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:05/30/2023

  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.

  Spent 3 nights at Cosmopolitan from 5/26 to 5/29. Could not use shower due to scalding hot water, and bathtub drain stopper was broken so could not fill up tub. Told concierge and manager three times about problem. They lied all three times about problem being fixed. Manager finally comped the $50 resort fee for the first two nights only, but considering the cost of the room was about $750 per night, this was not nearly enough comp for the inconvenience and the outright lies. Note that the maintenance manager finally came after the third complaint and agreed that the shower and bathtub were unusable. I think a total refund is warranted, especially due to the outright lies told to **.

  Business Response

  Date: 05/30/2023

  Our ****** Services Manager spoke to the guest and made it right. The remaining resort fee has been refunded and a complimentary night for the future was offered to the guest which he accepted. Thank you!

  Customer Answer

  Date: 06/01/2023

   
  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:05/17/2023

  Type:Customer Service 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 iPhone 14 pro *** was handed into the hotel that I was staying at by a taxi driver as he told my friend he is going to hand it in to reception. I then asked the security and they said they handed it to the security. So I went to the security desk a numerous amount of times and got told a different story every time which didnt add up as they clearly had my phone but didnt to give it to me. They had told me everything fits the description apart from one thing hitch was a small detail on the background picture. I then asked again 1 hour later and they apparently didnt have anything matching the description but before they had it. It was just very suspicious and they have my phone but will not hand it to me for some strange reason. My phone is still coming u- on my find my I-h-me in the exact lost and found location.

  Business Response

  Date: 05/18/2023

  Good afternoon, 

  I have connected with our Lost and Found team. They stated that they have received a Lost and Found inquiry form from the guest; however, an iPhone 14 Pro *** was never submitted by a taxi driver while the guest was staying with **. 

  Warmest regards, 

  ****************************;

  Senior ***** Services Manager 

• Initial Complaint

  Date:04/05/2023

  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.

  We booked a bungalow suite with a hot tub for the sole reason the room had a hot tub. The hot tub does not work has not worked, the heat and thermostat and temperature does not work the amenities to be provided in the room are not available or able to be used. I requested management contact me and have not heard from them for over 5 hours the phone in the room does not work. At midnight I finally was able to reach someone in management and was told that they can not speak to me because I am an attorney. Our stay has been horrible.

  Business Response

  Date: 04/05/2023

  Good afternoon, 

  I was able to connect with ************************ in regards to his grievances. I removed the nightly rate for 4/4/2023. Guest is satisfied and no further follow-up is needed at this time. 

  Best, 

  ******** ******************************* Services Manager

• Initial Complaint

  Date:03/27/2023

  Type:Product 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.

  This is in regards to my stay at the hotel from 3/2 through 3/5. I have contacted the business numerous times, including while I was still there, via phone calls and emails to try and get them to correct the charges. As the email chain details, one of the many issues I experienced was being overcharged at one of the restaurants, which was then remedied by the restaurant itself. The bill had been charged to my room and the hundreds of dollars that are still owed to me were never refunded by the hotel. I called several times and kept being told they would resolve it. The last several times I contacted them after providing even more proof that the restaurant had already fixed the bill are shown in the email thread that they have never replied to. I stayed there almost a month ago and have wasted hours of my life trying to resolve this and am now being completely ignored.A related issue is that before I had checked out of the hotel, I was told that I could use my Identity (rewards) points to pay for part of the bill. I told them that I wanted to do this. That was not reflected on the bill and I was instead charged the whole amount. I should have had a $339 credit from the rewards points that was used. They said I can use it next time I come - as if I would ever come back to this place after all of the mess and fraudulent behavior! They have sent back about $150 of what I was owed, and I am still owed ~$658 + the $339 rewards usage, so nearly $1k in total.

  Business Response

  Date: 03/27/2023

  To whom it may concern,

  Attached you will find ************************ new folio. The ********** bill has been adjusted to reflect the amount of $827.66 as well as identity points in the amount of $339 have also been applied to ************************ reservation. ************ will see a credit in the amount of $1,016.90 on her credit card statement in **** business days.

  Warm Regards,

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

  Customer Answer

  Date: 03/31/2023

   
  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:03/20/2023

  Type:Billing 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 booked a reservation February 28th for a trip starting in mid April for a friends birthday. This stay was for 3 nights, 2 of which were free companion nights. I never received a confirmation, so I called back requesting an email so my friend could cancel their stay at the ****. Since I could cover 2 nights free, her friends would only have to pay for the 1 additional night here vs 3 nights there.I was then supposed to get an email with an Advance Deposit form to pay for the night that wasnt compd, and upon receiving it, the form expired. I called back yet again.During the conversation concerning the advance deposit, I mentioned how I never had these issues booking in the past & even stated how my friend got free room upgrades betting the same units as me, yet I never had offers.I was then recommended to speak with casino services so that they could get a host to look into my play.Upon speaking with casino services, the host stated that I spent a good amount of money with them and because of that as well as the hassle, they would be comping that third night for my companion. I asked for them to send me an email confirmation and was told that their system was down & thats why emails were not going through properly at times. But they told me to rest assured knowing they had it taken care of.With that said, I was told an advance deposit was no longer needed & the situation was resolved. That was the furthest thing from true.I called back at a later date to get the confirmation for my newly compd ****** *** was told the night was not compd at all! After hours of being on hold, they proceeded to make me out to be a fool. They claimed I never spoke with the casino, when Ive kept records of everything & offered to send my call log for them to trace the call. I even gave them the exact ********** I spoke with the agent! Now Im stuck with a bill, all for trying to bring the Cosmopolitan business from another casino. Its absolutely unacceptable.

  Business Response

  Date: 03/20/2023

  Good afternoon,

  ************************* 1st companion night has been approved for a complimentary rate, resulting in 3 complimentary nights for his additional room. 

  Warm Regards,

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

• Initial Complaint

  Date:02/14/2023

  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.

  We stayed at the Cosmopolitan January *****th. I noticed a $29.95 charge for the mini-bar, we for sure never used anything from the mini bar. I called to dispute the charge, they said they would "investigate." They removed the charge and then charged me again. I called again to dispute the charge, they again credited me and then charged me again. We had to refrigerate some medication and did use the mini bar for small refrigeration storage, but we did not consume anything. They said it was 3 gatorades. There was no way for us to prove that we didn't consume anything from the minibar, especially since we didn't get charged until after we checked out. Yes, this issue is about the money, but it is more about being honest in our transactions. Thank you very much.

  Business Response

  Date: 02/14/2023

  Good afternoon, 

  The credit card on file has been refunded in the amount of $29.25.

   

  Best, 

   

  ******** ******************************* Services Manager

  Customer Answer

  Date: 02/17/2023

   
  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:02/06/2023

  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.

  Stayed at the Cosmopolitan hotel for 3 nights from 01/27 to 01/30 with myself and three other women for a bachelorette party. We hung four streamers and two balloons for decorations. Tape was used and no damage was done anywhere to the room by the decorations or any other time we used the room. After arriving home and checking my bank statement, I had an extra charge for $226.76. I contacted the cosmopolitan and was told I was charged due to a clean up fee since there was "confetti". No confetti was ever used in the room and there was not 226 dollars worth of extra cleaning. There was never a disclosure that decorations would involve a cleaning fee; incidentals only included damage to the room. I am filing a complaint due to fraudulent practices by the cosmopolitan.

  Business Response

  Date: 02/06/2023

  Good afternoon,

  Please see attached photo of damages caused by ****************************** 

  If you are in need of additional information or have further questions, please let me know.

  Thank you. 

  Warm ************************************************************ Services Manager
  The Cosmopolitan of Las Vegas
  
  

  Business Response

  Date: 02/07/2023

  I have sent the photo attachment to the email below.

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

  Warm Regards,

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

   

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19337365
  
  I am rejecting this response because: image provided does not include confetti as stated in their reasoning for the charge. I see trash in this picture and no damage to anything in the room. No where in their policy does it state that occupants are required to completely clean up room after use. My understanding of the hotel policy, clean up by the hotel is included in the charge for the room. If occupants are required to completely clean up everything then that needs to be stated at the time of check in.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2023

  Good afternoon, 

  The deep cleaning fee has been reversed and the guest should receive a refund within the next 3-5 business days. 

  Best regards, 

   

  ******** ******************************* Services Manager

   

  Customer Answer

  Date: 02/10/2023

   
  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:11/07/2022

  Type:Customer Service 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.

  Booked a three (3) bedroom Chelsea ********** the most expensive room offered. We booked this room because my business partner and I traveled in with our family and children for the week as we attended a tradeshow. We really just wanted to kids to be somewhere safe and comfortable as we had to work during the day. This was not our experience. The electronics to the doors were malfunctioning and we could not access the room without the assistance of security or the front desk. This was not a case of (you kept your key card by your phone) This was a mechanical /electronic issue with the hardware. We were kept from getting in to our room every single time we left it.. My wife and kids were locked out multiple times. They would have to go down (61 FLOORS) wait in a long line to talk to a desk attendant, ask for new keys, go upstairs, try again, still wont work. Get a "Special white card" from security to get in. (EVERY SINGLE TIME) My business partner went downstairs to get water for his wife in the middle of the night (not thinking he would need his ID) then could not get back in the room. Front desk would not give him a new keycard without ID. He fell asleep in the hallway outside the door until one of us woke up and saw his calls and texts. Our family would not leave the room for fear of not getting back inside. The trip was an unsafe disaster. What if my wife and kids were trapped outside and someone with ill intentions saw them? I am not over exaggerating, this is my family. All but me left after 2 days of this nightmare, i had to stay for work... And not using the room we paid good money for. Hotel ignores emails and calls so I'm taking this to the BBB in hopes they change there position. The door was repaired by engineers on the last day of the reservation, 4 days before it could have made a difference.

  Business Response

  Date: 11/22/2022

  Good afternoon, 

  On November 12, 2022, I connected with ****************** and offered a complimentary return stay for the same number of nights he was with us on his previous trip. Please see attached offer. 

  Best, 

  ******** Kenney 

• Initial Complaint

  Date:11/01/2022

  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.

  AVOID THE COSMOPOLITAN! My wife and I stayed here 10/24-10/28 and we really enjoyed our room and time on the property. The morning we left we had to go to the security/lost and found station to retrieve my wifes credit card that was inadvertently left at the Vesper bar the night before. No one was at this security station so we waited awhile until who I believe was a pit boss come up to us wondering where security was as well then. Pit boss may have contacted someone. Finally *** from security shows up and he locates our card but we didnt have time to retrieve it so we had to leave. I politely told *** that someone should be available at the security kiosk and he told me hes not the one and tried to order me to leave the area and even threatened to have me permanently banned from the resort. It felt like he was going to detain/arrest me! Obviously I was floored by this reaction and I cant believe that they allow security to treat patrons this way. We spent thousands of dollars on room, dinners etc only to have *** from security act like the gestapo. Way to treat your customers *****! Its too bad because we really enjoyed our time hear only to be ruined by some untrained security guard. I would avoid this place due to how security is treating people. After experiencing this first hand I quickly found many more poor reviews regarding security and then threatening to permanently ban patrons that havent done anything wrong. Theres no way that Cosmo leadership could condone this behavior and Ive have NEVER been treated this way at a resort. There are way more great places in Vegas that are striving for great customer service but not security guard *** from 8:30am this morning. If we didnt have to catch a flight I would have requested to speak to security leadership. I did call the hotel and reported this to them but they told me it had to be elevated since my complaint was with a security employee

  Business Response

  Date: 11/05/2022

  We have spoken to the guest and made it right. Thank you!

  Customer Answer

  Date: 11/07/2022

   
  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:09/21/2022

  Type:Sales and Advertising 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.

  We were guests at the hotel between 9/10-9/12. We had booked multiple rooms for a birthday celebration. Upon returning to one of our rooms on the night 9/11, we realized that the carpet was soaked. We called the front desk immediately to report. They sent security up to "investigate". Instead my aunt was interrogated, intimidated and disrespected. Security accused my 60 year old aunt and her friends (all over 60) of flooding the room even after a maintenance plumber came to check the sink and confirmed that it was in fact BROKEN!My aunt was completely distressed. ******* is not her first language and she was having difficulty expressing herself and *********************** from security was not sympathetic at all. The security team literally surrounded her in the hallway telling her she would be held responsible. My aunt kept asking for a new room and they kept refusing. We kept asking if we could come in to get their stuff. The gentleman were standing by the door, guarding it and my aunt was terrified to walk into the room and pass them. They should have offered to help move their stuff and give them a new room. At this point I was getting frustrated for her and decided I would step in and advocate/translate for them. I called the front desk and spoke to *********, the only manager on duty, according to her. She told me she had the new room keys available and to come to the front desk. This was not true. When we got there she refused the room change, then informed me that the reason was that before any room change could happen my aunt would have to pay for the "damage" of the other rooms, hers and the next door room. They would not issue a switch until she signed and authorized the payment of an extra $600. She was not at fault. They said "if you don't pay this fee, you will be trespassing" "we will kick you out of the hotel and you will never be allowed back in here". "You could go to JAIL". In the end she felt FORCED to pay. The hotel never responded to my email.

  Business Response

  Date: 09/22/2022

  Good Morning - I spoke to the guest to apologize for her families experience and made it right. Thank you.