Business ProfileforThe Cosmopolitan of Las Vegas

I am writing to review my recent stay at the Cosmopolitan Hotel in Las Vegas. On the night of Friday, May 3rd, my friend Ren and I experienced a significant inconvenience due to a malfunction with the electronic door lock system, preventing us from accessing our room for nearly two hours. The incident started when we returned to our room on the 49th floor at 11:50 pm, only to find our key cards couldn't open the door. Despite our attempts to resolve the issue by resetting our keys at the lobby, the problem persisted, leading to multiple frustrating trips back and forth between our room and the front desk. During this ordeal, we encountered dismissive behavior from a desk attendant, which increased our frustration. However, I must commend one staff member, Jorene, who showed exceptional professionalism and empathy in assisting us. Despite the late hour and her shift ending, Jorene went above and beyond to help, even arranging for a microwave and providing generous food and beverage credit as a gesture of goodwill. Despite Jorene's efforts, the issue could not be resolved until maintenance and security personnel were involved. It took the combined efforts of desk attendants, maintenance staff, security, and the compassionate assistance of the person delivering the microwave to gain access to our room finally. We made four trips to the lobby and were locked out for nearly two hours, causing significant inconvenience and frustration. While I understand that technical malfunctions can occur, the way some staff handled this was unacceptable. One desk attendant's dismissive attitude and lack of urgency only exacerbated an already stressful situation. I hope that by bringing this incident to your attention, the Cosmopolitan Hotel will address any issues with their door lock systems and ensure that all staff members receive appropriate training in customer service and problem resolution.