Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/4/25 -7/7/25 was my stay at the Cosmopolitan. My overall experience was the worse I had and wouldn't recommend this place to anyone. I paid over $1,300 when I could of stayed somewhere else for less and better service. Listed below are my complaints: 1.Check-in line wait time was over 1 hour. **** rooms available at the time of check-in and had to wait an additional hour. Once a room was available I was sent a text and asked to wait in line again to get keys.4. Room was not clean, some trash in shower and didn't provide do not disturb sign. The check-off list was still taped to the wall and shortly later an employee knocked and requested for the paper. I wasn't going to wait any longer for another room. I had traveled by car 4.5 hours with my dog and waited over 3 hours for a room. I was exhausted. 5. The room was hot! Ended up sleeping on the floor by the window where the air blew so I can cool down. **** dog didn't receive his "Pupjoy gift box" as stated on website. 7. Pet potty area on 14th floor was under construction. I was recommended by employee to walk to *********** and use their pet area. I have 120 pound dog and the weather was over 100 degrees. Walking him to ***** twice a day was hot. 8. Per your policy you require for dogs to be kenneled however bell desk refused to help with kennel unless I paid extra. 9. On Sunday we tried to buy drinks at the pool. The bartender stated that my card had been maxed. I asked for a manager which took 30 minutes by this time my husband had returned back to ********** to get our credit card. Manager came back stated it was ok and that my card was ok to use. 10. Never received receipt via email. I requested copy at check -out and they said it would be emailed. After I checked out I did ask for a manager ******. He discounted some things and were also given a credit for meals. However this still did not satisfy because of how much I paid and what we were put through for being luxury hotel.

  Business Response

  Date: 07/31/2025

  Dear ******** ****, 

  Thank you for bringing your concerns to our attention and for allowing us the opportunity to respond through the Better Business Bureau. 

  We regret that your experience did not meet your expectations and understand your disappointment. At The Cosmopolitan of Las Vegas, we strive to provide exceptional service and value to all of our customers, and we take all feedback seriously. 

  After reviewing the details of your case, including the room wait time, state of the room upon check-in, interactions with staff and lack of dog amenity; we acknowledge that aspects of your experience did not reflect the standards we aim to uphold. While we are unable to issue a refund for your room and tax, due to the reservation not being booked directly with us, we do want to make this right. 

  As a gesture of goodwill, we are offering a full refund of charges posted to the room, amounting to $391.48. In addition to this, we would like the opportunity to invite you back as our guest and we are extending a future three-night stay in our Terrace Suite with a Fountain View. This offer is valid for two years, expiring on July 31st, 2027. We believe this resolution reflects a fair compromise based on the circumstances, and we hope it demonstrates our commitment to customer satisfaction. 

  Please let us know if you are willing to accept this offer. We sincerely hope to have the opportunity to serve you again and improve your impression of our company.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  Thank you for reviewing my complaint and taking action. You mentioned an invite; would there be any cost to me if so how much and how do I go by booking ?
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my wife stayed there from July 2nd and checked out on July 7th. We had a terrace one bedroom suite fountain view that I booked but they still charged me a room upgrade fee as well. We was there with family and friends for our wedding. The room was dirty and had blood stains on the couch or carpet and the WiFi or phone service didnt work at all. I missed an important family emergency call because it was I cell service but to mention the elevators took 45 minutes to ride to get back and forth for my elderly parents. I was told when speaking to the guest service supervisor they was going to remove all charges for my stay and switch is rooms because we paid a lot of money for the room to be horrible and horrible experience I would not recommend I recommend the Venetian or a Caesars property. I spoke with a host name by the name of ***** who said she would comp off the rest of the charges that guest service didnt take care of it based on my play and losing $7000.00 but when I went to check out she all of sudden said she couldnt provide any compensation simply because I stopped gambling at the property due to the horrible treatment and room. I told them once my charges are cleared then I would ******. If this $1159.67 is not refunded or a check is mailed I will pursued legal action because you cant tell me to do something and promise to take care of it then dont do it because you dont like how I went about it.

  Business Response

  Date: 07/18/2025

  To Whom It May Concern,

  Thank you for the opportunity to respond to the complaint filed by ****** ******. 

  After thoroughly reviewing the details of the complaint, we respectfully deny the claim for the following reasons:

  Mr. ********' reservation was originally booked for a Terrace One Bedroom Suite; this room was upgraded to a fountain view per the guest's request; this is an additional cost. We do apologize for any room cleanliness issues experienced, as any present is not an accurate representation of our service standards. In regard to the Wi-Fi issues experienced, we did place Mr. ****** in a new room on July 4th after we were informed on July 3rd.

  In addition, we have extended multiple gestures of goodwill for any inconvenience experienced throughout Mr. ******'s stay. This includes all upgrade charges, all resort fees and one night's room and tax being removed from their final billing. Upon connecting with *****, we have been informed that she told Mr. ****** that comps are based off of play in the casino. When reviewed at the end of their stay, further comps were not able to be applied. 

  We have taken multiple steps while Mr. ****** was on property to compensate for the room cleanliness and Wi-Fi issues experienced.

  If additional information is needed, we are happy to provide documentation or further clarification. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23608741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Thats a lie they was supposed to comp 3 nights thats what they promised me and didnt do it! If this matter is not resolve Ill be contacting my bank to file a dispute. ***** told me she was gone comp me and to charge everything to the room thats how shell comp it off and Ive seen other complaints stating the same thing so everyone file complaints cant be lien

  Business Response

  Date: 07/28/2025

  To Whom it May Concern,

  Thank you for your continued communication regarding BBB complaint #********.

  We understand that our previous response may not have met your expectations, and we regret that you remain dissatisfied with the outcome. Our intention is always to handle customer concerns fairly and in good faith.

  After a thorough review of your concerns and our original response, we maintain our position of rejecting this claim. This has been reviewed with our casino marketing team, no further compensation was able to be provided for this reservation. Again, multiple gestures of goodwill have been extended to Mr. ****** for any inconveniences experienced during their stay. 

  That said, we value all feedback and are committed to treating every customer with respect. While we may not be able to change the outcome in this instance, we welcome any further clarification or documentation that might help us better understand your perspective.

  If you feel additional action is needed beyond this platform, we respect your right to pursue any available avenues.

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: *********************************************** ExperienceDear Cosmopolitan Las Vegas Management,I am writing to formally express my deep dissatisfaction with the elevator service I recently experienced at your property.During my stay, I was forced to wait an unacceptable 45 minutes for an elevator. This is not only highly inconvenient but entirely unacceptable for a hotel of your reputation and caliber. With no clear communication or assistance from staff, I had no choice but to take the stairsfrom the 35th floorwhich was both exhausting and frustrating.This level of service falls far below the standards I expect from a resort that positions itself as a luxury destination. I hope you understand the seriousness of this matter, particularly in terms of guest comfort, accessibility, and overall safety.I trust you will take this complaint seriously and investigate the issue to ensure no future guests are subjected to the same experience. I would appreciate a response outlining how this will be addressed and any form of compensation or gesture of goodwill for the inconvenience and discomfort I endured.

  Business Response

  Date: 06/24/2025

  We have reached out to **** ********* apologizing for the wait time experienced. As a gesture of goodwill, we have offered a future two night stay in a Terrace One Bedroom Suite with a Fountain View. 

  Customer Answer

  Date: 06/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Braybroo

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was blood all over the bed at seven A.M.. They said they were going to send someone immediately to fix it. They told me to wait in the Room. Someone came not to change the sheets, but to observe she said that she would change my Room and let me stay the night that never happened. Instead, they gave me aLight check out. Never changed my Room and didnt change my sheets until 12 and the checkout was four. My entire day was ruined. I didnt to do any networking for my business which is what I came here for so they basically ruined my business which cost me money which iswhy The $20,000. They also cost me my sleep. They also were rude to me. Yelled at me, accuse me of lying. Then they tried to blame it on me and said I cut my toe which is not true. I never even was on the bed. Evenif I had cut my toe. I was never on the bed. Even if I had cut my finger. I was never on the bed.

  Business Response

  Date: 05/30/2025

  This has been resolved with the guest while they were still on property; compensation has been provided. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23393960
  
  I am rejecting this response because:
  
  I was told by the Cosmopolitan that I would have my room changed immediately upon seeing the biohazard.  I was told to wait and it would be taken care of right away.   I never received the promised room change.  All they did was change the sheets and allow me to not have to check out immediately upon them changing the sheets which happened to be at check out time.  They ruined my entire trip which was a business trip and by not allowed and affording me proper clean sleeping conditions I was not afforded the opportunity to make the business meetings I was there for which cost me extremely large business deals way more then the $20k I put.  I was trying to make it easy and simple. The reality is we are taking they cost me millions.  I was never able to sleep there because they never changed my room and every time I requested they either told me it was happening immediately or yelled at me or acted like the biohazard was normal.  I am not the least bit surprised their response was this was resolved on site with the customer because they were extremely rude and kept leading me on the entire time I was there.  No this was never resolved as I never even slept there because they never changed my room as they promised at 7am on the 29th of May.   No I was not going to sleep in a room I found biohazard and they were informed I was uncomfortable immediately and said they agreed it was completely unacceptable and were taking care of it and then just never did and made me ask every hour and get yelled at and basically feel like I had to fight for a room that was not contaminated.  It was horrific and extremely costly to my business.  They made me go back and forth for 12 hours telling me I should pay $300 more to extend my stay past the time they finally decided to send someone to even just change the sheets but never even changed my room then finally offered to give me a room change for an hour but told me I would have to check out and hour after the room change.  The amount of stress caused on my nervous system just asking for basics cleanliness was insurmountable. It was draining.   Again that and the loss of business combined.  I missed all my meeting because they told me to wait and did nothing for 9 hours .  I did keep checking with them during those 9 hours 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/03/2025

  To Whom It May Concern, 
  Thank you for the opportunity to respond to the complaint filed by ***** ******. 
  After thoroughly reviewing the details of the complaint, we respectfully deny the claim for the following reasons: 
  We connected with Ms. ****** multiple times throughout her stay in order to provide a resolution for the bio found on the sheets. A member of our housekeeping staff went and inspected the sheets; upon confirming, the sheets were changed. At this time, she was provided $100 off her room rate for the state of the bedding. A room change was offered and set up. A call to Ms. ****** was placed on the morning of May 29th, 2025, to inform her that her room change was ready and to please come down to the desk. When Ms. ****** came down to the desk she spoke with a manager from our hotel operations team, where Ms. ****** declined the room change; this was around 9:30am on May 29th. Instead of the room change, the remainder of her room rate ($138.10) was removed from her final bill; she was provided a 4pm late checkout and housekeeping was sent to her room.  
  Around 3:45pm Ms. ****** came back to the front desk and spoke with another manager. She was then offered to extend her stay for an additional night. This allowed her to stay in the same room, which was a room type we were not selling for the evening of May 29th, with a 45% discount off the room rate.  
  Once we were made aware of the situation, we responded promptly. We have taken multiple steps to correct this by servicing the room, offering a room change, taking care of the first night's rate, and providing a generous discount on the extended night's rate. Ms. ****** responded positively and seemed satisfied with the extension of the room. Thus, leading us to see this as resolved, we are surprised to see that this claim has continued.  
  If additional information is needed, we are happy to provide documentation or further clarification. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Marriott Bonvoy Gold Elite member. I had two overlapping reservations at The Cosmopolitan of Las Vegas.I completed my stay under one reservation. The second reservation was never used, and I attempted to verify and clarify the situation with the hotel both prior to and at the time of check-in. However, the hotel only confirmed one reservation and failed to inform me about the second one.Due to this lack of communication, I was later charged a cancellation penalty under the 72-hour policy. I have reached out to the hotel several times, but they only responded by citing policy, without acknowledging their failure to properly assist me when I specifically asked for clarification.While I understand that policies exist, I believe this situation could have been avoided if the hotel had correctly responded to my multiple inquiries. Therefore, I am requesting a fair resolution such as a refund, partial credit, or compensation in Marriott Bonvoy points.I appreciate BBBs help in reviewing this matter.

  Business Response

  Date: 05/30/2025

  We have responded to Soyoon Bang via email and informed that the charges for the referenced reservation have been refunded on our end.

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gift card for the Cosmopolitan of Las Vegas hotel in the amount of $150 on 5/27/24. I tried to use it at the hotel on 4/21/25. The card was declined. I called customer service and they said that I can't use the card towards a room. I've used these cards during checkout several times in the past. I usually add all my purchases from food shops, gift shops, general hotel purchases to my room. I use the gift card at the end of my stay and never had an issue. Furthermore, the company website clearly states that I can use the card towards lodging. I was also told by the hotel staff that I could use the card anywhere like a **********. I've tried to use it randomly and it declines every where. I don't plan on returning to the Cosmopolitan and I don't feel like I should be out $150 for something that's not my fault. Picture and proof will be attached.

  Business Response

  Date: 04/24/2025

  Good afternoon, 

  I have refunded the $150 to the **** ending in 5946. Please allow 3-5 business days for it to reflect in the account. 

  Best regards, 

  Guest Experience Management 

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My check in was supposed to be at 3 pm 1/2/2025. It is currently 5:12 pm on 1/2/2025 and Im still not check in. Clear breach of booking contract.

  Business Response

  Date: 01/06/2025

  Good afternoon, 

  After reviewing the notations for this particular reservation, it appears that the guest was pre-registered for a room at 2:35pm and had a specific request for a room over the 30th floor.  Though there may have been a room available on a lower floor at the time of arrival, the request for a higher floor was honored, so the guest had to wait for the room on said higher floor to be cleaned. Considering that many of the rooms and suites on higher floors are occupied by guests that either qualify for a late check out via casino play and/or payment, it generally takes more time for housekeeping to enter the rooms for cleaning. It appears that the agent assisting the guest had placed a $100 food and beverage credit for inconvenience, but it was not utilized. I have refunded $100 the MasterCard on file in place of the $100 credit offered. It may take 3 to 5 business days for the guest to see the funds available on their account. Please advise if there are any additional questions or concerns. 

  Best regards, 

  Guest Experience Management

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As an *** Rewards member, I expected my stay at The Cosmopolitan of Las Vegas to be enjoyable and stress-free, but it turned into a nightmare filled with safety hazards, poor maintenance, and terrible service.On December 25th, 2024, I slipped and fell near the ******** and ****************** entrance upon entering the hotel. The floor was wet, with no wet floor signs, leading to back pain Im still experiencing. While security escorted me to my room and took my statement, the lack of basic safety measures is unacceptable.Later that evening, as I walked to my room in The *************, a long pole fell off the wall near room 2545, missing me by inches. Thankfully, no one was hurt, but the incident highlighted the propertys poor maintenance.On check-out day, I got stuck in one of the glass elevators on the casino floor, which caused a panic attack. This terrifying experience further emphasized the lack of proper upkeep in the hotels facilities.Housekeeping was another huge disappointment. After requesting fresh linens and bed sheets, I returned to a room in complete disarraydirty gloves on the counter, spilled water, debris on the floor, no towels, and no tissues. When I called guest services to complain, the representative rudely dismissed my concerns and hung up, saying, Theres nothing we can do.For a hotel claiming to be five-star, this level of service and carelessness is appalling. Instead of a relaxing stay, I was left stressed, worried, and in pain.I will never stay at The Cosmopolitan again and will ensure my friends and family, many of whom frequently visit, are aware of this experience. If you value safety, cleanliness, and professionalism, look elsewhere.

  Customer Answer

  Date: 01/06/2025

  ***** *********

  Business Response

  Date: 01/09/2025

  Good afternoon, 
  

  I was not able to locate a reservation or a security incident report under the name provided on the BBB inquiry. Is it possible that the reservation was under a different name? 
  

  Best regards, 
  

  Guest Experience Management

  Customer Answer

  Date: 01/16/2025

  The reservation is under the name ****** ******. There were two rooms under our reservation.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal guest at The Cosmopolitan for the past three years and have always had wonderful experiences. Unfortunately, my most recent stay from December 23 to December 25, 2024, did not meet the standard of service I have come to expect.Upon checking into my room, I found that the light switch was broken, and several items in the room were damaged or torn. Additionally, the air conditioning in the room was not functioning properly, causing us discomfort throughout our stay.Moreover, I was surprised to see that a resort fee was added to my bill at checkout, even though my initial booking confirmation clearly stated that the resort fee was waived. I contacted the service desk to address this discrepancy but was informed that the resort fee is mandatory. This contradicts the terms under which I made my reservation.I have attached proof of the damaged room, as well as a copy of my booking confirmation showing the waived resort fee.

  Business Response

  Date: 12/27/2024

  Good afternoon, 

  I have removed the resort fee charges from the reservation in addition to the highest nights room rate. Total amount refunded to the MasterCard on file is $459.76. The guest should see that amount reflected on their account in 3-5 business days. 

  Best regards, 

  Guest Experience Management

  Customer Answer

  Date: 01/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ******** for 2 days in October, spending around $6,000$8,000 playing slots. ********* advised me to charge food and beverages to my hotel room, promising to refund the charges later. I followed up with her at least **************************************************** being told she would look into it.After waiting 2 months, I was told I could only get $57 worth of my points refunded instead of the full amount. This has been incredibly disappointing, as Ive wasted both my time and money. Ive even booked another trip, but Im now considering canceling because of this poor service.I would appreciate speaking with someone who can address this properly. ********* has been unresponsive, unhelpful, and does not provide the level of service expected, even when Im spending thousands of dollars.Thank you for your time. I look forward to a resolution.

  Business Response

  Date: 12/23/2024

  Good afternoon, 

  It appears that this  complaint is in regard to a guest of *************** & Casino. I'm not sure if the employee they are speaking of is an *** employee that would work at multiple properties. If so, we would need to know which department or division in order to properly address the complaint. 

  Best regards, 

  Guest ********************* | The Cosmopolitan of Las Vegas