Jae C. Hong / AP
The Las Vegas Monorail passes by MGM Grand, April, 27, 2006, in Las Vegas.
Friday, Sept. 15, 2023 | 2 a.m.
Cybersecurity threats
In New York-New York, it’s hard to miss the guards posted at every elevator with access to hotel rooms, checking keycards and ushering tourists past them.
It’s a sight that’s been common at MGM International Resorts properties in the United States since the company was hit by a “cybersecurity issue” Sunday night.
Up the Strip at Aria, clusters of slot machines were down near the entrance and employees were scattered around the winding check-in line with clipboards in hand. Check-ins are still being done manually for security reasons, an employee at the Aria said. He said he was not able to divulge any further details, he added.
One tourist who was attempting to draw money from his card at the Strip resort called his week in Las Vegas “a nightmare.”
He said he was staying at another MGM hotel further south on the Strip and that the Aria’s lines and downed machines were not as bad as MGM casinos down the boulevard.
MGM has released multiple statements regarding the issue, but those have given little clarity on the cyberattack.
The nature of the issue was not detailed, but a statement from MGM earlier this week said efforts to protect data included “shutting down certain systems.”
MGM’s computer system shutdown prevented credit card transactions at its properties and crashed the BetMGM sports betting mobile app and company websites. It also prevented digital access to guest rooms, halted some slot machine play and provided the company plenty of bad publicity.
It was not known how many people were affected by the disruptions.
The incident affected properties in Las Vegas and states including Maryland, Massachusetts, Michigan, Mississippi, New Jersey, New York and Ohio, said MGM spokesperson Brian Ahern.
The FBI said in a statement that it was “aware of the incident” but did not disclose details. It characterized the event as ongoing.
MGM has tens of thousands of hotel rooms in Las Vegas at properties including the MGM Grand, Bellagio, Cosmopolitan, Aria, New York-New York, Park MGM, Excalibur, Luxor, Mandalay Bay and Delano.
The resorts have bridged the technology gap by giving physical room keys to guests who were previously using digital access and accepting dining reservations over the phone.
“We continue to work diligently to resolve our cybersecurity issue while addressing individual guest needs promptly,” MGM said in a statement Thursday morning. “We couldn’t do this without the thousands of incredible employees who are committed to guest service and support from our loyal customers. Thank you for your continued patience.”
Credit card payments are back at many of the small shops and restaurants inside MGM properties. Guests are able to once again park themselves in front of certain slot machines and gamble — but only with cash.
Some people are finding the bright side of this situation, though.
Robert Popa and his wife, Melisa, traveled Wednesday to Las Vegas from Phoenix with their son. They were excited to celebrate Robert Popa’s 50th birthday Thursday, but feared what might happen once they heard of the issues plaguing MGM’s properties.
“We tried making several phone calls, (but) their phone line was down,” Robert Popa said. “As far as checking people in, it wasn’t smooth, but it wasn’t that bad.”
Once arriving Wednesday morning at Park MGM — earlier than anticipated in an effort to plan for long lines — the trio found that the hotel’s problems hadn’t been solved.
However, it surprised them how quickly they were able to be seen and checked in despite the lack of access to technology, the Popas said.
They approached the front counter and were immediately met by a Park MGM employee, clipboard in hand to take down Robert Popa’s number. He said the employee called them once their room was ready and handed them a physical key with no issues following.
“We actually arrived early, anticipating long lines, (but) it was probably the fastest we’ve checked in in a while,” Robert Popa said with a chuckle.
Thursday, four days into the cyberattack, the Popas were sitting outside of New York-New York sipping on sweet lemonades from the Hello Kitty Truck and enjoying their break from the blistering Arizona sun.
Because the couple had their young son with them, they didn’t do much gambling and weren’t as affected by the slot closures, they said. The trio had spent some time at the Cosmopolitan earlier in the morning, where business seemed as usual on the bustling casino floor.
“It hasn’t impacted us because we’re here, familywise,” Robert Popa said.
Wednesday afternoon, the Popas hung out and grabbed dinner at the Bellagio, where long lines were the rule. Robert Popa said that everywhere they ate, they encountered no issues and were even able to get immediate service walking up to some restaurants.
He believes part of the reason was because it was midweek, when fewer people travel to Las Vegas, and that the weekend may be worse if this issue persists.
But the family did find one aspect of the rooms they said they never expected to affect them, especially on a vacation.
“I think the only thing we’ve really missed is no TV, you know, just chilling in the room,” Melisa Popa said. “Just odd things like that.”
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