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February 26, 2018

The Cosmopolitan Las Vegas Elevates Guest Experiences with Rose the Chatbot

David Wang

2018-Cosmopolitan Case Study-blog-header-image

About The Cosmopolitan Hotel & Casino

The Cosmopolitan is a luxury hotel and casino located in the heart of the
Las Vegas Strip. The Cosmopolitan integrates style and sophistication into the
guest experience. With over 3,000 rooms and countless dining and entertainment
options, The Cosmopolitan provides everything you need to do Las Vegas in style.


Being at the center of the Las Vegas Strip, The Cosmopolitan has competition in literally every direction. With 21 restaurants, 12 retail shops, 3 distinct pools, 5 bars and lounges, a nightclub, spa, casino, and a world-class art collection, spread across 9 floors, The Cosmopolitan wanted an easy way for guests to discover the experiences they would enjoy most. In doing so, they know guests would be happier and their venues would get more business.

They also wanted to find a way to create a more personal connection with guests through text messaging and developed Rose The Chatbot who embodies the adventurous urban spirit of their brand.


The Cosmopolitan partnered with Zingle to deploy Rose for room service, concierge, butlers, guest services as well as marketing promotions. Guests are introduced to Rose at check-in and her number is printed on hotel room keys. They also display internal signage with her number in elevators, at gaming tables and on the in-room TVs.

Cosmopolitan Rose

Rose automatically handles 80-90% of text message conversations with guests. From hours & locations to hotel amenities such as pool, gym and spa, to dinner & drink recommendations at their 20 bars & restaurants.


Zingle allowed The Cosmopolitan to better serve their tech-savvy guests. Because of Rose, their guests are happier. In advance of the launch, They studied all of their current systems to understand what they could anticipate guests needing and wanting, and worked with the Zingle team to code the platform to handle almost everything.

Cosmopolitan Case Study Zingle
With Rose, The Cosmopolitan significantly increased guest satisfaction rates from those who use Rose versus those who don’t. Rose’s playful personality has enticed hotel guests into spending 39% more than guests who do not engage with her.

“Zingle enabled The Cosmopolitan to provide an elevated mobile-first experience for our guests while improving service and increasing on-site revenue. The Zingle team provides us a platform to create a unique experience like no other in the hotel industry”

Mamie Peers Vice President, Digital Marketing – The Cosmopolitan of Las Vegas


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