’s happened to me. I stayed at the Wynn in October and November. The casino floors were busier than they had been in months, CW’s were working hard with large areas to cover. Yes, wait times could be long for a drink, but when that happened I’d find an alternate way to get one. I like to machine hop, so my last trip I got a few drinks from the Tower Suites Bar and took them on the floor. To be honest, a CW would need to do something egregious before I would track her down and ask to speak to her manager. I wonder how many players were left waiting for their drinks when you interrupted her drink service?

    As for the Dom P2, I won’t add much except to say I’m a little perplexed why you would ‘gift’ the bottle to a VMBer if you thought it was undrinkable?

    To answer your question, I do not think Wynn is losing on customer service. They have had some ‘growing pains’ since the departure of SW. However, during the pandemic I felt they led the way in health and safety on the strip. The property is far from perfect, stuff happens, especially now with staffing and supply shortages. However, unless you up your game, and stay somewhere like the Mansion, IMHO, I think you will be hard-pressed to find consistently better service anywhere on the strip. I hope your next trip to Vegas is fabulous, wherever you decide to stay!
     
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  9. Christina6001

    Christina6001 VIP Whale

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    Love your well written response @NickyJ !

    If Wynn did online reservation for the masterclasses, couldn’t they keep a few tables/seats on-reserve for high players that want in last minute? Don’t they do that for popular restaurants and shows? I’m with you—I like emailing vs calling since I have a record of the communication. There’s no wait, except for the reply. I had no issues the first reservation and seems like this new reservation went better than the second one! What did you sign up for?

    for the free play, I read the terms and conditions that says it expires after the reservation so that was my fault for not knowing to go to the rewards desk to get it and for not reading it earlier. But I do think in the past, they would have accommodated and let me know what I was supposed to do and offered it as a one time courtesy. For sure, I barely played that stay and I’m super small potatoes. But my headspace at the time I spoke to them and when I posted this was that an offer was made and accepted so the offer should still be valid and I couldn’t understand why they wouldn’t issue it. Now I do.

    For the cocktail waitress, waiting for a drink order is better than waiting to order a drink while others around you are ordering a drink. I still feel she ignored me on purpose, but we won’t ever know. Over an hour wait seems like a long time to place a drink order, especially if I was on the same machine the entire time. I don’t think the other customers had to wait much longer because of me since I was the one waiting for the manager (not like she waited with me—she continued working). But for anyone that waited an extra 5-10 minutes, sorry!

    The Dom was given to a VMBer because it would have been thrown away (I tried to give to my waiter to drink it after he was off work, but he said he couldn’t take it and it would be thrown away). I explained what happened to the VMBer and said it doesn’t taste right to me, but the somms think it’s fine so its up to you if you want it since it was already paid for. I also stated I felt kinda bad giving something I thought wasn’t good and it would be totally okay if it was rejected. It was accepted and I was happy someone got to enjoy it.

    honestly, I didn’t know that ownership at Wynn had changed hands. I just noticed that the service had gone down. I was there during COVID too (didn’t stay there, but ate and drank there). So from years ago before COVID to now, I do notice differences in service.
     
  10. smartone

    smartone VIP Whale

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    Respectfully, I’m guessing you’re undefeated in debates. I can relate.
     
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  11. eksantirik

    eksantirik High-Roller

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    Usually, an establishment, or a company goes downhill; when the founder/owner leaves. With some exceptions, professionals cannot match the motivation and energy the founders have for their baby (business).

    Steve Wynn was the person who redefined luxury and service in Vegas. I haven't been to Wynn for a while, but I wouldn't be surprised to see Wynn/Encore going downhill, following his ousting.
     
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  12. Cageet

    Cageet VIP Cow

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    Then don't put "AITA" in your thread. Don't even ask it. The answer is no, at least from your perspective. Why invite an analysis on your own actions?
     
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  13. Christina6001

    Christina6001 VIP Whale

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    @Cageet

    The AITA was in regards to asking for the free play that was part of the offer I accepted. I learned from the terms and conditions that I shouldn’t have asked as it specifically says it expires after you checkout.

    My comment that we can all agree it should be handled differently was in regards to Sinatra because that seemed to have spurred a lot of discussion.
     
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