Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear **** Customer Service,I am writing to formally express my deep disappointment regarding an incident that occurred during the Marshmello concert on July 19th.During the event, I was approached by a member of your security team who, without sufficient explanation, escalated a misunderstanding and proceeded to trespass me from the property. Despite my efforts to clarify the situation, the individual was dismissive, unprofessional, and displayed an unnecessarily aggressive demeanor.While law enforcement personnel present at the event were ultimately able to explain the situation clearly and calmly, your employees conductmarked by a superiority complex and physical aggressionunnecessarily escalated the matter and caused significant distress. What should have been a minor misunderstanding turned into a far more serious and upsetting incident due to their behavior.This experience not only disrupted what was meant to be an enjoyable evening with friends, but also raised serious concerns about the training, judgment, and professionalism of your staff. For a venue of your reputation, such behavior is unacceptable.I am currently considering further steps regarding this matter, including seeking damages, and would appreciate a timely response from your team addressing this situation.Thank you for your attention.Sincerely,******** ********

  Business Response

  Date: 07/29/2025

  July 29, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ******** ******** Case# ********
  
  Dear Ms. **************** you for contacting us regarding ********************** experience at Wynn Las Vegas. We have confirmed that Mr. ******** has spoken with security management and his concerns have been addressed. He was provided with contact information to reach out to our management team when he is returning to Wynn Las Vegas.
  
  Mrs. ******, thank you for notifying us of this matter.
  
  
  Sincerely,
  
  
  ****** *******
  Customer Experience Manager
  

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding an extremely distressing and physically harmful incident that occurred at Wynn Las Vegas. I was aggressively detained, bruised, and falsely accused by **** security staff, leading to a trespass despite the related legal case being completely dismissed in court.On the night of the incident October 23, 2024, I was confronted by multiple **** security guards. I calmly and clearly stated multiple times that I was willing to leave the property, but instead of allowing me to do so, I was aggressively restrained and slammed against a wall by three large security guards, resulting in visible bruising on both of my collarbones. They then placed me in handcuffs so tightly that my wrists were bruised, and the marks remained visible for ******* make matters worse, I was issued a citation for battery based on a claim that I had pushed one of the guards. The guard making the claim who turned out to be the head of security was not even the individual I allegedly had contact with. The security guard who actually initiated physical contact by running at me and throwing me into the wall was not listed anywhere in the report. This raises serious concerns about false reporting and abuse of power.The case was later reviewed in court and was entirely dismissed, as there was no injury, no evidence of aggression on my part, and conflicting information about the guards involved. I was informed on the phone by the security department that any communications had to be done through email, to which I have tried multiple times to resolve the issue and have received only 1 reply in December that addressed none of my formal questions. To this day, with other efforts to resolve the issue, have not been answered. This is so outrageously unprofessional and if I had better resources I would have perused legal action agents the Wynn Las Vegas.

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ****** *** Case# ********
  
  Dear Ms. **************** you for contacting us regarding Ms. ****** **** experience at Wynn Las Vegas. Due to the nature of this matter, we kindly ask Ms. *** to please contact our Security team at ************** for any inquiries.
  
  Mrs. ******, thank you for notifying us of this matter.
  
  Sincerely,
  
  
  ****** *******
  Customer Experience Manager
  
  

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was staying in the hotel and I got Sick because I ate at the restaurant ***** ******* and I called to file a complaint, and after that I talked to two ladies in department, which they did discrimination, harassment, and Insulting after that, they lie to the hotel manager and they gave them a false information and now they banned me from the hotel with no reason this is terrible

  Business Response

  Date: 01/23/2025

  January 23, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ****** ******** Case# ********
  
  Dear Ms. **************** you for contacting us regarding Mr. ****** ******** recent experience with Wynn Las Vegas. At this time, and due to the nature of this matter, we kindly ask Mr. ******** to please contact our Security team regarding the details and status of his property trespass at (702) ************ or he may email Security at ********************************************************************.
  
  Ms. ******, thank you for bringing this concern to our attention.
  
  
  Sincerely,
  
  
  ****** *******
  Customer Experience Manager

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22827524
  
  I am rejecting this response because: Because this hotel is not responding my proper complaint! They are doing  discrimination to me because I am a gay man and not letting me go to the hotel because I got sick from the food I eat in  one of there restaurants? This is the most unprofessional respond from there hotel ! I need the general manager or corporate office to contact me before I file a legal complaint 

  Thank you 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/30/2025

  We are in receipt of your correspondence regarding Mr. ****** ********** rejection to our previous response. At this time, we stand by the decision made by our **************** and *********************** and will not be further engaging.

  Thank you. 

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-29-24 I purchased online at *************************** tickets to The Awakening at the ****. Luckily we had decided we wanted to go to the earlier show because when we got there on 10-7 they said we had no tickets. We paid again ****** so we could see the show, we were on vacation with only so much time. *** said to contact *************************** and they would refund our money because they had not turned in for our tickets Then ************************ said to contact **** because they had turned it in. **** said they made an error and would be sending the refund in two weeks. That was over two months ago. Now they just point at each other and no one is refunding my money. Please help. If you need anything else please let me know

  Business Response

  Date: 01/08/2025

  January 7, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ******* ******** Case# ********
  Dear Ms. **************** you for contacting us regarding ******* ********* concern.
  
  I sincerely apologize for the frustration that Ms. ******** experienced with her refund. Please know we have contacted the third-party booking company Ms. ******** used and they have confirmed a refund has been initiated, please allow up to (14) fourteen business days for the refund to reflect on Ms. ********* account.
  
  Ms. ******, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you SO MUCH!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding an issue I encountered at Wynn Las Vegas, which I believe highlights serious problems in both hotel policies and staff training. My wife and I had a pre-booked room and arrived expecting a smooth stay. After checking in, we were told our room would not be ready for several hours. After waiting, we were informed that the room was available, but at check-in, a manager named ****** informed me I was flagged as a trespasser due to an incident from over 10 years ago.This was the first time I had been made aware of any trespassing issue, despite being a loyal guest of **** and Encore for many years, with no prior incidents. The issue was further compounded by a past encounter in June with ******, during which I was told to contact hotel security to resolve a matter. However, no follow-up or clear communication was provided, and I was never informed that this could affect my future stays.This situation points to deeper issues with the hotels internal communication and guest management processes. There was no system to inform guests of potential issues ahead of time, nor any procedures in place to address such situations with professionalism and empathy. ******* handling of the matter was dismissive and unhelpful, showing a lack of basic customer service training.I believe this incident is a result of systemic issues, including poor communication and inadequate staff training, that need immediate attention. I am requesting a formal investigation into this matter, particularly regarding the hotels internal procedures, communication protocols, and staff training practices, to prevent similar issues from affecting future guests.Sincerely, ******* *******

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ******* Ananian  Case# ********
  
  Dear Ms. **************** you for contacting us regarding Mr. ******* ******* recent experience with Wynn Las Vegas. At this time, and due to the nature of this matter, we kindly ask Mr. ******* to please contact our Security team regarding the details and status of his property trespass at (702) ************ or he may email Security at ********************************************************************.
  
  Ms. ******, thank you for bringing this concern to our attention.
  
  
  Sincerely,
  
  
  ****** *******
  Customer Experience Manager

  Business Response

  Date: 01/16/2025

  Additionally,

  Please inform the guest they can contact ************ Manager, ******* ********** at ************ to receive the appeal process information again and to discuss this matter any further. 

  Thank you.

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My room was broken into by the manager ******** **** ******* he tracked me stalked me stole my money entered my room took my things and returned w his key He is a felon wanted criminal that **** employs and allows him full access to safes and rooms without any supervision Hes the manager long criminal record 6000 in cash my passwords my purse my yeti cooler

  Business Response

  Date: 12/24/2024

  December 23, 2024
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ******** **** Case# ********
  Dear Ms. **************** you for contacting us regarding ******** ****** concern.
  
  I sincerely apologize for the frustration that Ms. **** experienced during her recent visit. Please know that we take these matters seriously and our *********************** has been in direct contact with Ms. ***** At this time, and due to the nature of this matter, we kindly ask Ms. **** to please contact our *********************** for any additional assistance relating to this matter. Our Guest Claims team can be contacted directly at ************ Monday Friday from 9:00 am to 5:00 pm PST.
  
  Ms. ******, thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager
  

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am ****** ***, stayed at ********** Vegas on Oct 1 2024 in Room 3936. It was an awful experience.Dear **************** Department,Unpleasant Odor and *************************** I am writing to express my deep dissatisfaction with my recent stay at your hotel on ******** . The primary concern is the persistent unpleasant odor in the bathroom of my room, 3936, which has persisted for an entire day without resolution.When I took bath, I noticed a strong and unpleasant smell in the bathroom. I suspected it could be due to the water quality, a foul-smelling towel, or an issue with the drainage system. Given that the hotel bathroom lacks proper ventilation, the odor has been unbearable, significantly affecting my stay.The most severe case could be, if the water quality has problem, my health is at risk after using the bathroom. I contacted the front desk to request maintenance assistance, and was assured that someone would attend to the issue promptly. However, despite waiting for over an hour, no maintenance staff arrived to address the problem. This lack of service is not only inconvenient but also suggests a disregard for the comfort and well-being of your guests.Furthermore, I feel compelled to mention that the service I received seemed to be influenced by my nationality. As a Chinese customer, I believe I was treated with less urgency and respect compared to other guests, which I find to be discriminatory and unacceptable.

  Business Response

  Date: 10/02/2024

  October 2, 2024
  
  ****** M. ******
  Information Specialist
  Better Business Bureau
  
  Re: ****** *** Case# ********
  
  Dear Ms. **************** you for contacting us regarding Mr. ****** **** recent experience with Wynn Las Vegas.
  
  In an effort to resolve this matter, our ************ Manager ******** contacted Mr. *** directly to address his concerns and provide him with an apology. As a gesture, we have contacted the third-party booking that Mr. *** used and requested a refund for the room cost.
  
  Mrs. ******, thank you for notifying us of this concern. We look forward to a positive conclusion. 
  
  Sincerely,
  
  ****** *******
  Customer Experience Manager

  Customer Answer

  Date: 10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2024 I was at the terrace point cafe in the **** and left a hat on my seat when I was eating breakfast and it was something that meant something to me. I call that day 30 minutes after I left and the employee told me they will keep the hat until 3 or send the hat to the loss and found departament. That night I went and they told me they didnt receive anything. The next day on June 17, 2024 I call the Terrace point cafe and they said they sent the hat to the loss and found department. I call the department and they didnt receive anything. I was expecting to feel safe with my belongings in the **** La Vegas and now I got back to my country feeling a bad experience for this service. That ruin my stay and experience in the **************. I know it just a hat but it meant something to me. For 2 days straights nobody didnt help my need and it very dissapointing in the service and hostile of your employees. I hope nobody left something on the hotel because it will not be founded like my stuff.

  Business Response

  Date: 06/21/2024

  June 21, 2024
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *************************** Case# ********
  Dear ****************:
  Thank you for contacting us regarding ******************************* recent experience at Wynn Las Vegas.
  
  In an effort to resolve this matter, our Lost & Found Supervisor as well as the Customer Experience Manager have contacted ******************** with an apology and are working with him directly to locate his hat.
  
  ****************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  
  ***************************
  Customer Experience Manager
  
  

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, I was wrongfully banned for trespassing from the casino because three security guards mistook me for someone else who was banned before. I am a regular customer who has been to **** since 2021 and have never had any issue. I am a low-key retired high school teacher who just moved to Vegas from *********** in 2021. I went to **** just to eat buffet, play a little slot machine and sometimes just walked around a bit to observe the decorations. I filed a complaint with the security department at **** headquarter but the only answer I got was they wont accept any appeal until 12 months after the incident. All my clarifications were useless and all I saw was their arrogance. As a result, I would like to file a complaint against **** casino, the security department. Regardless of the outcome, I would like this complaint become an official record that people can see.

  Business Response

  Date: 04/01/2024

  On 03/23/2024, at 9:36 pm, security officers observed a female wearing a rubber, full face mask, a surgical mask over the rubber mask and a wig.  The casino is a financial institution and has policies and guidelines, mandated by the ****** ********************* to prevent guests from covering their faces to conceal identity. Based on this policy security officers contacted the guest who initially refused to identify herself. Security officers informed the guest due to the mask policy prohibiting concealment of identity and her refusing to cooperate by identifying herself they were going to trespass her. They advised her of the trespass warning and she then identified herself with a ****** ID as ***********************.
  On 03/29/2024, ***** Executive Director of Corporate Security telephonically contacted ******. ****** advised he is a crossdresser and was not attempting to conceal identity with the masks and wig for nefarious reasons in the casino. An agreement was made to lift Tsorngs trespass ban with the understanding, in the future, Tsorng will cooperate with security.    

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at ************ for the ****************** September *****st, 2023. On Monday night, September 18th, my wife took a bath in the large tub in the room. While in the bath, she noticed there was black mold in the tub where the water comes out. (See Photo) It looked like this area had not been cleaned in years? She immediately got out of the tub, however, since that time, she has had an unresolved medical issue, which we thought initially was a vaginal yeast infection, but took multiple visits to physicians and an OBGYN specialist and is just now appears to be getting resolved. The black mold should have NEVER been in the tub, so I am asking for a refund for the room. So far, we have incurred medical expenses (about $200.00) but if **** will refund what I paid for the room, we will call it good.

  Business Response

  Date: 11/01/2023

  November 1, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case# ********

  
  Dear ****************:
  I would like to express our deep regret for the frustrations **************************** and his wife experienced. Please know that we take these matters seriously and our *********************** has been in direct contact with Mr. ***** ***************************** regarding their concerns.  At this time and due to the nature of this incident, we kindly ask **************************** to continue contact with our *********************** for additional assistance relating to this matter.
  
  ****************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  ***********************
  Customer Experience Manager

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20794430
  
  I am rejecting this response because we already tried to work with guest claims and they said there was nothing they were willing to do to for us.    I was hoping to get this resolved once and for all via the BBB.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/06/2023

  November 6, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case# ********

  
  Dear ****************:
  We are in receipt of your correspondence regarding *************************************** rebuttal to our previous letter. At this time, we stand by the decision made by our ************************ Once again, should Mr. or ***************************** need further assistance we ask that they please contact Guest Claims who handles matters as such.
  
  ****************, thank you again and we truly wish for a speedy recovery for ******************************
  
  
  Sincerely,
  
  ***********************
  Customer Experience Manager