Two Way Hard Three | Las Vegas Casino & Design Blog

Last month I posted a copy of the letter that I sent to Wynn execs Steve Wynn, Marc Schorr and Richard Cotter (EVP Hotel/F&B).

Well, I received a response and I can say I'm disappointed.

The letter I got back (from Cotter's office) was a generic form letter response, same as you would get filling in any guest card. I would print it here but it would be pointless.

Maybe I shouldn't have expected more, but I did. Past letters to other resorts have gotten much more personal attention.

For instance, a letter to then Mandalay chair Mike Ensign netted a response from his office with specific mention of the items I discussed in my original note. A later letter to TI management was followed by a phone call with the head of Table Games.

I think Wynn Las Vegas folks probably do care and appreciate the response but if I take the time to write them a letter, I expect a real response - not 'Guest Letter Response.doc' with my name at the top. Maybe that's just me.

For what it is worth, the stationary is nice!


Read archived comments (13 so far)
June 8, 2005 10:53 AM Posted by detroit1051

That is disappointing. Unfortunately, my last letter to Bellagio received the same treatment, unlike the very personal reply I got when Wynn owned Bellagio.

On an unrelated subject, I was surprised by the following press release from MGM Mirage:

Press Release Source: MGM MIRAGE

Alex Yemenidjian Resigns From MGM MIRAGE Board to Pursue Other Opportunities
Wednesday June 8, 8:30 am ET

LAS VEGAS, June 8 /PRNewswire-FirstCall/ -- MGM MIRAGE (NYSE: MGM - News) announced that long-time director and former President and Chief Operating Officer, Alex Yemenidjian, has resigned from its Board of Directors and Executive Committee to pursue other opportunities. Mr. Yemenidjian, former Chairman and Chief Executive Officer of movie studio Metro-Goldwyn-Mayer Inc., recently completed the sale of that company to a consortium led by Sony Corporation of America.

Mr. Yemenidjian stated, "I am leaving MGM MIRAGE with a sense of sadness, as so much of my heart and history are tied up with this company. However, with the sale of Metro-Goldwyn-Mayer successfully concluded, I would like to be free to explore other opportunities in the gaming industry."

Terry Lanni, MGM MIRAGE's Chairman and Chief Executive Officer said, "All of us will miss Alex's wealth of experience and wise counsel, but we understand and respect his decision. He will always be a friend, and the industry will be stronger when he resumes his active involvement."

MGM MIRAGE (NYSE: MGM - News), the world's leading and most respected hotel and gaming company, owns and operates 24 properties located in Nevada, Mississippi and Michigan, and has investments in three other properties in Nevada, New Jersey, and the United Kingdom. MGM MIRAGE has also announced plans to develop Project CityCenter, a multi-billion dollar mixed-use urban development project in the heart of Las Vegas, and has a 50 percent interest in the MGM Grand Macau hotel/casino under construction in Macau S.A.R. MGM MIRAGE supports responsible gaming and has implemented the American Gaming Association's Code of Conduct for Responsible Gaming at its properties. MGM MIRAGE also has been the recipient of numerous awards and recognitions for its industry-leading Diversity Initiative and its community philanthropy programs.

For more information about MGM MIRAGE, please visit the company's website at

Statements in this release which are not historical facts are "forward looking" statements and "safe harbor statements" Under the Private Securities Litigation Reform Act of 1995 that involve risks and/or uncertainties, including risks and/or uncertainties as described in the company's public filings with the Securities and Exchange Commission.

Do you suppose there is any chance he might join Wynn? He is very sharp, but I never thought he fit in with the corporate approach of Lanni and Murren at MGM. His ability and style might bring something to the table to help Wynn develop Macau and also the Urban Village.

June 8, 2005 10:58 AM Posted by Hunter

That was my first guess when I read the release this morning.

June 8, 2005 11:41 AM Posted by socalduck

Isn't he still an employee of Tracinda? He was Kerkorian's right hand man during the Chrysler negotiations. With Tracinda's increased stake in General Motors, he would be a useful guy to have around.

June 8, 2005 12:00 PM Posted by tom

I think you should post the letter just so we know what the generic letter says.

June 8, 2005 12:16 PM Posted by Hunter

Fair enough...

Kinda hard to read:

June 8, 2005 12:55 PM Posted by detroit1051

I'm amazed at the letter. Customer Service 101 requires that one at least personalize the form letter by acknowledging the specific issues raised by the customer. One wouldn't know from the reply that you had any concerns. Unbelievable.

June 8, 2005 2:27 PM Posted by Dr. B

Disappointing, especially with the thought and consideration that went into your letter. Not even more than one page... Blech. Perhaps they're just flooded with correspondence at this juncture? Any plans to try again? Less significantly, what's up with that scan? Quick and dirty?

June 8, 2005 2:42 PM Posted by Hunter

I still think it is bad form.

I'll be back at Wynn in two weeks and if the stuff ain't fixed, I might write another...

The scan was pretty quick and dirty, yes.

June 8, 2005 5:59 PM Posted by tom

I'm looking forward to your follow up report from the Wynn. That letter is so patently formulaic I must say I am a little surprised. Will you get a chance to interview any top management at the convention?

June 8, 2005 6:47 PM Posted by Hunter

I'm working on a couple of interviews now, yes. We'll see how that plays out... His Steveness is not gonna happen... But some others in the organization are possibilities.

June 8, 2005 10:21 PM Posted by Mike

That is sad, but I would probably imagine it's from the flood of letters they've been getting.

On a more positive note, I just got back from my 2nd stay there and I can tell you that things are going much smoother. Hooks for robes at the spa have been increased significantly, there's finally a clock in there, the front entrance was running very smoothly at all times of the day, cab lines were minimal, and housekeeping was very thorough with twice a day and turndown services.

The only thing I noticed now that needs addressing is their computer network that is prone to small glitches; I got checked in but the computer refused to print my keys and Red Card's system was down when I wanted to check my point balance.

June 9, 2005 3:10 PM Posted by Dr. B

Bad form, agreed. I'd like to see what happens if you write back with more input after the convention. I also wonder if they track individual correspondence in any fashion, so that they would be able to correlate the new letter with the old.

June 11, 2005 7:53 PM Posted by detroit1051

I saw an old friend at the Seminole Hard Rock Casino in Hollywood, Florida today. I told him about the mixed reviews I've read about Wynn. He said that two colleagues of his were at Wynn independently of each other. Each said Wynn exceeded their expectations and was superior to Bellagio. I'll form my judgment later this month.