ComplaintsforThe Cosmopolitan of Las Vegas

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are staying at ********* June 7th through the 12th, five nights. Big anniversary for us, we spent 3k for this trip. I tried to book a ************* room, but it was only possible through Expedia. They put us in the Chelsea ****** which in the past has been a trip killer. While its beautiful, we are perpetually lost and the view of the fountains isnt the same. I thought all fountain view rooms were in the blvd ****** thats why we booked it. We tried calling the hotel, we tried contacting Expedia and no one has given us an answer as to what room we can expect to be in. Its very frustrating, I dont want to have another issue at the Cosmo. I love it there. I just want to have a good trip and know what to expect and Im not getting any answers after spending a months pay for me.

  Business response

  04/15/2024

  Good Afternoon,

  I spoke to the guest and assured her she would be blocked in the Boulevard Tower for her upcoming stay. 

  Thank you,

  Guest Experience

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Business response

  06/06/2024

  Our Guest Experience Manager spoke with the guest. She informed him she contacted Expedia, and they could not locate her reservation. He assured her we have her reservation in our system since March 22nd and that notes were added on April 15th to ensure she is blocked in the ***************. She is aware to reach out to him directly if she needs further assistance.

  Thank you,

  Guest Experience

  Customer response

  06/06/2024

   
  Complaint: 21570267
  
  I am rejecting this response because: the customer service rep stated I had no reservation. I had to call Expedia and they ended up resolving this with someone named ******. I dont know what happened because *** spoken to people about this before. I just want to see how it goes and if we have a room when we get there because no one understands that the possibility of that not happening is there if the front desk is anything like the guy I talked to in customer service. He was very direct when he said you have no reservation, there is nothing on the system I asked if I could talk to someone else and he said no, we are all in the same system. Sorry to be a pain and I know going this route is extreme but there is no **** there that I can find that I can take this to, literally this is the only way I can express my concerns and get help. Im grateful for the people that have. I just want to see how things go at check in. 
  

  Sincerely,
  
  ***************************

  Business response

  06/11/2024

  Good afternoon,

  We have contacted **************** and she has stated that she has not had any issues with her stay. She was advised to contact us if she has any questions or concerns. 

   

  Warmest regards, 

   

  Guest Experience Management 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I was staying at the Cosmopolitan Las Vegas from March 31, 2024 to April 2, 2024 (reservation #*********) and my bank account is still being held for ****** CZK (approx. $527). I am requesting a release of this amount, I paid the accommodation bill of $419.15 by credit card when I checked out of the hotel and a deposit of $272.11 was paid prior to arrival (total cost $691.62). I have another approx. 527 USD (***** CZK) still held (unaccounted for) in the bank account. I am requesting the release of the withheld amount. Thank you *********************

  Customer response

  04/15/2024

  The deposit was returned to the bank account, problem solved, thank you

  Business response

  04/15/2024

  Good afternoon,

  I have assessed the guest's account to gather more information on this matter. It appears that the total cost for the Room, Tax, and Resort Fee was ******. Upon booking, a deposit of ****** was made on January 27, 2024. Upon arrival on March 31, 2024, an additional $****** was authorized to cover the remaining Room, Tax and Resort fees, in addition to the incidental deposit of $50 per night (2 nights). At this point we had authorization of $791.62. Upon check-out on April 2, 2024, the authorization of ****** was settled at ******, meaning $100.00 was released back to the guest. For domestic financial institutions, it usually takes about 3-5 business days for the authorizations to be verified. For international banks, it may take up to 14 business days for the fund to be verified. I would advise the guest to contact their financial to see if the verification process can be expedited. I have attached a credit card transaction review for reference. 

   Best regards, 

  Guest Experience Managment 

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Consumer

  Most Recent Message

  Date Sent: 4/15/2024 2:52:20 PM
  The deposit was returned to the bank account, problem solved, thank you

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24-3/30, my wife and I stayed the Cosmopolitan of Las Vegas ******. During our stay we encountered multiple issues and were in contact with management through our our stay. Below is a summary of the issues we had 1.) Noise from an outdoor night club preventing us from sleeping between the hours of 11 PM-4AM. With an 8 month pregnant wife and 2 year old with us. 2.) Being promised a room change the following morning/afternoon and then being forgot. 3.) Poor customer service via room telephone. Unable to accommodate basic room needs, being transferred countlessly to the wrong department etc. 4.) being forced to spend several hours in front desk line during duration of visit. Check in, noise complaint (unable to reach desk via telephone), room change, two times during stay, and again during check out. Upon checking out, I had the opportunity to speak with a member of management. I explained the above, but in great detail. The manager sympathized, reviewed our folio, and offered to resolve the matter by reducing my final bill to $3405. I deemed this an acceptable resolution and accepted the managers offer. To be extra sure, I requested a copy of this new final bill. The manager provided same and I went on my way. Upon returning home, I noticed a random $506.06 charge of my credit card. This charge originated from the front desk. When I called the Cosmo for an explanation, *******, GSL was unable to provide a clear explanation and after being on an extended hold she got back on the line and stated actually your charges were $506.06 more than what you were charged. I explained my agreement with the manager and how I had a copy of my receipt. ******* stated that management was not willing to speak with me via telephone and said they told me to tell you dispute it. Completely and totally UNACCEPTABLE that I was brushed off by management and had an agreement with a manager that was later REVOKED with no reason. Remove the $506.06 and do the right thing!

  Business response

  04/11/2024

  Good afternoon,

  
  Upon viewing the guest's transaction review, it appears that the guest has already been refunded $506.06 as of 10:40am on 4.11.2024. The guest should see this reflected in their account within the next 3-5 business days.
  Best regards,

  
  Guest Experience Management 

  Customer response

  04/11/2024

  The Cosmopolitan contacted me on 4/11/24 and resolved this issue. Please consider this matter closed. 

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Consumer

  Most Recent Message

  Date Sent: 4/11/2024 3:32:13 PM
  The Cosmopolitan contacted me on 4/11/24 and resolved this issue. Please consider this matter closed. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 1, 2023 I was approved for comp stay at the **************** Vegas from 12/26/23 - 12/31/23 by an *********************** Team (*********************). I was never informed by Cosmopolitan nor the *********************** Team - ********************* that I needed to played certain amount of money get this free comp. I was given this comp without any strings attached otherwise I have many options to stay at other locations and not stayed at Cosmopolitan. I accepted & stayed at Cosmopolitan because the comp was given. I DID NOT Sign any paperwork and did not promised to ****** certain amount of money. If I have was told I have to ****** certain amount for this to be free then I would of decline the offer.

  Business response

  04/15/2024

  Good morning, 

  I was able to connect with ******** in regard to his concern. According to ****************** the offer was contingent on Casino play. As a goodwill gesture, I removed 2 nights Room and Tax in the amount of $1479.61. ******** stated that he is still expecting a full refund. I offered to have a member of ***************** contact him to see what additional options there are. 

   

  Best Regards, 

  Guest Experience Management 

  Customer response

  04/20/2024

   
  Complaint: 21446605
  
  I am rejecting this response because: there's still a remaining balance of $963.72 difference of $1,479.61 Credit out $2,443.33 [Wrongful Charges]. I would appreciate it if they took responsibility for this and refund me the full amount of $2,443.33 versus just a partial 'gesture' on their behalf of taking accountable of ************************ stay as promised. There are no contingencies in any contract of how much one must ****** & for how long... 
  
  Sincerely,
  
  ***************

  Business response

  05/22/2024

  Good morning, 

  Our team has since connected with ******** regarding his account. The $963.72 difference that he was requesting has since been refunded to the guest. He has been advised of the refund. 

  Warmest Regards, 

  Guest Experience Management 

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Refund is now complete and paid back to me in full. The BBB is a great partner in protecting the consumers. I am deeply grateful in what you do in serving the public and not allowing businesses bully the everyday citizen when they don't get their ways. Have a great and wonderful Memorial weekend!
  
  Sincerely,
  
  ***************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We checked into the Cosmopolitan Hotel on Jan 30 On Feb 3 at 3am after leaving the card table we where confronted by hotel security They informed us we were banded from the hotel and had to leave immediately . When asked why they were very vague and stated that my husband had been facially recognized as having a phone number that had threatened the hotel in 2022. The security guard was accompanied by two police officer's. We tried to understand what was happening but were given no information. Needless to say we were forced to pack up and leave. We went to 5 other. Non MGM hotels before finding a room at 5 am. ( all sold out). We have tried to connect with the hotel to get more information with zero response.The way we where treated was beyond reasonable We were given no explanation no opportunity to respond. It makes no sense we had already been at the hotel for 4 nights. We had stayed at the hotel in 2023. They had my husbands phone number on file from the day it was booked.They also said that since we checked out in the morning of the 3rd we would not be refunded that night. My husband and I are both professionals and would never threaten anyone.However we were not and have not been given an opportunity to see or address the accusations made against us.

  Business response

  02/06/2024

  To whom this may concern, 

  Due to the sensitivity of this particular event, the only individual that would be able to assist in this matter would be our Vice President of Security and Surveillance. He can be contacted via email at *****************************************************************. 

   

  Warmest regards, 

   

  ******** ******************************* Services Manager 

  Customer response

  02/23/2024

  The cosmoplitan hotel has never reached out or responded to any of our emails phone calls 

   

  *****************************

  Customer response

  02/23/2024

  Hello,

  We contacted the person identified in the hotel's response and still have not recieved any information, explanation or response directly from the contact identified.

  The hotel has provided us with no infomation and we do not consider this matter as resolved.

  What are our next steps?

  *****.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a booked room for 2/9-2/11. Received a second email that I had another booked reservation, which I did not make, and oddly was different dates 2/11-2/13. I immediately called Marriott Bonvoy to report this booking was not done by me. They called the hotel immediately and the general manager agreed to issue a full refund as this was not a booking I made. I had a case opened with Bonvoy where all of this is documented. (The ** agreeing to a full refund) 4 days later I receive my refund in the amount of only $265. So I have spent countless hours on the phone with Cosmopolitan, Marriott Bonvoy, and the autograph lounge, room reservations and cant get an answer as to where is the rest of the refund. All they can tell me is I cant cancel and theyre keeping my money. Why would they agree to refund the full amount then keep the rest on a booking I never made and Calle din and reported that day, Very fraudulent. Not to mention the worst ever customer service.

  Business response

  02/09/2024

  Good Evening,

  The remaining balance from the initial deposit has been refunded in the amount of $1,473.94. 

  Thank you,

  The Cosmopolitan of Las Vegas Guest Experience

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our family had a fire pit reservation at the Cosmopolitan Ice Rink on 12/30/2023. There was an incident with our waitress, who tripped on the staircase and spilled champagne all over my jacket which was on top of my husbands backpack which had my Chanel purse. Everything got drenched and soaked through. She managed to get some of the kids shoes under the chair wet too. The waitress apologized and explained she would be comping the champagne she spilled. The biggest concern were all our items were wet. My wet puffer jacket that could not be worn and the $6000 Chanel purse that was wet. The kids shoes we dried off in front of the fire pit but the coat was much too heavy and drenched. It was the only jacket I brought with me on our trip and it was 40 degrees at this point around 7pm. The pool manager, *********************** came over. She apologized and said she would reimburse us for the fire pit and provide me with a jacket to wear so they could dry clean mine. I agreed to this but when she returned, she came with her manager, *********************** and a thin zip up. I explained to her I needed something thicker and she said that this was the only thing she could give me. She also said dry cleaning would take ***** hours which meant it would not be ready by the time I left. So, I took my wet jacket back with no other option. The securities manager took statements from myself and my husband and witness statement from our friend. I was really worried about the condition of my purse and the depreciation value now that it had champagne damage. He asked what I would like and I told him cash value. We sat under a camera so he said he would get back to me. The reimbursement for the pit never came so my sister had to dispute with the credit card company. I have yet to hear from anyone. I have texted ***** but no updates. I called several different phone numbers left messages they told me to email risk management so I did that too but still no response. They basically did not do anything.

  Customer response

  02/05/2024

  There is no request for compensation for personal injury.  Im asking for compensation on the damages that was on my purse.  The waitress spilled champagne all over my purse.  I was supposed to hear back from Cosmopolitan and never did.  I am asking to hear back them from for the damages on my purse.  Please review again and re open this case for me.  Thank you.  

  Business response

  02/26/2024

  Good afternoon, 

   

  This concern has been escalated to our *************** team. They have been in contact with the guest regarding this event. 

   

  Warmest regards, 

   

  Guest Experience Management 

  Customer response

  03/02/2024

  The business and I have been in communication but I am still waiting on final resolution.  Once I receive that I will confirm with BBB. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew in to attend an event on ***, with us being paying guests for a 4 night stay. The Chelsea ******** is a first come, first serve event space with no official lining up plans whatsoever. As someone who frequents traveling across the country for specific artists, I have never been to such an awfully organized and rude set of security as I did at this event space. When you see a FCFS, not having a plan for a queue is beyond poorly managed.Upon arrival, we were greeted by security guards allowing us to the common area to wait. We listened to them, followed the rules, and were quiet and orderly. A second set of security came by two hours later stating we were breaking the rules and threatened to trespass us. This was a respectful group of people, quietly sitting and waiting. Nobody was drinking or being disorderly. The 10 of us waiting were only doing what security told us to initially, without any more direction given. The security (a really large black gentlemen, and an old black gentlemen who walked with a slightly bent back) were treating their paying (and mind you, massively surcharged) guests like criminals when we were respectfully listening to the direction given by previous security. Those two men in particular were on a power trip and threatened to trespass us simply for trading friendship bracelets with each other, amongst other several other things.I will say, ***** is a positive asset to the team and I respect her trying to fix the situation at hand once it was her shift. The cosmopolitan needs to treat their paying, sober, compliant guests with more respect. I have no issue bringing this issue higher up in hopes for better organization for their events. I will not be back as a customer until this has been addressed.

  Business response

  01/04/2024

  Good afternoon, 

  To whom it may concern, 

  Due to the guest being impacted while staying with us, we will be refunding $1000.00 to the **** on file ending in ****. We will also be sure to escalate the guests concerns to security management so the issue can be appropriately addressed. 

   

  Best regards, 

   

  ******** ******************************* Services Manager

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I stayed at the Cosmopolitan for our Christmas holiday from 12/25/23 to 12/30/23. We made the reservation through a host, Moann. We reached out to her to make the reservation and had to follow up several times. Ultimately, we never got a confirmation email or confirmation text message from her, my wife just saw the stay had been booked via my Identity Rewards account itinerary. Upon checking in, we were told that the stay was fully comped and our credit card would only be charged for incidentals. We did not sign anything stating the room was not fully comped and the desk clerk didn't mention any cost to the stay. After we got home, the folio for the stay was emailed to me and showed a total of $1,168.28. Our bill showed we were charged a room rate on 12/28 for $270 and on 12/29 for $540. Since we had not been told about this in advance, we called guest services shortly after getting the email. They got in contact with the host who told them she had comped us for 3 of the 5 nights. When we explained that she did not tell us that it was only for 3 nights, ***** services refused to help, telling us that we should contact the host since she had reserved the stay. We spoke with a manager who also continually told us that we should contact the host and while she apologized for the check in agent not telling us about the charge, insisted that there was nothing she could do. We've reached out to the host both via phone and text message and she didn't answer the call or respond to our messages. We make this trip every year and stay at Cosmopolitan multiple times a year, its terrible that they not only didn't tell us that only 3 of the nights were comped (even at check in) and then they refuse to assist us and are charging us for the more expensive nights. I've attached the text message conversation with the host.

  Business response

  01/05/2024

  Good Afternoon,

  The guest has been contacted by the Executive Director of *********************** and has been refunded the additional 2 nights.

  Thank you,

  Guest Experience

  The Cosmopolitan of Las Vegas

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  After speaking with a representative from the cosmopolitan, my issue was resolved. 

  During my conversation, I learned my casino host was no longer, and hadn't been with the company for months. The guest services manager that I spoke with initially, said she spoke with the host while I was on hold, which turns out was a lie. Hopefully this was dealt with internally. 

  Sincerely,

  
  *********************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had painstakingly planned a father-sons trip for me and my three boys. I originally reserved two rooms, each with two queen ***** Upon reaching the reservation desk, the front desk person spoke quickly and, without explicitly saying, made it seem like she was doing me a huge favor by giving me a suite instead of two rooms. The line was long and I felt rushed. The attendant made it out like it was a no brainer. However, when it was all said and done, the total amount was much more than I had intended on spending. I take some responsibility for being trusting, but I believe it was by design and a bit contrived. I am now left with a really bad taste in my mouth about this establishment.

  Business response

  01/05/2024

  Good Afternoon,

  I left a message for the guest to apologize for the experience. The upgrade fee for the 3 nights has been refunded back to the guest.

  Thank you,

  Guest Experience

  The Cosmopolitan of Las Vegas

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩