Kelly Mondora

Review of Wynn Las Vegas Casino & Resort

I normally don't post reviews but had to after my ...

I normally don't post reviews but had to after my last experience. I absolutely loved my stay at the Wynn until it was time for me to check out. I have frequented Las Vegas over 50 times in the last 10 years and usually would stay at the Venetian but wanted to give a new hotel a try. It was becoming my new favorite until I called down to the front desk upon reviewing my bill on the TV and mentioned to them the room upgrade I was quoted was substantially higher then what I agreed to. I figured they would just apologize and take care of it. I was wrong. The operator told me that was what I signed for and there was nothing I could do. I clearly remembered the amount I signed for and by now it was the clear principle of how I was being treated. I asked her if she could pull it up and she told me. "I already know what we sell upgrades for and we would never sell it to you for that." I asked to speak to a manager at this point as all I was asking for was the adjustment to what I was quoted upon checking in. She was even ruder and laughed at me when I questioned it telling me I was mistaken. I was shocked but the worse is yet to come.

Frustrated, my husband took over the phone call and insisted this woman find our signed entry upon checking in. After my 20 minutes of trying to get this same thing, I guess it took a man for them to listen which is sad and shocking in itself. It wasn't even that big of a deal to us on the price difference, it was more the principle that we were basically told we were lying. They came back and found the bill and the price we were stating we were quoted is exactly what we had signed for. The manager didn't even apologize and just said I guess I will adjust your bill then. When we asked her name and her managers name- she laughed at us. Again, we were just shocked and honestly waiting for someone to come out with a camera saying we were just punked or something. That never happened. So this went from our new favorite hotel to one of the worst customer experiences I've had anywhere. Needless to say, we are back to the Venetian.