MGM Doesn’t Get It

I was just going to link to a good article on resort fees that the Las Vegas Sun had last week, but I got to a quote by MGM’s Gordon Absher that misses the point on resort fees.

Gordon Absher, a spokesman for MGM Mirage, which began introducing bundled resort fees two years ago, says the fees have spread at MGM hotels because “our guests see it as a convenience to have a single charge added to their overall bill” rather than a series of charges for things customers might not have expected needing, such as Internet access.

Show me one customer of MGM properties that would like to pay for services they don’t plan on using.  I’m sure Absher is just spinning company policy, but he sounds out of touch with his customers.

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Las Vegas Writer, Marketer, Consultant. I love Vegas and everything about it. When in Vegas do 3 things: eat, drink & gamble.
Author: Marc
Las Vegas Writer, Marketer, Consultant. I love Vegas and everything about it. When in Vegas do 3 things: eat, drink & gamble.

2 thoughts on “MGM Doesn’t Get It

  1. Not sure how I came across your blog… but very interesting and I agree. I am known to go on and on, but it’s as simple as this:

    Modern consumers don’t want to be charged for services they may not use. They prefer to be charged for what they use.

    It’s a simple aspect of trusting your guest as someone intelligent, or just thinking of them as mindless sheep.

    The resort fee is ridiculous. I understand that we have whittled away our revenue streams over the years, but embed it into the rate, or walk away from it.

    I just don’t think resort fees make any sense…. and long term whether the industry thinks they are here to stay, the consumer will be the one to decide that.

  2. HH, we follow some of he same people on twitter. Maybe you saw a retweet as I don’t think you follow me.

    Nice to see that we agree. It’s awful when any company thinks of their customers as sheep.

    I will no longer share “room rates” w/o including the extra fees. Things like this only make smart customers smarter.

    Thanks for reading!

    Marc

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