"We were not allowed to check into our room at the Cosmopolitan for nearly 8 hours after our arranged check-in time and nearly 4 hours after standard check-in time, while multiple priority check-in staff repeatedly insisted that “nothing could be done.” We had arranged an early check-in for 11:00am, but there was some unknown delay. We then spent the next 7+ hours repeatedly returning to the priority check-in desk for updates while essentially stranded in the hotel lobby, being told over and over that “you simply have to wait.” Staff continually refused to investigate further, contact the department suspected of causing the delay, or provide any meaningful timeline, while seeming entirely comfortable leaving guests sitting in the lobby for most of the day. The most concerning interaction was with priority check-in staff member Bianca, who stated that addressing our hours-long delay was “not my department” and refused to contact anyone or escalate the issue further. We were simply told to continue waiting indefinitely. Late in the evening, another staff member finally contacted housekeeping, and the situation was resolved almost immediately — strongly suggesting the delay could have been addressed hours earlier had anyone been willing to make that brief phone call. What made this experience unacceptable was not just the delay itself, but the complete indifference and lack of ownership shown throughout a major operational failure. Because this was only a two-day trip, the delay disrupted plans across nearly the entire stay. Work obligations planned to be completed on check-in day had to be pushed into the following day, which interfered with those plans as well. We see no reason to put ourselves through this with the Cosmopolitan ever again."

"My family and I always spend time playing the machines. Well, I forgot my phone at one and a bar tender turned it into security and Edgar Medina was so kind and helpful. He helped me claim my phone and was extremely understanding. Thank you, Edgar!!!"

"Got the wraparound terrace suite with fountain view. Massive room with gorgeous view of strip and bellagio fountain. Great service especially from Ariel at reception and Janeel scales from security. They both went out of their way to answer my questions. I liked it so much here I’ll be back in a month."

"Big shoutout to the security team at The Cosmopolitan of Las Vegas. I lost my phone during my stay, and they were able to help locate and return it quickly. Everyone was professional, helpful, and made a stressful situation much easier. Really appreciated their honesty and fast response!"

"Cosmopolitan is one of my favorite hotels in las Vegas. Room is modern and rare to have patio on the strip. Besides the whole staying experience was great! I lost my LV bag and my sunglasses in the property first 10 min I walked in the hotel and the security team found them 2 days later for me. With all the cash inside. Which I was shocked! Big applause for the security team, especially this security lady name Mariel Toledo, she was so patient and detailed and tried to contact her colleagues to help me as well. Will definitely come back"