I hope someone from the Cosmopolitan reads this

I just left my players card with one of your "hosts" at the desk of the high limit room.

You see, I just spent the last half hour to 45 minutes feeding $100 bills into your $5 machines, and not once did anyone acknowledge my presence, say hello or make any attempt to feel welcome, because you were all so busy chit chatting with each other.

Only two people were playing slots in there, myself being one, and I counted six (6) hosts (or men in suits, being more accurate), and not one of you could say hello, offer to get me anything, maybe a waitress to get me a drink, nothing.

You flat out ignored me.

So I don't need a players card, because I don't care to stay or play at your casino.

And you're all scratching your collective heads trying to figure out how and why such a nice place is losing money.

 

Sorry to be a bummer, but that level of play won't get much attention. Playing $300-500 per hand in baccarat won't have a host come introduce themselves at many high end casinos in my experience. I've spent hours feeding money into HL slots at many casinos (Wynn, V/P, Aria, Cosmo, CP) $25-100 pulls. Not once has it got the attention of a host. A few slot attendants asked me if I had a host and I told them I have a table host. That was after hours and hours.

Play where you enjoy it and win. Scope out a host and introduce yourself either by recommendation, etc.. This is the method I used to meet few hosts.

 

I think the point is the suits outnumbered the players 3 to 1 in the High Limit room and they can't even walk over and say, "hello... how are you?" That's really sad... Why is it that so many hosts seem to think the joint is about them, instead of the customer. I sure support what you did... take RB's advice... play where you like and win!!!!

 

It's not as if they were busy.

I shouldn't have to earn their attention, they should be trying to earn my business and loyalty

EDIT - one more thing, it's not as if I was dressed like a slob in flip flops, I am well dressed and wearing a very nice watch.

 

I've never had any attention given to me for 30-45 minutes of $5 action at any top tier joint on the strip.

I'm not saying that's how it should be - it's not. It wouldn't cost them a dime to introduce themselves and make the player feel appreciated. But this certainly isn't a Cosmo-specific issue.

 

Sorry, but style doesn't matter. It's all about money whether you are wearing a suit and a rolex or flip flops and look like a bum. I think your expectations are a lot. Go and play $100-1k per spin and you'll most likely get some attention. $5 for 30-45 min is like a $25-50 per hand BJ player at the Wynn.

It seems like you are upset because they didn't give you attention. Stopping by and saying hi is a different story. They should have, it's good customer service.

My bad if I sound like a bad guy. Ask Hunter if he would take the time to introduce himself to you.

 

Sucks, if you want to give them another shot, my host is very reasonable. Their customer service kind of sucks unless they "know you". Then it's marginally better. But I know you play heavy at CET. Enjoy your time here, and forget them.

Fk

 

I got so much attention playing $5 slots at MGM in the HL room a few trips ago...my drink never went dry and a few suits said hello and asked if I needed anything a few times.

Didn't get any attention playing $25 slots at Excal a few weeks ago...

Point being...its hit or miss

 

Man, even with the nice watch they ignored you? mind boggling

 

I didn't expect ass kissing or fawning, just polite customer service. They weren't busy, and I think that's what's pissing me off the most, the fact that they're just standing around, shooting the shit and watch the ball game. Taken two seconds to say "hi, my name is XXX, how's your evening going? Need a drink?"

The 30-45 mins could have easily converted to two hours and more, but they'll never know. $5/$10/$25 slot play isn't unusual for me and I and on the cusp of Caesars 7* and an MGM plat, just be nice and make me and my play feel appreciated.

Sitting there feeding the machines and watching 6-8 suits stand around BS'ing and watching the ball game, knowing it'd take them a few seconds to provide some good will and make someone who obviously has no issue dropping a fair amount of money on a low edge game (slots) feel welcome is just too much for them.

Had they been busy, I'd understand and feel different, but they were doing nothing, and that's what bothers me, because being nice to a customer would have been so easy and cost nothing, but gone a long way.

 

Hosts can be hit and miss.
There can be lots of turnover in that industry.
I have had 3 hosts at the Cosmo:
First one was great, very attentive, but left for other opportunities.
Second one didn't ever meet me! Ended up working from home or something, and even after he left the Cosmo,
he used my email to send me solicitations about his new wealth management company.
Also had his colleague call me on my phone to solicit.
So definitely a lazy scammer type.
Third one is great: responsive, pays attention to details, friendly, transparent with my average, hours, and theo.
We have an agreement that I will get back 40% of my theo, and I can have carryover if I underspend on a trip.

If you want to try the Cosmo again, then please PM me and I will give you her name and arrange an introduction.

 

A couple thoughts: first, don't assume the hosts weren't busy. Cosmo usually has one host assigned to the desk inside the HL and they are supposed to stay at the desk. As for the others, if they have big clients in town, they may be sitting there waiting for him or her and not available to spend time introducing themselves to potential new players. I have personally witnessed this happen at Cosmo. The hosts for bigger players wait for their players to show up and that's their job, not seeking out new players when they need to be ready to assist/babysit the players they already have.

Second, if you want a host, don't expect them to come to you. Go introduce yourself. I got my host at Cosmo by walking back to the host office one summer day a couple years ago, knocking on the door and introducing myself. In fact, introducing myself or referrals are the two ways I have established a relationship with almost every host I have ever met. The only times a host has ever approached me was at Luxor (where I don't think they were accustomed to people betting $200 on the line at craps), in Tunica, and once at Venetian a couple years ago (and that time, it was the floor supervisor that alerted the hosts, not a host staking out the high limit room looking for new players). I think having a host interrupting your play to do a cold introduction is pretty rare.

All that being said, if the OP is disappointed, he should absolutely take his business elsewhere. I'm not saying Cosmo was correct in their treatment of you. But I do think it wasn't out of the ordinary. I don't play slots enough to know how often slot hosts approach unknown players in the HL. Heck, I don't even know the proper etiquite for that situation. But perhaps other VMB members can share their experiences of which vegas properties will send a host to you for that level of slot play ....

 

I can understand that the hosts may not be there for new player development. But I've walked by hosts on my way to do all sorts of non gaming activities and been acknowledged. I don't see why these guys didn't do anything to acknowledge the people in the room. And I am sorry but there is no excuse no CW service for that long in that room.

 

I think the point he's trying to make is that there is a reason the place isn't doing well. I agree. My experiences there have mostly been poor including the customer service. Though I don't think any strip property has hosts flocking to $5 slot players, they should, particularly properties that are not doing well. I also agree that Cosmo usually seems to have a disproportionate number of suits in their HL room standing around doing nothing. Typically it appears its b/c there is no one in there.

Three asides:

1. this is the only property I have ever seen that after every hit on a roulette wheel (HL room only from what I've seen) they stop and spin the wheel in the opposite direction. How pathetic. 2.6% isn't enough apparently. Again, that's likely a contributor for why their HL table is usually empty from what I have observed.

2. a friend/host who just moved their from the B to take a director's position only lasted 3-4 months. He hated how the place was run and is now a VP down the road. Again, more confirmation about why they aren't doing well.

3. I have had a bad taste for the place since the beginning when I was promised much for my play and when it came time for the rubber to meet the road, they offered abut 30% of it. What a joke. Again, the story remains consistent.

 

I think I would be more disappointed (pissed off) about not seeing a cocktail waitress during that time than not seeing a host. CWs are supposed to be making the rounds with active players -- with hosts, it sounds like it's very hit or miss. I've had 2 very different experiences in the Cosmo HL room. The first time my wife and I were there, we played the WOF $1 slot and the cocktail waitress was awesome and volunteered to personally make us frozen strawberry margaritas (note: I'm a whiskey guy, but it was 105 degrees out, and that sounded fantastic. It was) and came back by two more times in the 40 minutes or so that we were in the room total. The second time we were there, I basically had to go in the back room to find someone who worked there because I had a problem with one of the machines, and I did not get a visit from the CW. Cosmo definitely needs to work on the quality and consistency of their customer service, because I have had some fantastic service and some horrible service.
I will say that that is one of the only casinos I have visited where the employees at the players club desk all seemed to be (a) alive, (b) friendly, and (c) helpful/competent. Usually the folks working these desks are missing one or more of those key components.
Sorry about your bad experience. I agree with the others to let your feet and wallet do the talking. Unless you seem to get a great vibe or consistently win at the casino, there are plenty of other casinos willing to take your money and treat you well.

 

Saying hello is customer service 101 no matter what business you're in.

 

Seems to me, some of you are so busy trying to shoot down my point, that you're missing it entirely.

There were 6-8 hosts (suits) standing around just BS'ing with each other. That is not an exaggeration, I counted. Several were standing at a TV watching a baseball game. Again, not an exaggeration, but fact. Other than myself, there was one other player playing slots, not an exaggeration, an observation.

It would have taken no more than 2 minutes of their joke or baseball watching time to greet a player who's dropping $10 every 10 seconds (10 seconds per spin is probably slow, more like 5 seconds. I should time it sometime) with a simple "Hello, how's your evening?" Or even a simple "Good evening, welcome to the Cosmopolitan"

I am not expecting them to offer me up a free room, buffet or any sort of comp, just make a player feel welcome, feel appreciated.

Being polite and utilizing good customer service skills goes a long way.
Hell, would have kept this negative post about the Cosmopolitan from even being posted. What's that worth?

15 seconds of politeness could have stopped hundreds of people reading about their lack of it.

 

I'm not sure anyone is really trying to shoot down your point. But let me ask (because I don't know enough about HL etiquette), which properties on the Strip would send a host over to a HL slot player at that level? And is it cool to strike up a conversation with someone while they are playing a slot? Since most of my play is tables, I think casino employees know its not cool to interrupt someone playing at a table. Even the times I have been approached by a host at the tables (described in my post above), the hosts waited patiently until I stepped away from the table before they said anything to me. Not sure if slots are the same.

In my experience, Cosmo is slightly above average when it comes to interacting with friendly casino employees. I have had some negative experiences there, but more good/friendly experiences than bad ones. Obviously, your experience has been different, which stinks. But there's plenty of other places to play

 

No one mentioned an expectation for someone to strike up a conversation. And I don't know what would happen in other HL rooms on the strip. I can guarantee that in every casino, the policy is not for their employees to socialize and josh around on the gaming floor, no matter what their position or what area they work. It would piss me off to see that happen at a McDonald's or Walmart.

 

I agree with sevjay, the lack of drink service for 45 minutes in a HL room is way more concerning than the hosts. That said, if I ran the casino I would want my hosts interacting with players, not watching baseball.

Here's my Cosmo story: was there last week after Bellagio with Pleepeus on Saturday night around 2 am, and he starts playing slots. Casino was busy. I'm not an identity member so I go find the players club desk. There is a sign there saying "This desk is closed, please go to the main desk near the hotel lobby" Okay so I walk all the way across the Cosmo casino to the identity desk. I get there and there is another sign saying, "we're closed please come back at 8 am" so I then walk all the way back again...and play a lot less than I would have.

First off it is completely silly to close your players club on one of the busiest Saturdays of the year. They must close before marquee even lets out. Silly to let all those potential customers go to waste. Even drink people can remember that if you're playing slots you should use a card. Hell the D had their club open at 3 am on a weeknight-why not cosmo.

So, let's assume that the casino is silly and won't keep their players club open at night. What is with the signs telling customers to walk across the casino to an empty desk? That is some serious dark side stuff right there. Bad enough to not let me join, you need to waste 20 minutes of my time too?

Not impressed by cosmo casino.