A Marriott Bonvoy Titanium member strikes a familiar chord, emailing me about problems with an MGM hotels booking.
- Marriott displaced Hyatt as MGM’s hotel loyalty program partner.
- MGM Collection is now part of Marriott Bonvoy. You can earn Marriott points gambling.
- But just because you make a reservation for an MGM resort through Marriott, doesn’t mean you have a reservation at the MGM resort.
Hi Gary,I’m a Marriott Titanium Elite and had a confirmed Bellagio booking (Aug 18–20, 2025) with Amex guarantee and Marriott email confirmations.
At VIP check-in, the manager said it was “auto-cancelled” due to a Marriott/MGM glitch, then told me “you booked through Marriott, we have a separate policy” and “it’s not my job to manage your finances.” Another desk agent whispered: “He’s not going to do anything for you.”
Though told the hotel was “sold out,” I could still see rooms on Marriott.com at inflated rates. He refused to honor my confirmed price. I ended up splitting my family between NYNY and MGM Park — ruining my daughter’s 16th birthday trip.
MGM Park staff later admitted: “This happens all the time — auto-cancels, and the customer doesn’t stand a chance.”
This seemed weird at first, except there do seem to be:
- IT issues between Marriott and MGM, especially where room deposits are required
- Marriott guests treated as ‘third party’ compared to MGM’s own book direct and gambling clientele guests, especially when hotels are full. That may be done at the middle manager level rather than corporate leadership level, but it tracks with reported experiences.
Oh, and MGM properties are excluded from having to honor Marriott’s reservations guarantee (emphasis mine).
Benefit Exclusions. Other benefits provided by Participating Properties as outlined in the Loyalty Program Rules that are not offered at MGM Collection Hotels include without limitation:
…Guaranteed Lounge Access
Elite Benefit Guarantee
Ultimate Reservation Guarantee
Guaranteed Room Type
48-Hour Guaranteed Availability
Nightly Upgrade Awards
This guest’s MGM hotels reservation booked through Marriott was also ‘auto-cancelled’ because the first night of the stay didn’t charge. Marriott never said anything to the guest.
I just happened to cancel a different trip and it showed the canceled tab, which included this hotel! Ack, I called the MGM and was informed that it had been canceled because the first night charge did not go through. Strange, i have my very valid Mariott CC in the profile. According to the agent, Marriott should have notified me.
I assured her they did not, she said sorry she could not reinstate it, maybe Marriott could. She could rebook now. Dollar signs flashed in my head, but asked her to check. Amazingly, the overall cost went down around $10, so no harm other than my bp a bit.
This Bonvoy member got walked with a similar story, “got walked due to them cancelling my reservation, via a random email with an attachment suspiciously titled “reservation confirmation” ” (the prior guest’s story included this same email, and the attachment was a form asking for payment for the booking).
One guest reports Bellagio telling them “they were walking anyone that booked 3rd party” when full.
Here’s a report of problems between MGM and Marriott at MGM Grand,
We stayed at the MGM Grand in Vegas over this past Christmas and the reservations were a mess. We made them online but there was no connection between the Marriott reservation number and the MGM Grand.
We extended the trip by one day at each end of the reservation and so I thought I’d call in to get that fixed but when I called Marriott, they couldn’t do anything and had me call MGM directly. And because I called, it added an additional resort fee (or some other kind of fee).
This MGM property guest was told that they consider Marriott bookings to be ‘third party’. And Marriott customer service confirmed,
I spoke to someone tonight on the Titanium line and she replayed the same song and dance “you didn’t book directly you booked with a third party” and then she mubled something like “the third party Marriott wholesale”. I BOOKED THROUGH THE APP.
Easy solution – never book through Marriott. I am lifetime Titanium but also have status w MGM (As well as Caesars since I give those 2 most of my action). Of course the casinos value direct booking and their gamblers more than any 3rd party (and regardless of what anyone thinks the hotel alliances with LV casinos are all 3rd party bookings from their perspective).
BTW you usually get better rates booking directly and here is a little trick (thank me later). If you don’t have an MGM Rewards number just sign up (it is free) then log into their website with your number (set up ID/PW if first time). Book the hotel from there and you will almost certainly get some type of discount. Even if you aren’t a heavy gambler they see you are part of the program and will want to entice you to stay.
While I understand the frustration and hassle, it might be an overeggageration to say it “ruined” the birthday.
Guess the moral of this story is AVOID MGM properties.
When Hyatt had the relationship with MGM, I would always book directly with MGM. Never had any issues and received better rates and was always upgraded (was status matched to Noir for years).
My expectations with Marriott are extremely low but I do actually expect that my reservation will be honored. Apparently my expectations were too high. Marriott could of course address this but since they never side with the guest, they won’t.
Would be hotel guests should avoid Marriott and MGM. They might will continue to abuse customers as long as people give them business.
Marriot is turning out to be the worst hotel chain of them all, and is squandering all good will from the Starwood acquisition. And once that runs out, watch out for the financial fallout!
MGM would do this same stuff when they were partnered with Hyatt. I had the same exact thing happen at what was the Delano.
another datapoint, albeit slightly different: booked the Rote Wand Hotel in Austria thru Marriott with free night certs. they had our reservation but were not aware it was an award booking so they tried charged us the cash rate. thankfully after they viewed our mariott receipt they honored the award booking and removed the room cost. they said this happens with most mariott bookings.
I never have this issue. When I book on Marriott I get both a confirmation number from Marriott and an MGM code. On the MGM app I just add my reservation using the MGM code and it shows up on my MGM app. From there I can check in, add guests, etc. Thru the MGM app. And yes I still get the nights and points credited to my Marriott account.