32 Replies Latest reply: Jul 10, 2016 9:18 PM by mrbmbrown RSS

No Gold Elite Upgrades at the Cosmopolitan???

dphalen Gold
Currently Being Moderated
I just booked a reservation at the Cosmopolitan in Las Vegas. While chatting with the hotel representative I asked about upgrades for Gold Elite level members, and was told that this hotel does not honor those. Whats up with that?

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Location Brand Hotel
Las Vegas, Nevada, USA
  • A: No Gold Elite Upgrades at the Cosmopolitan???
    NathalieF Community Manager Marriott Associate
    Currently Being Moderated
    Thank you very much for bringing this to our attention. This hotel does offer Elite member benefits, including Gold member upgrades, and I wanted you to know that we are working with the hotel to rectify the situation. I hope you enjoy your stay in Las Vegas! Regards, Laura

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    • Re: A: No Gold Elite Upgrades at the Cosmopolitan???
      yosof Platinum 1 Reviews
      Currently Being Moderated

      Just checked in and apparently they are only honoring benefits for Platinum Elite and not Gold Elite. Gold Elite gets nothing other than Wi-fi (which is free with a global passcode anyway).

       

      There was another Marriott Gold Elite couple waiting behind me in line confused about the same thing.

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    • Re: A: No Gold Elite Upgrades at the Cosmopolitan???
      yosof Platinum 1 Reviews
      Currently Being Moderated

      communitymanager: were you able to look into the benefits Cosmo offers to Gold Elite?

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      • Re: A: No Gold Elite Upgrades at the Cosmopolitan???
        yosof Platinum 1 Reviews
        Currently Being Moderated

        For what it's worth, I reported the no breakfast or lounge offered to Marriott Gold Elite. They are looking into it..

         

        Thank you for your reply.

         

        Please accept our apology for the frustration and disappointment this experience has caused.  We have forwarded your comments to associates in the Executive Office of the hotel for review and have requested that someone from that office respond to address your concerns.  You should be contacted within three to five business days.

         

        If we can be of further assistance, we invite you to reply to this email.

         

        Thank you for choosing Marriott.

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    • Re: A: No Gold Elite Upgrades at the Cosmopolitan???
      fqrtravel Gold
      Currently Being Moderated

      No, it still does not offer anything for Gold members..

      FYI, we made a reservation at the Cosmopolitan for the week of July 14th, 2013 and learned that they could care a less about MR gold members. After spending a short 10 minutes on the phone with their front desk, they made that point very clear. When I stated we are not using our reward points to book the room but expect the "Gold" level of service, they laughed... Not happy with the answers received, I called the "gold" line at Marriott customer service and they made an attempt to fix the problem only to run into the same problem. Recommend staying next door or across the street. Cost is a 1/3rd of the price on any given night and service I am going to assume would be the same.

      (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.)

  • A: No Gold Elite Upgrades at the Cosmopolitan???
    davefromto Platinum
    Currently Being Moderated
    I can confirm that on my last two stays at the Cosmopolitan both in 2011; (I am a Platinum member) I was given an upgraded room (King room overlooking the dancing waters at the Bellagio) and given two breakfast buffet coupons per/night to the 'Wicked Spoon'. I was confused that as a Platinum member I had to pay to use the gym, why (I think that it was $12.00 per/visit)? Sometimes the nickel and diming of members (I stayed over 100 nights last year with Marriott) for minimal return is ridiculous so I understand your concern!

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  • A: No Gold Elite Upgrades at the Cosmopolitan???
    kahunapremier Platinum
    Currently Being Moderated
    Here is my WHY I don't stay at those "partner brands" BECAUSE it isn't fully integrated and UNTIL that happens they won't get my business. Very simple from what I can tell. You are now a part of the Marriott brand, so that should give us, your customers 1. Based on status, upgrades and all perks associated with that PERK LEVEL 2. Points based on status,etc Make sure those customer issues are resolved then I will be more than happy staying at those hotels, else brake the partnership and find others.

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  • A: No Gold Elite Upgrades at the Cosmopolitan???
    pingreeman Platinum 1 Reviews
    Currently Being Moderated
    I am PP (for last 7 years) and tried booking 06/30-07/05 on points - NO ROOMS AVAILABLE. This is why I have 2.1 million points - never seem to be able to use them when I wish to use them.

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    woolfman50 Platinum 1 Reviews
    Currently Being Moderated

    We stayed at the Cosmo in October for 6 nights as Platinum Elite members. We received the room upgrade, but still had to pay for the gym and got only 2 free breakfast passes (out of 6 day stay!).

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    yosof Platinum 1 Reviews
    Currently Being Moderated

    I wish I knew of this complications with Cosmo being sub-par about rewards for Gold members in advance. I would have done the status match offer for Platinum Elite via my Priority Club Platinum Elite status a few weeks before.

     

    Instead, I wasted most of the first evening trying to straighten out the mess (didn't work - if you inquire about how Marriott Gold Elite guests are usually treated _at a Marriott_, the night manager at the Cosmopolitan will treat you very rudely and even put you in a horrible room, that the night engineer would tell you was not meant to be lived in!)... and, also, because there were so many issues with the regular room -- missing curtains, broken telephone and lamp, disgusting marks in the tub, discontinued amenities still being described in the guestroom in-room, in-accuracies in the hotel folio, etc.

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      GemPrincess Alumni Steward Platinum 17 Reviews
      Currently Being Moderated

      Sounds like a nomination for the Hall of Shame to me!

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      • Re: No Gold Elite Upgrades at the Cosmopolitan???
        GemPrincess Alumni Steward Platinum 17 Reviews
        Currently Being Moderated

        Just added a thread called the Hall of Shame.  this one should definately be recorded. am also suggesting for each property we had problems with and list on the Hall of Shame, we should also list our favorite properties on the Hall of Fame

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      fqrtravel Gold
      Currently Being Moderated

      FYI, we made a reservation at the Cosmopolitan for the week of July 14th, 2013 and learned that they could care a less about MR gold members. After spending a short 10 minutes on the phone with their front desk, they made that point very clear. When I stated we are not using our reward points to book the room but expect the "Gold" level of service, they laughed... Not happy with the answers received, I called the "gold" line at Marriott customer service and they made an attempt to fix the problem only to run into the same problem. Recommend staying next door or across the street. Cost is a 1/3rd of the price on any given night and service I am going to assume would be the same.

      (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: No Gold Elite Upgrades at the Cosmopolitan???
    ne_traveling_man Platinum 8 Reviews
    Currently Being Moderated

    Does anyone know how Marriott members are regarded at Ritz Carlton? I will be staying at one in Ireland in June and was hoping to receive some of the perks of being Gold.

    thanks!

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      painedplatinum Platinum 2 Reviews
      Currently Being Moderated

      ne,

       

      I think shoeman1000 is a Ritz regular. Let's see if he can help out here.

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      shoeman1000 Platinum 4 Reviews
      Currently Being Moderated

      Travelingman

       

      yes, I do have the opportunity to stay at Ritz properties from time-to-time.  While I would say that the service level is several notches above the Marriott norm, I cannot say I have ever been given 'extra' care due to my elite status.  That said, I would take advise given on this site previously and contact the property manager personally and do your best selling job on why an upgrade would make your trip 'complete'.  Good luck.  Either way, I have never had a bad stay at a Ritz and oftentimes they have been memorable....

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      yosof Platinum 1 Reviews
      Currently Being Moderated

      Having stayed at a few different Ritz Carlton properties, I have to say that the Ritz is FAR better than the Cosmo -- also, the Cosmopolitan isn't a luxury hotel per se and it is DEFINITELY NOT a Ritz... The Cosmo is a "boutique" hotel, which usually means they don't want to be rated by the usual hotel standards (for whatever reasons).

       

      If you're a Marriott Gold, and there is an adjacent JW Marriott, RC concierge will try to get you concierge lounge access at the JW. Generally, RC truly goes above and beyond in service - the're also the most competent service staff I've ever encountered... legendary, as advertised.

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      • Re: No Gold Elite Upgrades at the Cosmopolitan???
        GemPrincess Alumni Steward Platinum 17 Reviews
        Currently Being Moderated

        Agree!

         

        Have only stayed at a few, but all have been quite lovely.

         

        Usually splurge on the club level which is well worth it.

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      kroywen Gold 11 Reviews
      Currently Being Moderated

      First - I'm "only" gold, not platinum.

      I often stay at Ritz Carltons, as I generally love the properties and services.   I've found that it is much better to book those stays via American Express Platinum as part of their fine resorts & hotels program, as they give a great package.     An upgrade, complimentary breakfast each day and usually a $100 credit to be used during your stay, and often a free night when you stay 2 or 3.     Our last stay was in NYC and we had a suite with an amazing view and there was even a bottle of champagne and fruit awaiting us in the room!

       

      At checkin we've always been acknowledged and welcomed as Marriott Rewards members (getting free wifi) as well as Amex Plat.   However, as a MR you can't use their CLs and I don't know if they would offer an upgrade.     So if you have the Amex Plat card that's definitely the way to go!    Reward points are credited exactly the same way

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    frankfamily7 Platinum 1 Reviews
    Currently Being Moderated

    My wife and I stayed two months ago and had reserved upgraded rooms (at a premium) to ensure we had a nice view of the Belagio fountains, etc.  when we go there, I assumed as a platinum, they would credit back the upgrade, but they said they don't offer those suites as an upgrade and instead provided us with two breakfast coupons at Wicked Spoon (very good, by the way) for one of our mornings.  In the end, this is Vegas and money drives things, not points, loyalty or status.  Before I left I had email offers from Cosmo to stay for free for two nights (based on casino play).  Ironic that they wouldn't upgrade me for loyalty, but were willing to solicit me back for a free stay package based on $$ play.  I won't be back there again.  There are better Vegas hotels and Marriott shouldn't bother with this affiliation.  It is owned by Deutshe Bank and they just don't have the same perspective as Marriott properties.  Most of the autograph properties seem this way.  It's like they want the Marriott afiliation without giving out the perks to loyal Marriott members.

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      yosof Platinum 1 Reviews
      Currently Being Moderated

      Do you know if the Cosmo emails the folio as Marriott hotels are supposed to?

       

      When I checked out, there was just a $14 yogurt bill (no breakfast provided for Gold Elites, so bought my own from one of the hotel restaurants). But, they later charged my credit card all kinds of fees. I had to start a dispute on my credit card just to find out what the items were about. Weeks later, through credit card dispute research, received itemized bill that included stuff from the bar that I did not even touch. (I have a medical complication, where I cannot drink alcohol.)

       

      During my stay, I did try to talk to several managers regarding missing Gold Elite benefits, and also complained about the room, broken parts, etc. I get the feeling that they aren't used to guests with expectations, but is it too much to ask them to do an inventory check on the mini-bar?

      (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: No Gold Elite Upgrades at the Cosmopolitan???
      GemPrincess Alumni Steward Platinum 17 Reviews
      Currently Being Moderated

      I think the phenomena of, "...money drives things, not points, loyalty or status.."  is not just limited to Vegas, as I have encountered this recently at my stay at the St. Pancras in London.  Was given a platinum "upgrade" that I had to ask to confirm I had been upgraded as I could see nothing different, unlike the Grosvenor property where I knew I had been upgraded cause I was in the Duchess 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: No Gold Elite Upgrades at the Cosmopolitan???
      fqrtravel Gold
      Currently Being Moderated

      FYI, we made a reservation at the Cosmopolitan for the week of July 14th, 2013 and learned that they could care a less about MR gold members. After spending a short 10 minutes on the phone with their front desk, they made that point very clear. When I stated we are not using our reward points to book the room but expect the "Gold" level of service, they laughed... Not happy with the answers received, I called the "gold" line at Marriott customer service and they made an attempt to fix the problem only to run into the same problem. Recommend staying next door or across the street. Cost is a 1/3rd of the price on any given night and service I am going to assume would be the same.

      (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: No Gold Elite Upgrades at the Cosmopolitan???
    boatpi Platinum 1 Reviews
    Currently Being Moderated

    When I stayed at Cosmo for three nights i only received two breakfast vouchers, and I am Platinum and an Indetity member.  Plehaps moderator can explain Platinum benifits at the Cosmo as I have three more days booked in a few weeks.

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    • Re: No Gold Elite Upgrades at the Cosmopolitan???
      GemPrincess Alumni Steward Platinum 17 Reviews
      Currently Being Moderated

      Do you have any other choices in hotels?

       

      My favorite way of expressing displeasure to how I am treated, is just to walk away.

       

      If you continue doing business with folks that don't treat you right, they figure they don't have to.

       

      Their are no consequences to mistreating a 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: No Gold Elite Upgrades at the Cosmopolitan???
    fqrtravel Gold
    Currently Being Moderated

    FYI, we made a reservation at the Cosmopolitan for the week of July 14th, 2013 and learned that they could care a less about MR gold members. After spending a short 10 minutes on the phone with their front desk, they made that point very clear. When I stated we are not using our reward points to book the room but expect the "Gold" level of service, they laughed... Not happy with the answers received, I called the "gold" line at Marriott customer service and they made an attempt to fix the problem only to run into the same problem. Recommend staying next door or across the street. Cost is a 1/3rd of the price on any given night and service I am going to assume would be the same.

    (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: No Gold Elite Upgrades at the Cosmopolitan???
    marriottmemberfromla Platinum 51 Reviews
    Currently Being Moderated

    I stayed at The Cosmopolitan last week.  The Cosmopolitan has its own rewards program (Identity) so I think Gold members get the short end of the stick because of that (there is that language in Marriott's elite membership benefits that hotels can choose to participate or not in many of the benefits).  The Cosmopolitan does do a lot for Platinum members, but for Gold...

     

    1) When I checked out, I asked if internet was free and they said they only honored that benefit for Platinum members, but the front desk went ahead and waived the charge.

     

    2) My room was upgraded, but I believe that was because I was staying on a Tuesday night.  No one was there.  I believe pretty much all rooms at The Cosmopolitan are suites though.  Balconies are not available in every room...good to get an upgrade since a balcony in Vegas is a rarity.

     

    3) For Platinum members, Wicked Spoon breakfast buffet is free for 2.  There is also a priority line for Platinum members.  Wicked Spoon opens for breakfast at 8am while most Vegas breakfast buffets open at 7am.  I think this is because they let VIP members (Identity?) in early.  Unfortunately, because not many people were staying at the hotel, there were a lot of breakfast items just sitting there for a long time--so there was a lot of soggy food and dry meats by the time the restaurant finally opened.

     

    I've been to Wicked Spoon for breakfast later in the morning and it tasted a lot fresher.

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    marriottmemberfromla Platinum 51 Reviews
    Currently Being Moderated

    Another thing to note is that I probably will have to submit a missing stay online because points earned from this stay have not posted to my account yet.

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    boatpi Platinum 1 Reviews
    Currently Being Moderated


    Since July is a low month due to the heat, some incredible rates S-Thursday are available.  Rooms are as low at $113 a night.  If you are a platinum member and book two rooms, they will comp BOTH rooms x2 peoble at the Wiked Spoon brunch.  This retails for $45 a person.  Since it is low season, upgrades are almost always available.

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    falcon9899 Silver 14 Reviews
    Currently Being Moderated

    was a gold member for a year and never got an upgrade at any hotel. 

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  • Re: No Gold Elite Upgrades at the Cosmopolitan???
    mtraininjax Platinum 13 Reviews
    Currently Being Moderated

    I stayed there in March and I was only Silver then, but we had a great stay, room looked South, not North to see the Bellagio fountains, we had a great room, no problems. They do treat their Identifty patrons as royalty, but then again, it IS THEIR program, so get the Identity card and use it while there on everything and get rewarded the same as you would a MR member. You are on the Las Vegas Strip, it is not like staying at a Marriott in some other city, this is a boutique hotel and they all have that take it or leave it attitude, if you let it get to you. We had a blast, and would go back and stay on the North face to watch the fountains. This time, we are platinum.

    (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: No Gold Elite Upgrades at the Cosmopolitan???
    mrbmbrown Platinum
    Currently Being Moderated

    So, I love the Cosmo. Great property. But personally, I'd rather stay at an MLife property (more choices in Vegas) and get the status match to Hyatt Diamond which gives a lot of nice perks at MLife as a Platinum member. So, for my money, and to stay away from as much smoke in Vegas as possible, I stay at the Vdara right next door.

    (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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