State-Of-The-Art Service Picking Up del Lago’s Casino Revenue Slack

Written By Jessica Welman on March 25, 2018 - Last Updated on November 30, 2022
tray of breakfast food on bed

In the increasingly competitive New York casino market, properties will do anything to stand out. For example, Resorts World Catskills touts its partnership with casino software company IGT. As part of the deal, the casino utilizes many state-of-the-art products, like IGT’s Cardless Connect program.

Meanwhile, del Lago continues to struggle when it comes to casino revenue. However, its partnership on the hotel side is bringing in the room service bucks.

del Lago’s Intelity technology puts the casino resort at guests’ fingertips

The general approach to casino hotels in the past was to keep the patrons out of their rooms and on the casino floor. However, the hotel industry has come a long way over the years. Now, casinos like del Lago tout their resort amenities as much as their Roulette table.

With that in mind, del Lago utilizes both the Intelity ICEapp and ICEbedside tablets. This technology puts those resort amenities in the guests’ hands. Christina Paolelli of del Lago elaborated on what kinds of things the app and tablet offer:

“We believe strongly in the digital guest experience, which includes offering a mobile app so guests have easy access to information everywhere during their stay, and keeping that app front-and-center in guestrooms. With ICEbedside tablets strategically located on night stands, we are making it extremely convenient for people to order room service, request valet service, ask housekeeping for an extra pillow, make a restaurant reservation, schedule a treatment and much more. ICEbedside even gives guests control some of the in-room technologies, like lights and the TV.”

So far, the casino estimates the Intelity technology has brought in around $25,000 in additional room service charges. Additionally, they estimate approximately 10,000 customers engage with the technology each month.

Casino revenues for first year $100 million below expectation

The money the Intelity software generates certainly helps the casino. The del Lago casino revenues for its first year of operation came up $100 million short of projections.

Admittedly, $260 million in revenue the first year was a big goal. However, with the casino only bringing in $160 million, people are certainly nervous about the property’s future.

At least del Lago knows it is not the only casino struggling. Both Tioga Downs and Rivers Schenectady came up short on revenue expectations. Resorts World Catskills, meanwhile, had an unimpressive debut earlier this year.

Casino management at del Lago does seem to think the hotel will help turn the tide. The hotel only opened last summer, so the first few months of operation, the casino struggled with no housing for guests.

Now that the word is getting around about the state-of-the-art amenities at the resort-style hotel, the hope is Year 2 sees that boost carry over into the gaming revenue side as well.

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Jessica Welman

Jessica Welman is a longtime member of the poker media. She has worked as a tournament reporter for the World Poker Tour, co-hosted a podcast for Poker Road, and served as the Managing Editor for A graduate of the University of Southern California and Indiana University, Welman is not only a writer but also a producer. She has been involved for livestreams for the WSOP and WPT and worked as a consultant on many other poker productions. She can be found on Twitter @jesswelman.

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