A couple weeks ago, we told you about how the MGM Grand Las Vegas had begun charging $20 per night to guarantee non-smoking rooms to guests. That didn’t go over well with the general public and now the resort tells Consumerist that it’s rescinded the policy.
Here is the statement from MGM Grand:
We have reversed a short-lived policy of charging a small fee so MGM Grand Las Vegas guests could guarantee a non-smoking room reservation.
This was a case where what seemed a positive idea as a customer service inventory management practice, could be perceived as something else entirely. We regret having implemented this policy before recognizing the inappropriate message it might have sent to some of our customers.
Like aisle and window seats on an airplane, when a flight fills up some passengers must sit in a middle seat. The same is true for a full hotel. Despite our best efforts, we are sometimes unable to provide guests with the floor, view or room style they prefer.
Hotel guests are asked for their smoking preference and every effort is made to oblige that request. There are times when we simply run out of non-smoking rooms. However, we are unaware of any hotel that can guarantee guests a non-smoking room.
This policy was a way for guests to personalize their stay, by allowing them to upgrade a reservation to guarantee a particular preference – room style, floor, view. Non-smoking room was included as one of the guaranteed options. Non-smoking rooms have since been removed from that list.
Some have accused our Company of encouraging unhealthy behavior through this policy. That was not our intent. We regret if this policy sent the wrong message to anyone. MGM Resorts International encourages healthy living practices for its guests and employees. The Company complies fully with the Nevada Clean Indoor Air Act. We offer cessation assistance to employees who smoke.