TERRIBLE

• TERRIBLE. Our experience at the Cosmopolitan was deeply disappointing particularly due to an unexpected $600 deep cleaning charge that was added after checkout. We booked the room for my brother-in-laws proposal decorating it tastefully with artificial rose petals to create a romantic atmosphere. The petals were placed on the floor and bed in the shape of a heart - a common romantic gesture at hotels.The actual stay (4 PM Saturday to 5 AM Sunday) went well and we even left a generous tip for housekeeping. However after checkout we were shocked to find an additional $600 charge for deep cleaning due to the rose petals. When challenged the hotel staff simply directed us to dispute it with our credit card company rather than addressing our concerns directly.Whats particularly frustrating is that the hotels stated policies only mention deep cleaning charges in relation to smoking which did not occur. Artificial rose petals are a standard romantic decoration that typically requires minimal cleanup time.While the hotel itself is beautiful and the initial experience was positive this unexpected charge and the dismissive response from customer service completely soured our special occasion. I cannot recommend a hotel that adds such excessive charges without warning and refuses to engage in reasonable discussion about their policies.

Guest Wifi trick

• For any guests struggling to get onto the guest wifi. Hotel wont be interested they will say its your phone. Phone operator wont be interested will say its the hotels network. So to get wifi in your room you need to get the settings of the iPad in your room (near the fridge area) and copy the hidden network address and password into your phone. Then you get wifi. The worst thing about this hotel is the lack of empathy and knowledge of the staff. They are like robots who only use we have applied a discount to your resort fees because you are unhappy as a response. Nice room and hotel lovely sportsbook too.

Understaffed with people that dont…

• Understaffed with people that dont care ignored poor service very expensive (which is okay it the service is there) great property/rooms. Multi night stay in a fab room but every nearly interaction was negative. Not worth the trouble and expense.

Renovated room is nice cleanliness isnt great several technical issues

• Renovated room is a nice change but  appliances are inadequate and cleanliness isnt great.  The refrigerator supplied for food and beverage storage is same size as minibar refrigerator being as small as it is impossible to store both food and beverage.  Due to location of it items in minibar were moved slightly and charges placed on bill for it which was not disclosed prior nor are there any signs pertaining to. It is harassment to charge for things not disclosed prior. There was no microwave supplied to cook I had to request one.        When I moved end piece of sofa inline crumbs and dirt were found under it it appears cleaning staff simply moved the end piece out of line to cover up mess. The bathroom toilette behind bedroom did not flush right the guest bathroom had to be used. One of the maids left a dirty pillow case behind as well as took phone off hook in bedroom for whatever reason this happened on the second to last day of my stay. Guest services would only refund three days  resort fee out of the seven I stayed I requested a refund in full.  This is the second time Ive had issues with cleanliness as well as technical. Robert

Wow - AVOID AT ALL COST.

• Wow I thought that my stay here was bad. The customer service was even worse. Avoid this formerly nice hotel at all costs. Ever since the MGM bought it has gone downhill. Now designed from the low-life coupon freebee crowd. You might be better off at one of the low-end motels off the strip -- same treatment and quality at one tenth the price.

Banned for making legit complaints

• I received a notice of ban/trespass from the resort on 10/27 for incidents I was supposedly involved in. The incidents are actually legit complaints I filed about two past stays. Prior to this notice I received a text from Jessica Ragin saying to call her prior to booking my next stay this was about a room upgrade she offered in an email several months ago..She then turned around had me banned from the resort I believe because I went over her head and complained to a higher rep about a refund of resort fees... My complaints are all legitimate pertain to issues of cleanliness as well as technical. My first stay in March of 2017 partially eaten food was found in refrigerator two bottom drawers were dirty a large stain on carpet leading in kitchen. Technical issues include a phone cutting out during calls despite battery replaced hotel staff kept coming in room without knocking harassed over slight movement of items in mini bar. Second stay was slightly better except mini cooler supplied for food and beverage storage was not adequate and had a strong sour odor in it no microwave supplied for use. The bathroom toilette did not flush correctly guest bathroom had to be used. Crumbs and dirt found underneath end piece to sofa when it was moved into place cleaning staff moved it out of place to cover up mess. Watch out if you complaint about the resort they will ban you.

No warning prior to an issue of having…

• No warning prior to an issue of having cameras within the Cosmopolitan every hotel in Vegas was extremely accommodating and understanding regarding filming and if they didn’t want to be filmed we respected that and left. However the Cosmopolitan’s security decided to be extremely overly aggressive and proceed to throw us out without little warning prior never mind the heavy aggression and threats of physical harm.

Sean at the Concierge desk

• Sean at the concierge desk was incredibly helpful in making a dinner reservation! Thanks again.

AVOID!!!!

• Stayed at the Cosmopolitan 18th-28th August 2023. From the second we arrived we were treat like lesser. Ask for an upgraded room (which we said we would pay for) we were sniggered at and told the hotel was fully booked. We were also told by both Harry Reid airport and the check-in staff that our suitcase which got lost in transit during our travel would be delivered to us the following day. Two days later and A LOT of phone calls and visits to the airport and down to reception at the cosmopolitan we were told that actually our suitcase had arrived at the airport the morning after our arrival and WE had to travel ourselves to collect it which we did. We lost out 2 days of our holiday due to a “miscommunication”. Shortly after arriving we noticed a strong smell of cannabis within our room. At first we assumed the smell was someone smoking it on the balcony next door to us so we closed our balcony door. The smell was actually coming from the hotel room across us who were willingly smoking it within the premises. We spoke to numerous cleaning staff about the smell and we even went down to reception. The response from reception was great we were really happy. They offered for our room to be aired using a special machine. However after waiting in our hotel room for another 5 hours and a no show we decided to go out. Upon returning to our room the smell was still there and still very pungent. We used the DND signs for doors when we were in the room but removed them when we went out. Despite removing them so room service could be in our room wasn’t cleaned 7 days of the 10 we were there for. The balcony looked like it hadn’t been cleaned for months. I would even let an animal sit on the outdoor furniture. There was empty cigarette packets shoved down the back of the chairs liquid marks up the glass and empty wrappers under the seats. Also when on the balcony the music coming from the pool below was ridiculous we were floor 50 and we could hear word for word the music. It’s the simple things we couldn’t enjoy like relaxing on the balcony or relax downstairs in the casino as the noise in the casino was so bad also! There was also a fight that broke out on our level between a few males. The end result was a few splats of blood on the walls and carpet and a smashed exit sign. The blood remained on the walls for the rest of our stay and it took for me to hand pick the smashed glass up 6 hours after the incident had been reported for it to be moved. The whole place is dark and dingy in general. Leaves a very gloomy vibe. When visiting 7 years ago the hotel was amazing we had no complaints. We even brought 5 extra people this time with promises of an amazing experience and top standard stay. All we got was rude staff and treat like lesser for the very beginning. The attitude on some of the staff is atrocious. They aren’t willing to help in anyway. The only staff member we came across who was genuinely happy and willing to help was the young girl who worked in the shop on level 2 near the exit. She was very friendly and always smiling!! We will NEVER return to the cosmopolitan whether it be to stay or play and we certainly won’t recommend this to anyone else. Avoid at all costs!