The Cosmopolitan of Las Vegas — Attraction in Paradise

To whom it may concern; ||||I booked a 3 day stay at the cosmopolitan visiting the days of June 16th through June 18th, while our stay was pleasant it did not end as one might thought it would. I was woken up at approximately 8am to a phone call stating my belongings that were in my vehicle which was parked at the cosmopolitan hotel were found in a lot 5 minutes off the strip. I then proceeded to rush downstairs to where I parked my vehicle and noticed my vehicle was no longer there. I then immediately called cosmopolitan security to report the situation. I then hoped for service to be great and resourceful, come find out it was the complete opposite. Hotel security showed up to the room approximately 20 minutes after I called, treating me as if I were the suspect of the vehicle theft. I had filled out several statements in regard to personal and vehicle information only to continue to be treated as if I was a suspect. While security was getting statements, we were then called to the parking lot to be able to give a description of the vehicle and license plates to ensure I did not park it anywhere else. I stated several times I did not move my vehicle since I had arrived for my stay, but security continuously stated that on several occasions there are intoxicated guests who move their vehicles and don’t remember. The gentleman driving the small cart in the parking lot was extremely rude and again acted as if I were the suspect and made it clear it was an issue to help a guest in need. He then stated before driving off there was no need for us to be down there, so again why did it cause us to continue running around the hotel to give a description of the vehicle only to be treated negatively? A question that can only be answered by a gentleman with no care for the guests of the hotel. ||||Once arriving back to the room, I stated I needed to extend our check out as I needed to rent a vehicle to get back home to Los Angeles. I then proceeded to call the customer service desk which provided no care or help for the situation stating they can only extend our checkout an additional 30 minutes. Finally, security came back to the room after an hour. Not only was I surprised at the timing of the security dragging their feet, but the security was different this time. The security guard was different from the others, I believe her name was Chantal or Chantel, she entered the room immediately caring for my girlfriend and I which helped the situation. Chantal or Chantel then provided us with a $25 food voucher to see if she could help with the situation, although it was not much as the hotel has higher food prices, she stated that’s what she can do within her power which was greatly appreciated. Chantal or Chantel also called guest services for us to be able to extend our checkout time until 2pm as I needed to get a rental vehicle to drive back to Los Angeles. To my surprise, I felt the help was not there if I requested it, but Chantal or Chantel was there to calm the nerves as I had had enough of the Cosmopolitan service. |||| ||||Police did work with Cosmopolitan security to retrieve video footage not only did I call several times to ensure that law enforcement was requesting footage from Cosmopolitan but was also promised a follow up which was not received by anyone in relation to the situation. Luckily the vehicle was found and recovered by Las Vegas Police Department, the car is fully insured and cost the insurance approximately $19,000 to repair and also provide a rental for me. I did come out of pocket $1,000 for the deductible of the insurance. I do understand things in life happen, but to treat a victim of a crime as if they were the suspect is extremely disappointing and unacceptable, especially from a luxurious location such as the Cosmopolitan hotel. ||||The purpose of the email coming several months (8/31/2025) after the incident is due to the fact that the vehicle was just signed out from the body shop in which I had to travel from Los Angeles to Las Vegas to recover the vehicle. Travel expenses were then paid by me, a situation with no help from cosmopolitan. ||||I had strong thoughts to expect secure parking when staying at your property, and I trusted that my vehicle would be safe. I kindly ask for an insurance deductible, or a settlement amount to be reimbursed for the inconvenience at the...

Just finished a weekend Friday night to Sunday stay here. My brother, sister in law, wife and I booked an ADA suite months ago for my brother and my birthdays. We arrived at 5:30 to check in and everything seemed fine initially. We were told our suite was not ready yet and it was still in the process of being cleaned. They did not give us an ETA when it would be completed. All the information they would give us was it was "put on rush".

I didn't mind waiting a little bit, 30 minutes seemed an acceptable wait to finish up cleaning the room, maybe even an hour was ok. Not a big deal I think. 1 hour goes by, my wife went on a snack/food run and had made it back already and we were still in the lobby. I go back to the front desk and ask what's going on. I'm not even upset. They apologized and said the same thing again, the housekeeping have been notified that there is a 'rush' to clean that room. They said they'd give us free late check out since we'd been waiting on hour. (When I double checked with them the next day they said our checkout time was still at 11am. So that was a lie.) We go back to sit in the lobby and ate our snacks while we waited.

Another hour goes by now. It's been 2 hours sitting in the lobby, my brother has had enough and goes back to the front desk to ask what's going on. By this time it was 7:30 and my brother had been stuck in his wheelchair and/or his airline seat for the last 8 hours and just wanted somewhere comfortable to sit or lay down. Front desk did absolutely nothing for us this 3rd time at the front desk but continually say housekeeping had been notified the room was to "put on rush" for cleaning. Once again, no ETA, no help, not even an offer of a bottle of water while we waited. I'm a pretty patient guy, but when my brother, who has a debilitating muscular disease and somehow has a positive outlook on life, is getting upset, I got pretty upset.

We asked for a manager and the manager came out to talk to us. He offered us two regular rooms, or a non-ADA suite. I said I just want what I reserved and had already paid 50% upfront for months ago. Why would we want a non-ADA suite when we obviously need an ADA room? Why would we accept two regular rooms when we booked the ADA suite to begin with? If we had wanted those things, we would have paid for those things. All we wanted was what we already paid for, but apparently they don't clean their rooms until Friday 7pm. I can't even imagine if we got there right at check-in time instead of 5:30. Would we have been waiting 3 or 4 hours? They're literally stealing money from us at that point. Why have check-in times and check-out times at all if we have to sit in the lobby while hundreds of dollars are being wasted?

After lots of back and forth, my brother convinced them to let us sit in a temporary non-ADA suite while we waited for the ADA suite to be finished cleaning. By the time we finally got to the ADA room it was 8pm and been over 2.5 hours since we checked in.

Just to add some more nonsense, on our walk to the room, there were 4 or 5 dehumidifiers in the hallway of our floor blasting on max power. Obviously, there was some water or moisture damage somewhere. In our room, their little iPad for room service and room information was broken. While we were out for dinner, I called the front desk for extra towels and asked that they leave them by the door, and the front desk said we were required to be in the room to receive them. We asked again at 1am when we got back to our room from being out and nobody answered.

My cousin had their own room here too, and the metal panel to the AC or something electrical that's on the wall was not on the wall. It was just on the floor when they got to their room.

I would never get a room here again and I'm actively going to be telling my friends and family how terrible our experience here was. I wouldn't stay here again if the room was free. They'd probably make me have to wait 3 hours in the lobby for it anyways and somehow try to convince me it's my fault. Negative...

We have stayed at several hotels in Vegas. We actually went into the Cosmo for the 1st time while staying at the Mirage. We LOVED it and said next time we were in Vegas that's where we were staying.

So a few months later we went ahead and booked at the Cosmopolitan which was VERY inconvenient but we had our hearts set on staying there. We had to call back several times to get it booked due to being bought out as part of the MGM MLife properties. (Which we have stayed at several MGM properties in the past so we didnt think that would be an issue). We understood that they were in transition and continued to call back to book.

After arriving the staff was very friendly we really wanted to mobile check in but it wasn't an option. No worries we went ahead and checked in at the front desk. Pretty painless and again very friendly.

We booked two rooms 1 for us 1 for my in-laws. We both checked in got rooms close to one another on the 31st floor. Made it up to our rooms. The Bellman brought our luggage up quickly but my in-laws took close to an hour, not sure why as they tipped as well and had less luggage.

Immediately at first sight the room looked amazing. We had a pool view, my in-laws did not. I looked for our safe right when we walked in.. no safe I searched closet drawers and yes even the 2 mini fridges hah..

Nothing, the bellman arrived and confirmed no safe. He said he had never seen one missing it looked like someone took it. We called down no biggie they could just bring us one. When I called they gave us an unexpected room credit of 100 for the inconvenience. I thought that was more than accommodating.

We called back down shortly after the safe was delivered that our TV wasn't working. We had our 2 year old with us and have been traveling and could not get the TV to work. An hour later they still had not came we called back down they stated they had a ticket in and would send someone.still nothing. We went on with our evening got back to the room. Hoping the TV was working,and it wasn't so about 9pm we finally got the little one to sleep and of course knock,knock here to fix the TV. I politely told him that we called several hours ago and he would have to come back the next day I had a sleeping baby. He said I would have to call back down the next day to put in another order. I didn't find it worth it at that point. So we went the whole weekend without television. I know, not the end of the world...but... Inconvenient when you havea little one you are trying to wind down.

I called again 2x from the room and no one ever answered with a question I had about pools. I finally called another hotel that is part of the MLife hotels and they helped me.

Our light on our bed that was a reading light would not turn off which was pretty annoying when your trying to sleep so we just pushed it into the bed to cover it the best we could and the bathroom shower would not drain.

My in-laws room again looked nice but for some reason they had their shower covered with a foam board on the outside like it was not ready for use and was being fixed with blue tape in it, they had trash in one of their cans upon arrival and they were missing their soap in the bathroom for hand washing. Seemed like housekeeping must have been in a rush with their room.

They had removed several of the machines we enjoyed playing from our initial visit that were a lot of fun. We asked the staff and they advised withthr changeover they had been pulling out and replacing slots. We also asked several people who work there how it was going everyone there that we talked to said it was making things worse, and where they were all friendly and helpful you could tell it wasn't the same as it was not long before our arrival with all the changes.

Certainly not worth the price we paid for those rooms. We will not be returning to the cosmopolitan with so many options in vegas we have had far better experiences at other hotels. So if the Cosmopolitan was your hotel of choice when going to vegas it may not be the place...