Thursday, May 20, 2010

Wynn Apologizes for Overbooking Hotel

Interesting story in the Las Vegas Sun about Wynn overbooking their hotel. Some guests who booked rooms for a May stay in February were contacted about a week before their stay and told that the hotel was overbooked.

From an email sent to the customer:

While it is a rare occurrence, we unfortunately oversold the hotel on a few dates this week. We proactively contacted those guests affected and extended one of two opportunities — to be relocated to a neighboring hotel at our expense or to enjoy a complimentary visit on a future date.

The article went on to say:

Wynn officials did try to make things right for guests who were displaced. Each were given two complimentary tickets to the Le Reve show on the property, a $100 dining credit and a complimentary night at the Trump, just down the block from Wynn.

If this was an honest mistake, then it was good customer service by Wynn to proactively contact their future guests and make it right. There is speculation though that this wasn't an honest mistake, and Wynn was bumping guests to make way for higher rollers. I guess we'll never know if that was the case.

Read the full article at: Las Vegas Sun.