Yesterday, as I was waiting in an interminable airport line, I got a call that came up as 'Wynn Las Vegas' on caller ID. That could have meant one of two things - someone was calling to yell at me about something I wrote or there was some problem with one of my hotel reservations - as many of my readers know, I'm booked at Encore for opening night and will be at WLV before that.
Well, it was the latter...
The call was from an Assistant Hotel Manager who told me that the room I had booked at Encore, a Tower Suites room, was not available and I would have to be downgraded. The explanation was that a 'computer glitch' had made the rooms available for sale when they should not have been. The manager said they 'just figured it out' and were making calls to people. Well, I booked Encore the first moment it became available (someone told me I was the second person to book online, after our friend Brian Fey). That was October 31st.
So, for a month and a half, these rooms (as well as the larger suites) were incorrectly available to book online and apparently no one noticed until December 15th. Uh-huh.
My currently unsubstantiated guess is that they got a better-than-expected RSVP from invited guests and didn't have the rooms to put them in, so they started to bump regular bookings down from the Tower to Resort side of the hotel. I'm working on getting a confirmation on my theory.
Now, I understand the casino is a VIP business and this can happen. Such is life. My first issue would be if I was lied to about the computer glitch in order to get me to 'go quietly' and accept the lesser room. I suggested upgrading to a larger, more expensive room but those were also not available. I wanted to have access to a few types of different rooms for photos and commentary for you fine people, hence my protests when the call came in.
My disappointment will subside. Life will go on.
What's interesting though is that as of now, it seems like people that booked through Wynn's Web site got short shrift compared to other methods. For instance, another reader here had booked through the American Express Travel Agency and thus far has not received a similar phone call about adjusting the reservation. Will he keep his more deluxe rooms?
If this turns out to be true, customers need to be careful who they choose to book with. The advice I've handed out to hundreds of thousands of site visitors - that booking with the hotel directly is often the best route - may no longer hold true in all cases.
Did other readers get the same call? If so, how did it go? What did they tell you? Did they offer you any compensation? I know that at least Brian was able to negotiate a dining credit as part of this downgrade so it's not a total loss.