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| - Tips: 1) Don't book with the Cosmo, it has no added benefits than booking with a cheaper 3rd party site. 2) New ownership = LOTS of poor customer service issues. 3) Don't tip room service - tip included in the bill. 4) $10 nightly parking fee.
I first stayed here 2 years ago for my birthday celebration for a 3-night stay. I booked with Hotels.com since not only did their low rates beat those of booking directly with the Cosmo, but it earned me a free night. The view was amazing, the room was lovely (with an in room tub overlooking the city) and everything was great. And YES, if you book through a 3rd party, you will still get Identity points for your entire stay! I did for my stay after booking with Hotels.com! (:
Anyways, my most recent stay fell short of my expectations - by a lot. (Incidentally, I hear the Cosmo is under new ownership.) During my 2nd stay, I actually booked directly through the Cosmo. I booked a Studio Suite after getting an offer for being an Identity member (Identity is Cosmos' reward membership). Before the day of my stay, I called MANY times, mostly to ask questions and confirm my reservation. I even called twice to let them know I would be getting there late. I told them I expected to be there no later than 10 p.m. but most likely would be arriving at 5 p.m., though they insisted on putting me down for 10 just to be safe, told me not to worry, that as long as I arrived before 2 a.m. it was okay, but after 2 a.m. they could give my room away.
By the time I got to the hotel's check in line, it was about 6 p.m. The guy that helped me took a very inconveniently long time. I suspected something was wrong, he was acting a bit weird. Eventually, he told us everything was okay and sent us to our room. When I got there I immediately noticed it had no balcony - the studio suite has a terrace balcony! I called the front desk and I asked what type of room I was in. It was then that I found out I was in the much cheaper City Room. HORRIBLE, DECEITFUL CUSTOMER SERVICE! The associate who checked me in even said "terrace studio" when he was reading my reservation and NEVER EVER mentioned having to downgrade or make any changes to my reservation!
More than the actual room change, I was very upset at the very unprofessional attitude of the associate who checked me in and knowingly sent me into a different room without telling me, hoping I wouldn't find out! An insult to my intelligence and set a bad tone for my birthday trip. Over the phone, I complained to the front desk about this. The associate I spoke with gave me a $50 credit for room service. I don't mean to sound ungrateful, but room service had its own issues so that in no way made it up to me!
The Mediocre Room Service - We only ordered room service because we had the credit and we were tired from our long trip and wanted to make the most of our romantic getaway. The food took long to get there, yet oddly the fries were very cold. The cheeseburgers tasted just okay, not worthy of even half the menu price. The waiter was quick to receive his generous 25% cash tip but failed to tell me gratuity was already included. To be fair, it probably stated in the bill that gratuity was included, but again, I called after being very tired not only of the trip but of having to report the horrible and deceitful service I received upon check in, so honestly I did not pay much attention to anything but the food (I was also very hungry). I believe the gratuity included was 20%, but the reason I had even thought to tip in cash was because although I wanted to pay for the room itself, we had used my boyfriend's card for the incidental charges and I did not want him to have to pay for anything in that hotel, although inevitably he was paying for the service fee and the remaining bill balance. Because of that particular reason, I called the hotel restaurant and told them I had tipped the waiter in cash so if they could please remove the gratuity fee off my bill. To my surprise they refused. I have never ever asked someone to remove gratuity off my bill, even when I made the mistake of double tipping, but like I said, I did not want my boyfriend to pay for it because the hotel was supposed to be my treat. Treating your significant other is something special. Anyway, from what I understood, as a customer and a former waitress, although restaurants can add gratuity, it is not really mandatory (like tipping is not mandatory) and you should be able to have it removed from your bill if you request to do so.
The funny thing is that with Identity, you should be eligible for free room upgrades. I book directly with the hotel and I get downgraded, without anyone having the decency or respect for me as a customer to even inform me of this! What a lack of valuing me as a returning client. They give me a small credit to overpriced food with mediocre taste and poor service. Plus having to move rooms in the middle of our stay took away the romance and dampened our plans.
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