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Business Profile

Hotels

Wynn Las Vegas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was staying in the hotel and I got Sick because I ate at the restaurant ***** ******* and I called to file a complaint, and after that I talked to two ladies in department, which they did discrimination, harassment, and Insulting after that, they lie to the hotel manager and they gave them a false information and now they banned me from the hotel with no reason this is terrible

    Business Response

    Date: 01/23/2025

    January 23, 2025

    ****** M. ******
    Information Specialist
    Better Business Bureau

    Re: ****** ******** Case# ********

    Dear Ms. **************** you for contacting us regarding Mr. ****** ******** recent experience with Wynn Las Vegas. At this time, and due to the nature of this matter, we kindly ask Mr. ******** to please contact our Security team regarding the details and status of his property trespass at (702) ************ or he may email Security at ********************************************************************.

    Ms. ******, thank you for bringing this concern to our attention.


    Sincerely,


    ****** *******
    Customer Experience Manager

    Customer Answer

    Date: 01/23/2025

     
    Complaint: 22827524

    I am rejecting this response because: Because this hotel is not responding my proper complaint! They are doing  discrimination to me because I am a gay man and not letting me go to the hotel because I got sick from the food I eat in  one of there restaurants? This is the most unprofessional respond from there hotel ! I need the general manager or corporate office to contact me before I file a legal complaint 

    Thank you 

    Sincerely,

    ****** ********

    Business Response

    Date: 01/30/2025

    We are in receipt of your correspondence regarding Mr. ****** ********** rejection to our previous response. At this time, we stand by the decision made by our **************** and *********************** and will not be further engaging.

    Thank you. 

  • Initial Complaint

    Date:01/06/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 8-29-24 I purchased online at *************************** tickets to The Awakening at the ****. Luckily we had decided we wanted to go to the earlier show because when we got there on 10-7 they said we had no tickets. We paid again ****** so we could see the show, we were on vacation with only so much time. *** said to contact *************************** and they would refund our money because they had not turned in for our tickets Then ************************ said to contact **** because they had turned it in. **** said they made an error and would be sending the refund in two weeks. That was over two months ago. Now they just point at each other and no one is refunding my money. Please help. If you need anything else please let me know

    Business Response

    Date: 01/08/2025

    January 7, 2025

    ****** M. ******
    Information Specialist
    Better Business Bureau

    Re: ******* ******** Case# ********
    Dear Ms. **************** you for contacting us regarding ******* ********* concern.

    I sincerely apologize for the frustration that Ms. ******** experienced with her refund. Please know we have contacted the third-party booking company Ms. ******** used and they have confirmed a refund has been initiated, please allow up to (14) fourteen business days for the refund to reflect on Ms. ********* account.

    Ms. ******, thank you for bringing this matter to our attention. 

    Sincerely,

    ****** *******
    Customer Experience Manager

    Customer Answer

    Date: 01/13/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you SO MUCH!

    Sincerely,

    ******* ********

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am submitting a formal complaint regarding an issue I encountered at Wynn Las Vegas, which I believe highlights serious problems in both hotel policies and staff training. My wife and I had a pre-booked room and arrived expecting a smooth stay. After checking in, we were told our room would not be ready for several hours. After waiting, we were informed that the room was available, but at check-in, a manager named ****** informed me I was flagged as a trespasser due to an incident from over 10 years ago.This was the first time I had been made aware of any trespassing issue, despite being a loyal guest of **** and Encore for many years, with no prior incidents. The issue was further compounded by a past encounter in June with ******, during which I was told to contact hotel security to resolve a matter. However, no follow-up or clear communication was provided, and I was never informed that this could affect my future stays.This situation points to deeper issues with the hotels internal communication and guest management processes. There was no system to inform guests of potential issues ahead of time, nor any procedures in place to address such situations with professionalism and empathy. ******* handling of the matter was dismissive and unhelpful, showing a lack of basic customer service training.I believe this incident is a result of systemic issues, including poor communication and inadequate staff training, that need immediate attention. I am requesting a formal investigation into this matter, particularly regarding the hotels internal procedures, communication protocols, and staff training practices, to prevent similar issues from affecting future guests.Sincerely, ******* *******

    Business Response

    Date: 01/15/2025

    January 15, 2025

    ****** M. ******
    Information Specialist
    Better Business Bureau

    Re: ******* Ananian  Case# ********

    Dear Ms. **************** you for contacting us regarding Mr. ******* ******* recent experience with Wynn Las Vegas. At this time, and due to the nature of this matter, we kindly ask Mr. ******* to please contact our Security team regarding the details and status of his property trespass at (702) ************ or he may email Security at ********************************************************************.

    Ms. ******, thank you for bringing this concern to our attention.


    Sincerely,


    ****** *******
    Customer Experience Manager

    Business Response

    Date: 01/16/2025

    Additionally,

    Please inform the guest they can contact ************ Manager, ******* ********** at ************ to receive the appeal process information again and to discuss this matter any further. 

    Thank you.

  • Initial Complaint

    Date:12/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My room was broken into by the manager ******** **** ******* he tracked me stalked me stole my money entered my room took my things and returned w his key He is a felon wanted criminal that **** employs and allows him full access to safes and rooms without any supervision Hes the manager long criminal record 6000 in cash my passwords my purse my yeti cooler

    Business Response

    Date: 12/24/2024

    December 23, 2024

    ****** M. ******
    Information Specialist
    Better Business Bureau

    Re: ******** **** Case# ********
    Dear Ms. **************** you for contacting us regarding ******** ****** concern.

    I sincerely apologize for the frustration that Ms. **** experienced during her recent visit. Please know that we take these matters seriously and our *********************** has been in direct contact with Ms. ***** At this time, and due to the nature of this matter, we kindly ask Ms. **** to please contact our *********************** for any additional assistance relating to this matter. Our Guest Claims team can be contacted directly at ************ Monday Friday from 9:00 am to 5:00 pm PST.

    Ms. ******, thank you for bringing this matter to our attention. 

    Sincerely,

    ****** *******
    Customer Experience Manager

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am ****** ***, stayed at ********** Vegas on Oct 1 2024 in Room 3936. It was an awful experience.Dear **************** Department,Unpleasant Odor and *************************** I am writing to express my deep dissatisfaction with my recent stay at your hotel on ******** . The primary concern is the persistent unpleasant odor in the bathroom of my room, 3936, which has persisted for an entire day without resolution.When I took bath, I noticed a strong and unpleasant smell in the bathroom. I suspected it could be due to the water quality, a foul-smelling towel, or an issue with the drainage system. Given that the hotel bathroom lacks proper ventilation, the odor has been unbearable, significantly affecting my stay.The most severe case could be, if the water quality has problem, my health is at risk after using the bathroom. I contacted the front desk to request maintenance assistance, and was assured that someone would attend to the issue promptly. However, despite waiting for over an hour, no maintenance staff arrived to address the problem. This lack of service is not only inconvenient but also suggests a disregard for the comfort and well-being of your guests.Furthermore, I feel compelled to mention that the service I received seemed to be influenced by my nationality. As a Chinese customer, I believe I was treated with less urgency and respect compared to other guests, which I find to be discriminatory and unacceptable.

    Business Response

    Date: 10/02/2024

    October 2, 2024

    ****** M. ******
    Information Specialist
    Better Business Bureau

    Re: ****** *** Case# ********

    Dear Ms. **************** you for contacting us regarding Mr. ****** **** recent experience with Wynn Las Vegas.

    In an effort to resolve this matter, our ************ Manager ******** contacted Mr. *** directly to address his concerns and provide him with an apology. As a gesture, we have contacted the third-party booking that Mr. *** used and requested a refund for the room cost.

    Mrs. ******, thank you for notifying us of this concern. We look forward to a positive conclusion. 

    Sincerely,

    ****** *******
    Customer Experience Manager

    Customer Answer

    Date: 10/03/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ***

  • Initial Complaint

    Date:06/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 16, 2024 I was at the terrace point cafe in the **** and left a hat on my seat when I was eating breakfast and it was something that meant something to me. I call that day 30 minutes after I left and the employee told me they will keep the hat until 3 or send the hat to the loss and found departament. That night I went and they told me they didnt receive anything. The next day on June 17, 2024 I call the Terrace point cafe and they said they sent the hat to the loss and found department. I call the department and they didnt receive anything. I was expecting to feel safe with my belongings in the **** La Vegas and now I got back to my country feeling a bad experience for this service. That ruin my stay and experience in the **************. I know it just a hat but it meant something to me. For 2 days straights nobody didnt help my need and it very dissapointing in the service and hostile of your employees. I hope nobody left something on the hotel because it will not be founded like my stuff.

    Business Response

    Date: 06/21/2024

    June 21, 2024

    ****************************
    Information Specialist
    Better Business Bureau

    Re: *************************** Case# ********
    Dear ****************:
    Thank you for contacting us regarding ******************************* recent experience at Wynn Las Vegas.

    In an effort to resolve this matter, our Lost & Found Supervisor as well as the Customer Experience Manager have contacted ******************** with an apology and are working with him directly to locate his hat.

    ****************, thank you for bringing this matter to our attention.

    Sincerely,



    ***************************
    Customer Experience Manager

  • Initial Complaint

    Date:03/26/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 23, I was wrongfully banned for trespassing from the casino because three security guards mistook me for someone else who was banned before. I am a regular customer who has been to **** since 2021 and have never had any issue. I am a low-key retired high school teacher who just moved to Vegas from *********** in 2021. I went to **** just to eat buffet, play a little slot machine and sometimes just walked around a bit to observe the decorations. I filed a complaint with the security department at **** headquarter but the only answer I got was they wont accept any appeal until 12 months after the incident. All my clarifications were useless and all I saw was their arrogance. As a result, I would like to file a complaint against **** casino, the security department. Regardless of the outcome, I would like this complaint become an official record that people can see.

    Business Response

    Date: 04/01/2024

    On 03/23/2024, at 9:36 pm, security officers observed a female wearing a rubber, full face mask, a surgical mask over the rubber mask and a wig.  The casino is a financial institution and has policies and guidelines, mandated by the ****** ********************* to prevent guests from covering their faces to conceal identity. Based on this policy security officers contacted the guest who initially refused to identify herself. Security officers informed the guest due to the mask policy prohibiting concealment of identity and her refusing to cooperate by identifying herself they were going to trespass her. They advised her of the trespass warning and she then identified herself with a ****** ID as ***********************.
    On 03/29/2024, ***** Executive Director of Corporate Security telephonically contacted ******. ****** advised he is a crossdresser and was not attempting to conceal identity with the masks and wig for nefarious reasons in the casino. An agreement was made to lift Tsorngs trespass ban with the understanding, in the future, Tsorng will cooperate with security.    

  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We stayed at ************ for the ****************** September *****st, 2023. On Monday night, September 18th, my wife took a bath in the large tub in the room. While in the bath, she noticed there was black mold in the tub where the water comes out. (See Photo) It looked like this area had not been cleaned in years? She immediately got out of the tub, however, since that time, she has had an unresolved medical issue, which we thought initially was a vaginal yeast infection, but took multiple visits to physicians and an OBGYN specialist and is just now appears to be getting resolved. The black mold should have NEVER been in the tub, so I am asking for a refund for the room. So far, we have incurred medical expenses (about $200.00) but if **** will refund what I paid for the room, we will call it good.

    Business Response

    Date: 11/01/2023

    November 1, 2023

    ****************************
    Information Specialist
    Better Business Bureau

    Re: *********************************** Case# ********


    Dear ****************:
    I would like to express our deep regret for the frustrations **************************** and his wife experienced. Please know that we take these matters seriously and our *********************** has been in direct contact with Mr. ***** ***************************** regarding their concerns.  At this time and due to the nature of this incident, we kindly ask **************************** to continue contact with our *********************** for additional assistance relating to this matter.

    ****************, thank you for bringing this matter to our attention.

    Sincerely,

    ***********************
    Customer Experience Manager

    Customer Answer

    Date: 11/02/2023

     
    Complaint: 20794430

    I am rejecting this response because we already tried to work with guest claims and they said there was nothing they were willing to do to for us.    I was hoping to get this resolved once and for all via the BBB.

    Sincerely,

    ***********************************

    Business Response

    Date: 11/06/2023

    November 6, 2023

    ****************************
    Information Specialist
    Better Business Bureau

    Re: *********************************** Case# ********


    Dear ****************:
    We are in receipt of your correspondence regarding *************************************** rebuttal to our previous letter. At this time, we stand by the decision made by our ************************ Once again, should Mr. or ***************************** need further assistance we ask that they please contact Guest Claims who handles matters as such.

    ****************, thank you again and we truly wish for a speedy recovery for ******************************


    Sincerely,

    ***********************
    Customer Experience Manager

  • Initial Complaint

    Date:07/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been great customers and have been coming here for years! The minute a convention or holiday pops up they refuse to honor any of our promotions. I am deeply saddened by this has been my favorite hotel. Just lost my mother and they turn around and want to ***** us with **** rates when wr have spent so much money at this place.

    Business Response

    Date: 07/31/2023

    July 31, 2023

    ****************************
    Information Specialist
    Better Business Bureau

    Re: ******************* Case# ********

    Dear ****************:

    Thank you for contacting us regarding Ms. ****** booking experience through Wynn Las Vegas.

    Please accept our sincerest apologies for Ms. ****** difficulty in obtaining reservations during our marketing promotion. All though we try to accommodate guest requests; unfortunately, these offers are based on availability and space is limited. It is our goal to provide our guests with the finest services and accommodations, and we regret that we were not able to accommodate Ms. ****** request. 

    Please keep in mind that we will continue to offer promotions and events throughout the year and hope we can host ************** in the future.


    ***********************
    Customer Experience Manager


  • Initial Complaint

    Date:07/10/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We went to ******* for the second time to celebrate our 13th wedding anniversary. We stayed at the **** for our Honeymoon and this dinner was something we were looking forward to as the highlight of our trip. We made the reservation on the phone 30 days in advance and only had one request - that we had a view of the stage. We were assured this would be taken care of. When we arrived we were sat in the far corner with no view of the stage. We politely asked to be moved to another table as we were shown the table and the hostess radiod a manager to confirm. When we sat down within 5 minutes we were asked 3 times what we wanted to drink. I was looking through the 40+ page wine menu and politely told the waitress I needed more time to review the wine list. We ordered wine which differed in year from what was published on the menu (2018 half bottle of Napa Merlot versus 2017) bottles which was no big deal. We explained to the waitress we wanted to enjoy the glass of wine before ordering however within 32 minutes we were asked 8 times if we were ready to order. In one 90 second period the waitress, another waitress, and then manager asked us. I had already provided that we were aware of the 2 hour time window and had no intentions of extending it. We were then ready to order but were so angry at being pressured very hard so they could turn the table that we politely asked to speak to the manager again. I did not go ***** rather used this as an opportunity to coach the waitstaff. I worked in fine dining for nearly a decade and am the most empathetic diner - even if the experience is horrible I tip at least 20%. I explained our situation and provided that the staff needed to adjust their behavior, especially given our circumstances of this being our anniversary. The manager had zero empathy and acknowledged they needed to keep guests on track to ensure the next table reservation could also enjoy their meal.

    Business Response

    Date: 07/14/2023

    July 14, 2023

    ****************************
    Information Specialist
    Better Business Bureau

    Re: ******************* Case# ********

    Dear ****************:
    Thank you for contacting us regarding Mr. ******************* recent experience at Wynn Las Vegas.

    In an effort to resolve this matter, our Delilah ******* has contacted ************ and has resolved this issue with him directly.

    ****************, once again thank you for bringing this concern to our attention. We look forward to welcoming ************ back to our property.

    Sincerely,

    ***********************
    Customer Experience *******

    Customer Answer

    Date: 07/14/2023

     
    Complaint: 20290714

    I am rejecting this response because: my name is not ****************. No one has contacted me from the **** or *******. 

    Sincerely,

    *******************

    Business Response

    Date: 07/26/2023

    ****************************
    Information Specialist
    Better Business Bureau

    Re: ******************* Case#********

    Dear ****************:

    We are in receipt of your correspondence regarding ************** rebuttal to our previous letter regarding his experience at ******** We have made several attempts to contact ************ directly and have been unsuccessful.

    In order to resolve this issue would you kindly ask ************ to contact ******* at ************** and ask to speak to ****, ******* Manager, and he will be happy to assist him.

    Thank you for notifying us of this matter. We look forward to a positive conclusion.


    Sincerely,

    ***********************
    Customer Experience Manager

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