Excerpt
I don’t know who at MGM thought selling $26 bottled water was a good idea, but it surely wasn’t. You can’t offer affordable rooms and then charge luxury prices for basic things like coffee and water.
Posted By: Daryl
So now MGM’s CEO, Bill Hornbuckle, comes out and says, “Shame on us.” Honestly, that’s the least he could say after what happened this summer. People were rightfully upset — $26 for a bottle of Fiji water at the Aria and $12 coffee at Excalibur? That’s not customer care, that’s losing touch with reality.
And now he’s admitting it: “You can’t have a $29 room and a $12 coffee.” Exactly. That’s what guests have been saying for months. The balance between affordable comfort and high-end experience just flew out the window.
Vegas used to mean value mixed with excitement. You could enjoy the bright lights, try your luck, and still feel like your money was respected. But lately? It feels more like a place built to squeeze every last cent from visitors. MGM didn’t just overprice a drink they overestimated people’s patience.
That $26 bottle of water became the symbol of how disconnected these resorts have gotten. People don’t mind paying for luxury, but they do mind feeling taken advantage of. Vegas is supposed to be about fun and freedom, not frustration.
Now MGM says they’ve “price-corrected.” Translation: people stopped spending, and the company finally noticed. It shouldn’t take public backlash to remind a company to value its guests. Someone inside that boardroom must have realized how bad it looked to charge nearly thirty dollars for water.
Let’s be honest — no one expects Vegas to be cheap. But there’s a difference between expensive and excessive. You can’t build loyalty when your customers feel tricked. It’s not just about the prices, it’s about the principle.
Hornbuckle said they “lost control of the narrative,” but what they really lost was trust. When guests start bringing their own snacks, water, and coffee to avoid resort prices, that’s a clear sign something’s gone wrong. People want to feel welcomed, not managed like numbers on a spreadsheet.
To MGM’s credit, owning up to it is a good first step. But actions speak louder than conference calls. They’ll need to rebuild their reputation by actually putting the customer first again lowering prices where it makes sense, improving service, and making guests feel appreciated instead of targeted.
Because the truth is, people will always go to Vegas. The question is whether they’ll choose MGM again. Nobody wants to vacation somewhere that makes them feel foolish for spending money. Hospitality is supposed to make you feel valued, not overcharged.
If MGM wants to win back the crowd, they need to remember what made them great — a blend of excitement, accessibility, and care. Because at the end of the day, no one’s asking for free water. They’re asking for fairness. And that’s something no resort can afford to lose.
