The Cosmopolitan of Las Vegas

Amazing place!!! Excellent service!!! Huge thanks to Vincent Rolland

We stayed at the Cosmopolitan Hotel for two nights. It’s a lively, bustling place-a bit chaotic if you’re not there to gamble or catch a show. That said, we had a fantastic room with an amazing view, and overall, it was a really positive experience.

After standing in the check-in line for 45 minutes, I was told that the rooms were not clean and we would get a text when the room was ready. Two hours later and no text. How do I explain to my kids that they have to sit on a bench for hours playing in their Nintendo? They have played it so long the battery died. Stay somewhere else. By the way, it is Wednesday night.

We were not allowed to check into our room at the Cosmopolitan for nearly 8 hours after our arranged check-in time and nearly 4 hours after standard check-in time, while multiple priority check-in staff repeatedly insisted that “nothing could be done.” We had arranged an early check-in for 11:00am, but there was some unknown delay. We then spent the next 7+ hours repeatedly returning to the priority check-in desk for updates while essentially stranded in the hotel lobby, being told over and over that “you simply have to wait.” Staff continually refused to investigate further, contact the department suspected of causing the delay, or provide any meaningful timeline, while seeming entirely comfortable leaving guests sitting in the lobby for most of the day. The most concerning interaction was with priority check-in staff member Bianca, who stated that addressing our hours-long delay was “not my department” and refused to contact anyone or escalate the issue further. We were simply told to continue waiting indefinitely. Late in the evening, another staff member finally contacted housekeeping, and the situation was resolved almost immediately — strongly suggesting the delay could have been addressed hours earlier had anyone been willing to make that brief phone call. What made this experience unacceptable was not just the delay itself, but the complete indifference and lack of ownership shown throughout a major operational failure. Because this was only a two-day trip, the delay disrupted plans across nearly the entire stay. Work obligations planned to be completed on check-in day had to be pushed into the following day, which interfered with those plans as well. We see no reason to put ourselves through this with the Cosmopolitan ever again.

My family and I always spend time playing the machines. Well, I forgot my phone at one and a bar tender turned it into security and Edgar Medina was so kind and helpful. He helped me claim my phone and was extremely understanding. Thank you, Edgar!!!