I read an article on View From The Wing, about MGM properties in Las Vegas not honoring reservations made on the Marriott website. A troubling issue for travelers: guests with confirmed reservations at MGM properties, booked through Marriott, are arriving at check-in only to find their rooms have been mysteriously canceled. What’s even more concerning is the reported response from hotel staff: This happens all the time.
The Problem: A Tale of Two Systems
The root of the issue appears to be a disconnect between Marriott’s booking system and MGM’s. When a guest books a stay at an MGM property through Marriott, the reservation is often treated as a third-party booking by MGM. This can put these guests at a disadvantage, especially during peak seasons when hotels are sold out. This is happening even though MGM is considered a Marriott property under their management and partnership agreement.
One guest, a Marriott Bonvoy member, described the frustrating experience of arriving at a Las Vegas MGM property for their daughter’s 16th birthday trip, only to be told their reservation was auto-canceled due to a glitch. Despite the guest’s confirmed booking and a printed receipt, the hotel manager refused to honor the original price and claimed the hotel was sold out, even though rooms were still available on Marriott’s website at inflated rates. The family was forced to split up between two different hotels, effectively ruining their trip.
A Recurring Issue
Comments on forums and social media suggest this is not an isolated incident. Guests have reported similar experiences, including auto-cancels and a lack of support from both Marriott and MGM customer service. Some have even been charged for a late cancellation, adding insult to injury. The problem also existed when MGM had a similar partnership with Hyatt, indicating a systemic issue with how MGM properties handle reservations from partner companies.
For guests, the situation is a clear violation of trust. A confirmed reservation should be a guarantee, and the expectation is that the hotel will honor it or, at the very least, walk the guest to a comparable hotel at no additional cost. However, in these cases, guests are often left with no room, no compensation, and no clear path to a solution.
What Can Travelers Do?
While the issue persists, there are a few things travelers can do to protect themselves:
Book Directly: Whenever possible, consider booking directly with the hotel you plan to stay at, especially with major casino resorts like MGM. This ensures you are a direct customer and not a third party to them.
Document Everything: Keep a record of your booking confirmation, any emails from the hotel or booking service, and screenshots of room availability. This documentation can be crucial if you run into a problem at check-in.
Know Your Rights: Be aware of your rights as a guest. Many hotel chains have a relocation or walk policy, where they are required to find you a comparable room at another hotel and cover the cost if they can’t honor your confirmed reservation. While MGM properties may be excluded from some Marriott guarantees, knowing the general policy can help you advocate for yourself.
The ongoing problems with Marriott and MGM bookings highlight the importance of being a prepared and informed traveler. While the convenience of booking through a loyalty program is appealing, it’s clear that in some partnerships, it comes with a significant risk.
In the end, Marriott and MGM are not standing by their customers and offering a solution to it. If you are a loyal Bonvoy member, you would expect more. If you can not rely on these hotel properties to take care of you, you really need to look for alternative options. In Las Vegas, there are plenty of hotels that offer equal to better options. No need to rely just on MGM properties or even bring in Bonvoy. I am really disappointed in how Marriott has approached this issue. It appears that they just do not care about their members.