Marriott Leaves Family Stranded in Vegas Heat After ‘Digital Check-In’ Error
LAS VEGAS – A Las Vegas family returning from a concert found themselves stranded with a rental car and no hotel room Saturday after a Marriott digital check-in malfunction left them without accommodations, according to a report by travel blog View From the Wing. The incident highlights growing concerns over reliance on automated hotel systems and the potential for errors to disrupt travel plans.
The Miller family,arriving at the residence Inn Las Vegas Hughes Centre after 11 p.m., discovered their reservation was not in the system despite a confirmed booking. A Marriott representative allegedly informed them the hotel was fully booked and unable to assist, leaving the family – including two young children – to spend hours attempting to find alternative lodging with their rental vehicle.The incident underscores a broader trend of travelers facing issues with digital check-in processes, particularly as hotels increasingly push customers toward app-based services.
According to View From the Wing, the family had completed mobile check-in earlier in the day but did not receive a room number.Upon arrival, they bypassed the front desk, relying on the digital key provided thru the Marriott Bonvoy app. The app failed to unlock their assigned room, and subsequent attempts to resolve the issue with hotel staff proved unsuccessful.
“They said they were sold out and there was nothing they could do,” the family told the blog. “We were left to find a hotel at midnight with two kids and a rental car.”
The Millers eventually secured a room at a different hotel, incurring additional expenses. Marriott has not yet publicly commented on the specific incident but has been facing increased scrutiny over tipping requests and digital check-in issues in recent months, as reported by the New York Post. The company did offer the family 50,000 Bonvoy points as compensation, but the family stated this did not fully cover their unexpected costs and inconvenience.
This incident adds to a growing number of traveler complaints regarding automated hotel systems, raising questions about the balance between convenience and reliable customer service. experts suggest travelers utilizing digital check-in should always confirm their reservation with the front desk upon arrival to avoid similar disruptions.
