Consumer Complaints: A disappointing stay at the Wynn


There are certain things in life for which "you get what you pay for." In my opinion, hotels in Las Vegas definitely fall in that category. I like staying at nice hotels, and I usually feel the extra money is worth it. But not at the Wynn Las Vegas a few weeks ago.

Earlier in the year, I stayed at the Wynn, and I enjoyed it. I was disappointed at the fact that the stone floor in the bathroom was dirty, but didn't think about it too much. Some things can be overlooked when cleaning a room, right? I returned to the Wynn a few weeks ago to find another dirty bathroom floor and dust bunnies floating around the entrance to the room. It was clear that the floor hadn't been cleaned in some time, but what to do? I thought about calling the front desk to complain, but feared revenge from the hotel staff. The first thought that came to mind was what might happen to my toothbrush. (I also never send food back to the kitchen when eating at a restaurant. Who knows what might happen at the hands of an irate chef!)

At the end of my stay, I checked out of the room and told the front desk staff that the floor was dirty and I was disappointed. She said, "Did you report it to us?" I said, "Yes, I'm reporting it to you now." She said, "But you didn't report it earlier?" I said, "No, I'm reporting it now. The room was not as clean as it should have been." The front desk employee promptly finished my paperwork, handed me my receipt with a blank look on her face, and thanked me for staying at the hotel.

No, I'm not skipping any parts of the story. The employee did not even apologize for the unclean floors, nor acknowledge that I was unsatisfied. You can guess where this is going. I don't plan on staying at the Wynn again. There are plenty of other hotels in Las Vegas which would be happy to accommodate me. I didn't want much from the hotel other than a clean room, and an apology for the room that wasn't clean. But the failure of the employee to even acknowledge my disappointment made things much worse. Where have basic customer service skills gone?

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Tracy L. Coenen, CPA, MBA, CFE performs fraud examinations and financial investigations for her company Sequence Inc. Forensic Accounting, and is the author of Essentials of Corporate Fraud.