I recently stayed at the Cosmopolitan from Tuesday, September 30, to October 3, 2025, in Bungalow Suite #3. This room was booked as a surprise for my fiancé to celebrate our anniversary. I was informed that check-in time was at 3 p.m., but upon arriving at the front desk at 3:30 p.m., I was told that the Bungalow Suite was not ready and was undergoing inspection. I was instructed to wait and would be called when the room became available.
After waiting for two hours, I returned to the check-in area and was finally informed that the room was ready. I questioned why I hadn’t been notified or called regarding the room's availability, and I was told that it had just become available. While the room itself was beautiful, with amazing views, the lengthy check-in process caused us to miss our 5 p.m. dinner reservation, which left both my fiancé and me feeling frustrated.
After unpacking and deciding what to eat, we left the room to explore Downtown Vegas. Upon returning, we decided to use the jacuzzi in the room; however, it did not heat up. My fiancé opted to use the bathtub instead, but when I tried to fill it with hot water, it wouldn’t come on. I attempted to troubleshoot the issue but was unable to resolve it.
The next morning, I spoke with someone at the front desk about the check-in delay. I was informed that the check-in time for the Bungalow was at 6 p.m., not 3 p.m. However, your Reservation Terms and Conditions clearly state, "Check-in time is 3:00 PM and Check-out time is 11:00 AM, with the exception of The Chelsea Penthouses & Bungalows, which have check-in beginning at 6:00 PM on Saturdays and Sundays only." This inconsistency is quite confusing.
I also informed the staff that the hot water in the bathroom tub was not functioning. She apologized and offered to credit $200 off the room charge for that night. Additionally, she stated that maintenance would come to fix the hot water issue. The maintenance technician who arrived was very helpful and explained that the valve was malfunctioning, but we could resolve the issue by turning the water on slowly.
After leaving the room for the day, we returned later that afternoon only to find that the hot water knob was again not working. I called for maintenance, and once again, the same polite and helpful technician came to fix it. He also asked if there were any other issues in the room. When I inquired about the tablets found in the room, he explained they controlled lighting and curtain features, but none of them were functioning. He promised to submit a ticket for tech support to address this issue as well.
Later that evening, my fiancé attempted to take a bath, but the hot water did not come on once more. I called the front desk again, and they assured me they would send maintenance and also provide a $200 credit for room service. Once the water was fixed, my fiancé was finally able to use the tub.
On our final night in the Bungalow Suite, we tried to use the jacuzzi again, but it remained cold and would not heat up. My fiancé attempted to take another bath, but once again, the hot water knob failed. I called the front desk to request repairs, but no one came to fix the issue. When checking out, I informed the front desk staff that no one had addressed the hot water problem with the tub the previous evening. She checked the notes and explained that the maintenance request had been submitted but was scheduled for the following morning. Unfortunately, that was not helpful since we were checking out that morning.
Overall, I was very disappointed with the level of service during our stay. It took an extra 2.5 hours for us to access the room due to the inspection, and we dealt with numerous issues, including the lack of hot water for the tub, inoperable tablets, and a cold jacuzzi. I had high expectations for this room, which is considered one of the best experiences in Vegas. This was a special occasion for my fiancé and me, and the problems we encountered significantly detracted from our celebration.
$1000 a Night Room to only receive $100 in Food Credit and $365 given back