Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gift card for the Cosmopolitan of Las Vegas hotel in the amount of $150 on 5/27/24. I tried to use it at the hotel on 4/21/25. The card was declined. I called customer service and they said that I can't use the card towards a room. I've used these cards during checkout several times in the past. I usually add all my purchases from food shops, gift shops, general hotel purchases to my room. I use the gift card at the end of my stay and never had an issue. Furthermore, the company website clearly states that I can use the card towards lodging. I was also told by the hotel staff that I could use the card anywhere like a **********. I've tried to use it randomly and it declines every where. I don't plan on returning to the Cosmopolitan and I don't feel like I should be out $150 for something that's not my fault. Picture and proof will be attached.

  Business Response

  Date: 04/24/2025

  Good afternoon, 

  I have refunded the $150 to the **** ending in 5946. Please allow 3-5 business days for it to reflect in the account. 

  Best regards, 

  Guest Experience Management 

  Customer Answer

  Date: 04/25/2025

   
  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

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My check in was supposed to be at 3 pm 1/2/2025. It is currently 5:12 pm on 1/2/2025 and Im still not check in. Clear breach of booking contract.

  Business Response

  Date: 01/06/2025

  Good afternoon, 

  After reviewing the notations for this particular reservation, it appears that the guest was pre-registered for a room at 2:35pm and had a specific request for a room over the 30th floor.  Though there may have been a room available on a lower floor at the time of arrival, the request for a higher floor was honored, so the guest had to wait for the room on said higher floor to be cleaned. Considering that many of the rooms and suites on higher floors are occupied by guests that either qualify for a late check out via casino play and/or payment, it generally takes more time for housekeeping to enter the rooms for cleaning. It appears that the agent assisting the guest had placed a $100 food and beverage credit for inconvenience, but it was not utilized. I have refunded $100 the MasterCard on file in place of the $100 credit offered. It may take 3 to 5 business days for the guest to see the funds available on their account. Please advise if there are any additional questions or concerns. 

  Best regards, 

  Guest Experience Management

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As an *** Rewards member, I expected my stay at The Cosmopolitan of Las Vegas to be enjoyable and stress-free, but it turned into a nightmare filled with safety hazards, poor maintenance, and terrible service.On December 25th, 2024, I slipped and fell near the ******** and ****************** entrance upon entering the hotel. The floor was wet, with no wet floor signs, leading to back pain Im still experiencing. While security escorted me to my room and took my statement, the lack of basic safety measures is unacceptable.Later that evening, as I walked to my room in The *************, a long pole fell off the wall near room 2545, missing me by inches. Thankfully, no one was hurt, but the incident highlighted the propertys poor maintenance.On check-out day, I got stuck in one of the glass elevators on the casino floor, which caused a panic attack. This terrifying experience further emphasized the lack of proper upkeep in the hotels facilities.Housekeeping was another huge disappointment. After requesting fresh linens and bed sheets, I returned to a room in complete disarraydirty gloves on the counter, spilled water, debris on the floor, no towels, and no tissues. When I called guest services to complain, the representative rudely dismissed my concerns and hung up, saying, Theres nothing we can do.For a hotel claiming to be five-star, this level of service and carelessness is appalling. Instead of a relaxing stay, I was left stressed, worried, and in pain.I will never stay at The Cosmopolitan again and will ensure my friends and family, many of whom frequently visit, are aware of this experience. If you value safety, cleanliness, and professionalism, look elsewhere.

  Customer Answer

  Date: 01/06/2025

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

  Business Response

  Date: 01/09/2025

  Good afternoon, 
  

  I was not able to locate a reservation or a security incident report under the name provided on the BBB inquiry. Is it possible that the reservation was under a different name? 
  

  Best regards, 
  

  Guest Experience Management

  Customer Answer

  Date: 01/16/2025

  The reservation is under the name ****** ******. There were two rooms under our reservation.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal guest at The Cosmopolitan for the past three years and have always had wonderful experiences. Unfortunately, my most recent stay from December 23 to December 25, 2024, did not meet the standard of service I have come to expect.Upon checking into my room, I found that the light switch was broken, and several items in the room were damaged or torn. Additionally, the air conditioning in the room was not functioning properly, causing us discomfort throughout our stay.Moreover, I was surprised to see that a resort fee was added to my bill at checkout, even though my initial booking confirmation clearly stated that the resort fee was waived. I contacted the service desk to address this discrepancy but was informed that the resort fee is mandatory. This contradicts the terms under which I made my reservation.I have attached proof of the damaged room, as well as a copy of my booking confirmation showing the waived resort fee.

  Business Response

  Date: 12/27/2024

  Good afternoon, 

  I have removed the resort fee charges from the reservation in addition to the highest nights room rate. Total amount refunded to the MasterCard on file is $459.76. The guest should see that amount reflected on their account in 3-5 business days. 

  Best regards, 

  Guest Experience Management

  Customer Answer

  Date: 01/01/2025

   
  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

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ******** for 2 days in October, spending around $6,000$8,000 playing slots. ********* advised me to charge food and beverages to my hotel room, promising to refund the charges later. I followed up with her at least **************************************************** being told she would look into it.After waiting 2 months, I was told I could only get $57 worth of my points refunded instead of the full amount. This has been incredibly disappointing, as Ive wasted both my time and money. Ive even booked another trip, but Im now considering canceling because of this poor service.I would appreciate speaking with someone who can address this properly. ********* has been unresponsive, unhelpful, and does not provide the level of service expected, even when Im spending thousands of dollars.Thank you for your time. I look forward to a resolution.

  Business Response

  Date: 12/23/2024

  Good afternoon, 

  It appears that this  complaint is in regard to a guest of *************** & Casino. I'm not sure if the employee they are speaking of is an *** employee that would work at multiple properties. If so, we would need to know which department or division in order to properly address the complaint. 

  Best regards, 

  Guest ********************* | The Cosmopolitan of Las Vegas

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against The Cosmopolitan Hotel / ********** in Las Vegas, ******, due to a series of egregious incidents during my recent stay from November 17 to November 19, 2024.This was my first visit to Las Vegas, meant to celebrate my wifes 40th birthday. Unfortunately, the events that transpired not only ruined our experience but also caused significant emotional distress and raised serious concerns about the hotels breach of duty of care.Upon check-in, we were initially assigned a room in the *********** (38th floor, I believe) above a noisy nightclub, prompting us to request a room change. After lengthy discussions, we were moved to Room 4501 in the ************* by the front desk manager. The following morning, our hotel room door was opened while we were inside. Luckily, the latch was on the door, but the person attempted to enter multiple times using a room key, knocked on the door, and rang the bell. Upon investigation, I found a man and a woman outside, with the man claiming that it was their assigned room. It turned out the previous manager had not properly reassigned our room. Instead, they checked the other guest into our room. This breach of privacy and security was deeply unsettling.Later, after another room reassignment (Room 5101), we discovered numerous blood stains on the bedroom floor and bathroom. Housekeeping staff confirmed the substance was blood. This oversight exposed us to potential biohazards, adding to the emotional toll.Despite raising these issues with hotel management, the compensation offered (a comped spa treatment and food/beverage credit) was inadequate given the gravity of the situations. These incidents reflect negligence, lack of adequate safety protocols, and failure to provide a safe and sanitary environment for guests.

  Business Response

  Date: 11/21/2024

  Good afternoon, 

  I connected with Mr. ******** to get more insight about the incidents. He explained the events that had occurred, and the Guest Experience team will be escalating this to our *************** team for additional follow-up. 

  Best regards, 

  Guest Experience Management

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22584197
  
  I am rejecting this response because: That was just an update, the issue is still ongoing. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/11/2024

  Good afternoon, 

  The Guest Experience team has emailed Mr. ************** after our *************** team has reviewed his request for additional compensation. They approved $750 in compensation via check, in addition a 4-night complimentary return stay in a Terrace Wraparound Suite. Guest Experience has also approved a $700 credit to be added to the reservation. Mr. ******** has two years to utilize the offer. Total value of the compensation being $3,400 for the check, room nights, and credits. 

  Sincerely, 

  Guest Experience 

• Initial Complaint

  Date:10/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Lost Luggage Incident at Cosmopolitan Hotel Las Vegas Dear BBB,I am writing to formally lodge a complaint against the Cosmopolitan Hotel in Las Vegas, **, an establishment under ***********. My complaint stems from a highly distressing incident involving the loss of my luggage and the subsequent lack of adequate response from the hotel.On October 21st 2024, I entrusted my backpack containing essential personal items to the hotels bell desk while waiting to check into another hotel. The backpack held my business laptop, phone, gold jewelry, wallet (with credit cards and cash), and clothing. When I returned to collect my belongings, I was informed that my bag was lost.I immediately reported the issue to hotel staff, but the response has been deeply unsatisfactory. Despite assurances that I would receive updates, I have not been contacted, and the hotel has shown no urgency in addressing the situation. I have been left stranded without my possessions, and the lack of communication and accountability from the Cosmopolitan Hotel is extremely troubling.I expect a hotel of this stature to take responsibility for such a significant error, but their dismissive attitude has left me with no option but to escalate the issue. I am seeking the BBBs assistance in holding the Cosmopolitan Hotel accountable for their negligence and for the recovery or compensation of my lost items.Thank you for your attention to this matter. I trust the BBB will help in addressing this issue to ensure it is resolved fairly and promptly.Sincerely, ***** A

  Customer Answer

  Date: 11/12/2024

  My full name is ***** ********

  Business Response

  Date: 11/13/2024

  To whom it may concerns, 

  Our *************** team has been in contact with the guest in regard to the missing luggage. The guest has already signed a release form to be reimbursed and a check has been drafted and will be sent to the guest upon ***************'s receipt. Please advise if there are any questions.

  Best regards, 

  Guest Experience Management 

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding an unresolved incident during my stay at the Cosmopolitan, now owned by *************************, from July 21st to July 24th, 2024. Despite being a local resident, frequent guest, and Platinum member, I am deeply disappointed by the lack of follow-up and resolution to this issue, especially as it is now September and my concerns remain unresolved.On the first day of my stay, a bottle was thrown from a guests balcony, hitting my fianc and me while we were at the pool, spilling water on our food and drinks. The impact caused me to experience a severe panic attack and bruising on my right arm. Security offered to call paramedics, but after waiting nearly two hours without assistance, I had to leave the hotel and seek treatment at the hospital, where I was diagnosed with a panic *************** failed to take witness statements, and despite filing multiple reports, I received no proper follow-up. I also had to leave a day early due to this incident and was still charged for the night and the ruined food and drinks. ***** from *************** misled me about needing to sign a release form to have these charges refunded or even reviewed. No refund has been issued for my hotel stay or the ruined food and beverages. Only after speaking with ****** from *************** on September 11th was I informed that no investigation report would be provided, despite earlier assurances. Anitas unprofessional behavior, combined with the failure to address this matter, has been extremely distressing.This incident is not isolated. Ive experienced prior issues at the Cosmopolitan, including a theft, racial discrimination, and unprofessional behavior from staff, all of which went unresolved despite filing ********** is now September, and my concerns from July remain unresolved. Due to character limits, this is a brief version of the events, and I am happy to provide more detailed information upon request.

  Business Response

  Date: 09/13/2024

  Good afternoon, 

  I was able for to connect with Ms. **** yesterday to apologize for her negative experience while staying with us. I offered a returns stay and a food and beverage credit as a good will gesture. 

  Best regards, 

  Guest Experience Management 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22277997
  
  I am rejecting this response because: While I appreciate the apology from the manager, I feel the matter remains unresolved. The manager offered me a return stay with a food and beverage credit as a goodwill gesture, which I appreciate. However, I still want to pursue action regarding this issue, as I have not yet been reimbursed for the expenses during my actual visit, including the food and beverages that were ruined during the incident. Offering credit for something I have already paid for does not address the financial impact of the situation. I believe I should not be responsible for these charges, especially given that I had to leave a day early and have not been reimbursed for the food and beverages that were affected.
  
  Additionally, I was injured and experienced a severe panic attack from the incident that required medical attention. There has been no follow-up regarding my injury or the emotional distress I endured.
  
  I have asked to speak with someone in executive leadership numerous times, preferably at the ** level, to find an appropriate resolution. Despite these requests, I have not been provided with the appropriate contact information to escalate the issue and resolve it.
  
  Thank you for your assistance in helping to bring this issue to a satisfactory conclusion.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/25/2024

  Good afternoon,

  I spoke to Ms. **** to further apologize. I will be following up with all the pertinent leaders to ensure what occurred does not happen again. In efforts to make it right, I have taken care of the remainder of her charges ($250.10) as well as ensured the credit card charge at the ************** was refunded.

  Thank you,

  ******* ***** - Director of Guest Experience

   

   

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed at the Cosmopolitan July 18th to July 19th. $290 was held on my credit card, when I checked out the pending charged disappeared however the amount is not on my credit card. I called a few times and they stated it should be back on the card in 5 to 7 business days. It's not on my card and it's almost a month since my trip. Can someone please help. Thanks

  Business Response

  Date: 08/15/2024

  Good morning,

  We left a message for the guest on August 13th to explain the credit card release details. 

  Thank you,

  Guest Experience

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment with my stay at The Cosmopolitan which I checked in 7/29/24-7/31/24 to celebrate my 10 year anniversary with my partner.Unfortunately, my experience did not meet the high standards I have come to expect from the hotel. I encountered numerous issues during my stay, which the hotel is well aware of because I Emailed and spoke to someone about the issues. Despite requesting a room change, and not wanting someone in my room for privacy concerns. While I appreciate the food credit provided, it does not sufficiently compensate for the numerous inconveniences and the impact on the casino with the updating of the machines due to the *** rewards merging. This wasnt a guests fault and I did not think it was fair for me to loose out on money from vouchers not printing because no attendant was available to pay me out. When I finally got ahold of 1 attendant I asked what would happen if spare change needed a pay out he he shrugged and said I dont know Im just here to give out money I felt the discrimination with the employees. Not only am I Hispanic but also part of the **************** I feel like I wouldnt been treated better if I looked different. Given the extent of the issues we faced and the significance of the occasion, I believe it would be appropriate to request a full comp of my reservation.I value The Cosmopolitan and have consistently chosen it for obvious reasons! I hope that this matter can be resolved amicably.

  Business Response

  Date: 08/29/2024

  Good morning, 

  I have made attempts to contact the guest on 8/15/2024 and 8/29/2024. I am waiting for the guests response to discuss a resolution. 

  Best,

  Guest Experience Management