write of cosmopolitan issue (loong read)!!!!!!

In effort of full disclosure ill give some info that I normally would not put down on here.
(background)
I booked my trip at the cosmo about two weeks ago- I had stayed there before I usually play certain table games at 500-1000 per hand and certain slots at 15-50 a spin. Normal bankroll that I go to Vegas with is anywhere between 10-20 k

I had stayed at cosmo numerous times before and had stopped going over an issue I had with the credit card deposit at the front desk Cosmo has a policy of 150 a night hold so for 7 nights its 1050- subsequently any time you charge something to the room - they reauthorize your card for that amount- a good host will stay on top of things and keep comping things off as they get posted to your folio- sometimes this doesn't happen and they don't comp until the end as cosmo does not have the ability to do paper comps.

this is probably where the issue last started months ago as due to all the charging to the room which i was told would be comped I had a fraud alert on my card which ended causing me some issues. After that fiasco in December I decided I would use a prepaid debit card with much less available and only leave minimal on there. I arrived back in February to take advantage of a 750 promo chip offer plus 900 in reusable promo chips that I was offered in addition. I got to the hotel went to cage to redeem promo used the chips and went to check into hotel- they wanted more of a deposit then I had available on the prepaid debit and after a brief argument about what had happened before I left without checking in and ended up staying at a different property. A few days later I had it out with my host who was mad I used a promo a left. I decided I would never play there again basically because of what the host said to me during our convo.

Fast forward to June I was receiving offers from cosmo still but would not go due to the previous host- I wanted to use an enticing offer so I called to explain what happened and get a different host which they happily arraigned for me.
I spoke to her and she seemed pleasant - I told her about my previous experience and what the issues were and promised I would not use the chips and leave and would be bringing 10-15 with me- and they I needed TWO Rooms- and they must be connecting- I also asked for a limo and tickets to rose rabbit lie - ( incredible show by the way which I highly recommend) and possible dinner one or two nights and a massage at the spa. I wanted to lay out my comp needs so she could let me know if that was too much or if it was in line and exactly what I needed to play to get those specifics.
She went ahead and made arrangements and I booked the trip. I subsequently confirmed the reservation no less then 3 times as I was traveling with a new girlfriend and wanted everything to be smooth.

WHERE THE ISSUES START.

I arrive 330 pm on Tuesday- no limo at airport- I call hotel and 35 minutes later a car shows up
We get to hotel and rooms are not available- after getting to vip checkin which they describe as the autograph lounge- which when comparing to mirage vip check in or palazzo vip check-in - the autograph lounge literally cant hold a candle- lacking both any sort of food or service . Both palazzo and mirage have drinks - palazzo even has butler service but im not there long so no big deal.
After about 20 minutes of debate back and forth the decide they will upgrade me to a full wrap around terrace suite and adjoining suite next to it.
I must say the rooms at cosmo are incredible- ill post a pic of view and room in a few. They have a wrap around terrace overlooking the bellagio fountains and stocked full kitchen and oven. two full bathrooms and extremely comfortable beds.
I had prearranged a 50 deposit per night per room so they took my debit card charged 250 and I was on my way upstairs.
We got to room- and changed and I went downstairs to play- Rough start within 1 hour I was down 6k. I decided to go upstairs and change for dinner at blue ribbon sushi. Food is really great and great atmosphere- I would definitely check it out. We stopped n the way there to get our show tickets which were surprisingly not there. After another 20-30 minutes my host fixed it and we received our tickets and went to dinner. DINNER AND SHOW WERE GREAT.

Next morning we do a little playing- pretty much make about 1k back and go for our couple massage. Great massage I would def use gina if you go. I left after and went to play my gf stayed- as im playing the spa calls and tells me they didn't receive a comp for massage and I need to immediately come pay- after more then 2 hours trying to reach host and some back and forth convo my host fixes it and comps it off- ok it could be worse.
We head back and go to stk for dinner , in my opinion better then even CUT at the palazzo. After dinner we stop back at room for some activities and then head out for drinks. Around 1am we head back to room- BOOOOM neither room key works, if you are familiar with he cosmo its a pretty decent walk from the towers downstairs to check in- when we get there VIP check in is closed and there is a long wait. Thoroughly aggravated we get to the front and the desk clerk tells me I have to leave a new credit card on file as i never left one. I asked how did I check in if there was none- she didnt know the answer- OF course all my cards and cash and phones are no locked in the hotel safe and she will not let me in. I go find a host he tell me he will fix it - 45 minutes later we are both walking back and forth from host desk to check-in with still no results and he cannot reach my host despite calling 4 times . He tells me the only way to really solve it is to comp off now whatever it shows I owe however he cannot do that since he isnt my host. At this point I go ballistic and he agrees to call a senior host named STEVE GERKIS (thank you steve)
who comped it off and they allowed me in my room- at this point of the night I had already contacted a host an another property who was more then happy to send a limo to cosmo to get me and bring me to his property. I had him send it and left. We got to palazzo late that night and fell asleep. The next morning I head back to cosmo to speak to somebody- While waiting I happen to win 10k between the slot picture below and a few k on tables. I speak to my host who did not even apologize basically just saying she is not sure how all this happened. I tell her look no hard feelings but maybe you could comp breakfast as a courtesy at this point to which I get a response of you are already over comped. I was floored and left vowing again to never return.

I did follow up with the vice president of player development on Friday - who did call and apologize to me saying he could not believe how bad things went and went on to say that the front desk sometimes does things that the host and casino department do not know about- more or less saying there is a disconnect between the hotel and the casino. Most places ive stayed the casino execs have complete authority to resolve front desk issues but not here. He also said my host would be reaching out to me to apologize and offer me something to come back out- I was expecting a call last night but never received it so I held off waiting to be able to put that on here but nothing yet.

In short if you want great food and an great hotel the you can pick the cosmo but just be prepared for somewhat lacking customer service . http://i.imgur.com/lqComw2.jpg. http://i.imgur.com/YgZfIfu.jpg.
http://i.imgur.com/rCdQdSl.jpg.
http://i.imgur.com/BAHwDa1.jpg

Thank you for posting the report. I really enjoy reading reports, even though it makes me jealous that I will never be in this position.

I like the 3rd picture ;-)

I probably would have been banned from the property if I was treated like that.

Im banned from enough places - I was about to go there and decided id rather still be allowed in lol

Quote: strictlyAP

In effort of full disclosure ill give some info that I normally would not put down on here.
(background)
I booked my trip at the cosmo about two weeks ago- I had stayed there before I usually play certain table games at 500-1000 per hand and certain slots at 15-50 a spin. Normal bankroll that I go to Vegas with is anywhere between 10-20 k

I had stayed at cosmo numerous times before and had stopped going over an issue I had with the credit card deposit at the front desk Cosmo has a policy of 150 a night hold so for 7 nights its 1050- subsequently any time you charge something to the room - they reauthorize your card for that amount- a good host will stay on top of things and keep comping things off as they get posted to your folio- sometimes this doesn't happen and they don't comp until the end as cosmo does not have the ability to do paper comps.

this is probably where the issue last started months ago as due to all the charging to the room which i was told would be comped I had a fraud alert on my card which ended causing me some issues. After that fiasco in December I decided I would use a prepaid debit card with much less available and only leave minimal on there. I arrived back in February to take advantage of a 750 promo chip offer plus 900 in reusable promo chips that I was offered in addition. I got to the hotel went to cage to redeem promo used the chips and went to check into hotel- they wanted more of a deposit then I had available on the prepaid debit and after a brief argument about what had happened before I left without checking in and ended up staying at a different property. A few days later I had it out with my host who was mad I used a promo a left. I decided I would never play there again basically because of what the host said to me during our convo.

Fast forward to June I was receiving offers from cosmo still but would not go due to the previous host- I wanted to use an enticing offer so I called to explain what happened and get a different host which they happily arraigned for me.
I spoke to her and she seemed pleasant - I told her about my previous experience and what the issues were and promised I would not use the chips and leave and would be bringing 10-15 with me- and they I needed TWO Rooms- and they must be connecting- I also asked for a limo and tickets to rose rabbit lie - ( incredible show by the way which I highly recommend) and possible dinner one or two nights and a massage at the spa. I wanted to lay out my comp needs so she could let me know if that was too much or if it was in line and exactly what I needed to play to get those specifics.
She went ahead and made arrangements and I booked the trip. I subsequently confirmed the reservation no less then 3 times as I was traveling with a new girlfriend and wanted everything to be smooth.

WHERE THE ISSUES START.

I arrive 330 pm on Tuesday- no limo at airport- I call hotel and 35 minutes later a car shows up
We get to hotel and rooms are not available- after getting to vip checkin which they describe as the autograph lounge- which when comparing to mirage vip check in or palazzo vip check-in - the autograph lounge literally cant hold a candle- lacking both any sort of food or service . Both palazzo and mirage have drinks - palazzo even has butler service but im not there long so no big deal.
After about 20 minutes of debate back and forth the decide they will upgrade me to a full wrap around terrace suite and adjoining suite next to it.
I must say the rooms at cosmo are incredible- ill post a pic of view and room in a few. They have a wrap around terrace overlooking the bellagio fountains and stocked full kitchen and oven. two full bathrooms and extremely comfortable beds.
I had prearranged a 50 deposit per night per room so they took my debit card charged 250 and I was on my way upstairs.
We got to room- and changed and I went downstairs to play- Rough start within 1 hour I was down 6k. I decided to go upstairs and change for dinner at blue ribbon sushi. Food is really great and great atmosphere- I would definitely check it out. We stopped n the way there to get our show tickets which were surprisingly not there. After another 20-30 minutes my host fixed it and we received our tickets and went to dinner. DINNER AND SHOW WERE GREAT.

Next morning we do a little playing- pretty much make about 1k back and go for our couple massage. Great massage I would def use gina if you go. I left after and went to play my gf stayed- as im playing the spa calls and tells me they didn't receive a comp for massage and I need to immediately come pay- after more then 2 hours trying to reach host and some back and forth convo my host fixes it and comps it off- ok it could be worse.
We head back and go to stk for dinner , in my opinion better then even CUT at the palazzo. After dinner we stop back at room for some activities and then head out for drinks. Around 1am we head back to room- BOOOOM neither room key works, if you are familiar with he cosmo its a pretty decent walk from the towers downstairs to check in- when we get there VIP check in is closed and there is a long wait. Thoroughly aggravated we get to the front and the desk clerk tells me I have to leave a new credit card on file as i never left one. I asked how did I check in if there was none- she didnt know the answer- OF course all my cards and cash and phones are no locked in the hotel safe and she will not let me in. I go find a host he tell me he will fix it - 45 minutes later we are both walking back and forth from host desk to check-in with still no results and he cannot reach my host despite calling 4 times . He tells me the only way to really solve it is to comp off now whatever it shows I owe however he cannot do that since he isnt my host. At this point I go ballistic and he agrees to call a senior host named STEVE GERKIS (thank you steve)
who comped it off and they allowed me in my room- at this point of the night I had already contacted a host an another property who was more then happy to send a limo to cosmo to get me and bring me to his property. I had him send it and left. We got to palazzo late that night and fell asleep. The next morning I head back to cosmo to speak to somebody- While waiting I happen to win 10k between the slot picture below and a few k on tables. I speak to my host who did not even apologize basically just saying she is not sure how all this happened. I tell her look no hard feelings but maybe you could comp breakfast as a courtesy at this point to which I get a response of you are already over comped. I was floored and left vowing again to never return.

I did follow up with the vice president of player development on Friday - who did call and apologize to me saying he could not believe how bad things went and went on to say that the front desk sometimes does things that the host and casino department do not know about- more or less saying there is a disconnect between the hotel and the casino. Most places ive stayed the casino execs have complete authority to resolve front desk issues but not here. He also said my host would be reaching out to me to apologize and offer me something to come back out- I was expecting a call last night but never received it so I held off waiting to be able to put that on here but nothing yet.

In short if you want great food and an great hotel the you can pick the cosmo but just be prepared for somewhat lacking customer service . http://i.imgur.com/lqComw2.jpg. http://i.imgur.com/YgZfIfu.jpg.
http://i.imgur.com/rCdQdSl.jpg.
http://i.imgur.com/BAHwDa1.jpg

I like the second picture. 9 http://i.imgur.com/rCdQdSl.jpg.0
The activity you mentioned. Did you do it from behind during the day or moonlight??? That would be wonder !!!!!

Quote: speedycrap

I like the second picture. 9 http://i.imgur.com/rCdQdSl.jpg.0
The activity you mentioned. Did you do it from behind during the day or moonlight??? That would be wonder !!!!!

that is the 3rd picture silly. There are 2 on the 1st line.

that picture was actually from last trip at cosmo, same view- was posting from my iphone put up wrong pic but I left it for your viewing pleasure

I have no reason to doubt you, but I have never had charges I made to my room placed as additional holds on my CC at Cosmo. Last trip I ran up many charges, they were comped at the end by my host, Peter (last name if needed by PM) and removed after using earned Resort Dollars. The orginal hold was on my account for a few days after I left and then removed.

I wonder if they have different standards for different customers, though you are a far bigger player than my wife and I.

Sorry you had a bad time at Cosmo, because as you stated it is a wonderful property and in my visits, every interaction with staff far exceeds the other properties I have stayed at in Vegas.

I know peter- the issue is and you may not realize it- when you use a credit card it's an authorization hold when you use debit it acts like a charge- yes they comp at end as you mentioned however there are holds places when you exceed the initial hold so you may have stayed three days 150 per night hold and may not have excessed 450 in comps I use my resort credits for freeplay as the trip moves

Quote: strictlyAP

that picture was actually from last trip at cosmo, same view- was posting from my iphone put up wrong pic but I left it for your viewing pleasure

Really appreciate it! ;)

Hmm ... seems like you could avoid all of this by opening up a new credit card with a $10,000-$25,000 limit and using it exclusively for checking in at the Cosmo. Why don't you do that?

Like the pics.

You may be right but the point was just how poorly it was handled

Somewhat off topic but I am a bit confused. How can you bet 500-1000 per hand with only 10 or 20k? You could bust out in a few minutes. You talk about being down $6k and then managing to win back $1k but if you are betting purple that is just a couple of hands.

I have access via markers to much more I just budget that amount as a loss or win goal

But yes I do not play for long hours rather not go into playing style or advantages I look for

Quote: strictlyAP

that picture was actually from last trip at cosmo, same view- was posting from my iphone put up wrong pic but I left it for your viewing pleasure

Thanks for that very nice view :)

Quote: teddys

Hmm ... seems like you could avoid all of this by opening up a new credit card with a $10,000-$25,000 limit and using it exclusively for checking in at the Cosmo. Why don't you do that?

Yeah, this would solve the problem, teddys, BUT should he really have to do that? They should be accommodating him, not the other way around.

Hey I recognize that tattoo.

Quote: GWAE

that is the 3rd picture silly. There are 2 on the 1st line.

OH, my bad. I really like the third picture. Should do it from the back and watch the world spinning.

Quote: strictlyAP

http://i.imgur.com/lqComw2.jpg. http://i.imgur.com/YgZfIfu.jpg.
http://i.imgur.com/rCdQdSl.jpg.
http://i.imgur.com/BAHwDa1.jpg

A "NSFW" warning would have been a nice courtesy...not that I'm complaining or anything. Also, does the lovely lady in the picture know you are posting it to the internet?

Haven't really been around much so this is the first of this thread I have seen.

There is a tremendous lack of customer service currently doing the rounds in Vegas. I have recently had an issue with a craps dealer AND more recently with a car salesman that had my blood boiling.

My wife and I went in to purchase a new Audi and the regional sales manager basically made it sound like he was doing us a favor.........

I'm sorry you got treated poorly at Cosmo as it is really a great property for everything other than gaming. The restaurants are top class and the entertainment solid. Pity that Vegas nocturne (the show in Rose Rabbit Lie) will be closing as blackstone don't feel it is a good offering for their newly acquired property.

The more I tell people, the less they listen to me. Customer Service isn't an important part, it is THE MOST important part of any service industry operation.

Hope you give them another chance and post more pics of your gf staring at the strip :)

Tomspur, You should have come to me for the car. I get cars for clients all over the Country! I hate what you went through. That's why im an Auto Advocate. Isn't the customer always right? If you were rude that's something else but I doubt that.

StrictlyAP, Tell me you advantage play you speak about. No reason to hide it as im sure it is only me on this thread. My advantage comes from comps, free play etc..

Quote: mds

Tomspur, You should have come to me for the car. I get cars for clients all over the Country! I hate what you went through. That's why im an Auto Advocate. Isn't the customer always right? If you were rude that's something else but I doubt that.

StrictlyAP, Tell me you advantage play you speak about. No reason to hide it as im sure it is only me on this thread. My advantage comes from comps, free play etc..

Thanks but this car is not yet available on the US market. We may be the first family in the country to drive it, depending on what is in Customs on the East Coast....

Not sure why I'm so dead set on this car. I just think it is the perfect car for my wife......