Las Vegas, long one of the world's leading places for gambling and entertainment, is under scrutiny for rising costs some visitors grumble are devouring the city's long-standing unique affordability.
Even as the city continues to attract tens of millions of people each year – especially during March Madness – an ever-growing number are questioning whether it's still worth the trip.
The Las Vegas Review-Journal contacted over 20 off-Strip, downtown, and Vegas Strip casino operators. The publication conducted the survey to gauge whether guests' discontent with costs triggers any change in how casinos approach pricing and guest experience.
However, most casino corporations didn't respond to the call for comment, and two declined to participate. The Las Vegas Convention and Visitors Authority (LVCVA), which also refused an interview, provided limited data from its 2024 visitor profile survey.
The LVCVA's data offers a mixed picture. In its latest survey, 87% of 2024 visitors reported being "very satisfied" with their Vegas visit, a decrease from 94% in 2019. Another 10% said they were "somewhat satisfied." Interestingly, 54% of visitors said Las Vegas met or exceeded their expectations, which shows the city continues to provide experiences that appeal to many travelers despite price increases.
Casino operators who responded to the Review-Journal recognized business costs increased significantly during the past several years. They cited labor costs, food prices, and general inflation as leading factors. Yet, such operators reiterated their commitment to providing value at various spending levels.
Las Vegas leaders take notice
Skylar Dice, senior VP and GM of The Strat, stated good hospitality standards and guest service are essential, with the cost of the overall tourism and travel industries continuing to rise. Dice explained good value for price paid is always at the top of the list, no matter the price point.
President of Virgin Hotels Las Vegas, Cliff Atkinson, said his property aims to provide a welcoming but upscale experience while maintaining the value that's long characterized the Las Vegas brand.
Downtown Las Vegas is particularly attuned to customer grievances. Circa, The D, and Golden Gate co-owner Derek Stevens said engaging with tourists—through reviews and face-to-face dialogue—is the magic behind staying in touch, providing invaluable insight into making customers happy.
Some indicators point to some casino resorts reshaping their offerings in response to customer feedback and increasing anger at costs. The Palms recently gained favor with gamblers by reinstating 3:2 blackjack payouts—a more favorable ratio for players—after several years of ubiquitous industry application of the less player-friendly 6:5 version.
Sweeping shifts industry-wide, however, remain on the table in the not-so-near future. Though certain visitors gripe at added expenses, aggregate figures nevertheless support the assertion most tourists remain convinced value still exists for the Vegas experience.
Though necessary, decreasing satisfaction figures failed so far to catalyze the wholesale breakdown in visits or keep the shopper's dollar in the till.
