TripAdvisor Traveler Rating

I have visited Cosmo 4 times in the last 3 years and the same issue lets this place down on each occasion. The rooms are never ready when you check in and on occasion you are still waiting to check in after 5pm. This isn’t good enough when you have been travelling for nearly 24 hours coming from the UK and check out time is 11am ! Why aren’t the rooms ready by 3pm ? The excuse that is used in every occasion is that I requested a high floor !! Don’t you employ cleaners on the high floors or something. To reiterate, if you expect people to check out at 11 then it’s a reasonable expectation that arriving customers can check in on time at 3pm

I recently stayed at the Cosmopolitan in Las Vegas in one of the higher-end wraparound terrace suites, and unfortunately the overall experience fell far below expectations, especially considering the price point and reputation of the property. The issues started immediately upon arrival. Check-in was disorganized and delayed to the point that we were not able to access our room until approximately 5:30 PM, despite check-in beginning much earlier in the day. When I raised concerns, I was essentially told that this is just how it is when things are busy, which is not an acceptable response for a luxury property charging premium rates. Once we finally entered the room, the television was not functioning properly, requiring engineering to come to the room to resolve the issue. While the room itself was in acceptable condition, this created an unnecessary delay and poor first impression. Later that evening, we returned to find both showers in the suite running at full blast. No one had informed me that staff would be entering the room, and discovering this unexpectedly was both frustrating and concerning. I was told I would receive a credit related to the incident, but no such credit was ever provided. The most unacceptable part of the experience occurred around 2:30 AM when hotel staff called and woke us up to say they needed immediate access to the room because guests below us were experiencing water issues. Staff entered the room, checked briefly, said thank you, and left with no apology, no explanation, and no acknowledgment of the disruption caused. The interaction felt extremely unprofessional and lacked even the most basic level of hospitality, probably related to the issue above. To be fair, housekeeping staff were excellent, and the table dealers in the casino were friendly and professional. However, the front desk and overall guest service experience were consistently poor and did not reflect a service-oriented culture. For a property positioning itself as a luxury Las Vegas resort, the experience felt operationally chaotic and indifferent toward guest experience. I travel frequently and understand that issues can arise, but professionalism, communication, and hospitality matter in how those issues are handled. In this case, they simply were not. Unfortunately, based on this stay, I would not choose to stay at the Cosmopolitan again.

This was our 2nd time staying at the Cosmopolitan with a Fountain View in the Chelsea tower. Sitting on the large balcony couch and eating dinner or enjoying a drink while watching the fountains of Bellagio while the Eiffel Tower at Paris Paris twinkles in the night with a peak of the Las Vegas Eye in the distance is fantastic. With American Express Fine Hotels, we got an upgrade to a bathroom with a small soaking tub and window. The shower is large and roomy. The bathroom is in its own room, but the door does not stay open but fortunately there is a bathroom fan there. Double basin sink and lighted make-up mirror. The room has a dressing area with a long bench - good for a suitcase and a separate living area with a couch and long bar. A stocked fridge plus an empty one for your own drinks is available. We arrived on a Monday at 11 am and are supposed to get 12 pm check-in based on availability with Fine Hotels. You can use the priority/high rollers separate check-in room with the coffee. A hotel room was vacant and a request for a priority cleaning was put in. After checking back two times, we finally got a text at 3:30 pm that we could come and get our key. Unless you are a super high roller with MGM, don't believe the "priority" housekeeping request. I did see someone else being escorted by a person in a suit to his room, so there were rooms for some people. There were a lot of people sitting waiting for their rooms in the lobby. You can request a key to get you into the pool areas. Have your swimsuit/flip flops/sun screen/Kindle in your carry-on bag if you are going to stay at the Cosmopolitan since you will be WAITING for your room. We did the self park in the garage Waiting in the line to get a ticket took some time. Spots are small. There are green and red lights to show where there is a spot and a number of open spots by floor sign. The self-pay kiosks didn't work - spit out my credit card. The help box said it pay at the gate which did work at the machine, even though the gate was unattended. The hotel has a wide variety of restaurants from fast food in its food court area to nicer sit down restaurants, plus there are stores attached. Walkways to the Bellagio and other hotels. Two pool area with hot tubs. Chair side service was not as good as other hotels, since no one came by to ask if we wanted a drink although there was staff walking around. We went to the bar to order our drink. There was a frozen pineapple and mango mix. I got both in one drink. You can get it with or without alcohol. We were in room 2029 Chelsea Tower which is on the 20th floor. It felt low down, any lower, the air conditioning or parking garage could block our view. We could not really hear the music from the Bellagio fountains although we could hear the boom of the jets when they went off.

Our anniversary stay at The Cosmopolitan of Las Vegas was absolutely flawless from start to finish! ???From the moment we checked in, the customer service was top-tier—the staff was incredibly welcoming and made us feel like VIPs. We were so touched to find a thoughtful card and delicious chocolates waiting in our room to celebrate our anniversary. It’s those personal gestures that truly set this resort apart. The room itself was stunning—perfectly clean, chic, and incredibly fancy. The highlight was definitely our wraparound terrace; having that private outdoor space with a breathtaking, front-row view of the Bellagio Fountains made our celebration feel so much more special. If you’re looking for luxury and a vibe that can't be beat, this is the place. We can’t wait to come back!

Besides the already wonderful accommodations this hotel offers, one employee in particular stood out. HENRY, security in the casino, was THE MOST personable, friendly and charming individual I had come across. A real asset to your Cosmo team!!!