15 Replies Latest reply: Feb 4, 2014 2:32 AM by pingreeman RSS

Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)

yosof Platinum 1 Reviews
Currently Being Moderated

Question: Are Platinum's still being upgraded to the one bedroom at the Cosmo?

 

Or, is that considered "too many levels above"

 

Changes (December 2013) -

They got rid of the Lounge on the 16th floor.

They also got rid of tea/coffee in the VIP checkin.

Platinum checkin was combined with VIP checkin.

 

---

 

Experience today on a last minute booking:

 

On checking in, I asked if it's going to be the usual one bedroom suite. I've stayed at the Cosmo for around 20 nights the last year and was upgraded to a one bedroom each time, except in December when the above changes were made. The checkin attendant called some sort of manager and was told that it was not possible to upgrade, even if I paid extra.

 

There were still suites available on the Marriott app and on Marriott.com... (Thought: what if I booked a suite.. I did not want to go through the hassle of the Platinum guarantee.)

 

It was difficult to talk to the manager(?) on duty - Galvin. He kept quoting policy, and seemed to have trouble listening. He really does not seem like he should be in hospitality, much less at a manager level. It was more than a lack of empathy. I found it especially rude that when I asked about how I've been upgraded to a one bedroom for my past 20+ nights here already, he said something along the lines of, "We can't go and upgrade _everyone_ to a presidential suite..." I wasn't asking to be upgraded to a presidential suite (the Cosmo doesn't actually have a room with this name, AFAIK), but simply my usual one bedroom. He really did not seem to value me as a regular. So, I told him I would go elsewhere.

 

Shortly after, as I was gathering my luggage and escorting my two friends out (yes, it's sad to know that the one time I invited friends to stay with me, I'd be treated so horribly)... Another guest else came to the Platinum checkin to complain about her room and was upgraded.

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
Las Vegas, Nevada, USA
  • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
    psudad Alumni Steward Gold 3 Reviews
    Currently Being Moderated

    That's pretty outrageous.  A lack of spirit to serve, it would appear.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
    marriottmemberfromla Platinum 51 Reviews
    Currently Being Moderated

    I just stayed here and they also recently dropped the platinum arrival gift of breakfast for 2 at wicked spoon.  I'm also still waiting for points to be credited to my account. I dont think it is going to happen. I'm probably going have to contact Marriott rewards customer service in a few days

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
    pingreeman Platinum 1 Reviews
    Currently Being Moderated

    I am taking my daughter to Vegas to celebrate here 21st birthday and we have a reservation on points. As PP. I will let everyone know how well I was treated and if any perks were special. Trip date - 01/25 through 01/30.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
      marriottmemberfromla Platinum 51 Reviews
      Currently Being Moderated

      I recently stayed at The Cosmopolitan (paid the Marriott.com room rate and not points) and had a good experience.  Their rooms are great and the concierge (Angela Cooper) was very nice and responsive.  If you are staying in a room with two queen beds, I think the best you can hope for is a terrace suite overlooking the Bellagio Fountains, which I think is still a good thing.  All of the rooms at The Cosmopolitan are very nice.

       

      If your daughter likes to go to clubs, I would push for a special deal to get into Marquee, which is one of the most popular clubs on The Strip.

       

      In terms of check-in, you just do not get that "Thank you for being a loyal Marriott member" greeting/experience that you get at almost all Marriott properties.  But The Cosmopolitan is really its own property with its own loyalty program (Identity) so the reality is that it might be unreasonable to expect that great Marriott experience for elites here.  I am not saying it is right, but maybe just the way it is.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
        yosof Platinum 1 Reviews
        Currently Being Moderated

        Just to make sure, did you mean terrace studio or terrace suite?

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
          marriottmemberfromla Platinum 51 Reviews
          Currently Being Moderated

          thanks for clarifying.  I meant terrace studio.  Suites with two beds are hard to come by here since those rooms tend to be expensive and I imagine they save them for their top gamblers.  I haven't been upgraded to a terrace suite since my first visit, but my last two visits were Terrace one bedroom upgrade (essentially a suite); the room was very nice: japanese soaking tub; bedroom with door separating the living area; balcony; spacious living area with a nice couch and coffee table.

           

          ive been in many hotel rooms on The Strip and The Cosmopolitan rooms are my favorite though I haven't stayed at the mandarin or encore yet (Though I have been in the wynn).

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
      pingreeman Platinum 1 Reviews
      Currently Being Moderated

      Vegas with my daughter turning 21 was great. The Cosmo did a decent job at my request: highest possible floor with a view of the Bellagio fountains. I tried "sweet-talking" the desk to a suite or even better upgrade - didn't happen. Other than my visit to the front desk at check-in, I had no other contact with management (for example a "welcome" gift or phone call, etc.). So overall, I got a room I desired but nothing special.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
    yosof Platinum 1 Reviews
    Currently Being Moderated

    Update:

     

    On checking in today at the Autograph Lounge (formerly the VIP Lounge), after having to talk to two attendants and half an hour later, I was able to get my usual one bedroom suite. The first attendant explained that their upgrade inventory was short, even though there were plenty of suites available online. I then asked for the manager, but received another attendant, who was able to upgrade me.

     

    1) There seems a lack of consistency in each attendant's perspective on "upgrade inventory".

     

    2) I was disappointed that I had to pay an extra fee for a view room (in my past 20+ stays, the one bedroom usually came with a view). 

     

    --

     

    It appears that the manager (?) Galvin has a tendency to anger other Platinum/VIP guests in denying the usual one bedroom upgrade. When I checked in, there was another guest who was not satisfied with the unusual upgrade denial. There was a bit of a yelling fiasco with the other guest, where Galvin must have insulted him or something. Given my previous encounter with him, I highly recommend that he be re-assigned to a non-customer-facing position or retrained for customer empathy and respect. There is nothing worse than having to deal with a manager who does not respect the customer.  

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
      marriottmemberfromla Platinum 51 Reviews
      Currently Being Moderated

      I thought you wrote that you went elsewhere.  Were you assigned one room and they changed you mid-stay or did you head over to another property first?

       

      If you don't mind being off The Strip, I like the Renaissance.  It is pretty contemporary and half the price of The Cosmopolitan.  They were also doing free weekend breakfast for gold and platinum members before it was a requirement.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
        yosof Platinum 1 Reviews
        Currently Being Moderated

        I booked a non-refundable two night stay in advance, but checked in a day earlier (too exhausted after a conference, decided to not go visit Grand Canyon). Given what happened yesterday, my inclination was to stay elsewhere for my remaining stay in Vegas, but the complication of the non-refundable had me heading back.

         

        Furthermore, I needed to find out about the hotel's policy changes on Platinum benefits - I was not sure if my experience yesterday was due to the one day being a sameday reservation, or if there was some sort of manager blocking upgrades for reservations made in advance.

         

        I enjoy the Renaissance's weekend Platinum breakfast (being in the steakhouse), except their rooms are a bit bland, and their suites are near the monorail noise.

         

        If I were to stay off-strip, I would likely be off-Marriott. There are many suite options in the competitive Vegas hotel scene.. The Palms Place - for the same price as a regular studio room at the Cosmo, you get a nice one bedroom suite, complete with a full kitchen, washer/dryer unit, Japanese soaking tub/jacuzzi, two terrace balconies -- and a fireplace! 

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum Elite Upgrades Downgraded (?) at Cosmopolitan of Las Vegas (2014)
    yosof Platinum 1 Reviews
    Currently Being Moderated

    It looks like if you bill your restaurant bill to the room, you get Identity points.

     

    But, there's some sort of new announcement that Identity points can be converted to Marriott points... so I don't understand why they can't just have these be credited as regular Marriott points.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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