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| - The hotel is nice, new, and has many good restaurants.
You get over all of the glitz and glamour of the hotel fast because right away the customer service at this hotel is noticeably dysfunctional.
We stayed at this hotel because my brother was getting married in Las Vegas. He would have had it at the Cosmo but because the hotel lacked any services for weddings and were so unorganized plans fell through. If I was to tell that whole story I would need another review.
Back to my stay here. We checked in on Wednesday. Checking in at this hotel is a daunting task. They have 3 main lines, since the lines are so huge there is no order to falling in line. You end up standing next to someone else, and feel anxious because there is no one there to greet you and show you which front desk person you are in line for. We get up to the front and the front desk guys are messing around because they are hitting on their manager, giving her cat calls. So unprofessional. Then just as we are about to get our room the whole system crashes! I get that it's not their fault, it happens. We are then told to come back, not even at a specific time, just when ever.
We get our room. The rooms are nice and spacious. We had a premium view room that overlooked the fountains, it was great. Since the system crashed our phone in our room was not working either, we wanted to call down for our car. Come to find out you can't call down, you have to physically go downstairs and let your ticket get scanned by a machine. Other than that our room was clean but unfortunately two rooms from our party had issues with their rooms. In one of our friends rooms the toiletries were not replaced, they had half used shampoo and conditioner bottles. In my brother's room they had absolutely no face towels in the whole room. They called housekeeping but no one ever came. Then when my brother got the wrap around suite on Sunday housekeeping did not clean out their fridge. They had left over stuff from the previous occupants. Now I am not so sure how clean the rooms are.
Another major issue with this hotel is the lack of unity. Everyone in the different departments points fingers at each other. We were told that we could use our room key to make purchases or play in the casino. Once we get into the casino we are told that we have to sign up for an identity card. I go over to the Identity membership area and the lady tells me that I don't have to get a new identity card, and that the departments are having a contest to see who can get the most people to sign up, if they win they get a bonus. So in the end the customers get screwed cause now all their points are dispersed amongst a whole bunch of different member numbers, so you can never really get the proper compensation.
What's with the hot ass elevators? They do not have air conditioning in them! By the time you get to your floor your sweating!
So this is not even the worst part of our stay here. The worst customer service came from Chris the manager at Concierge. My sister in-law and I decided to go talk to him because she felt unappreciated, the hotel new for sure that they were getting married that weekend and did nothing to make them feel special. Not even a bottle of champagne and a note sent up to the room. They were spending quite a bit of money at the Cosmo. First off hosting a spa day for a party of 26 people, as well as a 14 course dinner at the Blue Ribbon restaurant also inside of the hotel, lastly having a room block at the hotel so a majority of their 100+ guests stayed here. Since most of us were staying here we wanted to see what the rules were for us to get into the Marquee. As guests you are allowed two comped entrance fees to the club. We were told by Chris that only girls can get in for free and that our male significant others who are staying with us will only get a $5 discount. Also, that it's not really guaranteed if we get in, it's up to the Marquee to decide because they are a separate entity! Okay I get that but he can't make a call to speak with anyone to see what can be done to assure that our guests get in? It's like they don't work with the owners of the Marquee at all!!! So, I was over that whole thing and asked him if he could do anything for us at any of the bars that Cosmo owned and he said that he can't do anything for us at all!! AT ALL!! His condescending attitude and tone pissed us off. We asked him for upper managements contact info and he told us he can't give that to us either! He said,"It stops here!" You would expect better service from the concierge manager, they are supposed to be the ones that try to go above and beyond, but I guess not at the Cosmopolitan!
The hotel has so much potential but it's sad that they can't get their customer service together. I never plan on staying here again. I'll go back to eat at the restaurants, they had good customer service....probably because they are separate entities from the hotel
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