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Cosmo problems

Discussion in 'LV Strip Hotels & Casinos' started by ChaiLatte, Jun 15, 2013.

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  1. ChaiLatte

    ChaiLatte Tourist

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    We returned from our first Vegas trip June 8th and I'm working on my trip report, but I still want to ask you your opinion about our stay at the Cosmopolitan.

    We booked with Expedia. It was our first time in a hotel such as the Cosmo, so we're not sure if what they did is ok and regular practice or not.

    1- We booked a room with a view of the Bellagio fountains.
    Problem: When we arrived there for the check in. The clerk told us we had to pay 50$ more per night to get the view we had previously booked. We told him that we had payed for the room already and it was with a view. Even showed him the receipt from the Expedia website and he told us nothing could be done.
    It was a Monday and the place seemed pretty empty.
    We were upset, I told him I would contact Expedia, he didn't seem to care about our booking arrangements.

    2- We arranged with the Cosmo to get the shuttle available to us at booking. Payed by credit card and scheduled it. All we had to do is get in the bus.
    After we got our luggage, we looked for the shuttle, who was nowhere to be found. We called the Cosmo, who transferred us to the concierge, who told us the shuttle was no longer available, that they took it away just days prior to arrive in Vegas. When we asked about the shuttle we had payed, they told us they were sorry and that it was our responsibilities to find another one (We went with Showtime)

    3- When the room problem happened, I asked if it was possible to get a quiet room, as I have to nap in the afternoon thanks to my thyroid auto immune disease. The clerk told me that it wasn't a problem. We get our keys, find our room. Who is just over a pool and where we can hear the music play loudly, making it impossible to fall asleep. We called downstairs, explained the situation, and we had to argue with them to get a quieter room.
    (Side note. The first room we got had no fridge despite us paying for a terrace studio with a kitchenette)

    (They transferred us to the 37th floor, which was much better and had a fridge)

    4- The maid threw away our luggage locks and my fuzzy slippers. We called downstairs and explained the situation. They gave us a credit to go to Vitals and buy new locks, which broke after 3 hours, and filed a Lost and Found request about the slippers. I tried contacting them to get information about slippers, they never return my call and email to them.

    5- We had payed for the shuttle back to the airport with the Cosmo, but ended up having to pay a cab because of their decision to remove the shuttle.

    I took it to twitter and the account from the Cosmo replied to me and gave me an email, saying they would work on helping me.

    I wrote to them, explained the situation and they transferred my email the the resort management.

    They wrote back to me, saying that they were sorry for the problems, but that nothing could be done about anything. A "too bad, so sad" kind of answer that seemed to be cut and pasted with no direct relation to what I wrote to them.

    We're back home, and we had an amazing time in Vegas but, we still feel like we didn't get what we payed for.


    What do you think I should do now about the our Cosmo problems?

    Thank you
     
  2. nostresshere

    nostresshere Mr. Anti Debit Card

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    Cosmo service has been going downhill.

    Shuttle - surprised they even had one. Cab is the easiest, cheapest and fastest way in Vegas as discussed here often.

    Expedia booking? You will find most folks here discourage booking via a 3rd party. It only adds to possible headaches. Granted, they should have taken care of you. I would contact Expedia directory - don't they have some sort of guarantee?

    Maid issues: That sounds really strange. Personally, we never, almost never, have maid service in a hotel anyways. We just pick up after ourselves and eliminate these things from happening. Sorry about your problem.

    Room assignment - poor training.
     
  3. zamboni

    zamboni VIP Whale

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    Sorry you had such a bad experience. Nothing quite like getting your vacation ruined.

    One thing about your room, I have never been in Cosmo, but I wonder if they had given you the fountain view if it would have been much quieter than the pool view, but still it was something you paid for. Sounds like the check in clerk was looking for you to grease his palm a little bit
     
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  4. zamboni

    zamboni VIP Whale

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    And I agree with nostresshere about maid service. When I get to my room the DO NOT DISTURB sign goes on the door until I leave for the last time, then it is taken off and thrown into the room before the door shuts. If I need a towel, shampoo, soap, etc. the maids are in the hall often enough I can hook up with one. I have read too many stories about maids helping themselves to things in peoples rooms.
     
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  5. robert m.

    robert m. High-Roller

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    Isn't it paradoxical that the large hotels (or whatever ) that claim to have such sterling "we care" service, usually turn out to be the most uncaring.

    I, for one, appreciate your report. After hearing a few more, we will know that this is their "modus operandi" -- not just an aberration.

    Some things become understood. Checkin lines at the Quad ( I.P. ) are always unreasonably long. Have been for decades. Why? Because management really does not care.

    We can stew about it, or we can decide to take our experience to friendlier environs.
     
  6. ernestoc33

    ernestoc33 Low-Roller

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    Sorry to hear about your bad experience. Not all of Vegas is bad, just the pretentious resorts are. I've always gotten the best service in smaller, less corporate hotels.

    Booking thru a 3rd party rarely saves money in Vegas and usually the booking site will hide hotel policy details from you. The RTC buses run 247 and are really cheap for getting up and down strip and to downtown. The service sucks there because they cater to young club hoppers that don't seem to care about good service. Give them a bad review on trip advisor and give your hard earned money to a place that deserves it. Try Golden Nugget or Paris.
     
  7. Chuck2009x

    Chuck2009x VIP Whale

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    OK, all of that sounds pretty bad.

    The Shuttle:
    If you paid Cosmo for the shuttle and they discontinued it, they really should have automatically refunded everybody who had reservations after they discontinued the service. Your remedy here is either with Cosmo, or it might actually be easier to go through your credit card company. You paid for a service you didn't receive. You should be able to contest it with your credit card company. Some companies have some minimum threshold amount that's eligible for challenge.

    The Room:
    If your Expedia receipt showed a particular room type, it's hard to understand why, especially on a Monday, why you wouldn't have received at least that room type, if not better. While it's true that hotels don't bend over backwards to accommodate third-party bookings, it would have seemed that the odds should have been in your favor in this case.

    However, here, your remedy is with Expedia. You paid Expedia, and you didn't get what you paid for. I think you have two options:
    • If you have some sort of receipt from Cosmo that shows the room type you stayed in, and you have the Expedia receipt, call Expedia, explain it, and if the person on the phone doesn't do anything, ask for an address where you can mail your complaint (or look on the website for one). Don't give up until they give you an address - there will be one.
    • Contest the charge with your credit card company (if you're not getting any help from the Expedia phone rep, mention that you will do this, don't say it in an exasperated, threatening way, just state it as fact).

    You have to decide if the amount involved is worth the aggravation involved. For a small amount, it's rarely worth it to pursue it as a matter of principle. Your time is worth more than that, and chances are good you will just end up getting more aggravated and sinking a lot of time into it to no good end.
     
  8. Dean Martin

    Dean Martin VIP Whale

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    Pretty easy fix in my book....scratch COSMO off of the list of places to ever stay again and let everyone you know about your experience. As they say, "what goes around, comes around".

    One of my Vegas rules is always book with the hotel directly. Makes it much easier if you need to change, cancel, have a problem or if you play enough, to get a room comp.
     
  9. leo21

    leo21 VIP Whale

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    Review your transaction. Did you book the shuttle with Cosmo or was it an add on through the Expedia booking. If its the latter, Expedia should have provided the tickets for the shuttle.

    You probably should have called Expedia as soon as you had issues getting what you booked. You can certainly complain now but they are going to say that they could have helped you if they knew at the time.
     
  10. smartone

    smartone VIP Whale

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    Sorry... gotta call you on this comment... yet another baseless "dig" at the younger generation of Vegas visitors that are pumping the town with $$. Have you spoken to the clubbers? Have they told you they don't care about service? C'mon now... they're not your "cup of tea", we get that...:poke:
     
  11. JWBlue

    JWBlue VIP Whale

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    It is unbelievable these things happened. I am sorry this happened to you.

    I never have problems when issues like this occur.

    Employees are people. They have egos like everyone else.

    If a situation is explained calmly, rationally, and with complete sentences and proper grammar then the right thing will be done.
    Earn someones respect and respect will come back.
     
  12. StormHawk

    StormHawk High-Roller

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    The first thing you should have done was ask for a supervisor. There always is one, even if they tell you otherwise. Sounds like you got a mix of I don't know and I don't care to find out for you. Likely they see an Expedia reservation and assume it's the base room. Another way to avoid problems is to book direct. You might save a little via Expedia, but the players club can usually get you those rates. It also gives you reservation control, direct confirmation, and usually little to no up front cost. That way if you don't get what you booked you aren't on the hook for it.
     
  13. Nittany1

    Nittany1 VIP Whale

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    Agree with everyone about third party booking.
    Really no benefit to do that in Las Vegas.

    Regarding the Cosmo housekeeping,it continues to be a problem.
    I had a day on my March stay there where there was no service in the room despite some calls.
     
  14. bluerider

    bluerider Low-Roller

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    The Cosmo is an awesome property with some of the Strip's hottest restaurants and clubs. The property itself is new, hip and stylish. The rooms are well designed, feature very high quality millwork, furniture and fixtures, and has THE best views of all strip properties, not to mention the awesome balconies that you can actually go out on. The casino is fun, well kept, and has some great action when busy.

    That said, I think more and more of us are learning what the Cosmo is NOT. And that is the Wynn or Bellagio. It just doesn't feature the 5-star top notch service and amenities the previous two do.

    The longer they go without paying attention to service standards, the quicker this property will lose a bit of it's edge.

    I personally love it there and have never experienced the issues you have.

    But if I did, I would most likely be staying elsewhere on future trips. Maybe you should too?
     
  15. Max2589

    Max2589 Low-Roller

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    I'm not saying your complaints don't have merit. However, Cosmo is pretty good to many of us. If your room said "fountain view" the hotel should have honored that. There is no way around that. You can take it up with Expedia but that's a battle that will exhaust you, been there done that. Dispute your expedia charge, you didn't get what you paid for,bottom line. Let them deal with Cosmo.
     
  16. atom

    atom High-Roller

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    Sometimes, even in Vegas, the savings booking through a third party for hotel reservations are worth the risk of potential issues. On my last trip I got 3 nights over a weekend for roughly half of the best rate I could get through the hotel directly. Yes, I called and asked them to match my rate - they wouldn't. I knew I wouldn't be getting in enough play to warrant a backend comp, so I went with the third party. I had no problems with my stay.

    So, while I agree that in most cases it is better to book direct, it's worth checking out all the angles if you're looking to save some money.
     
  17. anonanon

    anonanon Low-Roller

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    I've stayed at Cosmo many times, and when not staying there always seem to end up there anyhow. There bar scene is second to none and yes Marquee is nice too. I've always had good experiences there but am sorry to hear about your issues staying there.
     
  18. smartone

    smartone VIP Whale

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    Well said...:peace:
     
  19. Jimm7y

    Jimm7y Tourist

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    X3:peace:
     
  20. gilly from philly

    gilly from philly Low-Roller

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    +1. Some of the generalizations of a generation gets a bit riduculous on this board.
     
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