This is a copy of the letter that we sent to Wynn Las Vegas management following our recent stay.
I'm writing to share my impressions of Wynn Las Vegas after a recent stay. I know that you are striving to create a perfect experience for your guests and so along with all of the great things I noticed, the end of this letter mentions a few items I think you can improve. I hope you'll indulge my opinions and I promise not to take up too much of your time.
Walking into Wynn Las Vegas makes you feel good.
Between the natural light in the casino, the magnificent flowers and trees(!), water cascading from the mountain and the whimsical use of color, your resort redefines Las Vegas and raises the bar in the entire hospitality industry.
I have an interest in resort and casino design and have studied what you've done in the past. I can honestly say that despite my extremely high expectations, Wynn Las Vegas exceeded them. Not only is the resort beautiful, it is extremely functional. I could go on and on about what I like about the resort but for the sake of brevity, I'll list just a few of my favorite things.
- The use of color in the whole complex is stunning. The striking mosaics and carpet compliments the painted ceilings and canopies.
- The casino is the best designed and most beautiful I have ever seen. A 100,00 square foot floor has never been so easy to navigate or flow so well but at the same time, the darker tones remind me of my favorite parts of The Mirage, which until recently was my preferred casino floor in Las Vegas.
- Restaurants - We had the pleasure of trying several restaurants, including Corsa Cucina, the Terrace Pointe Cafe, SW Steakhouse, Wing Lei and room service. Perhaps needless to say, all of dishes we tried were fantastic. Even your room service offerings are the best in town! Having the chefs on site certainly keeps quality high. We got a chance to talk to Stephen Kalt as he was working with his staff and it is clear that your strategy makes a huge difference in the quality of the dining options at Wynn Las Vegas.
- The 'little things' - The difference between a good resort and a great one is the attention to the hundreds of little details that define the experience. These may be things that many customers never identify directly, though some customers certainly do notice them. Nevertheless, the aggregation of these details is what lets the whole be greater than the sum of its parts. Wynn Las Vegas offers these in spades.
Now that I've gone over some of the standout features of your new resort, I wanted to share a few things that that I think you and your staff could improve at Wynn Las Vegas.
These are listed in no particular order:
- The Tower Suites elevators make a jarring beeping sound when they pass each floor. Also, there were substantial creaking sounds passing certain floors - perhaps they are still being 'broken in'? I didn't have a chance to try the 'Resort' elevators.
- The Terrace Pointe Cafe doesn't have any 'to-go' boxes or bags. To their credit, they did offer us a piece of foil but that is clearly an ad-hoc solution.
- It seems that cell phones based on GSM technology don't work in most of the low-rise buildings. While CDMA cell phones from Verizon did work, GSM phones from Cingular, AT&T Wireless and T-Mobile didn't function at all. It is my understanding that many other resorts have installed repeater hardware toe alleviate the inherent difficult using phones in such dense structures.
- In the Spa shower area (men's), there is no place to hang your towel or robe inside the shower stall, forcing guests to jump up and throw them over the top of the door. Interestingly enough, I spoke with four people about the spa and each separately mentioned this issue.
- There didn't appear to be 'Do Not Disturb' signs or lights, which results in many eager employees knocking on the door earlier than we wanted to be disturbed.
- Our golf course view Tower Suite room on the 32nd floor had very dirty windows.
Finally, I wanted to mention our check-in. We arrived Sunday May 1st, the resort's first day of major guest turnover. Between when we arrived at 2 p.m. and at 6 p.m. when we got to our room, we had to visit the registration staff four times before a room was available. Based on conversations I had with others in the line, we were not the only ones who were experiencing this problem.
I was surprised that this happened on such a massive scale, especially in the VIP check-in area. Perhaps this could have been mitigated if staff gave more realistic windows of availability from the beginning instead of having us check back so many times. Also, some of the tensions could possibly have been relieved if some kind of compensation had been offered, just to let the waiting guests know that hotel management understood the difficult circumstances - even something as simple as a snack at the cafe.
As a Wynn Resorts shareholder, I am thrilled the hotel is so busy but it was a frustrating experience to say the least.
Thanks for sharing your creation with the world. I look forward to visiting again soon.