This was supposed to be a special birthday trip, split into two separate bookings at Wynn/Encore Las Vegas (Aug 21–23 and Aug 25–29, total around USD $2,900 before spending), with the Grand Canyon and Antelope Canyon in between. We chose Wynn because of our trust in Wynn Macau. Sadly, this first visit to the U.S. turned into a nightmare.
On Aug 21, I sent a Ralph Lauren Purple Label jacket (USD $2,918) to Wynn’s laundry from my guest room. This was a brand-new piece purchased in May in Hong Kong, worn only a few times and in excellent condition. Beforehand, I specifically asked housekeeping if it could be safely cleaned. They reassured me that if the laundry department could not handle it, they would reject it. Based on this promise, I entrusted the jacket.
The next day, the jacket was returned destroyed — permanently discolored, no longer wearable. I immediately reported it. I even provided pre-cleaning photos of me wearing the jacket to the hotel’s investigation team, showing clearly that it was in pristine condition before being handed over. Still, what followed was a series of responses that showed Wynn’s shocking lack of accountability:
First email (Aug 23): Guest Claims apologized, credited my folio USD $408.95 (one night’s room charge + laundry), as if that would compensate for a USD $2,918 garment.
Follow-up emails: When I insisted this was unacceptable, Wynn claimed there was “no evidence” the damage occurred in their possession.
Their escalation: They even argued my jacket was “worth only USD $295,” sending me a picture of a completely different item they found online, dismissing my official receipt and photos.
Communication attempts: They asked to move communication to phone calls; I insisted on meeting in person for transparency.
In-person meeting (hotel lobby): Guest Claims Assistant Director (Brigitte Schrader-Frith) and a hotel manager(Winnie Hsu) inspected the jacket and its label, admitted they could not say who was responsible, repeated that their process was “STANDARD,” and claimed the jacket was “ALREADY IN THIS CONDITION” when received. When I asked for proof — photos taken when it was collected, or their internal cleaning records — they said these documents were “NOT SHARABLE.” The meeting ended with nothing but an empty “SORRY.”
The entire process made us feel treated like liars or scammers, rather than valued guests. To suggest that a nearly-new Purple Label jacket with receipt and photos in hand was somehow a $295 piece, and to brush off our evidence as if it didn’t exist, was insulting and absurd.
What hurt the most was not only the destruction of the jacket, but the arrogance with which Guest Claims handled the matter. Sitting across from us, they told us flatly “we did nothing wrong,” and then walked away as if relieved to leave us seething in frustration. To watch them brush us off, almost satisfied while we were left in disbelief and anger, was sickening.
And I must ask: we are foreign guests — is this the way Wynn treats its own domestic guests as well? Is this what American service values stand for? Is this the Wynn Resorts standard of guest care? Now that Wynn has formally denied all responsibility, even my travel insurance will not cover the loss, leaving me with no recourse but to swallow this injustice.
This was supposed to be a once-in-a-lifetime birthday trip. Instead, Wynn Las Vegas left us humiliated, insulted, and robbed — not only of a valuable jacket and a meaningful gift, but of a memory that can never be restored. For a brand that claims to represent luxury and excellence, what we experienced was cruelty disguised as professionalism.
Postscript:
I will also be supplementing this review with supporting evidence, including the original receipt, pre-cleaning photos, and a comparison photo I took after returning to Hong Kong at a Ralph Lauren store with the same jacket model. I have also consulted both a professional dry cleaner and Ralph Lauren’s own staff. Their feedback was consistent: according to the care label, this jacket requires specialized dry-cleaning methods. While the exact error cannot be confirmed without full disclosure of Wynn’s cleaning process, the damage is highly consistent with the use of an incorrect solvent — dissolving the coating, causing discoloration, and then re-solidifying, which explains the current condition.
