Started by stevecovington on Friday, 28th September 2012 2:24 pm
I posted this as a response to another topic but I thought I would create it's own topic as a warning/advice to people who plan to stay at Cosmo in the future.
We got married in Vegas back in May, and this is a summery of our nightmare at Cosmo. We checked in on a Saturday, the day before our wedding.
We started our check-in process before the official check-in time, and it was still nearly 7pm before we finally got our suite. We waited and waited for them to call us to tell us our room was ready, went back to the front desk several times only to be told that the "premium view" room they had offered us hours earlier was not available, was never going to be available and that it should have never been offered to us in the first place. That kind of sucked, but then we were informed that NO wraparound suites were available to us and we were offered to be downgraded into a standard terrace suite. I threw a bit of a fit, considering the reservations were made back in February and we were finally given a wraparound suite.
Well, we were given a room on what I think was the 22nd floor in the eastside tower facing Marquee and a portion of the Blvd pool. Not the view we were expecting whatsoever, but it was workable.
The issue with this suite was that it was COMPLETELY trashed. The terrace hadn't been cleaned up at all from the previous guests, and never was during our almost week there. The glass in the framed art next to the fridge was completely smashed as if someone had put their fist through it and the glass just hadn't fell out yet or had been cleaned out. The metal and glass table next to the chase was missing the glass so it was just a weird metal frame sitting there. HUGE brown stains in the center of the living room area where a chair had been (in the middle of the big brown puddles you could see the chair leg outlines). The crystal chandelier in the dining area was missing half of the crystals on it and looked like a chair had been thrown at it. All of the lampshades were either smashed or had been cut sliced with a knife. The desk chair was completely missing and the desk phone was missing the cord and only worked via speakerphone.
We called the front desk and told them that this was completely unacceptable and we were told we were pretty much shit out of luck until the next day (our wedding day). We checked back in with the front desk all day and didn't get a phone call saying our room was ready until about an hour before our wedding. We told them we were getting married in an hour and they told us to go ahead and pack up all of our things, take them downstairs ourselves where the bags would be checked and they would keep them for us IN THE EVENT another room was available for us. So basically they wanted us to pack up all of our things while we were getting ready for our wedding and risk not having a room. We explained that we had our friends and family coming back to our suite after the wedding (all of whom were also staying at Cosmo as well, except for my in-laws)and that it just wouldn't work, we'd make do with what we had. They went ahead and gave us a few hundred in food and beverage credits but it really didn't make up for our shitty, over-priced suite. Oddly enough, the other 7 guest rooms that our friends and family had didn't really have any issues.
When we went to Encore for a bit the night we got married, we couldn't help but wish that would have had our small wedding and our honeymoon at the Tower Suites. We talked to the guy at the Tower Suites entrance for a bit about how staying at Cosmo made us miss Encore. Even with the Beach Club shit, I feel like I get my money's worth at Wynncore. Would have been cheaper than what we spent. lol
When we got home, I wrote a few letters to Cosmo and tried calling, but never got a hold of anyone. With that lack of customer service, we will continue to call Wynncore our Vegas home. We had a great wedding and honeymoon, and none of these issues ruined our trip, but it did cause some hiccups that could have been easily avoided. The only things Cosmo has going for it besides it's nightlife and dayclubs are it's location and the terraces. Other than that, I'd skip it if you are looking for a relaxing vacation.
Our trashed mess of a wraparound:
Last response by socalduck 30th September 6:41pm
stevie responded on Friday, 28th September 2012
That's terrible. I hate you had to go through that, especially during your wedding trip. Thanks for the heads up-I won't be staying there.
detroit1051 responded on Friday, 28th September 2012
Your experience makes me wonder even more how committed Deutsche Bank is to operating the property. How can a terrace not be cleaned for the entire stay and a desk chair be non-existent, etc, etc and no one cares? Every hotel I've stayed at has a Housekeeping Supervisor who checks each room after the housekeeper has finished cleaning it. Similar to what I asked @chuckmonster about Flamingo, is Cosmo cutting operating expenses so much, it will drive away customers? Clubs and restaurants may bring in revenue, but all of that won't help if customers stay away from the hotel and/or casino.
You said you wrote a few letters and called. Did you get any kind of response, even if it was boilerplate? If you didn't Cosmo should be used as a case study in how to destroy the business-customer relationship.
John Unwin has cut back on Twitter, but I hope he still reads tweets and VegasTripping. More importantly, I hope it makes him think.
stevecovington replied on Friday, 28th September 2012
Nope, never heard a thing back from Cosmo. Not even a canned response. My wife and I have even put things on their Facebook page hoping to get some kind of response. Nada.
I gave up a few months ago putting any energy into it.
We spent almost $10K at Cosmo between our room rates, F&B, gambling etc during our less than a week there. In addition to that, there were over half a dozen other rooms that were booked at Cosmo by our guests. They all shelled out a few hundred a night, plus their F&B, etc. - and Cosmo has just lost all of that repeat business. I know that kind of money is probably nothing for Cosmo, but I'll be happy to spend my money at Encore next time.
Misnomer responded on Friday, 28th September 2012
That's pretty bad. They screwed some stuff up for us last trip too. Wife had ordered a cake well in advance to be delivered on my birthday, and they delivered it a day early (and it was awful). Lost a business fax sent to my wife, and acted like they have no protocol for receiving faxes. The hotel operations part of Cosmo is the pits.
That said, I'm staying there again this trip, which is my 3rd consecutive stay there. I'm a sucker for a terrace.
Chuckmonster responded on Friday, 28th September 2012
I've hyperlinked the pics for you lazy bastards (me).
Steve - detroit1051 rant this up the flagpole on Twitter, circling in my pal John Unwin. As I've said before, he's a great guy and I'll bet he picked up the phone on this as they have escalated your issue to "Resort Management".
Cosmopolitan has a VT user account and have contacted readers with issues in the past via ShoutOuts.... you should expect one.
On a side note my dogs' butts smells like skunk weed and congrats on getting hitched... things can only go up from there and for a great awesome guy like you i have no doubt they will.
You comin to VIMFP?
stevecovington replied on Friday, 28th September 2012
Wow! Thank you so much, Detroit for tweeting that. I guess I should have joined twitter and tweeted them this at the very start. lol . I have to say that everyone we dealt with at Cosmo was as nice as can be, you could just tell that they didn't have everything together behind the scenes as they probably should.
We would have been more than happy to move to a better room the next day, only if it hadn't been offered to us as my wife was putting on her wedding dress and I was heading over to PH for my hour-long, one-person bachelor party that consisted of watching the first half of Office Space and putting on my suit :D
Married life is great, we couldn't be happier! Thanks!! :D
Wish we were coming to VIMFP, would love to meet all you guys in person finally, but alas- I am still paying for the wedding and honeymoon :D We are hoping to at least get out that way for a few days or so in November.
Next year VIMFP for sure!
stevecovington responded on Friday, 28th September 2012
If anyone at Cosmo is reading this and wants to validate my claim, our check-in day was Saturday May 12 and the name is Olguin.
vinnievegas responded on Friday, 28th September 2012
Congrats on the nuptials!
That is one of the worst accounts I have read. Amazing they would let anyone stay in the room before fixing it up. The lack of concern regarding the condition of the room is unbelievable. They should have been upgrading you to a damn penthouse suite after that ordeal.
stevecovington responded on Friday, 28th September 2012
This evening, a rep from Cosmopolitan left my wife a message and sent me an e-mail to resolve this issue. Calling him back in the morning.
Thanks to Detroit and everyone else for bringing this to Cosmo's attention. I really appreciate it.
TwisterII replied on Friday, 28th September 2012
Expect 15% off your next stay or a F&B credit. If you were already given F&B credits, it will show on your account - which they could give you nothing at all.
You shouldn't expect anything, though.
It really is a shame this had to happen on such a special occasion.
What my thought would be is this; You booked the room in February, but since some wrap arounds may be out of order or on 'deep clean'. In their system, it showed wrap arounds as 'closed'. If a front desk agent were to see this, they would probably send a room engineer or housekeeper to verify that the room is 'stay-able'. Then the engineer or housekeeper never went because of the mass amount of work casino/hotel staff have. That is why you did not get your room until 7PM.
There really is something going on behind the scenes there that should not be happening.
TwisterII responded on Friday, 28th September 2012
Just be forewarned that Cosmo's system is flawed.
And know, when booking with Marriott points, your reservation comes though as a 'City Room'....even if you used your points/paid for a terrace.
This happened to us. We booked a Wrap Around Suite through Marriott, after given keys to the room, it was a City Suite. What a let down. After returning to the front desk, we were given keys to a Wrap Around that was already occupied. Similar story here, all Wrap Arounds were occupied. So we settled for a Terrace Studio.
First night was fine.
Second day, housekeeping did not come.
The telephone/iPad thing bit the dust. Just stopped working. We had no way to contact the front desk, find out what the weather would be, or listen to Sirius XM. Tragic. We used our cell phones to contact the front desk to have an engineer come up...he never came the entire stay after multiple calls.
Third day, housekeeping came....and took all of our toiletries. Over $300 of toiletries and cosmetics were taken. All we could do was "file a report". There was no empathy from the staff. We asked for razors, shaving cream, tooth brushes, toothpaste, and deodorant.....after 6 calls to PBX, it came the following day.
Called from our cell phones to the front desk to try and get clean cups...which never came. Even after 3 calls.
In all, our stay was just as tragic operations wise. I really hope Cosmo can get it together.
ChiCell responded on Saturday, 29th September 2012
That sucks, sorry that happened on you're wedding trip. I have had similar experiences at Cosmo pretty much encompassing everything you mentioned but split among a couple stays. I also had 2 stays that we're flawless but only because I had a good friend working there at the time.
Most disappointing was not honoring my wraparound reservation and giving me several lies until they gave me a final lie that the terrace suite is the exact same room with "different" terrace. Being a veteran to Cosmo and vegastripping I knew this to be false, sure enough when I got to the room it was very beat up and not anything like the wraparound I had stayed in twice before. Calls to management were ignored. Nice.
I'm done with Cosmo, Encore has its flaws but its consistent and it has earned my future business. Hopefully tonight's stay at Aria goes smoothly!
GolferTrav responded on Saturday, 29th September 2012
My issues with the Cosmo are well documented. Since then, all of my points were retroactively removed from my account to cover prior host-comp'd stays (that's what they told me when I asked why my point balance was suddenly zero). Last time I was in town, I tried to touch base with some of the individuals who seemed to have their head screwed on straight and found out that they were no longer with the company. One was a Host Supervisor and the other was an Identity Supervisor.
The complaints about Cosmo are all over the place, yet people still flock there for one reason or another. The room rates are evidence of this. It's easy for people to ignore the customer service aspect of things when choosing a place to stay, especially when it's the first time. Once the shine wears off the place, it will be in a world of hurt and, my guess, it will be impossible to overcome, at least with the current ownership/management group.
Drake responded on Saturday, 29th September 2012
I recall the heady days of their opening when they seemed quite proud of their fresh approach to staffing, i.e. hiring people with the coolest tattoos, hippest haircuts, and edgiest attitudes. They were going to create a new paradigm, and maybe they have, only not the one they hoped for!
stevecovington responded on Saturday, 29th September 2012
The issue has been resolved. Thank you Cosmo and the manager I spoke with (you know who you are). This was finally handled properly and professionally and I much appreciate it.
We are going to give them the benefit of the doubt and make reservations for later this year.
socalduck responded on Sunday, 30th September 2012
Congrats on your wedding! I'm glad they resolved the issue to your satisfaction, but it is simply inexcusable to place a guest in a room in such deplorable condition. For as long as Cosmopolitan has been open now, it is amazing they are still so wildly inconsistent. My personal experience as a guest was quite positive, but your experience is something I would not even expect at a dog-eared roadside Days Inn, let alone at one of the Strips most expensive properties. Frankly, if I had walked into a suite with broken glass and wet stains, I'm not sure I would have been as restrained as you were in dealing with hotel management. I really do hope they make this right on your next stay, and look forward to hearing about your experience.