A high-end Las Vegas Strip resort found itself in a public relations nightmare last week when frustrated guests were forced to wait hours to check in, thanks to a botched system upgrade. Resorts World Las Vegas, a billion-dollar property promising cutting-edge hospitality, instead left travelers stranded in massive lines, some reportedly waiting as long as seven hours just to get to their rooms.

The fiasco came to light when international sports journalist Danny Weidler posted a photo of the chaos, calling out the resort’s failures. The response from Resorts World? A canned social media apology citing “maintenance to improve the booking experience.” But for guests left standing in never-ending lines, the promise of future upgrades did little to ease their frustration.

Reports quickly surfaced on other platforms of guests struggling to book rooms due to the same tech debacle. By Saturday, Resorts World claimed the upgrade was complete, but the fallout was far from over.

A statement from the hotel admitted to “longer-than-expected delays” caused by the “unforeseen outage,” but reassured guests that the new system would ultimately “enhance the customer experience.” For many, that assurance felt hollow after a travel experience that resembled a DMV visit rather than a luxury hotel stay.

The timing couldn’t have been worse. The hotel was hosting the National Rugby League (NRL) teams from Australia, and according to Weidler, some of the athletes were ejected from the resort due to their names not appearing in the system—a blunder directly tied to the system failure.

While Resorts World—home to Hilton, Conrad, and Crockfords brands—insists the system overhaul will lead to smoother operations, one thing is clear: the damage to its reputation is already done. Guests expect five-star service, not seven-hour waits.

For a city built on hospitality, this kind of mishap is unacceptable. The question remains—will Resorts World make things right, or will guests take their business elsewhere?

Source: Review-Journal

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