TripAdvisor Traveler Rating

I was here for work and stumbled my way to the cosmopolitan, and I wasn’t expecting much but I met two people from security that helped me figure out all of the ways the hotel could offer me a fun experience. I found all of the speakeasies, I sat at the chandelier bar. I got to know the right dealers at the tables, and I truly have the best experience because of these two people from security. Shout out to Tasha and Brinishy for helping me have the best experience

ABSOLUTE. TRASH. This is a beautiful hotel that is a complete nightmare with customer service now and it is SO SO SAD. I used to love this hotel. I have stayed here so many times over the years. I came back this year so excited and it has been so miserable and it's only been 24 hours. We have had to call the front desk two times. Both times took over 10 minutes just to get someone on the phone. One time was at 1030am and one time was at 11pm, so it doesnt matter the time of day.. they don't answer. So we went downstairs to ask if they have DISTILLED WATER for a medical device. The front desk says oh yes absolutely, call room service. I go back to my room to call room service. They say no, call the front desk. ANOTHER 10+ minutes on hold. someone answers that they will find out where they have it. BLIND transfer to their convenience store worker. again, has no idea who I am or what I need. tells me to go to the bell desk. GREAT! there is no phone number for the bell desk. so I go BACK downstairs. no one at the front desk can help, the full check in area is packed with angry customers who have been waiting 20+ minutes to check in. the bell desk has no idea what I am talking about. I AM SO MAD I CANNOT EVEN SEE STRAIGHT. Come for the restaurants and bars - those are great, as is the service. THE HOTEL THOUGH? It's 1-star service all the way and they are NASTY about it.

Came to Vegas to see Wizard of Oz at the Sphere. Used points for this visit. Check in was amazing! The front desk attendant Cherry or Cheri, sorry I forgot her name, went above and beyond to help us out. Gave us a suite, I think it was, with a living room, full balcony with seating, views of Bellagio fountains, awesome! The hotel is stunning IMHO, with amazing food options at their food court. We would definitely stay again at this gorgeous property with amazing staff!

I have stayed at the Cosmo many times before, and booked for a special trip for my 40th in November. Upon checking in, I explained it was my 40th and I had stayed many times, so asked if there was anything they could do. He put me on a higher floor, that was it. Fair enough, I didn’t expect a freebie, but thought there could have been something more eg. An upgrade. When we checked in I was told $600 would be held on my credit card as a safety deposit - seemed steep but ok. Checking in the room was nice, but you can tell the Cosmo is getting a bit tired now. It wasn’t quite as spectacular looking as the last time I stayed. The view from the balcony is outstanding and one of the main reasons I love staying here. For the duration of our stay, housekeeping was poor. When they did come it didn’t feel clean, and left a dirty pillow case (not from our room) on the table. There were 2 days they didn’t come at all which was disappointing as we had food in our room we needed them to dispose of. During our stay, over $2000 of charges went on to my credit card. I went to the front desk to query this, to be told this was “normal” and was a safety deposit. I explained I was told it was $600, and this had really screwed up my spending whilst in vegas; they didn’t really care and didn’t attempt to remove any charges. Finally check out was a nightmare. Long queues, online system that didn’t work, and it seemed everyone wanted to talk to the front desk with a problem (I could hear people talking in the line.) Once I had shared my concerns, the Cosmo did comp me the resort fee, and gave me $100 food credit to spend, which I appreciated. When it came to the $2000 on my card, they seemed to think I hadn’t paid for my reservation so this is what the charge was, and they wouldn’t refund it!! This was a shock given I had paid in full months ago, and had a booking confirmation and accommodation voucher to prove it. Over an hour later they advised they would refund it, but didn’t know how long it would take (it eventually took over a week.) it was a very stressful end to the stay. The Cosmo used of have very high standards of service and was classed as a luxury report, it doesn’t feel like this any more. I love the location, the view and the casino, but after a few stays I think I’ll shift to a genuinely 5 star hotel (which this definitely is not any more.)

Robin, from security, saved our bacon. We had a glitch in checking in She and Brandon worked magic for us. I applaud their efforts in making our stay memorable.