ComplaintsforThe Cosmopolitan of Las Vegas

• 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.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Such an extremely disappointing stay. Cosmopolitan use to be such an amazing hotel to stay at but customer service and cleanliness has really fallen short. As an AMEX platinum and Gold Elite member we typically are allotted an upgrade when checking in. When I checked in I was told they were all sold out. However, the man next to me I could over hear was receiving an upgrade. Therefore, I asked to speak to the manager. ********* came out one of the front desk managers. She was kinda and explained the discrepancy. Got us checked in early which was great. Then we checked into our room. When we checked in the room was dirty. I called downstairs spoke to ********* again who moved ** to another room. When we got to that room the front door key panel was missing from the door. The room was also dirty (the sheets only this time) and the toilet was spitting out water and gave off a smell from the sewer. We had not even gotten a chance to use the toilet. Called the front desk again. Spoke to Anastastia another operations manager. Said ********** was in a meeting and that she would send housekeeper up to change the sheets at 2:28pm and maintenance up to fix the toilet. By 4:07 maintenance and housekeeping had not arrived. We had to go to dinner and ultimately left when we returned it appeared that everything had been fixed. I was so disappointed in the customer service and overall experience at the cosmopolitan.

  Business response

  09/01/2023

  Good Afternoon - I was able to connect with ****************** to apologize for her recent experience and make it right. The concerns have been shared with the appropriate leadership. Thank you for your time.

  Customer response

  09/05/2023

   
  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

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I checked in on 06/26/23 for a 1-night stay at the famous Cosmopolitan Hotel in Las Vegas. When we arrived for check in we were told our room was changed from a double queen to a king. This was extremely inconvenient as we are a group of 4 people so we asked to change us back to the double queen. Since our room was now not ready we were told to take our bags to the Bell Desk and enjoy the amenities until our check in and we happily agreed. We decided check out the Marquee pool and after multiple attempts to enter the Marquee ************* due to security making a big deal our of some personal belongings in our bags, we were advised to empty the contents of our personal bags and then come back up stairs to enter the Marquee. We made our way back to the Marquee and then was told we cannot enter without a room number. After about 30 min, the front desk finally gave us a room number and we went to check out the pool. We ordered one **** Colada totaling $52, which is outrageous, and decided that pool scene wasn't for us and we would like to see the resort pool. We get to our room, receive our bags, change and make our way to the resort pool. Then after about 30 minutes they tell us the resort pool is closing for the day and we need to start packing up. We make our way back to the hotel and decided to use our bath tub and jets for a relaxing evening. The jets were broken so we waited for maintenance to arrive and then we had to wait for house cleaning to come clean up the mess. We ended up going to sleep and catching our 4am flight. Our experience at the Cosmopolitan was terrible. We spent tons of money and were unable to enjoy our time. We are really dissatisfied with the Cosmopolitan.

  Business response

  08/16/2023

  To whom it may concern, 

  I have reached out to the significant other of the registered guest. I offered a return stay as compensation for their shortcomings. The guest was satisfied and stated he would inform his girlfriend of the outcome. The guest was informed to contact us directly with any questions or concerns. 

  Warmest regards, 

  ******** Kenney 

  Customer response

  08/21/2023

   
  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,
  
  ***************************

  From: *************************** 
  Date: Wed, Aug 16, 2023 at 4:52 PM
  Subject: Complaint follow up
  To: <***********************************>

  
  Hello,
  I received a call from a Cosmopolitan representative today and we have come to a resolution. Thank you so much for your help.
  
  *****************, EMT-P

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at The Cosmopolitian for 5 nights from 16-Jul to 21-Jul vide two reservations from the Marriott - ******** and ********. The total value of these two reservations was around $1200.I was charged $192.75 each (total $385.5) on **** card 4388-****-****-5395 on Jun 24 (Transaction ***********************) and Jul 03 (Transaction ***********************) towards advance deposit. In addition, my Cash Mastercard 5554-****-****-4777 was charged $805 for the room bill on Jul 17 (Transaction 744632596I) and the **** card 4388-****-****-5395 charged $10.07 at check-out on Jul 22 (Transaction ***********************). Thus total payment made = $1.200.58 Despite this, 10 days post checkout, there is a hold on my Cash card Mastercard 5554-****-****-4777 of roughly $1,500 vide transactions *********, *********, *********, *********, ********. This hold on a cash card (despite the hotel having a credit card on record) has resulted in significant inconvenience in expense management.Attempts to get The Cosmopolitan to reverse this hold has led to no resolution, just a meaningless mail exchange asking for the same information yet again.

  Business response

  08/01/2023

  To whom it may concern, 

  I have reviewed the guest's credit card transaction review and the amount of $1,404.99 has been released back to the MasterCard ending in **** as of July 17, 2023 at 8:38am PST. I would suggest the guest contact their financial institution to see if the funds can be made available for use. 

  Warmest regards, 

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

  Customer response

  08/03/2023

   
  Complaint: 20403592
  
  I am rejecting this response because:

  1.  The business is refusing to take responsibility for putting a hold when they should not have put a hold.

  2.  Instead of working on a resolution on a mistake they made, they expect me as a customer to go on a wild *********** with the financial institution. The act was the by the business, the resolution has to be provided by them. 

  3. The explanation of release is for $ **** while the hold / complaint was for $1550+
  
  Sincerely,
  
  ***********************

  Business response

  08/06/2023

  Good afternoon, 

  I would still suggest that the guest contact their financial institution to see if it is possible to expedite access the funds. Typically for domestic institutions, holds are made available to the card holder within 3-7 business days; however, for international institutions, they may not make the funds available for up to 30 days. It is imperative that the guest make contact with their financial institution to see if the funds can be made available if they are needing immediate access as the funds have been release by The Cosmopolitan as of July 17th, 2023 at 8:38am PST. 

  Warmest regards, 

  ****************************;

  Senior ***** Services Manager 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When trying to type it says too many characters, but thats how many issues I had so Im going to attach a PDF with the entire issue I have to this complaint. Here is the first portion until cut off. Also lots of photos. *For my best friends birthday and 1st time in Vegas we stayed here. Never again. My horrible experience started at check in time to even after I returned home hours later. From July 13th- July 16th. First reservation to be $668.94 for the Wrap around Terrace Suite with a Fountain View, and another 2 nights in a 1 Bed Terrace Suite for $1003.41.During check in at the front desk I inquired about my old reservations that changed and was owed a refund for those since the room rates were significantly less. Over $500 difference. I tried to get a refund prior and was told can only do it when I come to the front desk at check in. The man checking in kept blowing off my question and stearnly said I am not worrying about the second refund you have to deal with that tomorrow. Todays reservation is what I will handle now. So apparently I am not to ask about a refund owed to me. When I arrived in the room, I inspected it to ensure any damages are captured as well as cleanliness and any bed bugs. There were no bed bugs, but a few ants some I killed until my friend said to take a pic of the last one we saw still crawling, crumbs inside the sheets, and stains in several areas of the sheets. Not only that, the towels all had stains on them aside from 1. We also were not provided with anymore than 1 washcloth. This specific room has two bathrooms. The room itself: had several stains on the couch so we didnt sit or get to enjoy that. Stains on light fixtures, walls, eyelash in shower, crumbs on the table chair, tape on ceilings from a previous party or such, dents on walls, etc. One toilet had nasty residue inside like it wasnt flushed. We chose not to use that one. The shower door handle s**** was loose in that same bathroom. Couldnt use tub

  Customer response

  07/17/2023

  *************************;

  Business response

  07/20/2023

  Good afternoon, 

  After review, I have removed two nights room and tax ($850) to the credit card on file. Please do not hesitate to contact us with any questions or concerns. 

  Best regards, 

  ******** Kenney 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On check in our room we paid an upgrade for had a bathroom that smelled like sewer gas that leaked into the entire room. We immediately contacted guest services requesting a resolution. Two different and more ***** Services leads and Managers responded via e-mail, ***************************, *****************************, and at least two other unnamed managers over the phone.Every time they said they sent someone to resolve it, only for us to return to our room with the same awful issue. I sent ***** an e-mail on June 4th, in which he waited until June 7th to respond, only with a statement that, "I sincerely regret to hear about the issues that occurred with the toilet and that we were not able to rectify the issues during your stay. We always strive to uphold an exceptional level of service in everything that we do at the Cosmopolitan of Las Vegas and this is definitely far below our standards. ". In the days between we kept calling and nothing was done, we were only offered to move rooms on the 2nd to last day before we checked out. The only thing they finally ended up doing was removing the charge for the room 'upgrade' that we paid for at check-in. That, is not a resolution. Our entire stay was ruined and even Expedia refused to do anything but issue us a hotel credit, which we cannot use. Please see the snippet below on the dangers of sewer gas."Hydrogen sulfide also known as sewer gas is a flammable, colorless sulfuric gas smelling of rotten eggs that, at high concentrations, is extremely hazardous to health and safety.Managing indoor concentrations of hydrogen sulfide gas is critical to ensuring the health of building occupants and proper indoor air quality (IAQ). A naturally occurring gas, hydrogen sulfide, or H2S, is toxic at high concentrations. Prolonged or acute exposure to the gas can cause eye irritation, headache, nausea fatigue, and in extreme cases death."We expect a refund of our base room cost at a minimum.

  Business response

  06/23/2023

  Good Evening,

  We apologize for any delay in regards to this complaint. Please be advised that our team did not receive the first initial complaint back on 06/09/23 until the second complaint was sent today, 06/23/23. 

  I have attempted to connect with ****************** this evening through phone and email, but was unsuccessful. I will reattempt to connect with him tomorrow, 06/24/23. 

  Warm ***************************************************************************************************************************** Services Manager
  O   ************
  
  The Cosmopolitan of Las Vegas
  3708 Las Vegas Blvd. South
  *** Vegas, ** 89109
  Follow ** on instagram, snapchat,
  facebook & twitter

  Customer response

  06/28/2023

   
  Complaint: 20165994
  
  I am rejecting this response because:

  The complaint has not been resolved. I also attempted to call the representative in the contact information in the BBB Ticket and that was left on my Voicemail and E-Mail and have not yet received a response. I will be attempting to reach out to them again today or tomorrow depending if their staff member is actually in office or not.

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

  Business response

  06/28/2023

  Good afternoon, 

  I have attempted to make contact with the registered guest 6.28.2023. I have removed an additional ****** from his folio and refunded it to the credit card on file. Please do not hesitate to contact us with any questions or concerns. 

  Warmest regards, 

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

  Senior ***** Services Manager

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Spent 3 nights at Cosmopolitan from 5/26 to 5/29. Could not use shower due to scalding hot water, and bathtub drain stopper was broken so could not fill up tub. Told concierge and manager three times about problem. They lied all three times about problem being fixed. Manager finally comped the $50 resort fee for the first two nights only, but considering the cost of the room was about $750 per night, this was not nearly enough comp for the inconvenience and the outright lies. Note that the maintenance manager finally came after the third complaint and agreed that the shower and bathtub were unusable. I think a total refund is warranted, especially due to the outright lies told to **.

  Business response

  05/30/2023

  Our ****** Services Manager spoke to the guest and made it right. The remaining resort fee has been refunded and a complimentary night for the future was offered to the guest which he accepted. Thank you!

  Customer response

  06/01/2023

   
  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

  05/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My iPhone 14 pro *** was handed into the hotel that I was staying at by a taxi driver as he told my friend he is going to hand it in to reception. I then asked the security and they said they handed it to the security. So I went to the security desk a numerous amount of times and got told a different story every time which didnt add up as they clearly had my phone but didnt to give it to me. They had told me everything fits the description apart from one thing hitch was a small detail on the background picture. I then asked again 1 hour later and they apparently didnt have anything matching the description but before they had it. It was just very suspicious and they have my phone but will not hand it to me for some strange reason. My phone is still coming u- on my find my I-h-me in the exact lost and found location.

  Business response

  05/18/2023

  Good afternoon, 

  I have connected with our Lost and Found team. They stated that they have received a Lost and Found inquiry form from the guest; however, an iPhone 14 Pro *** was never submitted by a taxi driver while the guest was staying with **. 

  Warmest regards, 

  ****************************;

  Senior ***** Services Manager 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a bungalow suite with a hot tub for the sole reason the room had a hot tub. The hot tub does not work has not worked, the heat and thermostat and temperature does not work the amenities to be provided in the room are not available or able to be used. I requested management contact me and have not heard from them for over 5 hours the phone in the room does not work. At midnight I finally was able to reach someone in management and was told that they can not speak to me because I am an attorney. Our stay has been horrible.

  Business response

  04/05/2023

  Good afternoon, 

  I was able to connect with ************************ in regards to his grievances. I removed the nightly rate for 4/4/2023. Guest is satisfied and no further follow-up is needed at this time. 

  Best, 

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

*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. ↩