I have been reading the “locals” Next Door Digest frequented by many locals in Henderson. There is considerable unhappiness with Green Valley Ranch. It seems that the post-pandemic business model has changed to focus to more high-end customers as opposed to locals. I used to frequent it myself pre-pandemic and found it welcoming and friendly to locals. I recently visited a couple of times and found it unwelcoming: no more buffet, $17 for bacon and eggs, coffee extra, tightening (seemingly) of VP and slots. What’s more important, a significant decrease in crowds. It seemed funereal. Is this my (and others) imagination or does it reflect reality in your view?
We keep getting this kind of question and we keep trying to find different ways of answering it. Here's the latest.
The pandemic and subsequent era have been a godsend for casino companies. They discovered they could get by with vastly smaller workforces, fewer amenities, and much higher prices. Not only are profits and cash-flow margins through the roof, customers have generally bent over backwards for this new austerity regime, so grateful are they to be able to come back to Las Vegas.
Since the Sin City customer isn't particularly price resistant, casino companies have been not only willing, but eager, to push the envelope in terms of what visitors will accept. And there’s been little, if any, pushback to this.
Now, in terms of Station Casinos specifically, this has taken the form of phasing out the low-roller joints like Texas Station and Fiesta Henderson in favor of upscale developments in Inspirada and Skye Canyon. Indeed, under-construction Durango Resort is being positioned for out-of-town visitors, despite having only 200 hotel rooms, the bare minimum.
Some amenities are gone for good, particularly buffets. Station was at the forefront of replacing them with food courts/halls that are four-walled to outside operators, trading expenses for increased rent income. But Station is by no means the only offender.
Tight slots and video poker paytables at Green Valley Ranch are an answer for another day, but higher prices (and $17 for bacon and eggs is awfully steep for a locals casino) are the industry’s way of testing your tolerance for rising prices for its product. And as we've said many times, as long as consumers vote yes with their feet, it will continue.
If it's any consolation to Hendersonians, out-of-town visitors face even more indignities than locals do, in the form of record-high room rates, resort fees, paid parking, toll booths on the Strip, bare-bones staffing levels, and the like.
For the time being, the casinos have nothing to worry about and clueless and/or complacent customers are really to blame. Las Vegas has experienced a recovery of historic dimensions, while value and customer service suffer the consequences. What used to be a bargain destination has become a clip joint and very few people seem to realize it and fewer still care.
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