The Cosmopolitan of Las Vegas

Reviews

• PM

  PEDRO morante

  Jan 1, 2026
  1.0
  Dear Guest Relations Team, I am writing to formally report an unacceptable experience my family and I endured during our stay at The Cosmopolitan of Las Vegas on December 31. We traveled over six hours with our toddlers specifically to celebrate New Year’s Eve and watch the fireworks. Unfortunately, upon arrival, we were informed that we had been booked into the wrong room. Despite having reserved and paid for a Fountain View room, we were instead given a City View room, which completely defeated the purpose of our trip. What made this situation far worse was the treatment we received from the on-duty managers, Ramil and Veronica. Both were rude, dismissive, and unprofessional. At no point did either of them apologize for the hotel’s error, nor did they show empathy for the stress this caused our exhausted family traveling with young children. Rather than offering meaningful assistance or solutions, they were unwilling to help us in any reasonable way. Because of this mistake and the lack of support, we missed the fireworks entirely—an experience we cannot get back. While we were eventually offered the first night waived and a $500 meal voucher, this did not come close to compensating for: The emotional distress and exhaustion caused to our family The disappointment of our children The loss of the once-a-year New Year’s Eve fireworks experience The poor and disrespectful treatment by management This stay was meant to be a special family memory, and instead it became a deeply stressful and upsetting experience. We expected far better service and accountability from a luxury hotel of your reputation. I am requesting: A formal acknowledgment and apology for the incorrect room assignment A review of the conduct of the managers involved Additional compensation that appropriately reflects the severity of the situation and the irreplaceable experience we lost I hope this matter is taken seriously and addressed promptly. I look forward to your response. Sincerely, Pedro E. Morante Booking reservation: 77587332
• OB

  Olatunde Bosu

  Dec 30, 2025
  2.0
  A beautiful trip, with a few defining hiccups. At check-in we waited in line for thirty minutes while the guest services staff chatted with customers. To apologize we were offered free parking and a three hundred dollar beverage credit. We never received the free parking. Then, we were at a Cirque du Soleil show when my mom was watching our kids at the casino. She left downstairs to pick up a pizza, forgot her card, and was not allowed back upstairs even though she was added to our reservation. My husband had to walk out of the show and speak with the front desk so she could get back to our kids. I spoke with a manager who promised to “take care of your reservation”, promised us a 3 pm late checkout. The next day I was napping at 1 pm and received a call from front desk about us taking too much time. It was never communicated with her that we had a late check out. I told her to check her notes, and the manger had never notated it! I had to come downstairs from my nap and speak to another manager, who told me that she would make sure that everything in our “folio” was correct. I personally gave her my email so she could send it to me. I NEVER received it. She did tell me that they are using a new computer system, which should have fixed things. But, I never heard back from anyone. I tried calling and couldn’t get through in the line, and my husbands card was charged another 2 grand, which I’m assuming came from part of the “promised” parking fees.
• CJ

  Claire Jo

  Dec 29, 2025
  1.0
  The worst example of rude service. While using the hair dryer in the room, it suddenly exploded. The cord caught fire, and while trying to put it out, I slightly burned my wrist. When I went to the front desk to explain the situation, the female staff member (around 9:30 a.m. on December 23, the only woman working at the Priority desk at that time) didn’t even listen to the full explanation. She responded with an extremely unpleasant expression and tone and simply said she would give me a new hair dryer. I wanted to know her name, but I didn’t bother since I never want to see this place again. Only after I requested an incident report did she finally call security. Later, I saw a young male staff member laughing and chatting with her while holding the broken hair dryer. It felt humiliating and disrespectful. We ultimately decided not to file an official report. However, because there had already been an explosion, we asked the hotel to check whether the room was safe. When we returned after being out, No one explained what had been checked, if anything, and no reassurance was provided regarding our safety. This lack of communication and follow-through after a potentially dangerous incident was deeply concerning and unacceptable for a hotel of this level. I sincerely hope this had nothing to do with us being people of color. However, it was very hard not to question this when we were told there were no rooms available for an upgrade, yet both that day and the next day, we repeatedly saw (coincidentally) guests of a specific ethnicity getting room upgrades while we waited. Again, I truly hope it was just a coincidence. There are many far better hotels in Las Vegas. If you want to pay your own money to be treated poorly and have your trip ruined, then this is the place for you. Also Don’t expect any benefits just because you’re a Bonvoy Titanium member — it means absolutely nothing here.
• ML

  Marie Latrice

  Dec 24, 2025
  1.0
  I am writing to formally express my disappointment with the beverage service experience my mother and I had while playing at the slot machines at The Cosmopolitan, as well as to recognize a manager who handled the situation professionally. We were seated and actively playing for approximately three hours without being offered a drink. The lack of service became so significant that we had to request assistance from a supervisor to have a beverage server come to our area. When the server whose name is Aden or Eden finally arrived and took our order, we waited to see whether regular service would resume. Unfortunately, after that initial interaction, the same server returned to our section multiple times and assisted other guests, yet never once acknowledged us or took another drink order, despite us still being seated in the same area and actively playing. Even after coming back into our section, she continued to bypass us entirely. After the server passed us again without acknowledgment, I got up and asked her directly if she could take our drink order. Her response was, “I already served you,” followed by an explanation that she had “three sections,” implying that because we had already received one drink, we were no longer a priority. This was extremely frustrating and unprofessional, especially given that she had been back to our section several times and continued to serve other guests. Being told that prior service disqualified us from receiving further attention — after hours of waiting — made us feel ignored and disrespected. Whether a guest is new or has already been served should not determine whether they are acknowledged, particularly when they are actively gambling. When we asked to speak with a Food & Beverage manager, Tim stepped in and helped immensely. He was professional, attentive, and genuinely listened to our concerns. Tim took the situation seriously and handled it with the level of customer service we had expected from the beginning. His response helped salvage what was otherwise a very disappointing experience, and he should absolutely be recognized for his professionalism. While Tim represented The Cosmopolitan well, the initial service issue was unacceptable, especially considering the amount of money we spent at your property. Sadly, this experience has made us seriously reconsider staying or gambling at The Cosmopolitan in the future. I hope this feedback is taken seriously and that steps are taken to ensure better training and accountability moving forward.
• RB

  Rachel Baker

  Dec 23, 2025
  2.0
  Extremely disappointed in our stay. We stayed here because we heard it was one of the nicer properties on the strip. This was not what we experienced. We got there and got originally put in the wrong wrong (a downgrade from the room we paid for) we were then told to come back the next morning when they open at 7am to see if they’d have any of our actual rooms available. The woman gave us a food and beverage voucher for th inconvenience. Upon arrival and again the following morning at 7am we had to stand in line for 30 minutes before getting services. There were 2-3 workers at the front desk and about 20 or so people in line. We then got to our new room to find eyelashes in the shower, pee around the base of the toilet (on the floor), and hand prints all over the counters, so it had clearly not been cleaned, or at least not well. Also, while cleaning up before check out, we lifted up the comforter and found a large brown streak on the bottom of our sheets, it was tucked in the end of our bed so we didn’t notice it until as we were leaving… disgusting! Then my spouse was in the elevator and someone tried to pry the doors open and the elevator got stuck. They tried calling the emergency button and couldn’t hear what the people were saying and no one came, but the door did end up shutting and elevator moving about 15 minutes later. Not their fault but again, went to talk to the front desk, to which they gave another small food & beverage voucher. That might we went to use one of the vouchers and it was $50, which was valid for just 2 drinks in the casino bar. Upon check-out we went down and talked to a worker about the check out process and where we could use our other voucher for brunch. The woman said that the voucher was only valid until check-out, it was 10:55am and checkout was at 11am. I told her the voucher said it was good for 30 days after it was issued and she continued to just say that wasn’t right. We ended up being just fine using it at one of the restaurants 1 hour later. All of this plus waiting in long lines to talk to staff, waiting 20 minutes at times for the elevator, the phones in the rooms not working to contact front desk or house keeping when needed, to being given 2 room keys that didn’t even work and having to go down there at two separate times to wait in another huge line for their own mistakes… there’s much better places to spend your money on a “fancy” hotel in Vegas, look elsewhere!

Frequently Asked Questions About The Cosmopolitan of Las Vegas