ComplaintsforThe Cosmopolitan of Las Vegas

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February 17, 2021, my fiancé **** ****** and I, planned a staycation as a break from the children. We booked a night via our Platinum **** and Fine Hotels and Resorts. We also booked two Body Rescue relief Bath packages at the spa with our own suite. We went to the hotel at 1 pm to check in early as expressed by our ****. We also had a free upgrade on room. When we arrived the rep said he would upgrade our 1 bedroom suite to a fountain view. I was delighted. He said I would get a text when our room was ready. Mind you we had the spa appointment for 4 pm. We wanted to go to our room to refresh before. We sat to the side waiting for our room. 3pm came and no text. By 3:30 I was a bit concerned. I went to front desk line again. I waited 15 min and they notified me my room had been ready and they did not know why I did not receive text. OMG Annoying!! We then proceeded to our **** room in the BLVD end. When we entered, the room was beautiful except for there were pubic hairs in the Japanese tub and cigarettes in the ashtray. (I don't smoke and I have pics if needed). I then called down and they basically said there was nothing they can do but send a cleaning crew. I was mortified!!!! What can I do? I did not want to ruin our night. We then went to spa for our appointment. Everything was lovely except our bath was scorching hot. So of the 15 min bath included in our package, we only got enjoy 6 min. We spent the other time filling the bath with cold water. We spent $1k in the spa so this came as a let down. I was very disappointed with this overall experience. I expected better from Cosmopolitan and was very disappointed that they did not offer any compensatory resolutions or upgrades with this disgrace.

  Business response

  07/22/2022

  Business Response /* (1000, 8, 2022/03/17) */ We were able to connect with the guest in regards to her concerns at both the spa and resort and make it right. Thank you! Consumer Response /* (2000, 10, 2022/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their resolution team were amazing at making things right. Very grateful *********

• Initial Complaint

  02/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was a Caesar's guest for 15+ years. I was convinced to try cosmopolitan and liked it enough to open a line of credit, I read all documents presented to me (I'm an attorney) including where it says I agreed to repay within "7 day's" (the spelling error, on everything, makes me cringe). I won $8000+ dollars. I was told they were withholding $5000 to repay my marker. I objected, and asked where that was in the "7 day's" contract I signed. Jack, in high limit (who shouldn't even be serving fries) said "oh it's not in the contract, it's pour policy." I explained neither party to a contract can unilaterally change the terms and he got threatening and defensive. Said since I mentioned legal he refused to speak to me. I asked for a contact at legal. He refused to give it to me, then Mile or Mark (claiming to be an executive host but also shouldn't manage a dog kennel) came up and tried mansplaining to me how it's customary all over Vegas. I said that's a lie, that I'd carried a $15k marker at Caesar's for years and they never required payment before 30 days were up. He advanced on me like a pit I'll yelling not to call him a liar. Then Jack, who had been afraid to talk to me, strutted yo and said, "cancel her line of credit, have her escorted to her room, and thrown off the property." If their fragile male egos are so easily impacted by my assertion of legal rights, they are in the wrong line of work. I want my $5k back, and I will repay the marker within "7 day's" pet contract. And I don't stay anywhere I feel and have been threatened so it'll cost me over $1000 to change my flight. I want that back. And I want letters of spooky from Jack, Mark/Mike, and the head of the property. Otherwise I go to court and add intentional infliction of emotional distress, for starters.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/03/09) */ Good Afternoon - We have reviewed the concern with the proper teams and have determined that we complied with our policies and procedures and considered the matter closed. Thank you.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/2021 I communicated with a ********** rep to try to get a resolve in a situation of a trespass and was assured there would be and I would receive a call back as well. I didn't communicate sooner, as I was told I would receive a positive outcome and for this to be resolved. I was trespassed from Cosmopolitan on 11/2020. I have requested to review any security footage from the day of the trespass to the VP of Security via e-mail but all contact has been ignored. My Cousin's partner attempted to steal from the gift shop, but I was not in the shop when this incident occurred, and they were detained by Security. The night of the incident I filed a Police Report regarding the incident, and I do not communicate or associate with these people following this, and I was in shock at what took place. My personal conduct wasn't out of line to get trespassed, which could be seen by the security footage. Outside of the trespass, I don't have any type of record. I didn't file a complaint because I was told by an executive of the owning Company ************* that there would be a positive outcome in the situation and I would receive a call back from The Cosmopolitan. I communicated that I was detained the following month by Security 12/2020 for hours, after I went specifically up to the Security Counter to try to resolve this. I apologized to the VP of Security via e-mail for this, as I was just trying to find a way to resolve this. I have lost my hotel comps, and have spent lots of money at this hotel. If I receive any phone call back from the Cosmopolitan, I just ask that they please leave a voicemail with contact info back. E-mailing the security contact, hasn't resulted in any communication. E-mail and phone contact back is preferred. I'm just asking for a second chance, as I visit Vegas many times a year and I've never been an issue. Thank you.

  Business response

  07/07/2022

  Business Response /* (1000, 6, 2022/02/03) */ After further review with our senior leadership, the trespass will not be lifted. Any request for information pertaining to the incident must be subpoenaed through an attorney. Thank you! Consumer Response /* (3000, 8, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) this company hasn't done anything to recover me in this situation. Nothing. All my e-mail requests to have my trespass lifted and info related have gone ignored for over a year. Surveillance proves I was not in the gift shop when this occurred, and I wasn't involved in any misconduct to be trespassed. All proven by surveillance. Horrific response from them. I am very hurt and frustrated, and I didn't receive any chance at communication with the VP of Security to try to work things through. Business Response /* (4000, 10, 2022/02/17) */ Regrettably, we will not be engaging with the guest. Thank you.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited the Cosmopolitan 12/17/21 for a friends work event. I parked my vehicle in the self park garage at 9:30 pm on level B2. When I returned to the parking garage on 12/18/21 at 12:00pm, my vehicle was no where to be found. Security then called for an officer to come down to the garage and help me look for the vehicle for an hour. After waiting , I finally asked where my vehicle was only to find out it had been towed at 3:53 am (on 12/18/21)- allegedly I left my car running overnight. According to Cosmo policy, they have to tow a vehicle in their parking garage if it's left running and unattended for safety of the other guests. I was charged $350 to get my car out of a tow lot because Security said they couldn't find me on camera when they looked for me. When I spoke with the manager over security, he wasn't able to tell me who called or verify with me whether or not the car was running as he wasn't on site when it was towed. It's also incredibly convenient that it's the Cosmo's policy not to show surveillance footage to people who aren't law enforcement. I was given the run around about this whole incident for hours and no one had answers! If my car was on and you couldn't find me, why not turn it off? When my car was in the tow lot it had been turned off- so someone turned it off if it was running, as security alleged. I would also like to know how a hotel/casino with cameras equipped with facial recognition was unable to find me on the cameras before towing my vehicle(?) & If a running vehicle is a safety hazard, why let it run from 9:30pm on 12/17/21 to 3:53am on 12/18/21? Management has been of no help , it seems as if no one knows the details of the incident and everyone is unable to help me. I genuinely don't believe the car was left running and they towed my vehicle under false pretenses- this formal complaint is my first step in taking action regarding my grievance.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/01/21) */ I spoke to the guest. We will be filing a claim with our insurance adjuster to make the determination regarding reimbursement. She has my contact details as well should she need further assistance. Thank you!

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Stay: 11/5-11/8 Guest: ***** ***** Confirmation Number: ***** Charge: $209 (number provided by guest relations) The credit card on our room was charged for laundry services that were agreed to be comped by Guest Relations. We did not approve these charges as the laundry services were necessary because of spilled salsa by the cleaning crew. I wrote an email outlining the entire incident (attached) and have tried to resolve with the business on four separate phone calls. ALL laundry services should be comped. I was also instructed to dispute the charge by Guest Relations twice, so I have already taken those steps with my credit card company.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2021/12/01) */ I spoke to the guest to apologize and we have refunded the difference that was not taken care of from the laundry charge which she was appreciate of. Thank you! Consumer Response /* (3000, 7, 2021/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They refunded the unapproved charges.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the hotel over our wedding weekend. Nobody including the hairstylist who came to do my haircut call out and this was critical to our wedding plans, to be able to coordinate with guest of the party. Call the hotel front desk three times and all they said was "everything should be fine" and did not investigate any further. We were not able to access Wi-Fi or get in touch with each other in anyway and it caused a lot of problems for a wedding. They've also been charging my debit card mercilessly. I left a 600 dollar deposit that had almost 400 dollars remaining and they made another charge on my debit card for unknown items in spite of the fact they still owed me hundreds of dollars. This has resulted in overdrafts and charges, and they don't really care. I've talked to 3 people and they get seem to think this is all okay.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2021/10/24) */ I spoke to the guest to apologize for her experience and made it right for her. Thank you!

• Initial Complaint

  08/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to the Cosmopolitan on 8/20 to visit a hidden speakeasy called ************. When I went to go check my bank account today 8/24; I noticed that a secondary charge that wasn't authorized by me was made to my account by using my debit card number. The charge was for $54.19. Would like to at least let the BBB know that are illegally charging people's debit card without their permission

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2021/09/03) */ Our accounting team reached out to the guest on 8.30.2021. The only charge located was for $111.04 and stated the $54.19 was an authorization that was released back to his account and should drop off in 3-10 business days. Thank you!

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the cosmopolitan of las vegas on 6/11/21-6/14/21. In a rush to check out and get to the airport i left my ******* eyeglasses. By the time i realized i left them it was too late to go back. So after my flight landed home (******** va) i called the hotel to make them aware. I initially spoke to a guy in lost and found name Greg l believe. He checked lost and found to no avail. I told him i was 100% certain I left my glasses in the hotel room on the bench outside the bathroom so He then referred me to Alysia S***** who could further assist me, she gathered all my info to "further investigate" on 6/20/21 sent me an incident #via email. She was professional and prompt. I was then contacted by Felicia K******. She conducted an interview with the housekeeper and still no glasses. So she informed me she would start a claim. After a weeks of her never filling the claim "completely" i still haven't heard from the insurance adjuster as told by her and she also isn't responding to me

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2021/08/19) */ I spoke to Ms. ****** to apologize for what occurred. I was able to make it right due to the lack of follow-up and informed her to advise me when she returns to Las Vegas as I would like to do something nice for her. Thank you!

• Initial Complaint

  07/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed in this hotel over the weekend and was accosted by the hotel security in what appeared to be a racially motivated attack. Security entered by hotel room without permission. confiscated my personal belongings and accused me to being on drugs. When i attempted to speak to a manager they surrounded me and my friends in a harassing manner and asked us to leave the hotel and "sleep on the streets." they also attempted to take my cell phone out of my hand while i was trying to call my lawyer. I have never experienced such discourteous and outrageous behavior as a patron of any establishment in my life.

  Business response

  01/14/2022

  Business Response /* (1000, 8, 2021/08/12) */ Good Morning - I have spoken to ****** and she introduced herself as the lawyer representing a guest that stayed at our resort. She is aware all communication will be with our legal team. Regards.

*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. ↩