Case Study: Cosmopolitan of Las Vegas achieves 39% higher guest spend and significant satisfaction gains with Medallia Concierge (Rose the Chatbot)

The Cosmopolitan Las Vegas Elevates Guest Experiences with Rose the Chatbot

The Cosmopolitan of Las Vegas, a 3,000‑room luxury hotel on the Strip, needed an easy way for guests to discover experiences across its 21 restaurants, bars, pools and other amenities while creating a more personal, mobile-first connection. To meet that need the Cosmopolitan partnered with Medallia Concierge and deployed Rose the Chatbot as a digital concierge for room service, butlers, guest services and marketing promotions.

Medallia Concierge integrated Rose across touchpoints — introduced at check-in, printed on room keys and displayed on in‑hotel signage and in‑room TVs — and configured the bot to handle 80–90% of guest conversations, from hours and locations to dining and activity recommendations. The Medallia Concierge solution significantly increased guest satisfaction among users and drove a measurable 39% increase in spend for guests who engaged with Rose.

Cosmopolitan of Las Vegas

Mamie Peers

Vice President, Digital Marketing