Vegas family says Marriott ‘digital check-in’ failed, left them sleeping in car in Las Vegas heat
Family alleges a newly opened Marriott property refused to check in without a physical card, despite digital-check-in promotions, prompting them to shelter in their vehicle with a 3-year-old.
A Las Vegas family says their stay at the newly opened Element & AC Hotel Symphony Park, operated under Marriott’s portfolio, devolved into a car-camping ordeal after they could not check in because they did not have a physical credit card in hand. The father, a Marriott Bonvoy Titanium Elite member, says he repeatedly sought help through every official channel as temperatures rose, leaving his wife and their 3-year-old child in the back seat overnight.
The family had booked a room under a standard corporate practice that Marriott has promoted in recent years as part of its digital and mobile check-in offering. They say they attempted to check in using a digital option, only to be told that a physical card and ID would need to be run through the property's chip-and-pin terminal. The general manager at the property reportedly sent a message indicating that a physical credit card was required at check-in, despite the hotel’s advertised digital features. The family says this was not clearly disclosed as a prerequisite for check-in when they reserved the room.
According to One Mile at a Time, the GM’s note read, “I do apologize for not being able to check you in without a physical credit card being present at the time of check-in … At our property we do require a matching ID and Creditcard be run through our chip & pin machine … I do sincerely apologize for any inconvenience this may have caused you.” When the guest escalated the complaint, Marriott’s corporate team reportedly told him the Vegas property was “within its rights” to demand a physical card and ID, even while acknowledging an inconsistency between the advertised digital amenities and the actual checkout process. The guest described the response as deceptive and urged Marriott to update its amenity listings to reflect that a physical card could be required, arguing that such clarity would protect consumers and the company from regulatory scrutiny.
The Post has reached out to Marriott for comment.
The incident is not isolated within the hospitality industry. The Post’s reporting this year has highlighted broader tensions around tipping practices at hotels, including screenshots showing third-party booking sites prompting tipping requests before guests check out. In a separate round of reader accounts, travelers described receiving tipping prompts at check-in at properties such as Marriott LaSalle in Bryan, Texas, and Boston’s Hyatt Centric Faneuil Hall. These anecdotes underscore a growing consumer skepticism about what services are promised at booking and what actually occurs at check-in, even for upscale brands that market streamlined digital experiences.
The New York Post’s coverage notes that the digital-check-in feature, which Marriott has promoted as a convenience to skip the front desk, does not always guarantee a seamless arrival. Some guests have reported friction between advertised conveniences and the policies enforced at the property level, a discrepancy Marriott says it is examining. The company has signaled it is reviewing the cases and will share findings with internal teams, but it has not publicly committed to a specific remediation for the Las Vegas incident.
The family’s account arrives amid a broader discussion about consumer protection and advertising transparency in the hospitality sector. Advocates of clearer communications say hotels should specify any conditions attached to digital amenities, such as requirements to present a physical payment method or government-issued ID, at the time of booking or check-in. Critics warn that without explicit disclosures, travelers may rely on marketing claims that do not reflect on-site practices.
As regulatory scrutiny grows in some jurisdictions, industry observers say brands may need to recalibrate how they present digital amenities and how front-desk policies intersect with advertised conveniences. Marriott’s representatives have not disclosed when or how the internal review of the Las Vegas case will proceed, and the company has reiterated that it is committed to guest experience and to addressing concerns raised by customers.
While the Las Vegas case centers on a single stay and a family experiencing a stressful night, it also highlights a tension within the business and markets side of hospitality: how to monetize digital conveniences while maintaining predictable, policy-driven guest service. The episode also illustrates how customer experiences can quickly move from promotional messaging to legal and reputational exposure when expectations do not align with on-site practice.
