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  • I decided to try The Cosmopolitan for my first year anniversary celebration. Booked months in advance. Prepaid. I specifically booked and paid more for the king one bedroom terrace because I wanted AT LEAST that. To our horror, we were informed at check-in that they had oversold the king one bedroom terrace rooms and therefore they had to give us a room with two queen beds. I couldn't believe my ears. I showed them my pre-paid reservation and explained that it was our first year anniversary celebration --- we would like to at least sleep in the same bed... and comfortably (my husband is 6'7''). He apologized but said it was not possible as there were NO rooms with king beds left in the entire hotel. To make up for the inconvenience, he offered us two free cocktails from the minibar. I was in disbelief. First of all, I was being DOWNGRADED two room classes and there was no offer of reimbursement for the forced downgrade. How does that work? They tempt you with upgrades for some nominal amount when you check in.... but they don't reimburse you for a forced downgrade and think they can "make it all better" with two free cocktails?? I calmly asked to speak to the manager who did nothing more than offer us the reimbursement for the downgrade that they should have offered in the first place. But then the offer of the free cocktails for the inconvenience was rescinded. Unbelievable. The manager said it was common practice for them to downgrade clients when they oversold, prepaid or not. I really don't understand how rooms can be oversold. And I don't understand how only downgrades are possible and no upgrades available. I seriously doubt that there wasn't even ONE king bed left in the entire hotel that night. Then they said they would TRY to get us into a king one bedroom terrace the next night. TRY???? I just about lost it at this point. I was on the verge of tears --- the celebration of our first year of marriage ruined. After some more pleading, they finally were able to reassure me that they had pre-reserved a king one bedroom terrace for us the next day --- but we would have to check in the morning when we would be able to move. I spent that first night writing an email to the reservation department of the hotel to let them know how wrong this whole situation was. The response I got was "thank you for sharing your experience with us." It's mind-boggling to me that they feel they can get away with this type of practice with the economy the way it is. The service at this hotel was also pathetic. It took over an hour for us to get our bags delivered to our room. We were also not given any fresh towels and our minibar was not replenished. It's like no one at this hotel cares. Also, their internet is NO LONGER free (policy changed after our booking). It's now $15 per 24h period. When we finally got the room that we had booked and prepaid for, it was a nice room. And the location is fairly central. However, there are plenty of other nicer hotels with better service. I don't ever need to take or give this place another chance to ruin my holiday. Would not recommend anyone take a chance with this place as they can ruin your entire trip/experience. I would give this place zero stars if I could. Go somewhere where you'll be appreciated. Just read some of the reviews about the questionable accounting practices so I just emailed them to get a detailed itemized list of charges to the room. I had a $125 credit and according to them I exceeded it by $130 and would only give me the list of things that weren't covered by the credit. What if the stuff they used the credit to cover was bullshit?? I'm hoping for a response but somehow I don't think I'll get one. Will update this review if I do get a decent response to be fair and told them so. Odds are they won't care enough though. UPDATE: Hotel will not provide list of charges supposedly "covered" by resort credits -- says their system does not allow them to do so??? WHATEVER!!! This is such a shady business.
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