Luxor’s room service replaced with a new digital food delivery system

Luxor has launched a new food delivery program to replace the resort’s traditional room service.

The pyramid-shaped resort on the South Strip halted room service when the COVID-19 pandemic shuttered the resorts for 78 days in March 2020. It did not return once the property reopened in June.

Luxor Express, an in-room food and drink delivery program, began operating on Thursday. Initially, it is offered from 7:00 a.m. to 1:45 p.m. at two food outlets in Luxor – Pyramid Cafe and Backstage Deli – to guests staying in the East and West Towers.

In a few weeks, the schedule should expand to include Diablo’s Cantina and Public House with deliveries to Pyramid Rooms with extended hours, according to Emmanuel Cornet, vice president of catering for Mandalay Bay, Delano Las Vegas, Luxor and Four Seasons. Vegas.

A room guest can request food delivery using their own phone or other digital device instead of calling a central room service phone number.

Brian Ahern, a spokesperson for MGM Resorts International, said the company is bucking the trend of discontinuing traditional room service, a practice that began around the world after hotels reopened after lockdowns. resulting from the COVID-19 pandemic.

Of MGM properties, only Excalibur is without traditional room service and only Luxor is trying out the new system.

Similar systems in use

Resorts World Las Vegas has a similar food delivery system from its Street Eats area.

Wynn Resorts Ltd. retained its traditional room service system while representatives from Caesars Entertainment Corp. did not respond to inquiries about the status of room service at its properties.

“I think room service or delivering food to hotel rooms is something that Las Vegas guests continue to appreciate and that’s why we’re keeping it going,” Ahern said.

But this is not the case in many hotels around the world.

“The elimination of room service has been a global trend over the past 10 to 15 years,” said Amanda Belarmino, assistant professor at UNLV’s William F. Harrah College of Hospitality.

“In 2016, the American Hotel and Lodging Association found that only 22% of hotels offered room service,” she said. “The trend reversed due to the pandemic because people didn’t feel safe gathering in large groups. However, room service is unprofitable and generally unpopular.

“In hotels without games, we’re seeing a trend of consumers ordering from food delivery apps like UberEats instead, meeting the driver in the lobby, and then delivering the food to their room,” Bellarmino said. “I think we can expect to see hotel-casinos continue to come up with creative solutions for in-room dining beyond traditional room service.”

A representative from the American Hotel and Lodging Association said Monday that the association has no updated data regarding the importance of room service.

“One of the hits that has happened during the pandemic and in many cases outside of Las Vegas it’s not been the full-service, 24/7 room service. has not returned and may not return as hotels continue to face cost and labor issues,” said Brendan Bussmann, industry analyst at Las Vegas-based B Global.

“Las Vegas is a 24/7 city and some customers still want that cheeseburger at 3 a.m.,” Bussmann said. “Workforce continues to be a challenge, however, which has forced companies to rethink how best to serve the customer.”

Contact Richard N. Velotta at [email protected] or 702-477-3893. Follow @RickVelotta on Twitter.