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Mlife - MVP Program Experience (Bad) / Thoughts?

Discussion in 'M life - MGM' started by mkusler, Jul 5, 2018.

  1. mkusler

    mkusler Member

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    Player's Clubs:
    Mlife - Platinum
    The following is an experience I shared with several people at Aria / Mlife. I wanted to know what people on this thread think about this experience or have experienced themselves with the MVP program.
    ______________________________________________________________________________________

    I have been aware of the Mlife MVP program for quite some time, but it was only until a trip over Memorial weekend that I decided to explore it further after I saw advertisements for cabana discounts. Prior to my most recent trip on June 29th, I reached out to (Name) and the Vdara concierge to verify information about the MVP program, specifically inquiring about the cabana discount.

    (Name) forwarded me onto the Aria concierge, where (Name) responded with the following, “Per your request, cabana discounts for military personnel are applied at time of check-in and by providing your Mlife card or military ID. I can look into cabana options at your request. Please feel free to reach out to me should you have any further questions or concerns.”

    The Vdara concierge responded with the following, “As for the discount unfortunately Mlife does not offer discount to the pool rates of the cabanas. If you wish to obtain your Mlife with the Veteran logo and benefits you may bring your documents to the Mlife desk at Aria so they can apply it to your membership.”

    As you can see, this is the beginning of receiving mixed messaging. But let’s fast forward to my arrival in Vegas and on the morning of June 30th, prior to leaving for the pool I stop by the Aria Mlife desk to show my documentation for the MVP program and get my new ID. While at the desk, near the giant banner advertising the program there are little brochures that specifically state, “20% off cabana rentals”.

    Once we arrived at the Vdara pool, I mentioned the discount and showed the girl my card, to which she seemed confused and simply said we don’t do that. Not wanting to argue, I simply checked-in and decided I would deal with it later.

    After being at the pool, I again emailed (Name), who contacted the Vdara pool manager, (Name) to discuss the issue, this is what I received back from (Name), “At this time I would like to introduce you to (Name) (Manager: Pool Operations) at Vdara. I spoke to (Name) and was advised that they only offer a 10% discount for Mlife MVP members. I have informed (Name) of your situation and have taken the liberty to CC him on this email, as they have full control of their procedures. Please feel free to reach out to (Name) to further discuss your situation. In addition, please feel free to reach out to me directly should you require further assistance.”

    So once again, I am receiving even more mixed messages, 10%, 20%, 0%...which is it? I have also reached out to Mlife directly, but still have not heard anything, nor has (Name) bothered to respond to me from the July 1st messages.

    On top of that, on July 4th I even received an email from Mlife and the MVP program specifically advertising 20% cabana rentals, no exclusions called out.

    I have to say that I think it is pretty insulting to offer a program to veterans and then make it impossible to use. The restrictions and limitations that seem to be there, but aren’t disclosed are appalling. On top of it all I am left feeling like a petty individual for simply trying to use this stuff.

    With all the communication back and forth, I can’t believe nobody has bothered to address the issue. I would recommend that you pull this program immediately as you don’t seem to be upholding what is advertised, or you need to better train your staff to know what this program is.
     
    Tessa QC likes this.
  2. easy_money

    easy_money Bronze

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    MLIFE Platinum
    First, thanks for your service. Also a Vet myself and also joined MVP. I understand your frustration. But maybe because I've been to Vegas so many times, I'm immune to all the little restrictions and limitations. Did you read the MVP details and fine print completely? How about the giant banner you saw, did you read the fine print under it? Cause there is ALWAYS fine print with details for any offer/discount. From experience and also assuming only, any offers/discount usually comes with restrictions, limitations, along the lines of "subject to availability", available at "participating" resorts, etc, or anything along those lines. Unfortunately it's just the way it is. Do I like it? Of course not. But that's why I always read and/or research ahead of time, which you did. You contacted them and they told you no. But you saw a banner that advertised it. Did you tell the reps about their banner that advertised it? Usually a lot of deals/discount may not apply during peak season/holidays and/or weekends. This verbiage is directly from MLIFE MVP webpage in reference to any discounts, "Receive 20% discount at participating MGM Resorts". I am not trying to justify what happened to you was right, just pointing out where the issue may be.

    Just cause you had a bad experience, where you weren't allowed a discount you think you were entitled too, you request they pull the program? I for one think the program is pretty awesome. Even if no tangible and/or monetary benefit, at the bare minimum it provides free parking for all MVP/pearl members. My .02.
     
  3. easy_money

    easy_money Bronze

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    Ok, after posting I just realized you're MLIFE Plat. Like myself, didn't really need to join MVP. So this is not your first rodeo. You probably get a bigger discount being MLIFE Plat then with MLIFE MVP/Pearl.
     
  4. TwoArmedBandito

    TwoArmedBandito Platinum
    Founding Fanatic

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  5. mkusler

    mkusler Member

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    I totally get where you're coming from. It is because of all the limitations and fine print that I specifically asked about this, several times. It's really not about the discount, but the fact they are blatantly advertising something that their staff give very different messaging on. It's the little things that have kept my loyal to MGM for 10 years, but now its the little things that have me already looking elsewhere. I can guarantee you in my line of work, if we were advertising a program that staff had limited knowledge about or there was confusion, it would be pulled until appropriately solved. I guess I just expected a higher level of service for what should have been a simple customer service issue.
     
    Tessa QC likes this.
  6. mkusler

    mkusler Member

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    Always a silver lining of sorts....this is a part of the response I received from Mlife.

    "I know that this really doesn't make up for the confusion created by your last visit, but I want to personally thank you for bringing this to our attention. It highlighted that there is a severe disconnect in our communication withing MGM Resorts. Clearly, that is unacceptable and by bringing this to the attention of several members of our team, we have gotten a few things cleared up.

    First, I want to apologize for the delay on my end in getting back to you. As soon as your story came through to me, I raised some questions to get clarification. The 20% discount is not showing on the website (www.mgmresorts.com/military) at this time. I am not sure when it came off of there, or why. However, it is still on our rack cards (and I have one on my desk in front of me as I am typing this email) and on digital displays at our properties. I raised concerns with our team at corporate to get clarification on the status of this discount. As of this moment, I have not received a response."
     
    Goldenknight and momnkid like this.
  7. JAustin

    JAustin Bronze

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    Total Rewards, Mlife
    I joined it (prior US Marine) was easy way to get to Platinum for myself. I just wanted the stamp they put on the players card lol.
     
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