Wynn Cancelled Free Night Promo Apology
The other day I quickly posted a deal I had come across online. Wynn Las Vegas was offering free comped rooms directly on their website to just about anyone for stays in June-August. While this was definitely out of the ordinary, it also wasn’t unbelievable given the current state of the world and so I booked a few nights!
Wynn Cancels Reservations & Accuses Fraud
Fast forward to the next day and Wynn decided to cancel those reservations. Was it a mistake on their end? Not according to them. In their letter to people who booked the rate (I have the full text here) they asserted that some sort of fraud had taken place. There was so much wrong with their letter that I highly suggest you take a look yourself. I break down each error point by point.
Anyway, as part of publishing my post about their follow up email, I did email their public relations department for a comment. No response came of course, but then the post started to gain traction and more and more people saw it on social media. I’m not sure if that’s what caused them to finally reach out or not, but I did finally get a response from Wynn Las Vegas.
Wynn Las Vegas Response – Cancelled Free Night Promo & Accusations of Fraud
Here is the official response from Wynn Las Vegas:
Dear Mr. Coomer,
After we distributed our letter, it was brought to our attention that the offer of complimentary rooms was visible on our Wynn Las Vegas website. We had initially thought the only source of the link was through an unauthorized third-party website.
This offer was intended for testing purposes only and was not intended for distribution through any outlet, including our own website. Upon further investigation, we have confirmed that this was inadvertently visible through our website for less than 24 hours before the testing error was discovered and it was removed. We sincerely apologize for the inconvenience of this mistake and our previous message to you regarding this matter.
Monica, our head of guest relations, is aware of the error and is happy to answer any additional questions or concerns you have.
Sincerely,
Michael Weaver
Chief Communications Officer
Wynn Resorts
To be honest I was happy to see them admit their error and that’s probably the response they should have had from the very beginning. I do hope whoever wrote that initial accusatory email was coached a bit.
Should I Ask For Compensation?
I want to bring this up because I was accused on Twitter and elsewhere of writing about this because I want something from Wynn. I asserted many times in my original post that I felt Wynn was within their rights to cancel these mistake rates and I continue to believe that. Thus they don’t owe me anything.
To say it another way, I have not asked for compensation and I do not want anything from them. I thought it was a slippery slope to allow them to say this was fraudulent without being checked and I did that. Hopefully before future misinformed communications go out to customers they’ll be checked by someone to ensure they are a little more friendly (and accurate) than this one was.
Wynn Cancelled Free Night Promo Apology – Bottom Line
I have always enjoyed Wynn properties across the globe and Wynn Palace in Macau is in my opinion the most beautiful casino in the world. I don’t hate the company, but they did wrong here and I’m glad to see them admit to it. Now we can all move on to more important things like Circus Circus casino tours! 🙂
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I think that Wynn took an aggressive approach, since that’s what casino loyalty departments are conditioned to do. I’m sure you realise there are people with thousands of dollars in offers/free-play at properties (i.e. mailed offers, available online etc.) that are 100% legit and earned and invalidated without notice. (Not necessarily Wynn, but I’m giving broad strokes). Invalidated for various reasons, but usually based on being too smart. With that being said, Wynn treats their customers very well. Very well. Casino players at Wynn are treated great, they tend to also be very aggressive (in a positive way) with first offers. I’m sure you are also aware at EBH they were giving out $500 free play based on match status and it was an incredible loophole based on MGM Springfield and Mlife matches. (and they never clawed it back, they just discontinued the program early) But, I digress. Anyway, this is a blip for Wynn. They took a strong approach, they apologised. That’s more than you will get from more places. And, let’s be honest, a $100 or even $150 room at Wynn is a better deal than a COMP room at Caesars or Paris (etc. etc.).
My guess is they don’t want to admit public guilt so unless you contact them directly to call out their BS they won’t mass apologize.
Shawn, I’m waiting now for Wynn to cancel your reservation on the basis of publishing their apology on an unauthorized outlet.
LOL !!
So everyone except for a blogger with social media presence is still accused of fraud. If they discovered their error, ideal thing would to send a follow up email to all explaining and apologizing. Didn’t care for Wynn before because of Steve Wynn, but now seems same Steve Wynn culture is way more seeped into organization and its communication. Rather stick with Sands and MGM properties anyways!
Nice they came forward but extremely poor business practices not to offer anything. Any small gesture comp play at the casino, meal ticket, t-shirt etc. Just anything above and beyond an email would have been nice they are a casino which hands out free comps all of the time. Not to mention they made a double mistake posting the offer and sending out a nasty email to a potential guest. At least get nasty after they get your money 🙂 With the offer only posted a short time im sure they did not have thousands or even hundreds grabbing it. With so many choices, for me that experience alone would have me looking for other places to stay regardless of price.
Well said. I agree.
Glad they apologized Given the situation and their accusatory communication, I think they should have honored the offer for you.
Are they sending the apology out to everyone or just to you?
I have no idea, but I don’t think so as of now. I reached out to their PR department when I wrote the original post, but this apology email came a couple of days later with no reference to the previous communication. It’s possible this was a response to my email asking for a comment or more likely they decided to respond once they saw it was being shared on social media.
I do know that when I heard about the Wynn giving a night free for frontline ‘ essential’ employees, I jumped on it instantly & was glad that I could get a room, even if it was only for 1 night. I did try for the 2nd night deal of $40 and up but I was too late . I don’t know what the information showed you, but the one I used, seen & read said that we had to type in a certain word & it had to be used by June 30th. 2020. I am glad they apologized. I would love to stay there again as it was a enjoyable time. I wish I could afford the room for 2 -4 nights because I want to sleep in. Wifi is separate from hotel charges but that was okay with me.
The one we shared didn’t require anything special it was just available on their site. I do agree it’s a very nice hotel and I’m glad they apologized. Hopefully someone somewhere learned a lesson! 🙂 Glad you got to enjoy the free night!