Sin City has been named the 11^th worst city in the United States when it comes to the level of its hotel services. The survey, conducted by Planetware.com with the help of 7.8 million TripAdvisor reviews, aims to give a very rough outline of which cities have to improve.

Las Vegas Needs to Up Its Game in Hotel Service

Although many other entrants are worse off, fewer have so much riding on their tourism as does Las Vegas. Essentially, the survey used all 7.8 million responses to gauge public perception and personal experience with 9,000 hotel properties in as many as 95 cities in the United States.

A total of 800,000 bad reviews were analyzed in the process, with the survey designating a bad review as any review that had one or two stars only out of TripAdvisor’s five-star rating system. Las Vegas currently employs 300,000 people who are working in hospitality and who may need to step up their efforts in order to keep guests happy.

Planetware then went on to explain that the negative reviews were mostly to do with rude staff, which is not to say that all staff is rude, but that a guest’s opinion of a property has been formed on the basis of a single interaction. Front desk workers, such as those at reception, could have a big impact on how guests assess their experience with a property.

The good news is that the type of criticisms that disappointed guests had to leave go beyond their interaction – which means that they can be fixed through systematic changes. For example, guests have been complaining about cigarette odor, giving credence to an ongoing debate that smoking is generally undermining business in the hospitality sector.

Other common complaints were made about lack of toilet paper, thin walls, which made it easier to hear your next-door neighbors, and bed bugs. Poor service only came fifth on the list of annoyances that guests shared across the nation.

There Are Worst Places to Talk About Still

On the plus side, Las Vegas is not the worst city on this list. Cities with the worst overall service tend to be Miami Beach, Florida, Siesta Key, Florida, and New York, New York. Then again, as mentioned before, these cities do not necessarily try to advertise themselves as tourist-friendly places, although they definitely attract their fair share.

Even better, when the survey altered the parameters and ran a parallel comparison titled “Top 15 Cities with the Worst Hotels,” Atlantic City was perched very close to the top of that negative rank list, giving Las Vegas a clear advantage over Atlantic City in a sense. However, 10% of all Las Vegas hotel reviews left with TripAdvisor were bad reviews, or in other words – either one or two-star review.

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Crown Melbourne the Victoria-based property, which is currently under a special supervision regime, is expected to be restored to full operations early next year. Before this happens, however, the Victorian Gambling and Casino Control Commission would have to decide on the operator’s suitability first.

VGCCC Prepares for Transition-out Plan

Should Crown Melbourne fail, though, the VGCCC already has what Kimmitt has described as a Plan B, which could see the regulator make sure the property runs even if the iconic operator is no longer deemed capable. Kimmett dismissed media speculation that properties are too big to fail – failure was an option, she said, and it was up the newly-setup regulator to find a way to move past a worst-case scenario.

Presently, the Melbourne casino is still under a special monitoring regime, carried out by a Special manager, and will continue to be so until next year when a final decision ought to be made. Stephen O’Brien, who supervises the remediation efforts undertaken by Crown, will make recommendations to the VGCCC at the end of this year and seek to help the regulator arrive at a decision.

The commission though is not shy about what would happen if Crown failed. According to Kimmett’s interview with Inside Asian Gaming, the regulator and Crown are already working out a “transition-out plan.” This is done in order to ensure that jobs remain intact and that the property, which is an important part of the state’s economy, remains open and thriving.

Crown Continues to Collaborate Fully

Kimmett confirmed that Crown has not baulked at the suggestion, and the team at the operator has been cooperating fully with the VGCCC. Crown is now the property of Blackstone, a global investment group, which did not hesitate to acquire the beleaguered casino brand even though it faced multiple legal challenges in Australia.

“What was really pleasing in working with Blackstone is that when we put to them that much higher bar of expectations, they signed up to it,” Kimmett said Despite the plan, though, things so far seem to be looking up for Crown and Blackstone who are confident that they will be able to restore their reputation with the regulator and continue business as usual from 2024 onwards.

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