- Report: #583140
Complaint Review: Wynn Las Vegas - Las Vegas Nevada
Reported By:
Los Angeles Brad -
Los Angeles, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Wynn Las Vegas
3131 Las Vegas Boulevard South Las Vegas, NV 8910 Las Vegas, 89109 Nevada, United States of America
Phone:
877-321-9966
Web:
www.wynn.com
Categories:
Business Rating:
(0)
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Wynn Las Vegas Theft at te Wynn Hotel leaves customer being told "there is no proof" Las Vegas, Nevada
My mother and father in law checked into Wynn las Vegas. During their 2 day stay, my mother in law had some clothing stolen from her suit case. She filed a report with security who told her they would respond in 5 days. No one responded. 10 days later I sent the hotel's COO and VP of Security the email below. They had someone call her today telling her there was no proof there is nothing they could do.
This coming from a 5 star, 5 diamond hotel?
BE CAREFUL IF YOU STAY AT WYNN!
Dear Messrs. Wooden and Sadhwani:
My mother in law Monica Stanek was a guest at Wynn Las Vegas. They arrived on Monday, March 8th for 2 nights.
During her stay, a theft of personal belongings from her guest room occurred. She packed lightly because it was such a short stay. They drove from Los Angeles to the hotel. They did not use a bellman but her and her husband each pulled their suit cases to the room upon check in. The also carried their luggage to the car upon check out and did not use a bellman. They drove directly back to Los Angeles. That evening she did not unpack. The following morning when she went to unpack, there were several clothing items missing from her suit case.
She telephoned the hotel and reported the theft. She was provided a claim # of 18667707545 and report 3736. She was promised that someone would follow up with her in 5 days. That follow up has never occurred.
I understand that your position will likely be the ladies and gentlemen of your housekeeping division or anyone who had access the room has had a criminal background check, and that theft is unlikely to occur at your property. I also understand that you support your employees, which any fine employer such as Wynn does.
Having said that, these items were in fact stolen from her suit case while at your property. The property failed to respond to her as promised in a timely manner. She really would like the stolen articles of clothing back.
Clearly this is not what a guests would expect at any hotel, let alone a AAA and Mobil 5 star, 5 diamond property, but what one does expect in addition to not having personal belongings stolen from the room is the professional courtesy of a follow up as promised which never occurred.
I would appreciate your immediate attention into this matter. My mother law resides out of the Country and will be traveling home in a few weeks. You would really wow her by retrieving the stolen items and sending them to her while she is in Los Angeles.
Please feel free to contact me directly at xxx_xxx_xxxx should I may be of any assistance.
I look forward to your reply,
3 Updates & Rebuttals
radiantheart777
las vegas,Nevada,
United States of America
Same thing happened to me
#2Consumer Comment
Wed, April 28, 2010
I had the same thing happen. My purse was stolen at Blush Boutique Nightclub. I had my purse on me, I knew the people who stole it and the time, I reported it within 5 minutes of it being stolen. There were so many issues that took place, these people were using my credit card next door that night, a stolen on at that!! The Wynn security filed the complaint and told me they would investigate the matter by camera. They said they would reach me within 72 hours, which they never did. I called back and no one seemed to have a clue what I was talking about, It was obvious nothing was checked. I was told very rudely, that they didnt find anything after going through about 6 people. Then, about a week later, I went in personally to the security to see if anything was found, the lady there called and said that the purse was found and described it and its contents in full description, filed in my name. I waited a half an hour, so relieved and excited to at least have my id back for someone to come upstairs, only to find the man empty handed and telling me the person downstairs had made a mistake and was reading it wrong. Never received any follow-ups or proper attempts at making the matter right...so your lucky.
Los Angeles Brad
Los Angeles,California,
United States of America
They called and did the right thing!
#3Author of original report
Sat, March 20, 2010
The management phoned shortly after posting. They'll do the right thing. It takes reaching the right person who is guest service driven and cares.
Robert
Irvine,California,
U.S.A.
No Proof...
#4Consumer Comment
Sat, March 20, 2010
They are saying there is no proof that their staff stole anything. Now, I am not saying that someone did not steal the items. But what proof do you have that they did. The answer is you don't have any proof other than your feeling.
Think about it logically. The Wynn is a High End Hotel, that probably has people keeping thousands of dollars in very high end clothing, jewlery, and cash in their room. Why would an employee(or really anyone) risk not only their job(if they were an employee) but possibly their freedom on a few clothing items.
A bigger problem in your case, especially if they packed "light". Is that it took your MIL until they totally unpacked when they got back to notice that the items were missing. Did she not look in her suitcase at all during the trip?
Also, your dates are a bit off. If they arrived on March 8th for 2 nights that means they left on March 10th. She did not unpack until the next morning which means the 11th. If she contacted them that day, they said they would respond within 5 days. Well the 5th day would be the 16th. They contacted you on the 19th, which is only 8 days(2 of which were weekend days) after it was initally reported. Whether they did that because of your e-mail or just because that is when they finished the investigation is impossible to tell. So while it is beyond the 5 days promised, it was not 10 days that you are stating.
There are other possibilities. Perhaps the items fell out of the suitcase, especially if she did ANY unpacking at the Hotel. If these items were small enough, or blended in with the sheets(for example), they could have easily have been tossed by mistake.
Again I am not saying that something did not happen. But you are trying to hold a Hotel responsible with nothing more than your feeling. Just based on what you wrote here there is no proof that anyone involved with the Hotel took anything. Hopefully you will find the items, but at this point expecting the Hotel to return them is a bit far fetched.
