Shannon Laffey shannon.laffey@wynnlasvegas.com
Phone: 770-3151
Works 3-11p - off Thursdays and Fridays
She answers e-mails promptly.
________________________________________
Jean $�ott - http://www.FrugalGambler.biz
for VP software and strategy cards.
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Thanks Jean, this is quite timely! Especially after my experience there yesterday, I need a good host at the Wynn.
Here's what happened:
I stopped by the Wynn yesterday and played a little more than $10,000 in action. Since this was only my second time playing there, (the first was when I signed up and played 500 points for the free buffets), I wasn't sure what that play entitled me to -- or if the Wynn considered $10,000 in action to be good play (for someone who is not a hotel guest). When I had been to the booth in the past, staff gave conflicting and inconsistent answers to my questions, and since benefit info hasn't been published, I was left to trust them (which I always view as a mistake).
Because my confidence in booth personnel was so low and because I felt that my play was good enough to talk to a host, I went to the host office. The host I spoke to (not Shannon), told me that my comp account was "in the hole" and that I wasn't entitled to anything for my play! He didn't give me any explanation, but he did tell me that I needed just $60 more to qualify for a comp buffet. (He didn't make it clear if it was $60 more in action or $60 more comp dollars.)
He then asked me if I had a host yet, and he gave me his card. While he was very polite and friendly, I felt that he was patronizing, unhelpful and, quite frankly, lame.
I then went to the booth to see what their response would be. After all, I did over $10,000 in action in one afternoon... The woman in the booth told me that I was entitled to some free play but that was it. I then asked her, "How is it possible that I did over $10,000 in action today, and I'm not entitled to ANYTHING, even a buffet?"
That caught her attention and then, she started looking for an answer. Ultimately, here's what we pieced together. When I redeemed my free sign-up buffets (a month or two ago), their system was down, and my comp was written on a slip. When it was input to their system, it was input incorrectly. Instead of it being put in as the sign up bonus, it was entered into the system as a discretionary comp, and my account went "into the hole" for the full amount at the time (which was even higher than the points that they charge now).
Eventually, I was given the buffet last night, and while I don't think my account was made whole, I know I'm a lot closer than I ever would have gotten with that lame host. As a point of reference, their electronic board said that you can redeem a pair of comps to the buffet for 750 points (and a coffee shop comp for 850 points). At $9 per point, the buffet comp requires $6,750 in action. Because it seems that I was charged over 1,000 points for the buffet, I believe I was cheated -- but given their system and lack of real communication, I'll never know.
Ironically, had I played more than I did, the lame host probably would have given me a buffet comp, and I never would have found out that the Wynn cheated me. Had I played any less, the booth person wouldn't have taken my questioning seriously.
As a result of this experience, I had some take-aways that I wanted to share with the group:
1. The Wynn system goes down frequently; their staff then makes mistakes and they're not inclined to take responsibility. Even though they know that they have problems, they seem to feel that "the player is always wrong" is a good way to conduct business -- and then they wonder why they don't have enough players or hotel guests.
2. Especially when you play at a "don't ask, won't tell" property, it's especially important to keep track of your action and present staff with facts that they can then verify on their computer. It's the only way to have credibility and any chance of getting their errors resolved.
3. Bad hosts don't care about player development -- they just want to get credit for your action. If you can get to a good host, develop the relationship as best you can. (Thanks again Jean.)
Lainie
Jean Scott <QueenofComps@frugalgambler.biz> wrote:
Shannon Laffey shannon.laffey@wynnlasvegas.com
Phone: 770-3151
Works 3-11p - off Thursdays and Fridays
She answers e-mails promptly.
---------------------------------
Yahoo! FareChase - Search multiple travel sites in one click.
[Non-text portions of this message have been removed]
$10,000 in action. Since this was only my second time playing there,
(the first was when I signed up and played 500 points for the free
buffets), I wasn't sure what that play entitled me to ...>
I have been told that as a LV local your comp account remains and
grows as long as you play once every 30 days. No play in a 30 day
period will cause your comp balance to disappear. This is supposedly
the same procedure at NYNY. For visitors, I believe comps are on a
trip to trip basis at both properties.
--- In vpFREE@yahoogroups.com, Lainie Wolf <lainiewolf702@y...> wrote:
I stopped by the Wynn yesterday and played a little more than
Somebody wrote in regards to Wynn:
I have been told that as a LV local your comp account remains and
grows as long as you play once every 30 days. No play in a 30 day
period will cause your comp balance to disappear. This is supposedly
the same procedure at NYNY. For visitors, I believe comps are on a
trip to trip basis at both properties.
My question to that:
How do I know how many comp $ I have there? Does it show on the display or do I have to go to the Players Club to find out?
Also, about 3 weeks ago, a fellow at the Players Club told me he had just added 20 Dollars Free Play to my card after I played for maybe 4 hours. Since then, I have not been there. Are those 20 $ still on my account or did they expire?
Helmut
Helmut Wolf wrote:
How do I know how many comp $ I have there? Does it show on the display
or do I have to go to the Players Club to find out?
Wynn has points, not comp dollars, and a menu for how many
points it takes for rooms, shows, buffets etc.. We keep track
of our points and ask at Players Club for comps.
Freeplay shows on the display but not comps. Comps expire
after one month for locals and freeplay after one year.
vpFae