That could almost be a headline on the cover of Cosmo, the magazine. As you might have guessed though, this is about The Cosmopolitan of Las Vegas, which opened this week on the Las Vegas Strip.
What sort of problems?
Well, I plan to write another post with more detail on this topic but to give you a flavor: our room wasn't ready until three hours after we were told to arrive for check-in, neither of the TVs in our room worked properly (one of them could not be shut off without being unplugged and on the other you couldn't change channels), neither bathroom had a bathmat so water made the marble floor very slippery, we did not receive the turn-down service either night we were there, and the TV couldn't be used for many of the built in services such as checkout and reviewing of messages.
That's a partial list of the problems I recorded with the room. It doesn't include any of the good stuff either - that will be in a dedicated post about the room and the stay that discusses some of the great things about the design and a few things that really bugged me from a functional standpoint.
The question I want to ask is this: what should a guest expect of a brand new hotel and how should a brand new hotel market itself before it is running like a finely tuned machine? Are opening night guests asking for abuse? Should new hotels make disclaimers or offer discounts?
To set the stage for this discussion, I'd like to include a few important bits of information about this week:
* The per night rate for the Cosmopolitan this week was significantly higher than comparable rooms at other Strip resorts (traditionally this is a very slow time of the year).
* The front desk staff told us that all the rooms had been extensively checked for problems prior to any guests checking in. It's hard to imagine how this could be correct given some of the basic issues like TVs not working.
* Cosmo CEO John Unwin was quoted in several interviews saying the staff was ready and excited to open the doors and to welcome guests. If anything, I'd say expectations were raised in the pre-opening press, not lowered.
* There was no disclaimer or notice to incoming guests that kinks were still being worked out and that they may need to be patient, etc...
Based on the comments on Chuck's post and some of the stuff I read on Twitter, I get the impression that some folks believe that this is just what happens with new hotels and the first guests should just deal with it. Maybe most people feel that way - I'd like to find out.
I think it's an interesting question but for me it boils down to getting what you pay for - they promised a lot and didn't deliver on that promise, at least in terms of hotel operations. Based on that, I think that the complaints are justified, even if we're not talking about curing cancer here.
None of the problems I encountered are even close to terminal. If they pivot and fix these issues, then this will be a distant memory in no time. Early signs indicate that they're serious about raising their game. We'll see.
Let me know what you think in the comments.