We traveled to The Cosmopolitan May 18 for 3 nights. I booked this trip as a surprise trip for my mom’s birthday. I chose the cosmopolitan because of the location and the pictures. We have stayed at the tower suites at The Mirage, Palazzo, Caesars Palace, and the Vdara, so I had many hotels in Vegas to compare this hotel to.
I read trip advisor reviews before booking, I know newer hotels tend to have worse reviews than others, so I didn't have high expectations, but since it was one of the most expensive hotels offered and it was beautiful I figured it would be nice. It was very nice, the location was perfect, the balconies were amazing, the hotel was beautiful, but the service and management were terrible.
Check-in: ‘DJ’ checked us in, we booked a 1 bedroom Terrance suite, but during check in he said he would 'upgrade' us to a premium view 1 bedroom facing the entire strip, where we would see Paris, the Bellagio Fountains, etc. We were very excited, but that excitement came to an end when we arrived to our room and saw we had a view of the Bellagio Garage... I called to speak with DJ, which I was told he was unavailable, and that I must have 'misunderstood' the view I was supposed to have, I told him I don’t believe I ‘misunderstood’ anything, he continued to talk down to me, he was very rude. He then put me on forever hold when I asked to speak to the manager. I called back, again, finally was able to speak with DJ, who said he didn’t know the hotel set up, and then moved us to a Terrance Suite facing the view he promised. After waiting another 1 hour for our keys to arrive, we had to move our luggage once again (on our own ) to the West Tower room. The room given to us was very large and beautiful, it had 2 full baths, full kitchen, huge balcony, separate bedroom and a great view.
More about the room: The housekeeping was not up to par, we were not given any additional soap then what was offered during our arrival, she did not stock our towels, we had to call daily for more. I called for breakfast for room service, I ordered @ $50 worth of food to surprise my mom for her birthday. When I asked for the total, I was told it was $102. I asked her to please go through this bill for me. She told me that it is a automatic 18% gratuity, $5.00 service charge, and then a charge to use their utensils (so I guess that is about an additional $30.00). I told her to cancel my order; I was not paying an extra $50 for breakfast to be delivered to me! Also, the West Tower was quiet, until Friday when the club opened; we heard the ‘boom boom’ from the music being so loud all night! I can only imagine how loud the East Tower is.
The beds are so comfortable, down feather blankets/pillows. The robes are also very soft. We also enjoyed having free internet since we brought our laptops.
The room does not offer any plates, silverware, or coffee, you have to buy the coffee from the room for $7, and it is very strong.
Initially we requested a late check out since our flight did not leave until 6:00pm, DJ informed us that he put in the request and that would be fine. We called the next day to make sure we had it, and they said there was no note of a late checkout, and he would put in the request. After that, we called the day of our departure to make sure we had the lake check out, and they said it was never entered, but that would be fine. Around 12pm that day of the departure, we had a service manager come to our room asking why we have not checked out, I had to once again tell them they said we could have the late checkout of 2pm, after the 4th time of going through this, they finally got it right.
The Good: Besides all of the management mishaps, which I think it is partially due since the property is allegedly owned by Deutche bank due to foreclosure, only being managed by the Marriott, the hotel is in the PERFECT location. It is next door to the Bellagio, and across from Planet Hollywood which has the Magnificent Shopping Mile, the stores are unbelievable there! There are many restaurants offered at the Cosmopolitan, but from what I hear you must book STK 2 weeks prior or else it is booked. The hotel is also very beautiful, the crystal chandelier bar is incredible, I’ve never seen anything so beautiful!
The pool: since we were in the West Tower, we went to the Bamboo Pool, it was great. We were out there by 9am, so we easily were able to get a chair, it was pretty full by 10am, where people where fighting for chairs. The pool was very quiet, the water temp was perfect, the chairs were clean and comfy, and the drinks (try the sangria) were yummy!
Shows: We saw the Lion King Musical at Mandalay Bay, wow what an incredible show!! If you are there before it ends in December, buy tickets! Out of any of the Broadway shows I have seen, this was one of the best. We also went to Peep Show starring Holly Madison, I am a big fan of her show on E! but all I can say is that was the biggest waste of $85 dollars per person (on sale from $120) we have ever paid, I want my money and my 2 hours back! The dancers had no talent, the show was boring, we ended up walking out early, the entire thing was a joke!
Overall, the hotel management was terrible, but I would visit this hotel again, it was very nice to have a balcony, and if you have a premium view it is worth every penny, the location was perfect, and the hotel was beautiful, but I won’t go until next year, so hopefully they get their act together. However, if you are looking for a more peaceful hotel with great service go to Vdara.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.