Wynn Las Vegas Canceled Free Nights
The other night I covered a free night comp offer that was publicly available on the Wynn website for all people. The site was giving people comped rooms and resort fees for stays through August. Since this was open to everyone and was publicly on their site, we assumed it was a promo or at the very worst a mistake.
Yesterday when I logged into my Wynn account I noticed something strange. The hotel had gone ahead and added a charge for each of my nights. It went from saying COMP for everything to this.
Wynn Las Vegas Cancels Reservations & Makes Accusations of Fraud
That was disappointing, but I figured it was a sign that Wynn had noticed THEIR mistake and fixed it. I believe if they make a mistake they can reach out apologize and let customers know their options. I’m not upset with Wynn for promptly fixing their mistake, but I’m upset with what came after. Late last night I received the following email:
Dear Shawn Coomer,
It has come to our attention that an unauthorized offer purporting to give complimentary rooms at Wynn Las Vegas was recently posted on unsanctioned websites. Those posts were in violation of the applicable terms of the offer, which clearly prohibits the offer from being transferred to another person, or reposted or published on a third party website. Unfortunately, it appears that you booked a reservation under this offer without knowing it was unauthorized. You likely noticed at the time of booking that these were paid room nights and a deposit was required for the reservation at the time of booking.
We know this is likely a deep disappointment and we apologize for the confusion the unauthorized posting of this fraudulent offer may have caused. The reservation(s) you booked under this offer will be automatically cancelled, and any deposit paid will be refunded to the form of payment used to book your reservation. Please allow 7–10 business days for processing from your financial institution before a refund may be reflected in your account.
In the future, please know that the most reliable place for legitimate offers is our website, WynnLasVegas.com.
Wynn Las Vegas
And that’s when I got pissed. Let me back up. Look at the words above. Instead of just admitting their mistake, Wynn tries to blame those people who shared the deal. Let me be clear about something.
- This deal did not require a special link or code
- It was available on the Wynn website
- I was able to book by logging into my account tied to me
- No offer was transferred to anyone else
More Lies & Accusations
Again I assert Wynn has the right to cancel these reservations based on their mistake and I have no problem with them doing it. But the fact that they try to make it look like something other than an IT error on their end is pretty sad in my opinion. They also try to tell the customers they should have known that the room wasn’t free by saying, “You likely noticed at the time of booking that these were paid room nights and a deposit was required for the reservation at the time of booking.”. That’s not true. Here is what my screen showed when I booked.
More Wynn Las Vegas Nonsense
And let me pull this out of the email. “We know this is likely a deep disappointment and we apologize for the confusion the unauthorized posting of this fraudulent offer may have caused.” The use of the word fraudulent is designed to both scare and intimidate guests. And it’s a lie in my opinion.
Wynn screwed up and they are trying to pass the blame. What happened is no different than me sharing a deal where Wynn is offering X rate. Keep this in mind for future deals. Wynn seems to be asserting any time any rate on their website is shared with people on another website it is fraud. I can’t tell you about a great rate they have publicly available on their website because in their view it somehow violates the terms. Shameful.
One More Thing
And then there is this. “In the future, please know that the most reliable place for legitimate offers is our website, WynnLasVegas.com.” I’m pretty sure that’s the EXACT site where I booked this offer. Wait let me confirm. Yes, it is. The link we shared was to the public site without any offer codes, etc. We just linked directly to their site. Did anyone read this before sending it out?
Update: Wynn Las Vegas has responded. Find the full details here.
Wynn Las Vegas Canceled Free Nights – Bottom Line
Again, Wynn is within their right to cancel these reservations and I won’t argue otherwise. The fact that they try to blame their own customers by in my opinion misrepresenting facts instead of apologizing and moving on is disgusting. The fact that they go on to try to assert some sort of fraud was committed is well………surprising given their reputation of excellent customer service.
So should Wynn be forced to give free rooms because of their mistake? No. Should they own up to it and stop trying to accuse others of some sort of fraud? Yes they should. It’s a bad look at a time when Wynn and other Vegas casinos are struggling mightily to fill their hotel rooms.