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Cosmo has terrible customer service

Discussion in 'LV Strip Hotels & Casinos' started by ekim52, Feb 25, 2016.

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  1. ekim52

    ekim52 Newbie

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    I was just at the Cosmopolitan for a three-night stay, checking in on Monday, February 22, 2016 and checking out on Thursday morning. Here's a brief summary.

    Monday night: I was having trouble with my wired internet access. I called and asked for help. The first guy they sent up wasn't able to fix the problem (and broke the wooden frame of the mirror in the living room while trying).
    Two phone calls and a 90 minute wait later, the second guy they sent up did fix it. I asked to speak to a Guest Services manager to complain about the long wait. I was told I'd receive a phone call but never received a phone call.

    Tuesday night (and into early Wednesday morning): Internet troubles again. I called and they told me that there was some maintenance being done. I was not informed of this maintenance earlier. I asked to speak to a Guest Services manager, but no response for an hour.
    I called them back, but they hung up on me mid-conversation. (To be fair, I'll note that the Guest Services manager eventually did call me back.) The Front Desk manager assured me that another manager would follow up with me during the day Wednesday, but no one did.

    Wednesday night: I called Room Service to arrange for them to pick up some plates from a previous order I had made. An hour later, no one had shown up.
    I got sick of waiting so I put the dishes in the hallway. I heard them at my door another hour after that. (If I had kept waiting, it would've been a total of a two-hour wait.)

    Side Note: Whenever you ask to speak to a manager, they always try to talk you out of it. "What is this regarding?" "Is there anything I can do to fix it?" instead of "Sure, I'll go get the manager."

    I've since spoken to Brian Askins, the Senior Guest Services Manager at Cosmopolitan. He did offer me a two-night comped stay for my trouble, but I declined. (Money isn't the issue. Rather, I'm furious they ruined my vacation; money won't bring back my lost time.)

    He said he would follow up with an e-mail. I plan on showing him this thread if and when he does follow up.
     
  2. BreakEven

    BreakEven Low-Roller

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    Hi Brian, I love your hotel. I always have a great time whenever I'm there. Looking forward to returning soon.

    Love the hotel staff. No bad experiences stick in my head, but I do recall that pretty much everyone I've interacted with across many visits has a very positive attitude. Not like fake customer service friendly, but a genuine good attitude.
     
    Only 2nd trip for year :(
  3. Nittany1

    Nittany1 VIP Whale

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    Had problems with the hotel last two stays also.
    The main problem was terrible housekeeping but also did not receive return calls from front desk management.

    On the positive side,the casino personnel were great and I love a couple of their restaurants.
    I just think the people that have run the hotel since it opened do not hold the staff to the same standards as other high end properties.
     
  4. ekim52

    ekim52 Newbie

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    I can't comment on the housekeeping. I tend to keep the "Do Not Disturb" sign up always (unless I'm specifically expecting someone/something, like Room Service). I'm a nightowl and prefer to sleep during the day, so I'm usually not awake when housekeeping makes their rounds.

    I absolutely agree with you regarding the casino. The main casino floor is great. The Talon Club is everything I expect from a high limit room and more. The brand new sportsbook is awesone. The food is good. (omg the lavash bread...!) The entire building is freakin' beautiful!

    Most of the people that work there are super friendly: the dealers & pit bosses, the casino hosts, the people working at Identity, the people working in the Vitals shop, even the dude that randomly just stands there by the parking garage elevator (next to Vesper). They're all great.

    It's a shame that the people with poor attitudes are the ones that answer when you dial "0" for help.
     
  5. ItsVegasTime

    ItsVegasTime Low-Roller

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    I'm sorry you had a bad experience.

    I had the opposite experience earlier this month when I visited. While I did have some small issues with the room (housekeeping related), they were amazing at fixing the problems and I found their customer service excellent. If anything they went above and beyond. I had a follow up call and email (without my asking for either) later in the day from the guest services (Dora I believe was her name) to be sure the room met my expectations after the issues were fixed, and had a little gift and a hand wrote card left for me apologizing again, and they also gave me a small meal credit. Then I had another phone call the next morning to be sure that everything was still ok. I was quite impressed with their customer service in my situation.
     
    Possible April Birthday Trip
  6. UKFanatic

    UKFanatic The Arbiter of Taste Caviar Kid

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    That stinks. I have had a couple service issues at Cosmo in the past, but they were all minor compared to these. Hope it does not repeat itself
     
  7. Naturaleight

    Naturaleight High-Roller

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    In all fairness the hotel staff can be unreliable, but they usually do try their best to make things right. The guy did offer to give you two nights comped, that's more than a lot of hotels will or would have done. I had a similar problem happen at the hotel with cleaning staff, and they issued me $150 in free food to charge to the room. The casino staff, especially on swing shift, is extremely rude. I've had dealers yell at me for no reason, and just be really all around nasty. I always give dealers the benefit of the doubt cause they have a tough job, but this would happen all the time and be the same people. Their comps have been gotten terrible ever since that new manager came in. That's why I left the place, unfortunately. They have the best cocktail waitresses in HL though who I really miss. They were all really hott, knew my name, what I drank, and took great care of me. Too bad, I hope that property sees better days.
     
  8. LV2GAMBLE

    LV2GAMBLE Low-Roller

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    "Ruined your vacation" because you couldn't get internet and because they didn't pick up dirty dishes when you called? Wow! That hardly ruins a vacation unless you went to Vegas to work in your room all day. Every casino/hotel has it's hits and misses and on every given day there will be someone who is not 100% completely happy.
     
    Always seems so far away............
  9. DReynolds86

    DReynolds86 Come On, You Blues!

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    This. I'm sorry you had a poor experience, but a lack of internet does not "ruin a vacation".
     
    Last edited by a moderator: Feb 26, 2016
  10. Hogman

    Hogman VIP Whale

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    You read my mind.:beer:
     
    Last edited by a moderator: Feb 26, 2016
    First Trip 2017
  11. ekim52

    ekim52 Newbie

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    Certainly, a lack of internet didn't ruin my vacation. It's the way they handled it.

    When customer services hangs up on you, it puts you in a pretty bad mood.
     
  12. RockyBalboa

    RockyBalboa VIP Whale

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    Sorry to hear you got the cold shoulder

    As for room service I've always called down and then rolled my tray into the hallway. So I don't have to wait for them. But if no one called me back or hung up on me I'd walk down and have a face to face.
     
  13. breanna61

    breanna61 Super Moderator

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    I stay at Cosmo a few nights every trip and have only had excellent customer service experiences with staff who seem to really enjoy their jobs and seem to care about the customer.
     
  14. Electroguy563

    Electroguy563 Over-Fried Gambler

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    Every hotel will disappoint at one time or other. My home Hotel/casino is the California Downtown. Hell, I've had my share of disappointments as to how they handled things but on the average I'm content and happy to stay there.

    It's not perfect everytime but the good must outweigh the bad. Was this your first time at the Cosmo? I say try them again a few times. I'm sure they are a top tier hotel/casino. Give them another chance to win your loyalty.
     
    Going to Hawaii's 9th Island!!
    Going to Hawaii's 9th island!!
  15. karlmonday

    karlmonday Tourist

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    When you have to get your porn, then a lack of internet can ruin the vacation.
     
  16. sabre

    sabre Low-Roller

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    I think the Cosmo handled things here pretty well overall. Had I been a hotel manager there I would likely have asked you to not stay with us in the future.
     
  17. Geogran

    Geogran OTD Tea Sipper

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    It is frustrating when internet problems are reoccurring and slow to be fixed - internet service is essential for some people and should be addressed quickly, even in the middle of the night.
    As to the room service tray/cart not being removed? Why wait at all? Just put it in the hallway and go about one's business - not worthy of lost time waiting or fury in my book.
    No one should hang up on a guest - that's not acceptable behavior.
    As to staff attempting to assist you before referring you to a manager, that is pretty standard operating procedure in most businesses; if they can't resolve the issue, then insist on speaking to a manager.
    Apparently the hotel management recognized their shortcomings in your situation and offered a remedy which you chose to decline.
    Yes, lost time on vacation is a bummer, but 'furious' and 'ruined my vacation' is a pretty strong reaction - hopefully you were able to salvage some of that vacation once out of the room.

    Hopefully that 'perfect storm' of events was a one and done and that your next vacation meets and exceeds your expectations. All the best to you in getting this resolved to your satisfaction.
     
  18. prodaddy

    prodaddy Tourist

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    maybe the OP is a Kanye fan? The sense of outrage over minor issues.....better be a whale or something.
     
  19. dajjy

    dajjy Tourist

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    ruin your vacation?

    Maybe its just me but when I'm in vegas inability to get the net, a couple of times, is the least of my worries.
     
  20. Electroguy563

    Electroguy563 Over-Fried Gambler

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    Not a good idea. Doesn't seem like a lot of people are backing you up.
     
    Going to Hawaii's 9th Island!!
    Going to Hawaii's 9th island!!
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