ComplaintsforThe Cosmopolitan of Las Vegas

• 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

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I HAD EXACTLY $1,040 CASH STOLEN FROM MY LAPTOP BAG IN MY ROOM WITHIN A TWO HOUR AND 36 MINUTE **** PERIOD I am a Marriott Bonvoy platinum elite member and used my *************** and Resorts option to book two rooms for December ***** 2023. This is nowhere close to a. Five star hotel and its customer service and lack of care towards guests is one of the worst I have ever seen. The Marriott brand and Amex should think twice about doing any business with this hotel, and people traveling to Vegas can do much better.I WAS IN MY ROOM ALL DAY WORKING AND HAD $1,040 I HAD WON GAMBLING THE ***** BEFORE. I LEFT THE ROOM ON DEC 15 FROM 1130AM TO 209PM TO MEET FRIENDS AT THE ***** SPA FOR AN APPOINTMENT.I MOVED THE ENTIRE AMOUNT OF CASH (TEN ONE HUNDRED DLAR BILLS AND TWO TWENTY DOLLAR BILLS) INTO MY LAPTOP BAG IN A POUCH AND WHEN I CAME BACK TO MY ROOM IT WAS GONE).I REPORTED THIS TO ***** SECURITY. THEY TOOK A AFFIDAVIT BUT ITS BEEN ************************************************************ EVEN THO THEY PROMISED THEY WOULD AND I HAVE NIT RECEIVED ANY SORT OF INCIDENT NUMBER.***** MGMT IS EVEN WORSE. THEY DID NOT EVEN CALL TO ENSURE EVERYTHING WAS OK OR TO OFFER TO PLACE ME IN A DIFFERENT ROOM OR ANYTHING LIKE THAT DESPITE THE BREACH OF MY PRIVACY AND SAFETY.*** called Marriott Bonvoy and was told the hotel ahead emailed them and said that they are taking it very seriously and that I would be contacted. I HAVE NOT BEEN CONTACTED.I AM PRETTY SURE THIS IS AN INSIDE JOB AT THE ***** AND HAPPENS ALL THE **** WITH THE WAY THEU HAVE GIVEN ME THE RUN AROUND. Just to see who I was dealing with, on the last day when I was at the hotel, I worked in the room and put a do not disturb sign on. Housekeeping knocked. I did not respond or open the door BUT THEY CAME IN EVEN SO!!!

  Customer response

  12/23/2023

  I reached out to my Marriott platinum elite customer services because ********************** was not providing me any information. ******** in turn reached out to Cosmopolitan. This is what Cosmopolitan said to ******** regarding the matter:

  "Hi *****,
  
  This is ***** with the Case Resolution Specialist Team.
  I understand your concern regarding the stolen money and I apologize for the inconvenience. The hotel management has assured me that they are taking your concerns seriously. Please reach out to the security team for further assistance. If you have any questions, please let me know.
  
  Best Regards,
   
  **************
  Marriott Bonvoy Case Resolution Specialist"

  Thinking that perhaps there was hope, I waited. Cosmopolitan never called me. When I called Cosmopolitan, I was told on two separate latter occasions that they were sure someone from management would call me. This never happened. The security team refused to discuss the matter with me as well. 

  I therefore then followed up with ******** again, and was told yet again, as follows:

  "I understand your concern regarding the stolen money and I apologize for the inconvenience. The hotel management has informed me that if you need further assistance reach out to the Security Team. If you have any questions, please let me know."

  I tried again, and security refused to speak to me. When I told them I would like some details regarding the matter, and that if they would not provide details, then I would request they preserve the video footage surrounding my hotel room during the time in question, they said I was threatening them with legal action and hung up. 

  This is a racket. I have never seen anything like this at a major 5 star hotel. 

  Business response

  01/02/2024

  Good Afternoon,

  I was able to connect with the guest to apologize for his experience and make it right.

  Thank you,

  The Cosmopolitan of Las Vegas Guest Experience

  Customer response

  01/03/2024

   
  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

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just recently completed a stay at the Cosmopolitan and unfortunately it was super disappointing. We arrived on 12/17 to check in and waited in a line for one hour!! We were told that the strip view room we requested was not available but that there was a room on the other side of the building. Disappointing, but I do understand that views are not guaranteed. We agreed to take that room and completed the check in. We were in town to visit my mother and returned back to the room at 10pm to go to bed. We discovered that our room was right next to or under some club. The music all night until 4am was insanely LOUD!! The items on the nightstands were literally rattling. It was the worst nights sleep every and SUPER disappointing given that we paid extra for an upgraded room. We had to be up at 7am to drive home and this ended up being the worst stay that we've ever had in Vegas. Such a shame because the room was beautiful but the noise was on another level. Please go into room **** at 1am and let me know if you could sleep there! I tried calling the front desk but the phone kept me on hold for almost an hour and apparently everyone was too busy. Someone should have told us about the location when checking in and given an option for another location.

  Business response

  12/20/2023

  Good ************************** Services team spoke to the guest on December 20th to apologize and make it right. His room night, resort fee and upgrade fee were reimbursed. 

  Thank you,

  The Cosmopolitan of Las Vegas Guest Experience

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased four tickets from the Ticketmaster website about a month ago (October 24, 2023), selecting seats from the available options at that time. However, I recently discovered that there are now more seats available in the same section at lower prices (October 31, 2023), which were not previously offered to me. This situation is disappointing, and it feels like a deceptive practice on Ticketmaster's part. I have filed another complaint against Ticketmaster, and the most recent response I received is that Ticketmaster discloses tickets as they become available to them by the event provider. I also contacted the event organizer, who is part of the hotel, and they informed me that they only handle operations on the event day and are not involved in ticket sales and transactions. As a customer, I feel deceived. While I understand the dynamic pricing policy based on demand, I do not accept the lack of transparency and the hiding of information.

  Business response

  11/16/2023

  To whom it may concern,

  As the event organizer had mentioned, the hotel has no association with ticket pricing. The guest would have to reach out to TicketMaster to inquire about ticket price adjustments. 

  Warmest regards,

   

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

   

   

  Customer response

  11/17/2023

   
  Complaint: 20881486

  Hi ********,

  I did not inquire directly about the price. I comprehend that Ticketmaster establishes the prices. My concern lies in why all available seats were not visible to me at the time of reservation. This appears to be a tactic employed by both the event organizer and Ticketmaster to compel customers to pay a higher price. Undoubtedly, it may be a common practice in business, but it comes across as a deceptive and unethical tactic. Regardless, I can still write a review for both parties. It is the minimum thing I can do. Perhaps it will influence the opinions of other customers.
  
  Thanks

  Mo

  Business response

  12/05/2023

  To whom it may concern,

  
  All aspects of ticketing are handled solely by Ticketmaster; including ticket sales and ticket resales. I would recommend that the guest contact Ticketmaster customer service to inquire on recompense as the hotel has absolutely no involvement with ticket sales or seat availability. TIcketmaster customer service representatives can be reached at **************. 

  
  Warmest regards,

  ******** Kenney 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $20.00 to park on 9/11/23 and should not have been charged. I requested a refund and was told I would get a refund but after multiple promises of a refund I have yet to receive a refund.

  Business response

  11/09/2023

  Good afternoon, 

  ****** residents receive complimentary parking for the first 3 hours. The guest would be responsible for parking fees after the 3rd hour. Please see the weekend parking rates below.

  Fri - Sun:
  

  0 to 1 hour: Complimentary
  Over 1 to 4 hours: $20
  Over 4 to 24 hours: $23

   

  Best, 

   

  ******** Kenney 

  Customer response

  11/14/2023

   
  Complaint: 20845977
  
  I am rejecting this response because: The only reason I was in the parking garage for more than three hours is because your parking equipment was not working which delayed people leaving the structure. We had to wait for someone to manually lift the pole blocking the exits which resulted in delays leaving the structure of no fault of my own.
  
  Sincerely,
  
  ***********************

  Business response

  11/30/2023

  To whom it may concern, 

  There is no way for us to issue a refund for parking unless the fee was charged to a reservation on a current stay. As a goodwill gesture, I can issue a Resort Credit in the amount of $20 for the guest's next visit to offset the cost of the parking fee. 

  Best, 

   

  ******** Kenney 

  Customer response

  12/01/2023

   
  Complaint: 20845977
  
  I am rejecting this response because: I was already told by the parking department I would get a refund but didn't receive one. You can either follow through with what was agreed upon or I will take you to small claims court over $20.00. The Cosmopolitan parking department has failed to follow through with their promises and failed to follow up with me which is why I have made this complaint. I will not relent on this matter until a refund is made.
  
  Sincerely,
  
  ***********************

  Business response

  12/04/2023

  To whom it may concern, 

  I have connected with our ************************* They had advised that they were already in communication with the guest regarding his grievances and had contacted accounting for a refund request. According to accounting, the request was rejected due to the lack of a receipt. Parking/***** Managers **** and **** have already advised the guest that they will make an exception and offer a refund in cash of $20 and the guest would have to return to property to pick it up. The cash is still available for pick-up. 

  Best, 

  ******** Kenney 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a Marriott Reward Member! That used to stand for something in Business! We were guests of the Cosmopolitan Hotel in Las Vegas, **., from 08/22/2023 to 08/26/2023. We had an extremely unpleasant experience during our stay. We have a letter from Ireland ******* of the staff attached concerning the room change stating the day and time to address the deafening music below our balcony that began at 11:00 a.m. to 7:00 p.m. Wednesday. The extremely loud, never-ending music was coming from the Hotel ********************* directly outside of our balcony. We could not perform our work calls to our clients or even watch the television due to the constant loud music. Several hotel employees said the loud music from the club is a big issue for many guests. It was truly deafening!We were finally moved the following evening after being promised to be moved the following morning at 10:00 a.m. We were packed all day per the hotel guest services request for the move. We sat there all day waiting, and we continued to call with the reassurance that we would be moving very soon. We were so happy to be moved! Upon entering the room that we were moved to, lying on the floor not far from the bed that we would be sleeping in, laid a USED LARGE ORANGE CONDOM!! I attached a photo of the USED ORANGE CONDOM. We were both extremely concerned with the cleanliness of our room and the fact that Covid-19 is spreading again. We called before we went to dinner about this on our floor. We were told they would send housekeeping up. When we returned from dinner, the USED ORANGE CONDOM was still lying close to the bed we had to sleep in! I covered it with a towel for us both to feel comfortable enough to try and sleep. ************************* of Cosmopolitan Hotel Las Vegas, DISHONEST, refuses to address our issues! He did credit back minor charges for a total of $298.02. That does not begin to address the nightmare we went through while being a guest of the Cosmopolitan in Las Vegas, NV. *****************************

  Business response

  10/03/2023

  Good afternoon, 

  After reviewing the reservation, I have removed 3 nights room rate plus tax ($1,014.76) in addition to the $289.03 that was already removed from the folio. The $1,014.76 will be refunded to the CC on file ending in ****. I have left a voicemail for the guest to call be back if they still would like to voice their concerns. 

  Warmest regards, 

   

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

   

  Customer response

  10/17/2023

  My apologies for not responding timely. Marriott/The Cosmopolitan refunded the room charges, and my complaint is resolved. Thank you to Marriott and BBB.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at the cosmo 6/6 - 6/12. Upon checking in we found our room was 78 degrees. We lowered the tstat to 65 and went to dinner/show. When we came back the room was 82 degrees. I called the front desk and they told me we can't set it below 68 or it won't run. We set it to 68. The temp did not decrease. It would be ***** first thing in the am and low 80s into the afternoon in our "luxury" suite. I asked for maintenance 3 or 4 times before anyone came up. The maintenance man came up and said nothing he can do because the system is blowing cold air. I argued that it's not cooling regardless as it was 78 in the room at the time. He lowered the tstat to 65 and said that should help. I said but then it won't run (as i was told by cosmo staff) and he said that is not true so someone is lying to me. He was overall rude and dismissive. The front desk had told me around midnight on 6/9 to call in the morning and they would get us a room change. Upon calling i was told they had no rooms available and we were ***. Friday and Saturday night were nearly $1500 and we might as well have slept outside it would have been cooler. In addition to this i was told i can't use my $250 resort credit that i qualified for as a platinum member because i didn't apply it before check in when i had been told at the time of making my reservation it would need to be applied at checkout. The service across the property was terrible including a server accusing me of stealing from the resort by charging drinks to my room and repeatedly "reminding" us that cash tips are better and it's best if we don't charge to the room. Multiple bartenders/servers tried to discourage us from charging to our room and one even taking my ID and showing coworkers to confirm its real.Expressing these concerns to the front desk over the weekend and at checkout came with no apologies or desire to find a remedy. I feel i was cheated out of my resort credit and spent thousands of dollars to be miserable for a week.

  Customer response

  09/21/2023

  I mistakenly put the wrong dates in original complaint. My dates of stay were 9/6-9/12. 

  Business response

  10/06/2023

  Good morning - I was able to speak with **************** to apologize for his experience and make it right. Thank you!

  Customer response

  10/11/2023

   
  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

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The valet employees asked me to zelle them $100 to their personal account to park my car right up front. Nowhere does it state on their website, policies, or valet ticket that this is a legal and valid charge. I feel like this is a scam that the employees have come up with when it is busy

  Customer response

  09/26/2023

  From: Celi
  Date: Mon, Sep 25, 2023 at 4:48?PM
  Subject: Case 20578389
  To: <***********************************>
  
  Hello,
  
  This is concerning case 20578389.
  I did have the company reach out to me stating they could give me a call but never called me. I emailed them a reply asking to speak to someone and have yet to hear from them again. 
  
  Please let me know if you need anything else from me 
  
  Thank you
  **************

  Business response

  10/03/2023

  Good afternoon, 

  I have left a voicemail for the guest to contact me in regards to their concerns and to gather more information to further investigate this issue. Pending call back from the guest. 

  Warmest regards, 

   

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stayed from the 29th of September to the 3rd of August. They had offered us 5 night complimentary. We spent thousands of dollars in the Casino and on-site. We cleared our statement before checking out and A few days later after being back home a charge of 566.90$ was charged on my credit card. I called this morning and they told me it was a smoking fee for smoking in the room. I never smoked in the room, my Wife who stayed me hates the smell of cigarettes and pot, our whole floor reeked of marijuana and we even pointed it out.Im really hoping we will be reiumbursed as no one smoked anything in my room and I am quite disappointed that I have to file a dispute.

  Customer response

  09/08/2023

  Hi, I visited the Cosmopolitan of Las Vegas on a 5 Day Complementary stay. They offered us the room Free, as we spend money on their site. We stayed from the 29th to the 03rd. Pre-Checkout we decided to clear our Room Statement in full paid by cash. 
   I never smoked or kept any buds that had been lit in the room. I asked them to send me the pictures and this is what they sent me... a few crushed cigarettes that were not lit. I am truely upset as they can't say that someone smoked in the room base on a few crushed up Non Lit cigarrette buds on a counter. 
  
  During our stay on the 2nd of September, my wife complained to our cleaning room lady that it reeked of Marijuana on the whole Level and that it was not supportable. 
  

  This picture does not support your accusations.

  
  

  Business response

  09/10/2023

  Good morning, 

  After reviewing internal notes, it appears that the reservation for ************************** was charged a $500 smoking fee plus tax after *********************** was called to assess what the guest room attendant had discovered in the room. Please see the attached photo. 

   

  Warmest regards, 

   

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

  Customer response

  10/17/2023

  From: Tris B 
  Date: Fri, Oct 13, 2023 at 8:14?AM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <**********************************>
  
  
  Hi, I would like to remove this post please.

*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. ↩