ComplaintsforThe Cosmopolitan of Las Vegas

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We stayed at the Cosmopolitan January *****th. I noticed a $29.95 charge for the mini-bar, we for sure never used anything from the mini bar. I called to dispute the charge, they said they would "investigate." They removed the charge and then charged me again. I called again to dispute the charge, they again credited me and then charged me again. We had to refrigerate some medication and did use the mini bar for small refrigeration storage, but we did not consume anything. They said it was 3 gatorades. There was no way for us to prove that we didn't consume anything from the minibar, especially since we didn't get charged until after we checked out. Yes, this issue is about the money, but it is more about being honest in our transactions. Thank you very much.

  Business response

  02/14/2023

  Good afternoon, 

  The credit card on file has been refunded in the amount of $29.25.

   

  Best, 

   

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

  Customer response

  02/17/2023

   
  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

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stayed at the Cosmopolitan hotel for 3 nights from 01/27 to 01/30 with myself and three other women for a bachelorette party. We hung four streamers and two balloons for decorations. Tape was used and no damage was done anywhere to the room by the decorations or any other time we used the room. After arriving home and checking my bank statement, I had an extra charge for $226.76. I contacted the cosmopolitan and was told I was charged due to a clean up fee since there was "confetti". No confetti was ever used in the room and there was not 226 dollars worth of extra cleaning. There was never a disclosure that decorations would involve a cleaning fee; incidentals only included damage to the room. I am filing a complaint due to fraudulent practices by the cosmopolitan.

  Business response

  02/06/2023

  Good afternoon,

  Please see attached photo of damages caused by ****************************** 

  If you are in need of additional information or have further questions, please let me know.

  Thank you. 

  Warm ************************************************************ Services Manager
  The Cosmopolitan of Las Vegas
  
  

  Business response

  02/07/2023

  I have sent the photo attachment to the email below.

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

  Warm Regards,

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

   

  Customer response

  02/08/2023

   
  Complaint: 19337365
  
  I am rejecting this response because: image provided does not include confetti as stated in their reasoning for the charge. I see trash in this picture and no damage to anything in the room. No where in their policy does it state that occupants are required to completely clean up room after use. My understanding of the hotel policy, clean up by the hotel is included in the charge for the room. If occupants are required to completely clean up everything then that needs to be stated at the time of check in.
  
  Sincerely,
  
  *************************

  Business response

  02/09/2023

  Good afternoon, 

  The deep cleaning fee has been reversed and the guest should receive a refund within the next 3-5 business days. 

  Best regards, 

   

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

   

  Customer response

  02/10/2023

   
  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

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Booked a three (3) bedroom Chelsea ********** the most expensive room offered. We booked this room because my business partner and I traveled in with our family and children for the week as we attended a tradeshow. We really just wanted to kids to be somewhere safe and comfortable as we had to work during the day. This was not our experience. The electronics to the doors were malfunctioning and we could not access the room without the assistance of security or the front desk. This was not a case of (you kept your key card by your phone) This was a mechanical /electronic issue with the hardware. We were kept from getting in to our room every single time we left it.. My wife and kids were locked out multiple times. They would have to go down (61 FLOORS) wait in a long line to talk to a desk attendant, ask for new keys, go upstairs, try again, still wont work. Get a "Special white card" from security to get in. (EVERY SINGLE TIME) My business partner went downstairs to get water for his wife in the middle of the night (not thinking he would need his ID) then could not get back in the room. Front desk would not give him a new keycard without ID. He fell asleep in the hallway outside the door until one of us woke up and saw his calls and texts. Our family would not leave the room for fear of not getting back inside. The trip was an unsafe disaster. What if my wife and kids were trapped outside and someone with ill intentions saw them? I am not over exaggerating, this is my family. All but me left after 2 days of this nightmare, i had to stay for work... And not using the room we paid good money for. Hotel ignores emails and calls so I'm taking this to the BBB in hopes they change there position. The door was repaired by engineers on the last day of the reservation, 4 days before it could have made a difference.

  Business response

  11/22/2022

  Good afternoon, 

  On November 12, 2022, I connected with ****************** and offered a complimentary return stay for the same number of nights he was with us on his previous trip. Please see attached offer. 

  Best, 

  ******** Kenney 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  AVOID THE COSMOPOLITAN! My wife and I stayed here 10/24-10/28 and we really enjoyed our room and time on the property. The morning we left we had to go to the security/lost and found station to retrieve my wifes credit card that was inadvertently left at the Vesper bar the night before. No one was at this security station so we waited awhile until who I believe was a pit boss come up to us wondering where security was as well then. Pit boss may have contacted someone. Finally *** from security shows up and he locates our card but we didnt have time to retrieve it so we had to leave. I politely told *** that someone should be available at the security kiosk and he told me hes not the one and tried to order me to leave the area and even threatened to have me permanently banned from the resort. It felt like he was going to detain/arrest me! Obviously I was floored by this reaction and I cant believe that they allow security to treat patrons this way. We spent thousands of dollars on room, dinners etc only to have *** from security act like the gestapo. Way to treat your customers *****! Its too bad because we really enjoyed our time hear only to be ruined by some untrained security guard. I would avoid this place due to how security is treating people. After experiencing this first hand I quickly found many more poor reviews regarding security and then threatening to permanently ban patrons that havent done anything wrong. Theres no way that Cosmo leadership could condone this behavior and Ive have NEVER been treated this way at a resort. There are way more great places in Vegas that are striving for great customer service but not security guard *** from 8:30am this morning. If we didnt have to catch a flight I would have requested to speak to security leadership. I did call the hotel and reported this to them but they told me it had to be elevated since my complaint was with a security employee

  Business response

  11/05/2022

  We have spoken to the guest and made it right. Thank you!

  Customer response

  11/07/2022

   
  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

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were guests at the hotel between 9/10-9/12. We had booked multiple rooms for a birthday celebration. Upon returning to one of our rooms on the night 9/11, we realized that the carpet was soaked. We called the front desk immediately to report. They sent security up to "investigate". Instead my aunt was interrogated, intimidated and disrespected. Security accused my 60 year old aunt and her friends (all over 60) of flooding the room even after a maintenance plumber came to check the sink and confirmed that it was in fact BROKEN!My aunt was completely distressed. ******* is not her first language and she was having difficulty expressing herself and *********************** from security was not sympathetic at all. The security team literally surrounded her in the hallway telling her she would be held responsible. My aunt kept asking for a new room and they kept refusing. We kept asking if we could come in to get their stuff. The gentleman were standing by the door, guarding it and my aunt was terrified to walk into the room and pass them. They should have offered to help move their stuff and give them a new room. At this point I was getting frustrated for her and decided I would step in and advocate/translate for them. I called the front desk and spoke to *********, the only manager on duty, according to her. She told me she had the new room keys available and to come to the front desk. This was not true. When we got there she refused the room change, then informed me that the reason was that before any room change could happen my aunt would have to pay for the "damage" of the other rooms, hers and the next door room. They would not issue a switch until she signed and authorized the payment of an extra $600. She was not at fault. They said "if you don't pay this fee, you will be trespassing" "we will kick you out of the hotel and you will never be allowed back in here". "You could go to JAIL". In the end she felt FORCED to pay. The hotel never responded to my email.

  Business response

  09/22/2022

  Good Morning - I spoke to the guest to apologize for her families experience and made it right. Thank you.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I initially had a room booked from August 8-August 11, 2022. On August 9, my husband woke up feeling unwell and took a rapid Covid test - which came back positive. Upon returning to the hotel, he immediately let staff know of our unfortunate circumstances. Instead of being met with any sympathy or concern of any kind, we were given 5 minutes to decide between 2 terrible choices - we would be escorted out of the building immediately or were told we would be kept in our room for a 5 day quarantine, charged in full, and were threatened with being banned from all Marriot properties as well as being charged with trespass if we tried to leave our room. Trying to make the most ethical decision, as well as realizing driving home from Las Vegas to Chicago while gravely sick was next to impossible, we decided to stay. During the course of our grueling, demeaning stay, not once were we checked up on in any way, our health was never inquired about nor did anyone offer assistance with local medical numbers or even a **************** no communication seemed to occur between staff so we had to explain over and over not to enter the room, we had to beg for clean towels, washcloths and toilet paper, when we *********** medical supplies the deliveries were rejected at the front desk, every tiny warm water bottle and package of ******* was nickle and dimed from us in an outrageously money-first, customer-last fashion. Every family member and friend we have spoken to during this horrendous experience has expressed complete disbelief at how we've been treated and is appalled we are being charged in full by our luxury prison captors. I have never felt more mistreated and dehumanized by a business. A sincere apology seems like hoping for too much at this point, but at the very least, a refund for the last night we were charged - a 6th day is NOT required for quarantine and doesn't fall under CDC guidelines. No amount of vouchers or coupons will ever have me returning here.

  Business response

  09/18/2022

  Business Response /* (1000, 5, 2022/08/31) */ Good Afternoon - I did leave 2 voicemails for the guest and sent an email as follow-up. An adjustment was made to their bill and have requested to connect further at her convenience. Thank you!

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at this Hotel on 01/19/2022-01//22/2022. During my stay I noticed my speaker was missing from my room after house cleaning left. I immediately contacted the front desk and made them aware of the situation. They sent a security guy to my room to take a report. He was given two email addresses and two phone numbers to contact. I never received a phone call in regard to my case. I went back to the hotel on 2/4/22 and spoke to someone at the front desk advising them of the situation and that I never received a call or email. I was told that it would take 14 days to complete an investigation, and someone would call me, however it had already been 14 days. I asked to speak to a supervisor and was told she was in a meeting and would call me when the meeting was over. I provided two emails as well as two phone number, still no one has called me. I went to the hotel for a third time one 6/15/22 and spoke to a manager named Snjezana who said she's not sure why I haven't been contacted and that my case is being handled by Risk management. She stated that Risk Management will be contacted in regard to this matter and someone with Risk Management will contact me promptly. Ms. Snjezana stated that she would refund me $153.06 in resort fees for the inconvenience of no one contacting me. I never received a call from Risk Management in regard to my missing item. I called Customer service and filed a complaint case number ********* still no call back. I spoke with a supervisor on 7/6/22 name Sal from San Antonio and Lanika from Florida Miami 7/16/22 and I still have yet to receive ANY phone call in regard to my case. Please help me resolve this matter. Thanks in advance!

  Business response

  08/31/2022

  Consumer Response /* (2000, 9, 2022/08/03) */ I was been contacted by the business on 08/01/2022. The business has resolved my issue. Thank you!

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a stay at the Cosmopolitan on June 7, 2022 for July 5, 2022 - July 8, 2022 for my birthday under a promotion that would provide the guests $150 in resort credits. I didn't receive any information from the Cosmopolitan regarding the $150 credit so I decided to call on June 22, 2022 to confirm the validity of the credit. I was transferred to Sergio from the reservations department who informed me that a 20% off promotion was applied to my account and I could not receive the $150 in resort credits due to this. If I wanted to receive this credit, I would have to cancel my reservation and rebook the room under the current rates (extremely higher as it is closer to the date I'll be staying at the resort) and that I will not be able to stay in the room I booked as it will not be available. I did not accept the resolution so I was transferred to his manager Irene, who began interrogating me regarding the procedures I used to make my reservation. When I told her I wasn't sure how I would receive the $150 credit, she asked me if I thought that they would just give me $150 out of nowhere (derogatory tone). Then I proceeded to tell her that I booked under the $150 credit promotion and that there had been a mistake. She continues to give me two options: 1) Cancel and rebook with "same price" (20% higher) and receive credit but my room would no longer be available or 2) Book again with current prices (extremely higher) and receive credit. I explained to her that neither option honors the fact that I followed procedure correctly and both result in a loss on my end. Note: the price I booked with is the same on third-party platforms at the time, hence there was no way to prove there was a discount being applied. I realized she could not solve my problem and asked if I could speak to anyone else and she said no. So I told her I would be filing a complaint and she threatened to cancel my reservation which she did not, but she threatened to make a "note" on my reservation.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/01) */ Good Evening - I have spoken to the guest and made it right. Thank you!

• Initial Complaint

  06/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January 2022, my wife and I stayed at the Cosmopolitan Resort in Las Vegas. We checked in on Jan 11th and checked out on Jan 15th. On April 11, 2022, I received a letter from the Cosmopolitan requesting payment of $1,850 for "damage & loss broken tv". My wife emailed and called the Resort trying to find out if this was a legitimate claim, or if it was a scam. Both email and phone call were confirmed from the Resort that yes this was a legitimate claim. We advised we would be contacting our attorney, as there was no damage to the tv at the time of our departure. Let me add that at the time of check out we received an email with the itemized bill for our stay. This bill had an assessment for mini bar charges. My wife immediately called the Resort to refute these charges. The lady who answered the phone had somebody check the mini bar to verify that nothing was missing from the inventory. Which there was not, and the lady stated that the fee would be removed, which it was. If there was damaged and/loss broken tv, this would have been and should have been, immediately known, by the person who checked the inventory of the mini bar. Instead we received a demand for payment 3 months later. Now on June 2, 2022, I received a letter stating that if this was not paid in 10 days, it would be turned over to a collection agency. Our attorney responded to the Resort and advised me to report this to you.

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/06/09) */ Regrettably, we are not able to directly communicate with the guest since he has retained legal counsel. Our Risk Management team has been sent the letter received by his attorney. Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been resolved and our attorney has not received any response from his letter. Business Response /* (4000, 9, 2022/06/16) */ A claim has been filed with our insurance company and an assigned adjuster will contact the customer's attorney directly. The hotel is not able to provide follow up due to the guest retaining legal counsel. Consumer Response /* (4200, 11, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our attorney has still heard nothing on the subject. Business Response /* (4000, 15, 2022/08/10) */ A claim has been filed with our insurance company and an assigned adjuster will contact the customer's attorney directly. The hotel is not able to provide follow up due to the guest retaining legal counsel and we have informed Risk Management that he stated his lawyer has not been contacted.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 16 year old son was pushed by an employee which caused him to have an anxiety attack and then surrounded and harassed by 10 security guards. We were looking for his sister inside the concert hall, a member of your staff kept trying to push us out of the venue. I told her we were looking for a child. She didn't ask anything about the missing child she just wanted us to leave. We left the building to check our phones and came back around the corner and was he was shoved across the floor by this lady and another man got in his face to antagonize him until he was threatened to be "taken out" I have pictures and videos of these people being aggressive and threatening to my whole family over trying to find a missing child ..which no one bothered to help find, we were forced off the property without finding her. I called 3 times to file a complaint and was hung up twice on and once so man said what amounts to nothing made a smart remark and hung up on me. You guys RUINED our night after months of planning. Not ONE of your security tried to deescalate the situation or offer to help. They wanted everyone out aggressively no questions couldn't take 5 seconds to ask anything just putting hands on children and got aggressive and loud.

  Business response

  08/25/2022

  Business Response /* (1000, 10, 2022/06/15) */ Good Afternoon - I left another message and have not heard back from the guest. We have addressed the concerns with the appropriate leadership. Thank you.

*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. ↩