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.
@Ray, you are so right, I once ruined somebody’s Christmas because UPS didn’t deliver a package on time.
I stayed at an MGM for a night on a sh*t ton of Marriott points (>100,000) in Atlantic City and what an overcrowded sh*thole. Your bags were inspected going into any pool and you could not bring water or a banana in. And Titanium got me absolutely nothing but an invite to spend more overpriced crap – no early or late check-in. Never again.
Friends don’t let friends go to Vegas, but when someone ‘must’ go, friends definitely don’t let friends stay at MGM.
I knew Marriot would be a low end mess at Mandalay bays upscale tower.
The next good news about Marriott and Vegas will be the first in a very long time.
Why are people saying book MGM. That is not the answer here.
Marriott offered a price and MGM tried to take advantage of him by surge/price gauging.
In this scenario, it was likely illegal, violating the consumer protection act. The website had rooms, he had confirmation of room availability — while he was at the counter — they didn’t honor.
Marriot and MGM need to step up here. Their “solution” was everything but. They had a family event and they split up their family, absolutely ruined!!
They need to apologize and compensate this guys for the MGM hotel manager poor judgement and the website issues.
Sorry you went through this! Any of us travel warriors know things happen when on the road, but we stay loyal to brands, often paying more on regular basis, knowing stuff like this won’t happen.
I use expedia. Lower price, never an issue.
Lifetime titanium and Marriott has been my decision of last resort for years because they just absolutely suck now, but who the hell takes their 16 year old to Vegas for a birthday?
It seems the words “reservation” and “confirmation” or “confirmed” means different things to Marriott/MGM than the meaning I assign to these words. I will have to find a better dictionary.
Working a ten-week I. T. contract in India and staying in a top-tier luxury hotel in a major city with a guaranteed reservation, I got booted from my room in the middle of the night because some VIP guest needed the entire floor.
– “Someone” was the President of the United States and his wife… and Secret Service Agents… and their K9 agents, who each got their own room.
– Funny in retrospect. Not so funny at the time.
All las vegas properties charge the first night when you book. If that didn’t happen the reservation is likely not going to be honored. Always book on the las vegas hotels direct website even if it is hilton/hyatt/mgm run.
I’ll bet MGm appreciates Marriott right now while overall bookings are down.
I only book through the property directly regardless if it Reno, Vegas or a non gaming holiday.
If the reservation system is “AI”, I try to get w a live reservationist
If i can not be connected w a live person, then to me all they care is your $$.
Also make sure i have a hard copy of transaction and the reservationist info.
This saved ne from a lit of grief several times at check in
Ha, all of these comments bashing MGM, are hilariously out of touch. If wanting to stay in a Casino on the strip, unless you are a casino super elite = gambles 5k+ a trip, MGM is far more pleasant, and far better value than any Ceasars property in Vegas and has been for years in almost every way. All you have to do is book direct with MGM, like…. almost any other hotel chain.
I had a similar experience last year. I booked a room at the Bellagio through Marriott. The reservation was for one night: July 3rd. The reservation was mysteriously canceled but I was not notified. I found out when I called the hotel to see if I could get an early check in. They told me my reservation was canceled by Marriott. Marriott said Bellagio canceled it. They offered to rebook at a higher rate. Marriott was no help in the situation.
The irony I see here is that the person emphasized “I’m a Marriott titanium member, and checked in at the VIP desk”, which I suppose means he should be treated better than “regular” Marriott members? Sounds a bit elitist. But the article goes on to say that the MGM treats their own members better (or ahead) of the Marriott people. So the guy who wants better treatment as a titanium guy is mad because he’s at MGM, not Marriott and they’re treating their own people better? Would he feel better if he were just “regular” Marriott and got denied?
My point is that the issue is the broken connect between Marriott and MGM. Elite status shouldn’t matter. The link should just work, for everyone, not just elites.
Why does ANYONE stay at a Marriott property or any property that can be booked through Marriott. Marriott has gone from one of the best chain hotels to one of the worst so far as customer service and honoring their commitments and now, even their reservations.
@JimC — I’ll bite. So, in some markets, it’s one of their properties is objectively better; but, in others, sure, I’m with you, there might be a better way (maybe, it’s another brand, Hyatt, Hilton, IHG, etc., or it’s a boutique hotel, FHR, etc.) I have the personal Amex Brilliant, so I use the 85K certificate and appreciate the ‘complimentary’ breakfast when a property actually honors the benefit; otherwise, no, I am not ‘loyal’ to this or any hotel brand. I use what I got, and that’s about it. And Gary is a champion for us consumers to regularly name and shame specific properties and operators who are not upholding their end of this bargain.