written and last updated by
Sam Smith at
05 Jun 2023
Journalist, Editorial Department
A recent study conducted by Planetware, analyzing 7.8 million reviews on TripAdvisor, has revealed that Las Vegas ranks among the worst cities in the United States for hotel service. The sample included 9,000 hotels across 95 locations, with the city known for its glitz and glamour landing in 11th place on the list of underperformers.
The analysis focused on a total of 800,000 negative reviews, defined as those receiving one or two stars on TripAdvisor's five-star rating scale. Planetware noted that the majority of these negative comments were linked to staff rudeness. However, this does not imply that all hotel employees are unprofessional; rather, a guest's impression of a hotel can often be shaped by a single interaction. For instance, front desk staff can significantly influence how guests perceive their overall experience.
Currently, the hospitality sector in Las Vegas employs around 300,000 people. Given the findings of this study, it seems likely that these workers will need to ramp up their efforts to ensure guest satisfaction. Nevertheless, considering the nature of the complaints, there is potential for improvement.
Common grievances included poor sound insulation due to thin walls, lack of toilet paper, and bed bugs. Dissatisfaction with service ranked only fifth among the issues raised.
Interestingly, Las Vegas outperformed regions such as Florida, New York, and Miami Beach in this study. Additionally, after adjusting the parameters of the research, a separate ranking titled "15 Cities with the Worst Hotels" was created, where Las Vegas fared better than Atlantic City. Still, 10% of all hotel reviews for Las Vegas on TripAdvisor were negative. Given the city's heavy reliance on tourism, these findings provide food for thought for the local hospitality industry.
Meanwhile, a couple from New Brunswick, Canada, shared their experiences following a million-dollar lottery win.
