Las Vegas Sun

May 27, 2019

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Wynn Las Vegas apologizes for overbooking hotel

Wynn Las Vegas

Barry Sweet / Bloomberg News

The Wynn Las Vegas prior to its opening in November 2005.

South San Francisco resident Ralyn Lee and some of her friends have been looking forward to a Las Vegas getaway since February.

She and three girlfriends booked reservations at Wynn Las Vegas and planned a two-night stay and maybe a visit to the hotel’s spa.

On Feb. 8, she got a confirmation for her May 21 arrival and a receipt for the $445.76 charged to her credit card for the two nights.

But things went wrong when she and her friends were booted out of the Wynn before they even checked in.

On May 5, Lee said she and her friends received telephone calls from the Wynn telling her that the hotel was sold out May 22 and while they could stay on the night of May 21, there was nothing available for them the next day.

“I’ve never heard of such a thing from a five-star hotel,” Lee said. “We had everything reserved and then all of a sudden we get this phone call telling us it was full.”

In an e-mailed response to an inquiry, a Wynn spokeswoman said the property was accidentally oversold.

“While it is a rare occurrence, we unfortunately oversold the hotel on a few dates this week,” the e-mail said. “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.”

Wynn officials did not respond to inquiries about how the overbooking occurred, how many guests were affected and how often overbooking the hotel occurs.

“I really don’t understand how something like this happens and on such short notice,” Lee said.

She said the person who called informing her of the early exit said she had to contact “hundreds of people.”

Wynn officials did try to make things right for guests who were displaced. Lee said she and her friends 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.

Alyse Ellman, director of quality assurance at Wynn, e-mailed an apologetic letter to Lee.

“I want to personally thank you for being so understanding regarding our issue on the weekend of May 22,” the letter said. “We are embarrassed and truly regret our inability to fulfill your reservation as requested.”

After listing the comps Lee was going to get, Ellman’s letter said, “Ms. Lee, I know that sincere words of regret and apology cannot make up for this inconvenience. We do, however look forward to welcoming you to our resort.”

Lee and her friends decided they’d take the Wynn up on its offer, even though they’ll spend some of their getaway time moving from one hotel to another.

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