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| - Our stay was the first week in April 2018. NO rooms ready!
I must note the general staff: every person from valet to wait staff, bar servers and housekeeping provided excellent customer service. If not for them they would get 1 star as you cannot do no stars.
The operations and management of this hotel leave a lot to be desired for the costs. We waited an hour and 15 minutes in line to get checked in, the room was not ready for 3 pm check-in, Marcy the woman who checked us in was super nice. She could not tell us when the room would be ready. In my booking, the scheduler whom took my reservation said "ask for a remodeled room on a high floor" you will love It! (We came for our 15th anniversary and my husband's 50th) So upon check in I asked for this "if possible" Marcy said no problem. She then stated she had the same type room accessible (handicap) which would be available sooner. So we said "sure". We were given keys with the instruction that we'd get a text with the room number when ready. So we went to dinner.
By 6pm no call, I called the hotel. Room not ready, asked for a manger got a Rebecca. When I voiced my irritation at the situation I was told "Well, Ms. Bennett if you had not made so many requests the room would have been ready." I was not happy. How does my asking for what your front desk staff said would be my best bet creating my own issue? So I said " alright then what is ready?" Rebecca replied with nothing yet. I made a stink, she put me on hold, found another room, if we did not take that room another would not be ready till 9pm and she could NOT guarantee that even by 9 the room would be ready. I took the room as we had traveled several hours, needed a shower before our show etc... while I did have a fountain veiw I did not have my mountain view and we got a queen not a king and the bed was lumpy/dippy. We also waited 90 minutes for bags to be delivered. Oh and please note that the hotel has a signature "Smell" (it does smell good at first) if you have allergies forget it!
At no time was management concerned about my experience. I requested a call back, which I got via VM and I called back and left a message- it has been over a week and a half and no response.Oh and please note I had 2 rooms. The Wrap Around Terrace and an adjoining room both fountain views. Approx.$2,400 for a 3 night stay. (I have no issues paying for the type of service I am accustomed to and expect, I do however expect the services I pay money for).
I would not recommend The Cosmopolitan for a stay overall. Go there to eat and gamble but stay at the Venetian or the Paris. Cosmo pro: they have balconies and you can smoke on them if you so choose.
I had planned an in room cocktail party which we also canceled due my irritation with services.
We were late to our show which I can not say enough about The New York and Zumanity! We were able to change out tickets for next day for no charge! The show was fabulous!
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