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5 Star hotel misses wake-up call... what would you do?

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montreal, canada
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317 posts
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5 Star hotel misses wake-up call... what would you do?

hi,

I was recently in Las Vegas and stayed at a 5 star hotel with my girlfriend (I will reveal the name of hotel after feedback). They missed our wake-up call. I would appreciate feedback as I feel somehow ripped off about this experience and contemplate taking this issue further. here are the details of the story...

-It was my 5th and last night

- we had spent a long day at a fashion tradeshow at the convention centre, and my girlfriend and I decided to take a nap so we could enjoy our last evening in vegas feeling rested.

-We had made reservations earlier in the week to eat dinner at a restaurant with great reviews on tripadvisor. reservations were at 815

-at 4pm on friday evening, we call wake-up desk and request a wake up at 715

-both my girlfriend and I completely passed-out in matter of seconds

-we wake up, on our own, without a wake-up call...

-it was 845 PM (hence, we missed our reservations)

-I call front desk, and explain situation

-They apologize and request i speak to a manager, that I will get call me back very shortly

- I was very calm and not about to make a "stink"

- The manager calls back, apologizes and states he will call me back asap

-he re-reserves our dinner for 930pm, i request taxi voucher, he promises limo pick-up

-we head down to valet desk as instructed, no limo.

-valet calls manager, still nothing..

-40 minutes later, still no limo.

-it's 10pm

What would you expect given my situation at this point?

there more details regarding the aftermath of this situation, will provide in reply... please keep in mind, this is a reputable 5 star hotel, and this is our 5TH NIGHT!

thanks in advance

Arizona
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11 reviews
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61. Re: 5 Star hotel misses wake-up call... what would you do?

"We do not recall whether we specified PM or not but my gf said we were taking a NAP. However, IMO this has no bearing on the situation. Hotel management took FULL responsibility for the error (if it were automated, then we would have if we gad neglected to progam the AM)."

This is where you lose me. How can you say it has NO bearing. So she said you were taking a nap. Maybe the operator assumed you wanted the wake up call for the next day. After the nap you were going out to party and was planning ahead.

I know the operator shouldn't assume, but neither should the gf assume that it was unsderstood it was a pm call.

Just because the hotel took responsibility for the error means nothing. Quality run establishments tend to try and correct an error even when it is the customers fault. Since you said it was 5 stars, I will assume that this is what they tried to do. Politely without embarrassing the customer by telling them they made a mistake with not specifying am or pm.

montreal, canada
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317 posts
4 reviews
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62. Re: 5 Star hotel misses wake-up call... what would you do?

bridefan, why won't you believe me? I stated everything on the open for everyone to read. If you believe i am a liar, please reread every line i wrote on each of my posts on this thread and highlight anything you believe i am lying about....

sometimes I question whether posters on here are REAL travelers, or if they are just hotel reps of some sort!

USA
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63. Re: 5 Star hotel misses wake-up call... what would you do?

"It seems that you did not receive the replies that you expected,..."

That pretty much sums it up.

I'll ask again, what is it you want or expect from the Wynn? Just curious.

DC/NOVA
Destination Expert
for Las Vegas
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18 reviews
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64. Re: 5 Star hotel misses wake-up call... what would you do?

Good gosh, man. What kind of service is it you want? Yes it is a quality establishment. Did you want them to take you by magic carpet? Based on your story, as I said before, I think you made a mistake. They did what they could to help you correct it but you have some sort of misguided idea of what they should do. Just because a resort is top of the line, when there is a screw up, they don't need to give you the world.

My guess is you are to blame for the lack of communication.

montreal, canada
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317 posts
4 reviews
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65. Re: 5 Star hotel misses wake-up call... what would you do?

I got NOTHING out of this , which is why I am writing on here.. I took off with my gf , as i was not able to control myself after I was accused of "miscommunication".

But given the feedback, I guess it is best that I take this as a lesson of "setting my own alarm".

Someone wrote that I was too tired to set my own alarm- this is exactly the situation.. we were running on little sleep as we both had spent an entire week working at the fashion trade show, and it was the easiest thing to do at the time - call for a wake-up. we passed out in literally milliseconds.

It was a great nap FYI, well deserved on our ends.. and we both got $hitfaced at another hotel and casino after a quick bite! lol

now do i need to reveal where I ate and gambled at too!?!? just kidding.

DC/NOVA
Destination Expert
for Las Vegas
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18 reviews
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66. Re: 5 Star hotel misses wake-up call... what would you do?

And maybe there is a reason that so many of us are on the side of the resort. There are too many people like you who think that because they are staying at the Wynn, Bellagio or wherever they are special.

Yes, you are but no more so than anyone else. Get over it.

Park Forest...
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11,474 posts
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67. Re: 5 Star hotel misses wake-up call... what would you do?

I've been in this situation before. I haven't missed anything important because I have a backup alarm and I am usually awake before either go off. At any rate, I make sure that someone knows there was an error. I always get an apology - sometimes a buffet comp - and then I move on. I only press the issue if it wasn't the first error or the person I am speaking to is insincere.

It sounds like your gf wasn't clear about the time of the wakeup call. The manager assumed full responsibility for something that may have not been their fault and offered extraordinary compensation to make up for it. How you ended up missing the limo and the second reservation but the concept that you were prepared to be late for the second reservation is telling to me. There was probably a miscommunication but at some point you need to take some responsibility for it too since communication is a two way street.

The hotel, star rating, how many nights you stayed are all pretty irrelevant. Also, I don't think you have a right to feel ripped off. I can understand be disillusioned but this experience didn't cost you any money. If you are still this upset, you should send an email or letter to Wynn to let them know how you feel. Then you should stay at the Bellagio on your future trips and learn to set an alarm!

montreal, canada
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317 posts
4 reviews
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68. Re: 5 Star hotel misses wake-up call... what would you do?

I can't help myself here..

but here's a sponsored ad by the WYNN LAS VEGAS

5 Star Las Vegas Hotel

www.WynnLasVegas.com The World's Only Casino Resort with a 5 Star and 5 Diamond Rating!

Las Vegas, Nevada
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5,618 posts
11 reviews
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69. Re: 5 Star hotel misses wake-up call... what would you do?

caribo....where is the link to what you just posted? I bet if you read closely it states somewhere on there "Tower Suites at the Wynn".....Can you cut and paste the link?

montreal, canada
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317 posts
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70. Re: 5 Star hotel misses wake-up call... what would you do?

and once again, I do appreciate the feedback...

and for people like me "who think we're special" cause we're staying at luxury hotel...

those hotels cater to that exact need.

And I was not wrong for suggesting that the Wynn is 5 star despite the fact that I should "only go by Mobil" ratings...

once again, sponsored ad:

5 Star Las Vegas Hotel

www.WynnLasVegas.com The World's Only Casino Resort with a 5 Star and 5 Diamond Rating!