Issues with Cosmo

I stayed at the Cosmo for the first time 2 weeks ago. And I have to say after staying at Aria the last 3 trips and now the Cosmo, Aria is much better...

Here are my complaints about Cosmo:

- I booked online from their website and was prepared to pay cash at checkin for my room, well they wouldn't accept my cash and said it had to be on my credit card or debit card. Well I had purposely gone to my bank before leaving for Vegas and took out cash for my entire trip. I didn't have my credit card with me and only had a little bit of money on my debit card. They tried swiping my debit card and of course it was denied. I then said "look I have cash here to pay for my room and the deposit" Well the employee had to go get a manager to override the system to allow a cash payment. That took almost 45 mins to do and not even an apology for making me wait so long.

-When I finally got to my room it was only half cleaned, the bed was made, part of the bathroom was cleaned, but there still were 2 dirty towels on the floor, the carpet had stains all over it and the sofa had stains on it. I called the front desk and rather then changing rooms they said they would have someone come do a "deep cleaning" of my room. Well I left for dinner and came back a few hours later and still nothing was taken care of in my room. I called again and they said they would send someone right up, well I went out for another few hours and came back around 1am, well the room still hadn't been cleaned or taken care. I called yet again and they asked if I could wait until the morning. And there were no other rooms open for me the switch to. Since I was already tired from flying all day I just said ok and went to bed. The next day it was cleaned, however the stains in the carpet and sofa took them 4 days to finally clean.

- Also the rubber trim around the door was falling off since I got there, I called maintenance and they came and had to fix that.

I've never had so many problems with a 4 or 5 star hotel before.... not sure if I'm going to return to Cosmo...

 

I have difficulty believing or understanding those kinds of experiences. I am a complainer - I mean I seriously do complain about service or quality issues every time. But in my memory, I cannot ever recall a situation where I was forced to tolerate an unclean room, or any other service issue near that level.

My initial reaction when coming into an unclean room would be

I'd immediately call the front desk and politely convey the problem. If their reaction were:

"Oh my God, sir! That's horrible. I can't believe we put you in a room that wasn't fully cleaned, with towels on the floor, that's unforgivable. We'll be right up to fix that in the next 30 minutes. In the meantime, please feel free to have lunch/dinner on us."

I would be satisfied. Just satisfied. Because that's what I expect of a "four/five star property".

If their reaction were ANYTHING less than that, I'd probably give them a little while to fix the problem, and if an hour later it wasn't addressed, I'd be climbing up the chain of command immediately. Suffice it to say that for my inconvenience at that point (after the room being unclean, AND not being clean immediately when informed), I'd demand nothing less than a free room.

And if I didn't get a free room, I'd immediately call another property and rebook, and get the hell out of there. On my way out, I'd be certain to let the highest ranking person on duty know why I was leaving. And again, if they didn't apologize like they meant it, I'd be sure to make a little scene of it as well, to make them look as bad as possible to other patrons.

Why would I go through all of that effort and drama?

Because if I don't, then the property gets to keep walking over people. And as a paying customer, I deserve better.

P.S. I've never failed to get the concessions I've mentioned in similar situations. When people tell stories like this one, indicating that they kept asking for a basic quality standard to be met and it wasn't, something tells me they weren't particularly assertive about asking in the first place. No hotel/casino is so bad as to wait on a request like that for a full day - unless you haven't really done a good job of complaining in the first place.

 

The last time I stayed at the Cosmo I had a wraparound suite which was fine and clean when I got there. After ordering room service the first night, my plates were never cleared for the entire time of my stay despite calling every night I got back and complaining. I did get a few nights taken off my stay and 8pm late checkout but it does seem like they are having housekeeping issues.

 

Wow! Guess that's certainly one way to solve problems...

With regards to the OP's issues with the Cosmo, it appears there's a lot of unsatisfied people coming out of there these days. The "hip" crowd that now call The Cosmo "home" pride themselves on being hard on a property. I'm not excusing the obvious lack of "attention" you endured, just saying the shine seems to be comin' off The Cosmo a bit these days.

 

It is sad that they are letting this place slide. Maybe they are trying to keep up with one of the lower end places. Guess this is what happens when you have bankers and not casino/entertainment industry people running the place.


As to the cash deposit thing. I think it is silly they made that so difficult. But, for the life of me I can not understand why somebody that has a credit card does not travel with it. We travel with multiple cards. Life is so easy to just swipe it and move on. Great for emergencies, deposits, anything. P.S. we never pay fees, interest and surely never do a casino cash advance.

 

It's my understanding that Cosmo is managed by Marriott. As far as the credit card issue goes
they need to feel like they have some leverage should someone decide to trash the room.
I'm not saying the OP would do that so please do not misunderstand me. Companies need to
cover themselves for losses. Like most Rental Car companies only except Credit Cards and not cash.

 

I am not clear on the Marriott thing. From what I can tell, they are affiliated with them, but not managed or run by Marriott. It is part of separate group know as Marriott's Autograph Collection.

On our two stays there, we never saw the Marriott name anywhere.

 

I can understand the cash deposit thing. Getting a cc# for incidentals/deposit is close to industry standard, and if I wanted to avoid it I'd probably have at least put a note in the booking.

The dirty room on the other hand is unforgiveable (unless they told you a room wasn't ready and you insisted on checking in as opposed to waiting). The stains are bad enough, but dirty towels lying around are inexplicable.

But as Polemarch said, I don't think I'd be anywhere near as passive about that. They would get one chance (and have to give me an ETA) to resolve it over the phone. After that they would be resolving the complaint of the loud guy in the lobby.

 

With no attempt to hijack this post or create an issue, I am frankly dumbfounded that anyone with a CC would not bring one while traveling. Poor and short sighted decision in lieu of the many potential complications and emergencies that could require them to purposefully leave it at home.

I am a cash guy myself and never leave anything on a card, but I always bring them.

 

"...pride themselves on being hard on a property?"

What does that mean? How do you know? Where else are these people?

You'd think that a "hip" crowd wouldn't exactly be the Calampets, now, would you?

 

read the reviews of this place

http://www.yelp.com/biz/the-cosmopolitan-of-las-vegas-las-vegas

I would place large money that 50%+ of the good reviews are fake......do people really describe a hotel in those types of terms if they are not some paid marketing idiot

and about another 25% of the 5* reviews are from idiots that did not even stay there they just gawked at the "glam" (and Dbaggery) that seems to flourish there

the last 25% of the 5* are from people that sound so stupid and idiotic I would not want to be on the same planet as they are much less in the same zip code or hotel.......one guy gives 4*s and then talks about hearing security kicking people out, rhythmic chanting of imbeciles from another room, and people banging on doors after locking themselves out of the room......what is this motel 6 in the ghetto

or better yet can't even sleep because of the beats for the buffoonery going on all night, but hey saw some skanks in the lobby trip and saw up their skirt they were not wearing undergarments so 5*

then you get to the reality reviews......dirty rooms, arrogant idiots working the place, rooms not ready for hours, lack of response to simple issues (or what would be simple at the motel 6 in the ghetto) and on and on

I don't look down on service staff (as I have been service staff myself), but I sure don't take attitude from them......really guy you check people into a hotel and you think you are special .....here how about a punch in the face to make you feel really special

 

I made some comments on another message board last fall about some concerns.

Since I own a couple of weeks at the Jockey Club, Cosmo is our home casino. I have never stayed in one of their rooms, but I spend a lot of time on their casino floor. Within 6 months of opening, I noticed some things that lacked attention, especially in the nooks and crannies of areas (like the bathrooms)

I also complained about the number of ashtrays on the floor. I don't know how many times I had to hunt for an ashtray. I can just imagine some people won't go to the same lengths I do to find an ashtray, which means ashes and butts go on the floor or where ever.

 

I enjoy reading the Jack Colton forum, which is predominately the under 30 crowd, and many of the posts indicate they moved there in droves upon the opening of the Cosmo. Many came from the Palms, others from the Hard Rock and also Wynncore (where the clubs cater to them, but the hotel won't put up with their crap).

Their "crap" being 6-7 guys (or girls) in a room to save money, intentionally puking off of the balconies , hard-core partying at all hours, etc. Cosmo is the hotel/casino of "choice" for this group right now and the place is showin' it. Marquee is a top-tier club and a big draw for them.

Hey, I'm a Hard Rock fan, so I know this "clientel" well and I'm not necessarily against what they do, but being drunk (not buzzed) 24 hours a day during your stay, overpacking rooms, and generally acting like idiots is hard on a property. Welcome to the neighborhood Cosmo!

And before I get flamed, yes I "generalized"... not all under 30 LV visitors are idiots and not all over 30 visitors have their acts together... but you know the folks I'm talkin' about, you know... the ones you step over on your way back to the room.

 

Oh. Them!

Thanks for the reply, oh Smartone.

I guess it's like my Dad used to say, "Some people don't think of anyone but themselves. And the must not think much of themselves."

 

Bathrooms at Cosmo were disgusting when I played there in May while staying at Bellagio.

 

Cosmo Housekeeping

We stayed at the Cosmo for 3 nights in May. My wife and I are mid 40s, definitely not partiers. In general, my take on the Cosmo is pretty positive. What it offers is a great location, a clientele of beautiful young people (not me), lots of great restaurants, fantastic design and décor, and terraces with nice views.

But it is not a disciplined, well-oiled machine like most other high-end Vegas hotels. The housekeeping was a bit spotty, but any complaints were happily addressed. I do worry that in the long run, their housekeeping will not be able to keep up with the damage done by the hard-living party crowd and the place will show wear and tear. But in in the meantime I would definitely stay there again and be prepared to deal with some service hiccups.

I believe Marriott only handles their reservation system -- I wish they would engage them to handle housekeeping! Also, if you stay there, make sure to get the West Tower if you want to sleep, East Tower if you want to party all night. We stayed in the West tower when the hotel was at capacity and never heard a peep.

 

In the Cosmopolitan, isn't the hip crowd generally Europeans?

 

Agree. I have stayed at Cosmo twice and had no problems. Check-in and check-out were easy, staff was friendly and responsive, room was clean, and housekeeping cleaned room every day. I was not charged for anything I did not get, and found cocktail service in casino to be fine. Maybe I have just been lucky (or maybe since I am in my 60's they feel sorry for me), but anyway both times I had good stays there. Hopefully, my next trip in August will be good also.

 

The Cosmo is a DISASTER. I stayed there in a one bedroom Terrace Suite for the first (and last) time from the end of May into the beginning of April. Everything everyone says about terrible housekeeping is 100% true. When I checked in, there was trash from the previous guest still in the room (including a $10,000 money wrapper in one of the drawers) and one day (even though I called and alerted housekeeping that I was leaving the room and would like it serviced) housekeeping never showed up at all. The room was dark and dingy and there was no real space for clothing storage except for a trunk at the foot of the bed and a couple of small built in spaces on the left side of the closet. I guess since the whole place is like a frat house gone wild they don't expect their guests to bring much more with them than a carry on.

Yes I complained (loudly) and got nights removed from the bill etc but who wants to deal with all of that crap on a vacation? I looked under the sofa and discovered a blue plastic cup and dice from God-knows-when. It was disgusting.

I was on the 51st floor and I have to admit, the view of the Bellagio fountains and the north strip at night were really spectacular. The balcony was the only thing I liked about the room. But on the weekends people were screaming off the balconies like caged animals. Apparently someone failed to tell these people that you can still be young and actually conduct yourself with a little class. Never again. I returned from a 10 day stay at Aria last night and it was pure heaven.

 

We were in a wraparound about six months after opening and there was blue construction tape on a wall in the bathroom, when we filled the tub brown sludge came out and there was a giant semen stain on a blanket.

I sent a letter and they comped us two more nights with $200 in food.

You should write a letter.