It's always nice to be the \""HOT\"" \""CHIC\"" new place on the block in the perfect location. This type of place will make money hand over fist until their real value comes out which is perfectly NILL. Customer Service and satisfaction are what makes money for a property in the long run after the newness has worn off. With many places to choose from you better have all your ducks in a row when you attempt to get passed the everyday guest and after my recent 4 hour experience at the Cosmopolitan, I assure you if this is the level of service provided to a potential large gambler, then they will be bankrupt and under a corporate umbrella sooner than later.\n\nLong time MGM Property guy Mandalay Bay / Bellagio being my two places I spend the majority of my gaming. 3-5 trips to Vegas per year with the bankroll of 5 to 10K for the tables. With that type of consistent play certain things are expected.  A confirmed room type made 3 months in advance with a Casino Host for VIP service should be handled well as VIP Service should be.  After explaining my situation to my new host I confirmed with copy via email for a Wrap Around Suite with an adjoining Connector room as I was bringing my two nephews with me and wanted to keep an eye on the 20 something crowd as it was their first visit to Vegas. Casino Rates for room established and a follow up with my host Riley O'Neil was completed 10 days prior to arrival with all things confirmed.\n\nNote about a month ago I also contacted the Host for Marquee Day Club regarding a VIP Cabana for the weekend see later in review for results.\n\nArrived to VIP check in Memorial Day weekend Friday, and was told by Rico the VIP check in personal that not only did I not have a Wrap around suite confirmed but they had NO Connected room confirmed and only a standard King bed Terrace Suite for me. What was I supposed to do pile cots into the room? after 5 phone calls to Riley, by both myself and Rico who by the way DOES NOT HAVE the Casino Hosts Number? No answer from Riley. Rico stated please let us give you a room and in a few hours we can get this changed an authorized. Fair enough mistakes happen.  Off for lunch were we enjoy a horrible dining experience at the overlook restaurant.  Time is ticking now 2 hours have gone by and Riley finally calls me back. Explains don't know what happen but I'll get it corrected.  Another 90 minutes go by and we head back to VIP service where Rico has no authority to do anything, no supervisors are on premise, and Riley has not at this point even called VIP Services.   4 hours now and finally get the call from Riley and get this NOT ONLY do they not have my suite, but no additional room is available 110% sold out is the term used.  He doesn't know what to do, and here I am Holiday weekend, with no rooms. Truly the cluster phuck of all time.  He states let me work on it.\n\nI pick up the phone, call my host at the Mandalay Bay \""Marciano\"", and within 5 minutes I'm being whisked to a Jr. suite for myself with a connector and my nephews. That's how it's done folks.  By the way not one more phone call from Riley O'Neil even after everything that happened. UNBELIEVABLE is the only way to describe the level of service or lack thereof.   I lost quite a bit this trip at the tables, and the only thing that makes me smile is that none of it went towards this sham of a hotel.  Bankrupt is where they will eventually head with this level of service for their gamblers as when it's all said and done, eventually  karma is a bitch. \n\nPS: On Saturday a day after all this I get a text message from the Marquee Day Club host asking if I still wanted a cabana? LOL Imagine they can't fill their cabanas so they call me the day of? Not a call back email nothing back for the 30 days since my request Priceless and useless come to mind!\n\nDon't stay here unless you're ready for poor service and even worse a staff that simply is useless.\n\nIf you want to gamble in Vegas Call Marciano at the Mandalay Bay He is the Man!