I spent last weekend at Resorts World in Las Vegas, the 3500-room property that encompasses three Hilton brands. I have a trip report on the property written, scheduled to post this weekend. While I was there a scandal was unfolding and I didn’t realize it.
The hotel has the ability to project messages out from the side of the building on the Hilton side.
This past Saturday a “’trust fund baby’ from Australia” had been partying at Encore’s Beach Club. He demanded at the Wynn nightclub open an hour early for him, but the manager of XS personally declined this request. It’s not something they can do without any advance notice. This is someone who cares deeply about the party.
My man loves to party and champagne 🍾 pic.twitter.com/4Ehwj5Mil2
— Brex (@rubberginza) August 7, 2023
The guest was angry enough that he “proceeded to threaten [manager Niko] Samarxhiu and his family.” He was then “barred from Wynn Las Vegas, and law enforcement was contacted.”
Ralph proceeded to post a profanity-laced series of angry and xenophobic messages on his Instagram account, specifically calling out the manager of XS, including one referring to Samarxhiu as a “broke ass immigrant.”
Screen Grab Credit: Casino.org
He proceeded across the street to Resorts World, spending “more than $200,000 at the nightclub [Zouk]” which allowed him to submit messages for the side of the building. He used that to troll the manager of the Wynn’s club who had refused to open early for him. He had them display “Ben’s House” to signal that he’d moved to the competing venue, and then “Food stamps for Niko” the manager of the Wynn club.
More WTF. Resorts World showed this on their screen, calling out the Wynn executive the guest had a conflict with, by name. This guest “perk” was allegedly provided for a $50k order at Zouk. Told Wynn has involved Metro. https://t.co/ZVJMaYElbd pic.twitter.com/tgMvD1NqtB
— Vital Vegas (@VitalVegas) August 6, 2023
Resorts World clearly lacked any ‘brand protection’ in its processes for approving messaging for the side of its property. The nightclub could post anything without review, it seems, and their standard is we have someone spending two hundred grand that wants to post something, yes of course.
According to Resorts World,
The LED sign on the West Tower was activated on Saturday night with a graphic requested by a nightlife patron. The team members who approved it were not aware of the background behind the request. Regardless, this was a mistake, and the messaging displayed does not reflect Resorts World Las Vegas’s values, and we regret that our LED screen was misused in this manner. Our leadership is handling this internally to ensure the assets displayed on the LED screens are in full alignment with the brand and our values.
The property is apologizing, but notably not offering to donate the money received for posting messages on the side of its building.
My overall experience with the property was that it’s a fantastic hard product but that some attention to detail could be improved, and how messaging gets posted on the side of its hotel is apparently one of those details.