MGM Bait and Switch?

So on Wednesday I make a reservation through Mlife for a 1 BR Suite for 4 nights at the MGM 03/26-03/30. I used a Promo called "Special Rates Starting at $59". I had watched the prices for a few days and it started at $128 per night and watched the rate go up to $139 when I decided to go ahead and book it.

On Thursday I decided to add a 5th night and saw the offer was no longer on the Mlife page so I called Mlife directly to edit my reservation. I spoke to a reservation specialist (who I will say up front was very kind and helpful) to help me out and after checking she came back and told me that "it is very unlikely" I will receive that room for the price because there was a mistake on the website and the 1BR should not have been listed at that price. I said ok but that is not my fault as how would I know it was a mistake since hotels run promotions all the time and besides that deal was showing for several days, not just the day I booked it. She then proceeded to try to get me to re-book at a smaller room for a different rate or she could re-book the 1BR at a higher rate. I told her no thank you, I prefer to keep my existing reservation as is right now.

I am here asking if this has happened before to anyone and how it turned out. As I see it now I probably have three different options.

• Keep the reservation as is and see what happens when I get there. I guess roll the dice but if they try to deny my reservation when I check in, things might turn ugly.
• Cancel and rebook elsewhere.
• Change my reservation now to a different room at the MGM.

Any help or advice would be most appreciated. I am also looking for someone higher up at MGM I can send an email to about this and explain what happened. I understand they have a business to run and mistakes do indeed happen but in a case like this any financial hit they might take because of this "error" is so inconsequential its not even funny. Customer service should take precedent.

Thanks in advance to you all....

 

Here's what I would do, IF I had to have that 1BR.

Save your reservation email with price you booked at. Hopefully you used a credit card (not debit card) to pay.

I would check in as usual. If there was any change to my rate just accept it for now.

Call your credit card company and explain to them that you need to dispute the transaction. Tell them that you booked hotel for X but now they want to charge you Y upon check in or check out.

Just dispute for the difference not the whole reservation amount. Explain what happened to the credit card company. They will most certainly credit you back for any difference in room rate.

I have an AMEX platinum card and have had my share of disputes, never once been denied for reasonable dispute.

 

I would keep the existing reservation - assuming you have something that CONFIRMS what you booked - and not some "space available" crap they try to use.

Then, upon arrival, try to add the day. Have a room booked elsewhere, or in the name of a travel companion at MGM for that extra night.

 

The question becomes, do you have proof of the reservation and the rate initially booked?
The answer to that question will dictate what you do next.

 

I have my proof of the type of room, the total amount of the reservation, the deposit amount and my balance due.
They also include this little addition...

Every effort will be made to accommodate your requests for specific room type and location; however, we are unable to guarantee any requests as rooms are not assigned until check-in.

What kind of accountability are they responsible for?

I know I'm just a little guy at the mercy of a big bad resort conglomerate but what is right is right not when and how they decide what is right.

 

You have proof so you're good. I would suggest looking around for any other deals from other hotels. If you find anything you like better then forget MGM. They lost your business. If you really want to stick with MGM, then you shouldn't have any issue because you have the proof.

 

So as a follow up to my story...After an email that I sent to Travis Lunn (Senior VP of Hotel Operations) at the MGM explaining what happened, I received a phone call from his admin a few days later telling me that they will be more than willing to honor the rate I made the reservation under. I graciously told her thank you and that I am looking forward to my stay.

Hooray For The Little Guy!!!

 

Glad it worked out.

 

THIS IS HOW YOU DO IT.

 

So they were willing? How kind of MGM.

I wouldn't consider this them doing you a favor. They didn't call you and inform you of this alleged mistake. It was ALL on their end. It was a major inconvenience on your part to have to battle over this.

 

I'm happy to see this worked out but MGM should've thrown you something (like RCs) for the inconvenience.