Two Way Hard Three | Las Vegas Casino & Design Blog

July 2, 2005

Wynn Las Vegas Redeems Itself

Posted by Hunter

Some of you may remember the letter I sent after our first stay and the subsequent generic response.

Yesterday I received another letter from management. It addressed each of my issues specifically and offered to comp a return stay.

I'm not sure why the first letter even went out - this was the correct way to respond to a customer query.

Props to Wynn Las Vegas for getting a handle on customer service.

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Read archived comments (21 so far)
July 2, 2005 10:05 PM Posted by Mike

They seem to be betting (heh) rather heavily on gaming income with the amount of free rooms they're giving away. I can never make it higher up than the NYNY/TI level of offers in the MGM Club, but I somehow got a letter for a free stay at Wynn, and others are doing the same. I'm mostly slots player, never spending more than $1.50 a spin, and never hard enough to have ever had a host appear and promise to take care of me.

I'm going to take their offer eventually and do some pity gambling for them because I couldn't afford to make them happy even if I did a full vacation's worth of playing entirely in their casino. Hopefully, my pity gambling will be enough to keep them from angrily chasing me out of the joint with an axe. :)

**Question** What can you tell me about the beds at Wynn? I'm in the market for one of these hotel pillowtop beds, but Wynn charges practically $1500 for a full-size matress and box spring at "Wynn LV-NV." Right across the street at the Fashion Show Mall, Nordstrom sells Westin's Heavenly bed for $1000 for a box & mattress of the same size.

Since the Wynn bed is only being sold in one store directly across the street from this other bed being sold nationwide, I imagine the Wynn folks must know about this. Is there some sort of additional quality in the Wynn mattress that I don't know about? Is the price difference because of the warranty? Or would I be paying more because of the Wynn name?

If you know somebody there who could give some sort of response about what I'm getting for the additional money, I'd appreciate it. Maybe (probably) you don't, but I figured that you get enough insider information that I should give it a try. :-D

July 2, 2005 11:45 PM Posted by CM

I sent a letter to Steve quite some time ago, 2+ months, and I have not even recieved a standard corporate letter in response.

July 3, 2005 12:30 AM Posted by Hunter

I'm no bed expert but I've spent 6 nights on Wynn's beds... I can say that they are very comfortable. I thought the beds at Bellagio were top notch but Wynn's beds are better.

Is it worth $500 more than the Westin bed? I don't know. It sounds like you have some pretty specific questions - did you talk to the folks at Wynn LV NV?

July 3, 2005 4:38 AM Posted by detroit1051

I wrote a letter to Richard Cotter, Exec VP, outlining some Buffet problems I described in my trip report. We'll see what kind of response I get, and from whom. Hunter, do you suppose your second response was because someone at Wynn recognized your influence in Las Vegas?

Mike, I took the "Room Decor To Go" brochure from my room at Wynn. It shows the Sealy Queen Bed at $1,849, King $2,409 and Cal King $2,345. I tried to compare prices with those on Sealy's website, but it's difficult to know what model Wynn uses. The beds are very comfortable. I agree with Hunter, more comfortable than Bellagio's. Could that be because Bellagio's mattresses have now had seven years of use (or were they replaced when the rooms were renovated?)

The Gateway 30" Flatscreen TV goes for $1,800 including shipping.

Standard Room sheets are 310 Count Egyptian cotton; Villas have 700 Count Supima cotton. I have no idea what all this means, but at almost $700 for a set of "Villa" sheets, they'd better be good!

July 3, 2005 12:07 PM Posted by Mike

Regarding the bed: Yeah, I talked to the sales guy there but he was kind of running on with a presentation for a whole group of folks so it was a difficult to ask any questions, let alone a difficult one like "So why's it better than the one across the street?"

I gave the resort a call and asked the switchboard to take me to someone there and asked, it seems the extra money is for delivery (they'll deliver and install it, although I don't know what the range on that is) and a 10 year guarantee that the mattress won't sink over time provided you use their mattress with their box.

That starts to make the price much more worthwhile, except that the Nordstrom is putting their bed in their 25% off anniversary sale soon. Oh well, I guess I can dress it up in the Wynn linens later if I ever feel like I made the wrong choice. :)

July 3, 2005 12:15 PM Posted by Hunter

I'm almost certain Bellagio's beds were replaced with the renovation.

July 3, 2005 11:10 PM Posted by tom

Hunter, can I ask you to post the reply. Would like to see the specifics.

Sheet threadcount is simply the number of threads per inch.

In my opinion what makes these beds so comfortable is the pillowtop and not the matress. I bought a 2" thick piece of memory foam for my crappy little mattress and it makes a big difference. You can buy a pillowtop for your current bed and save alot of money. At least try it out before you drop $1500 on a wynn bed. By the way I know someone who spent $10,000 on a mattress so I guess its just a matter of how much you want to spend.

July 4, 2005 5:43 PM Posted by Ehrlich

What ever happened to the elevator feature that was sypposed to be in the mountain of Wynn Las Vegas? When the resort was being planned a couple of elevator shafts were going to be added so that people could ride them up to the top and view the mountain and the strip.

July 5, 2005 12:14 AM Posted by Hunter

I've never heard that story...

There are elevator shafts in the mountain but they are for maintenance functions.

July 5, 2005 12:01 PM Posted by Dr. B

Do we get to see a scan of the letter?

July 6, 2005 6:50 AM Posted by detroit1051

A friend went back to The Buffet Tuesday night. He reports some complaints have already been addressed:
>>Good news for my bud detroit,two forks,a spoon,and a knife. I'm told they were waiting for more spoons and things to arrive,they were short when they opened. The food was 5 star again,5th time in 5 visits. This time,for the first time,the service was perfect! They hired more people and our server,Sook,was as good as it gets. Well done Wynn buffet! Not very busy except for the poker room @ 8pm.

Also, if the report is true about Spamalot coming to Wynn, I'd be surprised if it were to replace LeReve. Maybe for the Encore?
NORM: Rumors flying over 'Spamalot'
The 2005 Tony Award-winning musical, "Monty Python's Spamalot," might be headed for Wynn Las Vegas.

That sighting of "Monty Python" icon Eric Idle at "Le Reve" last week has tongues wagging all the way from Broadway to Wynn Las Vegas.

In what would be a stunning coup, I hear Steve Wynn is on the verge of signing a deal that would bring "Monty Python's Spamalot," the 2005 Tony Award winner for best musical, to Wynn Las Vegas.

Unclear is whether Wynn plans to pull the plug on "Le Reve" and replace it with "Spamalot" or whether "Spamalot" would be the third jewel in Wynn's entertainment tiara, along with "Avenue Q." Wynn signed an exclusive deal with "Avenue Q" after the show won a Tony in 2004.

"Spamalot" was nominated for 14 Tonys. Sara Ramirez won featured actress in a musical, and Mike Nichols received the director/musical award.
Find this article at:

July 6, 2005 8:45 AM Posted by Karen

Regarding the Buffet at the Wynn, are there as many choices as there are at the Bellagio? I think it is so incredible that you can try gourmet style food like buffalo, free-range chicken, fresh pastas, etc. for the price of $25-$30. In your friends five visits,Detroit,what dishes did he rave about? I will be there in 24 days, so it is never too soon to start planning what we will be eating! Also, how were the lines? Is there a VIP line as well? Let me know if you can. Thanks.

July 6, 2005 8:50 AM Posted by Hunter

I can answer some of these questions. I had dinner there two weeks ago.

* There is a VIP line.
* I waited in the 'normal' line for about 5 minutes for dinner on a Thursday evening. Nothing like the lines at Bellagio.
* The food I tried was great - pizza, free range chicken, prime rib, etc... I didn't see anything on the more eclectic side like buffalo that I have seen at Bellagio.

July 6, 2005 10:48 AM Posted by detroit1051


I ate there two weeks ago with the friend who made today's comment. He isn't much for fancy food, but he (and I) thought the King Crab Legs were excellent. The shrimp were very large and fresh. I liked everything, which shows! That's why I'm really not a buffet fan; too many choices, and I eat too much. Several people have made comments about the small dessert selection. It was fine with me, but there were not as many choices as at Bellagio. In fact, the overall serving areas seemed smaller than Bellagio. We were there for a late lunch/early dinner. All the dinner items are brought out at 4 PM.

July 23, 2005 2:39 PM Posted by Mike E

I just received a very personal letter from Wynn's vice president of hotel, food, and beverage. It didn't offer any comps, but that's because I had no complaints--my first and second stays were nearly flawless. He did however leave his office number and told me to contact him with any future plans (!). I wrote the letter mainly because I felt certain employees deserved recognition and he assured me that they would receive the kind words.

I'm very happy with the response and quite frankly, I wasn't even expecting more than a generic letter.

(I'm also going to leave my last initial to differentiate from the other Mikes here).

July 24, 2005 11:06 AM Posted by detroit1051

Mike E, how long did it take to get your reply? I wrote on June 25, and I haven't even gotten a form letter.

July 24, 2005 5:19 PM Posted by Mike E

I wrote it on May 26th and probably sent it on the 27th or 28th. I think they're a bit overwhelmed with letters right now, but I'm sure you'll get yours.

July 25, 2005 1:18 PM Posted by Mike E

Just to follow up, contacting Mr. Cotter was no different than contacting the resort's 800 number, only his secretary (very nice lady, by the way) took care of all the room and restaurant reservations in one call. All rates were the same, but I was hoping he could at least guarantee a cabana at Bartolotta.

August 11, 2005 5:40 AM Posted by detroit1051

When I got home yesterday, after a week in Las Vegas and Lake Charles, LA, a letter from Richard Cotter, Wynn Executive VP, was waiting.

He replied to my June letter describing some problems we experienced at the Buffet. It was a personal letter in which he acknowledged my specific complaints and described changes which have been made in the Buffet "...including new management."

I'm pleased with the response.

May 15, 2009 9:28 PM Posted by Brett

How and where do we go to file a complaint with Steve Wynn, or a "complaints department" at the Wynn Las Vegas? Can someone provide a link?

August 24, 2009 1:41 PM Posted by Anne

Can anyone tell me a contact at the Wynn to complain. Ive now sent 3 emails and been promised my calls will be returned to organise some extra special treats for my sisters 40th birthday when we are there staying at the wynn on 2nd sept. Ive not had a single call or response to my emails - thanks