When VIP doesn't mean VIP!

In February of last year I was surprised to receive an MGM Rewards Noir card in the mail. For the past few years I had achieved Platinum status in their rewards program through spend on the credit card, rooms and dining and of course spinning that wheel of fortune. Noir status always had this mystique about it, by "invite only". What does that even mean? I never thought I would find out.

Having status with membership programs definitely comes with perks. Being that I travelled a lot earlier in my career I earned status on American Airlines, at Hilton Hotels and even with National Rental Car. Elite status earned me upgrades to first class, preferred hotel rooms and my choice of rental cars. There was also the benefit of shorter lines for preferred customers and less hassle.

In those days it was harder to achieve status in these loyalty programs as generally the only way to do so was by using the product or service. Nowadays there are so many different ways to qualify for elite status that you could do so without even stepping foot on an airplane or into a hotel room. For example, with American Airlines you can earn status by spending money on their co-branded credit cards. Hilton makes it even easier as you can "buy" Diamond status just by carrying their highest tiered credit card. The one thing these programs have in common, though, is that you receive the benefits of the elite status regardless of how it is obtained.

Another way to achieve elite membership status is by utilizing partnerships between related businesses. For example, I received executive status with National by pairing it with my American Express Platinum card. I have also utilized a status matching program on United Airlines using my American AAdvantage status (although to keep it there were some goals to hit). MGM for years had a marketing arrangement with Hyatt. By pairing my Hyatt number with my MGM number I earned points at Hyatt by staying at MGM.

So back to my story about the cool Noir card. When I received the card, it came with an insert outlining the benefits of the card. Extra points for gambling, a $1,200 flight credit each year, a $500 dining credit and more comps earned while gambling. Recently I checked into Vdara and the girl at the front desk said "wow I didn't know the Noir card actually existed". That mystique definitely carried on and even though I always feel guilty jumping the lines for the buffet, that is probably my favorite benefit.

Each year the MGM Rewards program resets on February 1. So while I was in Vegas attending the Raiders victory over the Broncos, I decided I should cash in on the yearly benefit of the flight credit and dining credit. I walked over to the MGM rewards desk at the Bellagio where I happened to be having dinner. I inquired into how I could take advantage of the flight and dining credit on my card. The woman that was helping me told me she had to summon her supervisor. The gentleman comes over and starts banging away at the keyboard. After a few moments he says, "I cannot provide those benefits to you as I don't see that you were invited to Noir status or met the minimum spend to acquire it."

He then explains to me that I should speak with a Casino host to ensure that this doesn't happen in the future. While he denied me the benefits, he did offer me the flight credit that I did earn through the platinum status (which happened to still be more than the cost of my flight). I decided to follow his advice and seek out a Casino host. Prior to Covid I had a Casino host at Mirage, who was always respectful and eager to help, but he moved properties during Covid and Mirage is no longer an MGM property. Since I enjoy staying at Vdara, I decided to speak to a Casino Host in Aria (Vdara's casino). I truly wish I hadn't.

My friend Tim and I ventured into the Casino Host office around 9PM. There were two hosts in the office, a man and a woman. The woman greeted us kindly, but the man's desk was closest to the door and he asked how he could help us. I told him that I was told I should seek out a Casino Host and was wondering how I would go about that. He fired back at me "who told you that?" I felt a rush of anxiety come across me as I could tell this guy was not going to make this a pleasant experience.

I went through the motions of explaining what the gentleman at the rewards desk had told me. Before I even finished he snatched my Noir card out of my hand and banged the number into his keyboard. He then asked me "what do you want?" I told him I just wanted to understand the benefits of the card and whether or not I should be working with a Casino Host. He looked at me and said, "you didn't even earn this card buddy, I don't even know how you got it." I said "well it isn't like I printed it myself, I got it in the mail." He then asked, "Are you a Hyatt Globalist member?" I am not, but apparently at one point I was so I was tier matched to Noir unbeknownst to me.

The Host then tells me that to get the Noir card you have to lose over $100,000 minimum to be considered. He then mockingly says, "buddy you aren't even close. I am not going to give you something you didn't earn." I looked at Tim and we were both kind of stunned at how much of a jerk this guy was being. After all, I didn't come in there asking for something I didn't earn. I got up and reached for my card and he says "well I am still going to try to help you out." I just stood there kind of in shock, then he says "they already gave you a flight credit, what more do you want" and he sort of flicks my card back at me.

At the end of the day, what embarrassed me and upset me the most was not that I didn't get the benefits that were to come along with the card, it was the way that Host made me feel and how he degraded me as a person. If this is how you are going to treat people when you match status, why even bother doing it? Why give a customer a list of benefits that go along with their "status" just to tell them - "oh those are only for people that EARN it." Sorry I'd rather not earn status by losing $100,000. No matter what, though, no one should be treated the way that Host treated me as a customer. Bye Bye Noir, it was nice knowing you.