baccarat_king

Most of the time, people post negative reviews. To me, it is the big picture. Also, casino guests do not really get anything special with regard to housekeeping services. Same rooms/suites and same housekeepers, daily cleaning and turn-down.

Now, regarding Vegas, not an excuse but a reality:
"True luxury" is next to impossible to deliver in Vegas. I find that Wynn/Encore Tower Suites, Crockfords, and Four Seasons Las Vegas do a decent job. But still, Vegas is Vegas. You also have other niche products like SkyLofts and Aria Sky Suites that consistently deliver.

Setting aside the "true luxury," Vegas hotels are too large to deliver consistently. There is no excuse for bad housekeeping, of course. But, it happens and happens more often in Vegas. But, the other questions become:
How was the bell service, in-room dining, check-in/out experience, turn-down service, spa, pool, breakfast (Tableau, Jardin, Terrace Point), etc.?

Also, you mention: "more of the travel agent's fault for misleading everyone in their confirmations," -- and while I know you were hoping for a miracle at check-in, this will not happen in a 100% full Vegas situation. I would be more curious what service recovery the travel agent provided. Did you contact the travel agent and have them adjust the rooms? They give you a discount for misleading you? Did they send additional amenities? To me, this is the much bigger issue and started your trip off on a horrible note. In my experience, when clients/customers/visitors start off their trip badly -- they tend to view almost everything else in a very negative light. I get it; that is human nature.

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.

baccarat_king

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.

bocastephen

Because this is where the medical meeting was booked, not much of a choice especially for 730AM class start times. When we're here for leisure, we usually stay at Aria with Virtuoso unless the Wynn or Bellagio have low rates.

I am trying to figure out the offer situation here. We have friends who get consistent midweek offers at the Wynn that are very, very cheap and they just play, according to them, penny slots. I reactivated my card during the last stay, and have been playing video poker this stay to try and run up my points balance, but in the past few months I haven't received a single offer while they continue to get them frequently.

I will say something about the service - every housekeeper, maintenance person and custodial person I've encountered this stay has been super nice, pleasant, warm and welcoming. I can't make it down the hall in the morning without multiple 'good morning' greetings, but for the FD and other "suited" staff, it's pretty much the opposite.

baccarat_king

I have written a lot about this (big picture). It is also a big topic of conversation in the TZ FB Group (maximizing comps.)

Your main issue here is theo from video poker, especially if you are playing anything close to full pay VP (You did not mention what you are paying). Many years ago Wynn decimated earnings on VP.

The main data points that have to be looked at:
- What VP game are you playing?
- How much daily coin-in?

I would say unless are doing significant coin-in on a daily basis (also remember, my oft-repeated concept of "big day of play, don't mess it up,") video poker players get very little love. Low-rollers are better off giving up EV and just playing slots. Also, penny slots can mean 50cents a spin or $25 a spin++ (so it's not really an accurate description). Much like travel loyalty, you need to get real numbers and data points from your friends:

- What game were you playing?
- How much per spin?
- How much coin-in per day (for the stay)?
- Win/loss? for the day (stay)?

Also: people are seldom very honest about their casino action. Especially slot players. "I'm a small player." "I barely play." "Only play penny slots, nothing much." I've seen terms like that range from someone with a bankroll of $200 a day to someone who is willing to risk $5k a weekend.