My girlfriend and I decided to spend a night here and what an awful experience it was. We checked in only to be told that the room we reserved was no longer available to us anymore and instead we got downgraded to a WORSE room that did not have a kitchen but were still being charged for the better room that did have one. Hmmm. We get to our room, insert the keycard, turn the knob and *THUD!* The door has been dead-bolted. The woman behind the door and I exchange stunned glances. She opens the door and reveals that she was inspecting the room to ensure that it was cleaned to the correct standards, in this case, she felt that it was not up to par. There were cigarette butts and ashes all over the balcony. Glasses with last night's unfinished whiskey on the sink. The microwave wasn't clean. There were items in the safe. And according to her, the toilet was not cleaned enough. Yuck. She asked if she could return with a cleaning staff member and that she would supervise them to make sure the room is cleaned properly. Since we had a dinner reservation that was coming up soon so we said "sure."
Dinner ends. It's midnight now and we're tired from day's work, the flight and the night's festivities. We're walking back and looking forward to showering and relaxing in what is (despite it's uncleanliness) still a luxurious room. However, we return to our room to find a dirty broom left leaning on the sink counter and that we have no toiletries what-so-ever. I call and ask for toiletries and to tell them they forgot their broom, lady says she'll send someone up right away. "Right away" turns into an hour and still no sign of toiletries. My girlfriend calls to ask again and 10 minutes later, I open the door to an angry man who says nothing, storms into the bathroom, drops off a handful of toiletries and on the way out, he asks in an irritated tone "is there's anything else you need?" my girlfriend comes out and tells him he forgot his broom.
Since we were only staying for one night, we requested a later check-out time when we were checking in. They allowed us to check out at 2PM instead of the standard 11AM. Great. Around 12PM the next day, the phone rings and the most rude woman tells me what time standard check-out is and has the nerve to condescendingly ask me if I know what time it currently is. Whatever happened to manners? I know most people don't have them but this is the field of hospitality...anyway, I tell her about our late check-out and she doesn't apologize, just says she'll enter it in the system (why didn't the check-in guy do this?).
It's a shame because the hotel really is nice and we were really looking forward to staying here. This was a Wednesday night, the hotel wasn't even busy and there weren't even that many people there. There was no excuse for the terrible service and rude staff who couldn't even do basic things. I'd hate to wonder how our experience would have been if it had been on the weekend. Perhaps it's because the hotel's still new or we just came on a bad night, who knows, but we've stayed at other hotels on the strip and never had any issues like the ones at The Cosmopolitan. You're better off staying away, for now.