The Cosmopolitan of Las Vegas

The hotel itself is OK, a bit dated these days compared to when it first opened, but I will never return based on my recent checkin experience. My room wasn’t ready at 4:30pm. Checkin time is 3pm, clearly stated online. I asked to speak to a manager and the manager stated that their policy, which supposedly was clearly stated on the web, was checkin only “started” at 3pm, but could take until 6pm and thats just standard policy. This seemed odd to me, so I left the desk to check the policy online myself. Of course I didn’t find anything about this “standard policy” and when I asked to speak to the manager again so that they could show me where this policy was, they refused to talk to me, and instead they threatened to call security on me as a tactic to make me drop the issue. I will never return to this establishment after this bully tactic.

Staying in a pool view, balcony king room. It’s really worn, a shelf that apparently used to be in the shower is missing with just the mounts sticking out of the tile, a wall sconce broken and about to fall off the wall, the tv remote missing button making it hard to control the tv, so much mold in the shower you want to wear shower shoes, and the patio furniture is so stained you don’t want to sit on them.

I'm writing this mainly to recognize the outstanding customer service we received on our most recent trip to Vegas. We generally go once or twice a year, but I doubt that will continue. Vegas itself is just not really fun anymore - it's turned into nothing but a cash grab as everyone in town panics about the drop in tourist numbers and responds by making the experience SO MUCH WORSE for the consumer. They've tightened up or otherwise changed rules so that gambling is worse than ever and now charge utterly ridiculous prices for almost everything. I mean, you can go to the best museums in the world for generally less than 20, but everyplace in Vegas charges 50 or so. Anyway, back to the Cosmopolitan. As I said, we are not newbies to the Vegas scene and also not whales by any means, but we were treated very well by literally all the staff we interacted with. Special shout out to Wendy at the front desk who assisted with a minor issue and definitely went above and beyond. Also to the bartenders at the chandelier. We saw them pretty much daily in the mornings as this is a great spot to play a bit of video poker while having great drinks in a lovely atmosphere. After the first day they were calling us by name and remembering preferences. Generally, we were treated as VIP's, which made the whole trip much more pleasant than it would otherwise have been to the aforementioned issues in Vegas as a destination. The only issue we had is that rooms in the Boulevard tower can be loud in the evenings. The Cosmo is definitely a place to party, but we've kind of aged out of the nightclub scene. requesting a room in the Chelsea tower resolved the issue.

My sister and I were in the casino and needed some information that would help us locate the closet exit to the strip. A young man, named Jose Caparas ,who works in security, took it upon himself to escort us across the whole casino to an exit that would put us where we needed to be. He was kind, friendly and understanding in regards to two older women needing assistance. Great customer service Jose. Great employee.

I always love coming to the Cosmo when I'm in Vegas. Even if it's for one night, I always have a wonderful and relaxing stay. Stayed during EDC week, staff were friendly and they have a lot of food options. Huge shout out to Mario S. at the front desk. He was a huge help during our stay and helped me find the Art-O-Mats located in the hotel. I cannot wait to come back