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Any Recourse for Bogus In-Room Mini-bar Charges (at Aria)?

Discussion in 'LV Strip Hotels & Casinos' started by YOleven, Oct 24, 2013.

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  1. YOleven

    YOleven Tourist

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    Last Friday I returned from another great trip to Las Vegas, including a stay at Aria for a few nights. I was reviewing my bill for Aria this afternoon when, to my surprise, I noticed that I had been charged $50 for the in-room mini-bar. We opened the mini-bar refrigerator once shortly after checking in simply out of curiosity, but other than that we didn't touch it. In fact, I'm very leary about opening these refrigerators on account of of incurring accidental charges.

    In any event, I called Aria VIP services this afternoon to inquire (I booked my reservations through them), and after some research the operator found that the charge was not for removing something from the fridge, but rather for storing something in the refrigerator. Apparently, they found a stray can of beer which someone had put on the fridge. Now I know for a fact that we didn't bring any beer or other drinks into the room, and we certainly didn't put anything inside the fridge. The operator was somewhat apologetic, but said that she was not able to reverse the $50 charge.

    Do I have any recourse here, or am I likely stuck with the charge? I realize at this point it's just my word against theirs, but this really bugs me. It's not so much the $50 charge, but just the principle that I know for a fact that we didn't put anything in the fridge, yet in the end Aria is getting away with charging me.

    Does anyone know of any "higher up" phone or email contacts at Aria or MGM that I could try contacting regarding this charge? I love gambling and staying at MGM properties, and the stay at Aria was otherwise great, but this kind of BS just leaves a bad taste in my mouth.

    Along the same lines, has anyone else ever run into mini-bar charges for something they didn't take?

    Thanks to anyone who might be able to offer some advice!
     
  2. mephisto2000

    mephisto2000 Low-Roller

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    Earlier this year at Aria they added bogus Poker Chips and Water from mini-bar on my bill. I noticed and complained during check-out and they removed the charges.
     
  3. VegasDave

    VegasDave Addicted

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    Dispute the charge with your credit card. Obviously it is lumped into the whole bill but you dispute the whole amount based on fraud. What brand credit card did you use?

    They may be more inclined to remove the charge if they know you are going to get the whole thing free. Not sure if this would affect future trips using that card, or any of your cards, but I would be as upset based on the principle AND the amount. Charging you $50 for using the fridge? I don't even understand, did the beer explode inside the fridge? Was that part of the contractual agreement we are all signing when we show up at the hotels? I have never heard of this.
     
  4. nostresshere

    nostresshere Mr. Anti Debit Card

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    Poor hotel - damned if they do, damned if they don't.

    Poor customer - damned either way.

    Sadly, people will play a game from time to time. And sadly, some people get screwed.

    No easy answer other than bitch loud enough. Or at least have them use Express Comps if you have any.

    Or, as said, file a complaint with credit card company.
     
  5. Happily

    Happily High-Roller

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    Absolutely dispute the charge with your credit card company. That is so ridiculous. I can't believe they didn't remove the charge when you called. So unacceptable. Sorry that happened to you.
     
  6. Din

    Din Tourist

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    My last trip to Aria there was something like an $8 charge for gummy bears. I looked at the front desk clerk and said, "Gummy bears? Really?"

    She looked at me, laughed, and removed it without question.

    Obviously that doesn't help your situation but I've always found that being friendly to the front desk goes a long way.
     
  7. Auggie

    Auggie Dovahkiin

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    The minibar in your room would have had motion sensors and scales to track items in the bar, these are logged by a computer.

    The operator said that the source of the charge was a stray can of beer being stored in the minibar.

    If nobody staying in the room placed the beer can in the minibar then it must have been there prior to your arrival, which would show in the computer logs for the minibar.

    That makes it very easy to dispute the charge because they can see exactly on what day and at what time that can of beer was placed in the fridge.

    You just need to call them back and explain your situation clearly, ask them to check exactly when that can was added to the fridge and if they can't do anything for you then ask to speak to their manager.
     
  8. LAS

    LAS Tourist

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    As you took out a bag of gummy bears and slowly started chewing on them hahah :haha: jokes jokes

    But yeah that sounds like total bs! That's why I'm always afraid to open up those mini bars. But curiosity always seems to get the best of me lol
    When I stayed at the Cosmo a few months ago I drank a couple Red Stripes and a couple bottles of water and they let it slide when I checked out.
    I definitely wouldn't let Aria get away with your $50
     
  9. dmr

    dmr Registered Abuser

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    Agree.

    I NEVER use those mini-bars but every so often at check-out a charge appears. I just say that nobody consumed the product and they just write it off.

    If someone balked, I would have escalated until a level of management was involved who could understand the situation and do the reversal.
     
  10. airball1996

    airball1996 High-Roller

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    $50 for someone putting a can of beer in their fridge? WTF?
     
  11. ju5tagt

    ju5tagt Low-Roller

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    Charged for storing something in the fridge???? And this is supposed to be an upscale whoopy do hotel??? OMG!
     
  12. mjamesp

    mjamesp High-Roller

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    I wouldn't waste my time calling MGM again, you gave them a chance. I'd call the credit card company and dispute the charge. They should remove the charge and start a dispute process with MGM. This will end up costing MGM more than $50 in wasted time responding to the dispute.

    Who knows what the resolution will be but you get to advocate for yourself with a 3rd party.
     
  13. CaliMike

    CaliMike Low-Roller

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    It's not meant to be used as a fridge for the guest. It is specifically for the mini bar. I believe it has it in writing somewhere on the mini bar about not storing anything or removing anything from there or you will be charged.

    As far as the op's question I would also dispute the charge with my cc company as mentioned before.
     
  14. dankyone

    dankyone VIP Whale

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    There are minibars at Aria full of items for sale, not fridges for guest use. The fee is a way of enforcing the "no outside food and beverages" rule that almost all full service hotels have but struggle to enforce.
     
  15. Joe

    Joe VIP Whale

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    All I can say is...people ask me why we prefer downtown to the Strip. :poke:
     
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  16. ken2v

    ken2v This Space For Rent

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    Now Joe, you can't go forgetting the "Sailors Beware, Thar Be Dragons" warning signs MSS had posted if someone somehow wanted to make off with one of the joint's YMCA-grade napkin-sized bath towels, now can you?????
     
  17. Ultimate Vegas Fan

    Ultimate Vegas Fan Tourist

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    I understand the mini bar rules of the High End hotels & casinos.

    At the same time, charging someone 50 dollars for storing a beverage that was not even consumed & did not belong to that particular guest???

    I agree, that is completely over the top for any hotel.

    Las Vegas Strip or otherwise.

    Fight it.

    Ultimate Vegas Fan
     
  18. Sonya

    Sonya Queen of VMB

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    I would absolutely get someone in hotel management on the phone if you can. Be civil and polite and explain your situation. Ask for what you are due (a refund of the overcharge) and see what happens. If the person says they can't help you, ask for their supervisor. Keep trying and if you hit that brick wall, dispute with your cc company.
     
  19. MikeOPensacola

    MikeOPensacola VIP Whale

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    I hate to hear about crap like this. It's so unnecessary on the part of the casino.
    I would most def call your CC company and get it straightened out. Then after you get resolution on that I would write a letter to my host or VIP services and explain in full why they have lost a customer. I'm not saying you should do this, but if this had happened to me that is what I would do.

    Customer service in Vegas has been on a steady decline for way too long. Sorry to see this happened at Aria, I had heard great things about them.
     
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  20. grosx2

    grosx2 VIP Whale

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    The late Mitch Hedburg's take on minibars:

    "A minibar is a machine that makes everything expensive. When I take something out of the minibar, I always fathom that I'll go and replace it before they check it off, but they make that stuff impossible to replace. I go to the store and ask, 'Do you have coke....in a glass harmonica? Do you have individually wrapped cashews?'"
     
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