The Cosmopolitan of Las Vegas

My current stay at The Cosmopolitan of Las Vegas, typically lauded for its chic ambiance and vibrant energy, has been nothing short of a disastrous experience, especially considering my status as a Marriott Platinum Elite member. What began with a glimmer of hope quickly devolved into a comedy of errors, marked by misinformation, a lack of communication, and a complete disregard for loyalty program benefits. To say I'm disappointed would be a gross understatement. The initial red flag appeared immediately upon check-in. The front desk representative, with a flourish, announced, "Great news! We've upgraded you to the penthouse suite as valued members." While we hadn't requested an upgrade, we were certainly appreciative of the gesture. The excitement, however, was short-lived. Upon arriving at the room, it was evident that it was not, in fact, a penthouse suite. It was, in reality, the base-level room, a tier below the City Room Terrace we had originally booked. Exhausted from travel and not wanting to engage in a lengthy dispute late at night, we decided to let it go, hoping the rest of the stay would redeem the initial misstep. This hope was quickly extinguished the following morning during breakfast. At nearly every other Marriott property worldwide, Platinum Elite members receive some form of concession for breakfast – be it a complimentary continental breakfast, a food and beverage credit, or even a full breakfast buffet. Imagine my surprise, then, to discover that The Cosmopolitan offers absolutely nothing to its loyal Platinum Elite guests in this regard. Seeking clarification and hoping to salvage some semblance of a positive experience, we approached the front desk after breakfast. We inquired about the lack of Platinum Elite benefits and were met with a bewildering response. Instead of addressing the lack of benefits, the representative simply offered, "No, but would you like a water?" Seriously? Offering a complimentary bottle of water hardly compensates for the absence of standard loyalty recognition. We then broached the subject of our room, explaining the discrepancy between the promised "penthouse suite" and the reality of the downgraded room. After some back and forth, we were finally told, "Oh ok, we will put you in a City Room Terrace," which, I remind you, was the room we had originally booked and should have been in from the start. We were instructed to head back to our current room and assured that someone would call us by 11:00 AM to arrange the room change. Fast forward to noon. Still no call. Frustrated and increasingly convinced that we were being deliberately ignored, we called the front desk ourselves. The response? "Someone will call you later today." The utter lack of urgency, the continuous stream of misinformation, and the blatant disrespect for our time and loyalty were simply appalling. The entire experience felt like a poorly scripted comedy of errors, only without the humor. The Cosmopolitan, which prides itself on its sophisticated atmosphere and high-end amenities, completely failed to deliver on its promises. The lack of communication, the misleading information, and the absence of any meaningful recognition for Platinum Elite members made this stay a complete and utter disaster. This wasn't just a minor inconvenience; it was a systematic failure to meet even basic expectations, especially considering the reputation of the hotel and the supposed value placed on Marriott Bonvoy loyalty. The Cosmopolitan of Las Vegas should be ashamed of its handling of this situation. Steer clear of this hotel if you expect any value or recognition for your Marriott status. From start to finish, this stay was a complete and utter…horror show. I will not be returning, and I strongly advise other Marriott loyalists to consider alternatives if they value their benefits and expect a modicum of respect for their loyalty. This is truly a nasty experience, and one I hope to soon forget. Read less

Arrived at 1:30am and it took 30 minutes with the front desk to get our keys! Head up to our room exhausted only to find other people already in it!!! Yes, they gave us access into someone else’s room! Went back downstairs and then got downgraded a room because they didn’t have the upgraded one we had booked. Very troublesome experience in terms of safety and invasion of privacy. Needless to say, I slept uneasy and worried about someone going into our room constantly. I also noticed they have an archaic operating system which may be why check in was painfully long despite no one being in line! Brutal first experience and not the WOW factor I had hoped in taking my daughter there for her 21st birthday! Read less

We have stayed at almost every resort on the strip over the last 25+ years. This was our third stay at the Cosmo, & we both decided that it will be the only place we'll stay in the future. We've been coming to Las Vegas for a long time, & both agreed that this may have been our best trip ever. The Cosmopolitan does everything right. Great diverse food options, a fun casino, fantastic drink service, clean, comfortable rooms, and over the top customer service. Everyone from the staff we encountered was friendly and engaging. My wife got a hand pay, and some guy started stalking her , asking for some money. She said security showed up within a minute & rectified the situation. We haven't experienced that at other Vegas spots. Thank you. Read less

Where do I start? The hotel smells like sewage and eggs on certain floors. I thought it was just us but we ran into many people with the same issue. Our bathroom reeked of sewage when we arrived. We couldn’t take it and had to request a new room. I was surprised that being a Platinum elite Bonvoy member that I had to even ask considering how bad it was. The room was filthy and dusty. The baseboards had built up hair on them. The base of the bed was dirty as well. Random hair everywhere. The bathroom was old and the water smelled bad. I should have know better when upon checkin there was an employee on the elevator with a dirty pipe. For the price save yourself the time and money. Read less