Originally Posted by
bocastephen
I have to disagree - the Wynn section on Yelp has a wide variety of reviews, not just negative, but the recent few negative reviews all touch on the same theme as mine. Dirty rooms, poor housekeeping practices, rude/disinterested/arrogant staff, non-existent service recovery. Expecting a king room is not a miracle - in fact, we spoke with the event agency who was watching inventory and knew there were actually king rooms available when we checked in as part of their block assignment, so we were lied to by the front desk agent and manager.
The travel agent is the room block operator, they are not a Virtuoso agent like myself who has the means to offer amenities, service recovery, etc - they have a room block for half the hotel, and the rates do not include any other services or amenities, which is part of the reason we were made to feel like second class citizens at check-in.
This is not my first visit, as stated in the review, I've been coming here for 15 years and have noticed a fairly consistent decline in service quality, increasing in velocity after Wynn Resorts went public, then even more so after Wynn departed the business.
If the agent blocked king rooms, and you were not given a king room, that is 100% the fault of Wynn. I am very familiar with group sales, if it was blocked you should have been given it. Considering the extreme occupancy levels in Vegas, "hoping" for a king, even though they see them in inventory is akin to "hoping" for a first-class seat just because the seat map still shows first-class seats. This is one thing that is rather black&white. We can parse it any way we desire, but you were misled or made to "hope" you would get a king room.
The thing I will agree with on in a half-half manner is that group blocks often are negotiated all on price and get allocated the worst rooms. But, truthfully, there are not really "worst rooms" at Wynn Las Vegas unless you really want to discuss high versus low floor or TS versus Resort Side. But, TS is a totally different product.
I will agree service has not gotten better, but it is nowhere near as bad as you describe. IMHO, of course. But, the thing that gets me, is if you are visiting so often and the service is consistently lousy,
WHY are you staying there? Life is too short; when a brand lets me down 2 or 3 times, I stop spending my money at that brand. Full stop. Always vote with your wallet. Even if it costs you more.