TripAdvisor Traveler Rating

We were out here looking for bandaids, and Christopher at security not only pointed us towards the correct direction kindly, but he also just provided us with bandaids himself! Very kind, very much appreciated to have security like him!

Christopher Bryant was so sweetie he gave my friends bandaids and answered all of our questions! He made our experience so much better :))

Great time lively atmosphere all week

My husband and I only stay here when visiting Vegas. You can’t go wrong. This time I went on a Girls trip.

### **One-Star Service at Luxury-Hotel Prices — Stay Elsewhere** I rarely leave one-star reviews, but my experience at The Cosmopolitan was so disappointing that I would never stay here again. The hotel charges luxury prices and adds numerous fees, yet the customer service felt less welcoming and professional than what I have consistently received at much cheaper hotels. Our problems began with check-in. After arriving early from our flight, we completed pre-check-in and were told to expect our room around the standard 3:00 p.m. check-in time. When I returned to the front desk later that day, Roder was extremely rude, dismissive, and unwilling to provide any assistance. He told us that he did not care that our room was not ready and that we could potentially be waiting until 11:30 p.m. I eventually had to call customer service while standing inside the hotel, wait for assistance, and speak with Marnell. She was kind, professional, and able to arrange for our room to be cleaned and ready within approximately 30 minutes. I appreciated her help, but guests should not have to call customer service from inside the property just to receive basic decency and assistance that should have been provided at the front desk. The poor communication continued throughout the stay. The employees provided conflicting and inaccurate information about the authorization hold and incidental charges on my card. I booked through the official AKA Boule reservation website connected to the hotel—not through an outside third party—and should have received a reduced incidental hold. Instead of anyone taking the time to review my reservation and explain the charges properly, I felt belittled and spoken to as though I did not understand my own account. Checkout at approximately 4:00 a.m. was another unnecessarily unpleasant experience. The employee argued with me about whether STK qualified for our $250 food and beverage credit and insisted that it did not. After contacting her manager, she was informed that STK was covered. Even then, she accused me of not paying part of my restaurant bill, despite my showing her proof from my bank account that it had already been paid. Once again, I had to call customer service and inconvenience myself just to receive clarification. The room itself was only average. The lighting was extremely poor, and the bathroom had two small individual mirrors rather than one large mirror, which was very inconvenient for four women trying to get ready. The fuzzy bathroom rugs also did not feel sanitary or appropriate for a hotel room that is shared by many different guests. This experience could be especially difficult for families traveling with children who need to settle into a room after a long flight, older guests who may not be able to repeatedly visit the front desk or sit on hold, couples celebrating a birthday, anniversary, or honeymoon, and groups of friends trying to enjoy a special vacation. No guest should spend this much money only to be treated as though asking for basic help is an inconvenience. Customer service, professionalism, clear communication, and timely assistance matter greatly to me, and The Cosmopolitan failed in every one of those areas during my stay. I would gladly spend the extra money and stay at the Wynn or The Venetian in the future, where I would expect to be treated like a valued guest rather than a burden.