My mother and father in law checked into Wynn las Vegas. During their 2 day stay, my mother in law had some clothing stolen from her suit case. She filed a report with security who told her they would respond in 5 days. No one responded. 10 days later I sent the hotel's COO and VP of Security the email below. They had someone call her today telling her there was no proof there is nothing they could do.
This coming from a 5 star, 5 diamond hotel?
BE CAREFUL IF YOU STAY AT WYNN!
Dear Messrs. Wooden and Sadhwani:
My mother in law Monica Stanek was a guest at Wynn Las Vegas. They arrived on Monday, March 8th for 2 nights.
During her stay, a theft of personal belongings from her guest room occurred. She packed lightly because it was such a short stay. They drove from Los Angeles to the hotel. They did not use a bellman but her and her husband each pulled their suit cases to the room upon check in. The also carried their luggage to the car upon check out and did not use a bellman. They drove directly back to Los Angeles. That evening she did not unpack. The following morning when she went to unpack, there were several clothing items missing from her suit case.
She telephoned the hotel and reported the theft. She was provided a claim # of 18667707545 and report 3736. She was promised that someone would follow up with her in 5 days. That follow up has never occurred.
I understand that your position will likely be the ladies and gentlemen of your housekeeping division or anyone who had access the room has had a criminal background check, and that theft is unlikely to occur at your property. I also understand that you support your employees, which any fine employer such as Wynn does.
Having said that, these items were in fact stolen from her suit case while at your property. The property failed to respond to her as promised in a timely manner. She really would like the stolen articles of clothing back.
Clearly this is not what a guests would expect at any hotel, let alone a AAA and Mobil 5 star, 5 diamond property, but what one does expect in addition to not having personal belongings stolen from the room is the professional courtesy of a follow up as promised which never occurred.
I would appreciate your immediate attention into this matter. My mother law resides out of the Country and will be traveling home in a few weeks. You would really wow her by retrieving the stolen items and sending them to her while she is in Los Angeles.
Please feel free to contact me directly at xxx_xxx_xxxx should I may be of any assistance.
I look forward to your reply
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