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| - Where to start? About me, I am a long time platinum Marriott rewards member (15 years), but that doesn't matter as the hotel seems to be unsure if they are a Marriott hotel, affiliated member, or just something new. We were on a trip to visit friends in Summerlin and decided to stay at the Cosmopolitan given the points, etc... To me, the Cosmo is an Autograph Marriott hotel and with that, high expectations are set. If you are an "invited" guest, the check-in area is in the Autograph lounge that is tucked away in the corner. It was not clear to us that was the place to check-in. The staff did not seem prepared for our check-in as there was no acknowledgement of platinum status. The 1st room was nice, 62nd floor in the East tower, right above Marquee day and night club. Sounds great, but the music was pounding all day and all night, our kids could not nap or sleep. The hotel does not offer charging stations either for the eco-minded drivers. We asked to change rooms due to the noise and were informed that all the rooms were sold out and should stick it out for at least one day. We were advised that the Marquee night club closes on Sunday so there would be no music, but still there was music throughout the day club. After the first night and a second call down to request a room change, we were able to move to the 56th floor in the West tower. Of course our room is right next door to the housekeeping staff door. We informed the staff of the dirtiness of the room and they had housekeeping get on it right away, so fast that none of them knocked, they just walked into the room, a couple of them apologized as they did not know we were there. Complete lack of any hospitality. Ack, I'm so frustrated having to relive these moments so here is a bullet point list of all that went wrong:
-No acknowledgement of Platinum
-1st room near the club, too loud
-2nd room near housekeeping staff door, too loud
-Milano cookies in room were expired, never changed even after we informed the hotel
-The parking lot has green and red lights to let you know what is available. We found a premium spot next to the elevator on B3. The next morning, hotel staff put a pole right behind my car. I needed to do a 50 point turn to get my car out.
-The rooms here are DIRTY. Broken "press on nails" wedged in the bed, hair in drawers, ice bucket tray was sticky, and vomit stains on the floor near the balcony.
-Worst of all - housekeeping! When a "DO NOT DISTURB" sign is on the door, don't knock on the door. If the door is dead bolted and hinge locked don't try 3 times to get in. If I'm sleeping and yell, "I'm still here, go away" then don't try to come in, and lastly, if it is our last night here and we are checking out, don't swing by at 9 am and try to get in - Gill was his name.
-Housekeeping left cleanser in our room right where the kids grabbed it and were spraying it everywhere... at least they use diversey crew - non-acid disinfectant cleaner.
-Housekeeping management told me the door is sound proof but let's be realistic... they are not, or at least the walls are not.
-According to the rules for Boulevard pool, you are not allowed to bring in glass bottles. We tried to bring in bottled formula and we were told to take it back to the room. After speaking with Nicole and Joey for pool management they stated that it was okay given that it was baby food. Just the hassle of having to go to another layer of staff was ridiculous.
-Be weary of Wicked Spoons disgruntled staff. When you charge the food to your room, there is no opportunity to add tip. After we were seated, you could see it on the waiter's face that it looked like we left no tip... throughout the entire meal he was "unpleasant". He was the kind of guy that if you tickled him, he wouldn't laugh.
-Lastly, and most importantly, the gaming. If you want to gamble throughout the night, don't play here. The Cosmo does not have enough staff to cover one full gaming area. I was a frequent Pai-Gow and Ultimate Texas Hold-em player and I was told each night that the games were closing due to the lack of staff.
Thank you for reading my comments. There were no bright spots to the stay other than knowing that we will never stay here again. We expected a lot more from this place given the Marriott Autograph name and price.
Next month we are staying at SLS - A Hilton property (former Sahara).
Good luck!
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