Las Vegas Among Worst US Cities for Hotel Service — Survey

Posted on: June 2, 2023, 04:56h.

Last updated on: June 2, 2023, 04:56h.

Corey Levitan Read More

Expertise: Commercial Gaming, Entertainment, Expert Insight, Las Vegas, Restaurants, Las Vegas Myths.

Las Vegas did not make the Top 10 worst US cities for hotel service, according to a new survey by travel website Planetware.com.

It came in 11th worst.

Poor service was the fifth most common complain left in hotel room reviews nationwide. (Image: azbigmedia.com)

For a city driven by the service industry, that’s not a score to celebrate. More than 292K people worked in the hospitality and leisure sector in Las Vegas as of February 2020, according to the US Bureau of Labor Statistics.

Planetware said it compiled its list by surveying 7.8 million TripAdvisor reviews of 9K hotels in 95 US cities, analyzing the reasons given for 800K bad reviews (1 or 2 stars out of 5).

“A good hotel stay goes beyond a guest’s experience in the room,” the website explained. “Those working the front desk can also play a large role in the overall experience. As part of our analysis, we combed through the millions of reviews to find mentions of the staff and customer service.”

Topping the naughty list was Miami Beach, Fla., with nearly one in five negative reviews (19.1%) targeting hotel service or rude staff. Montauk, NY (17.8%), the resort town on Long Island’s East End, was next followed closely by Cape May, NJ (17.3%), Siesta Key, Fla. (16.7%), and New York, NY (16.5%).

Poor service was the fifth most common complaint left in hotel room reviews nationwide, according to Planetware. It followed complaints about cigarette odor, lack of toilet paper, bed bugs, and thin walls.

Though Las Vegas had more than its share of complaints about poor hotel service, it did not make the survey’s list of Top 15 cities with the worst hotels. That was topped by Myrtle Beach, SC; Atlantic City, NJ; Virginia Beach, VA; San Jose, Calif.; and South Padre Island, Tex.

Among other key findings of the survey, 10% of all Las Vegas hotels had TripAdvisor reviews with 1 or 2 stars.

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Brian June 5, 2023

Is there a link to the report?
Jaxon June 3, 2023

The crowds that have been coming to Vegas since the pandemic, are different than the crowds before March 2020. I may agree with the service expectations may have gone down a bit, but these crowds are now expecting EVERYTHING to be free, and those that are free are expected to be UNLIMITED. I understand you are paying good money to stay in our hotels, but don’t be a jerk toward the staff, who is doing their best.
CJ June 2, 2023

I don't live by Yelp reviews (in fact? I hate Yelp and Yelpers), but this was a travel website's gathering of statistics and I can't help wondering about a few things: _resort fees (these suck!) _underpaid staff (they deserve better!) _paid parking (there goes tip !) _not enough tipping (less income means less customer service!) _added tax fee on event / concert tickets (these really suck!) _overpriced drinks (less to tip staff!) Now when you stay at five star resort? you kind of expect to be nickeled and dimed, but when it's a one - three star chute? hey cheap rooms should not mean a lack of amenities and extra charges for nothing (you hear that MGM and Caesars?!) Maybe those things we complain about here in Las Vegas are worse in Florida and New Jersey and Northern California and South Carolina and Texas Coastal ...