Trip16111374629
Business · November 20252/10
I regret having to write this review. I have always felt that the Wynn hotel was the best hotel in Vegas due to their unwavering commitment to customer service and satisfaction. Unfortunately, this ...I regret having to write this review. I have always felt that the Wynn hotel was the best hotel in Vegas due to their unwavering commitment to customer service and satisfaction. Unfortunately, this has apparently now completely changed.
I have stayed at the Wynn many times and stay every year for a conference that I attend. I have always been impressed with the quality of their product and their outstanding customer service. Not this year!
On my most recent stay at the Wynn in October 2025, I ordered room service consisting of shrimp cocktail and a Cobb salad. Expecting an outstanding meal, what I received was tasteless shrimp, hardly any shrimp cocktail sauce, which I requested, and a Cobb salad with undercooked chicken, under cooked bacon, and barbecue sauce, drizzled all over the chicken onto the salad, ruining the salad itself, which was supposed to have ranch dressing. I ate the shrimp begrudgingly, but hardly ate any of the salad, because it was so distasteful, unappealing, and unpalatable. To top everything off, later that evening, I experienced abdominal cramping and diarrhea.
Knowing that the Wynn prides itself on customer satisfaction, I had no doubt that the Wynn would make things right. I contacted guest services, and explained the whole situation. To my tremendous surprise, they told me that they had to conduct an investigation into my situation. I was expecting that they would immediately either take the charge off the bill as any reputable restaurant would in a similar situation, or offer me another food item. It took several days, but finally I received a phone call from Jason Wolverton, the apparent manager of guest claims. He rudely and unempathetically advised me that he had reviewed the generic kitchen logs from the time my meal was prepared and assured me that because of this information, he was able to ascertain with 100% certainty that my particular meal was prepared perfectly, which is obviously impossible and ridiculous. But despite me challenging him on this point, he told me there was nothing they were going to do to make anything right for me about my bad customer experience with this meal. I was shocked, disappointed, and disillusioned that the hotel that I always felt was the best on the strip would treat a guest, especially a regular guest who was attending a large yearly meeting at the hotel, this way.
My final attempt at allowing the Wynn to live up to its prior standards was to email guest services after my stay. After writing an email, consisting of describing what had happened, I received a reply and a phone call from Bridget Schraderfrith, who described herself as the “assistant director”. She again told me that the kitchen logs proved that my meal was cooked perfectly and that I was wrong in my dissatisfaction with my meal. I was aghast when she again told me that the Wynn hotel was going to be doing absolutely nothing to rectify my issue. Despite their guest, myself, being completely dissatisfied, and frustrated with the whole situation, all she could offer was her arrogance and insincere attitude, that again nothing would be done to provide any service recovery for their guest, me.
And this is how the story ends. I wanted to warn potential future guests of the Wynn hotel, that they have lost their way and lost their commitment to outstanding five star customer service. I would give them zero stars for the way in which this was handled.
I do not think it is worth paying the premium price for staying at this hotel, if they will not stand by their products, and do the most obvious thing that even an “App such as DoorDash would do, and certainly all reputable restaurants, that when a customer does not feel that a meal is prepared properly, it is either taken off the bill or another meal is offered.
The two Wynn employees that I dealt with were not representative of the reputation of this hotel. I myself own a business, and I would never tolerate employees like this, and I would never treat customers like this.
In the future, I will be doing my best to avoid staying at this hotel. They have definitely lost my business, and I hope you strongly consider staying somewhere else, and hopefully will experience proper customer service.Show More
