The Cosmopolitan of Las Vegas

Cosmopolitan. We reserved a wraparound suit for 7 days and had it booked 3 months ahead of time. Get to the front to check in and they gave us a room that was blocked of by an another building and the other side was a huge motor blowing hot air and loud. So went down to the front desk and they said we could change you to a different room but that will be it there’s nothing they can do for us. I was explaining that I paid for a 7 day stay not to be put in a room were there’s no view. But mind you the woman next to us was talking to us and she had the same room we booked but for three nights and they told her they would upgrade her just because. I told my wife wow that’s pretty crazy but I’m guessing since we’re Hispanic that could have been his reason. Because we were nice ,kind and curtious

Reservation Feedback / Incident Details Primary Reasons for Score (1/10): 1. Failure to Honor Confirmed Room Placement for Elderly Guests with Special Needs: Booking: Six months prior to arrival, I booked three rooms directly through the property/MGM Resorts. During booking, it was confirmed that all three rooms would be placed on the same floor. This request was critical because I was traveling with my elderly aunts who have special needs, and elevator access restrictions prevent guests from traveling between guest floors without corresponding keycards. Check-In: Upon arrival, the front desk agent (Ian) confirmed verbally that all three rooms were assigned to the same floor. Two rooms were ready immediately; Ian stated the third was being finalized and that I would be notified once ready while we stepped out for lunch. The Breach: The arrival notification sent via text assigned the three rooms across three separate floors. When I returned to the desk to speak with Ian, I was informed that management had reassigned the rooms, overriding the prior confirmation and leaving vulnerable family members separated on restricted-access floors without direct assistance. 2. Misrepresentation of Resort Fees: During direct booking, I was informed that booking directly through the property/MGM would exclude daily resort fees. Upon arrival and billing, mandatory resort fees were applied contrary to what was promised during the reservation process. Impact: The elevator keycard security protocol made separating our rooms a safety and accessibility issue for elderly guests requiring immediate family access. Overriding our confirmed placement after we were already checked in—coupled with inaccurate booking disclosures regarding fees—resulted in an unacceptable guest experience.

Best Hotel View perfect of strip, food services, reception, room, facilities all good, this hotel comes highly recommended

Another great stay at The Cosmo! MacBook, there’s no better place to stay in LV! The balcony rooms are unique, and most of them have great views. The check-in process is a breeze (especially for MGM Rewards Gold Members). The bartenders are great. Great shopping. Great restaurants. Great location.

We booked the Terrace Suite Fountain View because we really wanted to see the Bellagio fountains, and we paid extra for the Fountain View. The check-in line was extremely long, but while waiting we noticed that mobile check-in was available. So we did the mobile check-in and went straight to our room. But when we opened the door, we were honestly shocked. The fountains were barely visible and most of the view was the parking lot. This was definitely not what we expected after paying extra for a Fountain View room. We went back downstairs to ask about it. The staff didn’t seem very interested in helping us and told us there were no other rooms available. We asked if we could at least get the price difference back, since we didn’t get the view we paid for. The staff member just stared at us for what felt like a very long time. It was honestly such an uncomfortable experience. Eventually, another staff member came over and said they would check again, and we were finally able to change rooms. I don’t understand why we were given a room like this in the first place, especially when we specifically paid extra for the Fountain View. After a long trip, this was the last thing we wanted to deal with. This experience really ruined our first impression of Las Vegas. Unfortunately, this was the worst hotel experience of our trip.