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Complaint Details
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Initial Complaint
10/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I called to verify with the hotel and was told check in time is at 4:00PM my plane would be arriving at 6:00AM on the 16th of October 2024 in ******* from ********** so I figured book a day in advance for I check in early morning after arriving at 6:00AM Chicago time I went to check in the hotel which would still be considered yesterdays check in time I was charged all sorts of late fees and no show fees even tho I already paid for my full reservation in full and still showed up I want a refund of the no show feesInitial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
CHECK -IN 4-30-2024 CHECK-OUT 5-3-2024 ***** AND ********************************* UPON OUR STAY WE CHECK IN OUR ROOM HAD A NICE QUIET NIGHT, WOKE UP THE NEXT MORNING AND FOUND OUT MY TRUCK WAS TOWED AND AS I SPOKE TO THE MANAGER BY THE NAME OF ************ ABOUT MY TRUCK BEING TOWED **** HAD AN NONCHALANT ATTITUDE, AND DID NOT TAKE MY INCONVENIENCE INTO CONSIDERATION, IT SEEMED AS IF HE WAS DISTRACTED AND COULD NOT FOCUS ON WHAT I WAS SAYING, APPARENTLY ANYONE WHO IS IN MANAGEMENT WOULD HAVE HAD SOME COMPASSION FOR GUEST, BEING THAT MY TRUCK WAS ON THE TRUMP PROPERTY AND CHECKED IN WITH VALET, AT THAT POINT IT WAS THE PROPERTIES RESPONSIBILITY TO TAKE CARE OF MY TRUCK, MISSED MY MEETING, MESSED MY WIFE AND I VACATION , HORRIBLE EXPERIENCE DO TO THE **** THAT ************ WAS INCOMPETENT ON HANDLING GUESS PROBLEMS, I AM GRATEFUL TO THE 2 SUPERVISORS BY THE NAME OF ****** AND ***** WHO APOLOGIZED SINCERELY, BOTH HAD BETTER GUEST SKILLS THAN ************, HOPEFULLY YOU GUYS CAN RETRAIN **** BEFORE YOU HAVE ANOTHER ENCOUNTER SUCH AS MINE, AGAIN TWO UNHAPPY GUESS, I WOULD LOVE TO STAY AGAIN AND GIVE YOU GUYS ANOTHER CHANCE I TRULY BELIEVE IN SECOND CHANCES CAN SOMEONE REACH OUT TO ME AT ************ TO RECTIFY SITUATION LOOKING FORWARD TO HEARING FROM YOUBusiness response
06/18/2024
#******** we do not have any records of this guest staying with us. The complaint mentions ************, ******, and *****, all of which are not the names of any employees that we have on the property. We believe that this guest is submitting a complaint for the wrong hotel. Additionally, the last report of a vehicle tow is not under this guest's name.Initial Complaint
06/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The date of this transaction was Dec. 13, 2022 in the amount of $844.04 from card ending in **** pos ******. Our stay did not meet our expectations. The "city view" was that of office spaces from left to right, west side of building. When I brought this to management attention in the form of a complaint, I was told that they would oversee the next stay and would handle our free stay. Management says they did not say free and instead said free room upgrade. We booked our stay through Trump International website and expected what they stated we'd get, "windows overlooking spectacular views of the City *********** would expect that form of deception through a 3rd party vendor, not them. We waited for our next special occasion, and now it's too late to reverse charges through my card on my end. Had I known earlier that they weren't going to accommodate us, I would of complained the night of and moved rooms immediately. That or got my money back. I submitted another complaint right after I was denied a free stay to accommodate our first blunder. The issue was never addressed after that submission. To resolve this, I want a free night stay that doesn't face the building directly across the street, like the one in the picture I will provide, on the west side or a full refund to my card. I don't even need a river view, just one that doesn't face offices 100 feet away and actually has city skyline as written and as pictured.Business response
07/25/2023
Good Morning ********************,
Thank you for sharing about your recent experience at our property.
After reviewing your previous communication with our management team, I have found that we have offered a complimentary upgrade for your next stay. This offer still stands and I welcome you to contact me directly when you would like to utilize this upgrade. I can be reached at ******************************************************************.
Sincerely,
*******************************
Executive Assistant
Business response
07/25/2023
Good Morning ********************,
Thank you for sharing about your recent experience at our property.
After reviewing your previous communication with our management team, I have found that we have offered a complimentary upgrade for your next stay. This offer still stands and I welcome you to contact me directly when you would like to utilize this upgrade. I can be reached at ******************************************************************.
Sincerely,
*******************************
Executive Assistant
Initial Complaint
01/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Trump Hotels has had multiple unauthorized charges on our credit card. We ate at ********** on November 19. The server increased his tip by $5.00 (even though our receipt had $0 in the tip line since 20% was already added). I suspect this happens often where they increase the tip knowing people dont keep their receipts. I happened to have ours and saw the it was theft. We contacted the hotel and manager after manager said they would correct it without actually doing it. A third manager finally did, but it took more than three calls over a period of weeks. However, we then had an unauthorized charge in the amount of $10 on January 9, 2023, which was refunded. We had a third unauthorized charge of $2,008 on January 9. Our credit card company contacted and we confirmed it was fraud. We have had to close our credit card due to the three unauthorized charges at Trump. It creates a lot of work to save all of the recurring charges and account information linked to the account.Business response
01/31/2023
Good afternoon. We have reviewed the history of the guest's card and can confirm there were no charges for $ *******. The $44.80 was refunded on 01/09/23.
The card was authorized by the system, but this was only an authorization. This may have been what the guest saw. We have sent in a request to Fusebox to request an explanation.Customer response
02/01/2023
Complaint: 18944520
I am rejecting this response because:they charged $2,008. See attached picture of the screen shot showing the charge. Charges dont appear on accident. We were not in ******* at the time. The charge was unauthorized (as was the theft by their staff). My initial complaint included a picture of the contact from ***** asking if the $2,008 was authorized. It was not processed because we confirmed it was fraud. There is no reason the hotel should have placed any pending charge in that amount. We have had to close the credit card due to the three unauthorized charges at Trump hotels. We did speak to a manager there who confirmed the $2,008 was an error on their end. It has caused numerous hours of work on our end due to the theft from their staff as well as the additional charges.
Sincerely,
*************************Business response
02/06/2023
The Food and Beverage Director has been in contact with the guest. A resolution will be found during their conversation. Thank you.Customer response
02/09/2023
Complaint: 18944520
I am rejecting this response because:The response states that a manger has been in contact with me. That is a false statement. Nobody has contacted me regarding this BBB complaint. My phone number was provided with the complaint. As of today I have not been contacted nor do I have any voicemails. I also checked with my husband since he originally contacted Trump hotels with the initial complaint of the theft from the server. He also has not been contacted following this complaint. The last business response stated they were checking to see why we were charged $2,008 without authorization. I never received an update regarding why/how this happened. There has been no contact nor any proposed resolution as stated in the business response.
Sincerely,
*************************Business response
02/13/2023
The F&B Director got a hold of the guest and extended a gift certificate.Customer response
02/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
01/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had brunch at Trump Hotel ******* ********** *************************************************** on November 19, 2022. My wife was checking our credit card statement and noticed an additional $5.00 tip was charged in addition to the 20% service charge of $39.80. We did not add an additional $5.00. There is a visible number zero on the tip line of our customer copy of the receipt. I contacted the manager and the manager agreed to removed the service charge and the unauthorized $5.00. The manager failed to remove the charges, I called back and spoke to another manager who said they would remove the charges. They did not. I called a third time and spoke with a manager named *** who said the other two managers were no longer with the company and that he would remove the service charge and unauthorized $5.00 charge in the next ***** minutes. Four days later, all charges remain. At this point I have wasted a substantial amount of time dealing with the issue of their employee stealing our money. I am expecting full reimbursement of the bill in the amount of $267.18.Business response
06/18/2024
Kindly review the email thread below with *************** back in February 2023 concerning complaint #: ********.The credit was given to the guest and the issue was resolved.Please let me know if you have any questions.Best,*******************************Executive Office Manager***********************************P ************** | C **************VOTE HEREfor Trump Hotels inCond Nast Traveler's 2024 Readers' Choice Awards---------- Forwarded message ---------
From: ******************* <*********************************************************************>
Date: Tue, Jun 18, 2024 at 11:34 AM
Subject: Fwd: Terrace 16 Experience Recovery
To: ******************************* <******************************************************************>FYI for the BBB*******************Director of Food & Beverage***********************************P ************** | C **************---------- Forwarded message ---------
From: ******************* <*********************************************************************>
Date: Fri, May 19, 2023 at 12:40 PM
Subject: Fwd: Terrace 16 Experience Recovery
To: ******************* <****************************************************************>, *************************** <*****************************************************************************>, ***************************** <*****************************************************************>, *********************** <*************************************************************************>, ***************************** <*******************************************************************************>Team we have a reservation May 27th 9:30am for 5 people (*********************). They have a $250 credit due to guest recovery. I added it to their visit profile notes. Please lets ensure we recover this guest and everything goes well.Kind Regards,TRUMP INTERNATIONAL HOTEL & TOWER CHICAGO*******************Director of Food & Beverage***************************************P ************** | C **************---------- Forwarded message ---------
From: *************************** <*******************>
Date: Fri, May 19, 2023 at 9:48 AM
Subject: Re: Terrace 16 Experience Recovery
To: ******************* <*********************************************************************>Just following up since I did not receive a response.Get Outlook for iOSFrom: *************************** <*******************>
Sent: Wednesday, May 17, 2023 11:00:20 AM
To: ******************* <*********************************************************************>
Subject: Re: Terrace 16 Experience RecoveryWe will be in ******* and made a reservation for 9:30 Saturday May 27 (*******************).Please adivse what we need to do in order to receive the credit.Thanks.*************************From: ******************* <*********************************************************************>
Sent: Monday, February 13, 2023 1:25 PM
To: ******************* <*******************>
Subject: Terrace 16 Experience RecoveryHello ***************,Again I truly apologize for the experience you have had with our Property and I am hoping to recover our relationship moving forward. I extend a $250 value for you to visit any of our F&B departments whenever you have the opportunity to visit ******* in the future.Please send me an email whenever you decide to visit and I will inform my team of your credit.Hope you enjoy the remainder of your day.Warm RegardsTRUMP INTERNATIONAL HOTEL & TOWER CHICAGO*******************Director of Food & Beverage***********************************************************************P ************** | C **************Initial Complaint
11/09/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On 10/26/22, ********** moved our property out of the Trump Tower Residential Tower (46B). ***************************** and ************************* (residential front desk) made it very clear that the cost was $1,000 to move out and we gave a check for that (it cleared on 10/28/22). We were also to give a check (that would not be cashed) for $1,000. This was a deposit. It would not be cashed unless our movers caused damage. They did not. The Trump Tower attests to this. They cashed our $1,000 deposit check anyway (it cleared our bank on 10/28/22). Now, we are getting extreme problems getting the money back. We have requested a check in the mail from ************************* (he has denied it 100%). ************************* is asking us to sign a contract created by *******. The contract says they will direct deposit the $1,000 but can debit our checking account in the future for any reason they see fit. We do not agree to this under any circumstances. Needless to say, a business can mail a physical check. We do not plan to have any future dealings with this business so we'd like a physical check mailed to ********************************************************. Our mail is being forwarded successfully.Business response
11/21/2022
There has been a miscommunication in regard to the refund procedure. Our Director of Residence will be reaching out to the guest and will handle the mater internally.Customer response
11/22/2022
Complaint: 18379755
I am rejecting this response because:We have not received any communication from the director of residences - **********************************
We do not have our $1,000 check in the mail.
Sincerely,
***********************Customer response
11/22/2022
Complaint: 18379755
I am rejecting this response because:Note - I lived in The Trump Tower for nearly 13 years as an occupant/legal tenant.
The ******* document is a legal contract in which The Trump asks for our bank account numbers and permission to debit our account in the future. This is not required of any other owner or renter at The Trump Residences. We will not sign this agreement. We want our $1,000 check mailed to us like any other business would do.
We will only settle for our $1,000 check in the mail. Our original check was never supposed to be cashed in the first place and we have that in writing.
Sincerely,
***********************Business response
11/30/2022
Management communicated the check request via *******, which the "customer" has declined to utilize for reimbursement of the $1,000 security deposit. Management will prepare a check in the amount of $1,000 and have it delivered to an address other than *******************. Please have the "customer" provide a mailing address for the security deposit reimbursement.
Management will prepare a check in the amount of $1,000 and have it delivered to an address other than *******************. Please have the "customer" provide a mailing address for the security deposit reimbursement.
The "customer" is falsifying information, again. The security deposit was not furnished as certified funds and Management made, out of courtesy, an exception to receive the security deposit via personal check. Management will, out of courtesy yet again, refund the "customer" the $1,000 without agreeing to *******'s terms and conditions.Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a waxing with trump tower hotel on last Thursday ,and my lips was burned and bleeding because of the hot wax.one layer of my skin was peeled off because of the wax .I talked to the spa reception and she said that she will refund the 40 dollar waxing to me ,I don't think it is reasonable .I talked to the front desk and they asked me to talk to the reception of the spa .so I couldn't solve the problem .my skin was peel off for almost 5 days and she until the day I check out she said because she think I am almost recovered ,so that's fine .she didn't realised there is a fault for the employee to did not perform the procedure properly ,I spent almost 2k in their salon and they only wanted to give me a refund for 40 dollar and settle for everythingBusiness response
11/14/2022
We are deeply apologetic to find out that this case has not been closed to our guest's full satisfaction. We have in our records the incident with ********** as case resolved. The executive office will be reaching out to the guest personally.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed there on 3/31 and it was a disaster. What a clunker of a room. I paid for a fireplace and it made this mechanical broken sound and just lights up. Engineering arrived twice to fix it, but said they are just like that - been that way for years. Then no forks in the kitchen, but later they were found in the dishwasher, but it had not been run. Dini g at ********** for dinner, a worker was liberally spraying a green windex type cleaner on the tables around me. Spray, spray, spray. Seemingly all over my food. I think they gave me a ***** allowance for it. For breakfast at same place, I sat on the end window with one of the overhanging black lamps and there was dust bunnies falling from it onto my food. I showed the Japanese waiter and he said he'd tell housekeeping, instead of wiping it up right there. I took a picture and showed it to the front desk ladies upon checkout. Then, the day of check-in, I was taking a video outside the building of the City and walked into the hotel and a security guard accosted me to shut it off - that the renters who pay 11k monthly were more important and needed their privacy. He had so much white dandruff showing on his dark blue blazer. What disrespect! Also, at night, there is a service room for workers down the hall and they were moving a mattress and were talking so loud for like an hour. Ruined my sleep. This hotel is poorly run and rude. I reported all of this to the front desk or manager before leaving.Business response
06/18/2024
In response to complaint #: ********, our record shows that **************** was contacted by our Director of Rooms at the time who is no longer with us.
It is stated that an apology was extended by the Director of Rooms who wanted to find out more from the guest but the guest disconnected and did not return further attempts to contact.
Please let me know if you have any questions.
Best,Customer response
06/18/2024
Complaint: 16985062
I am rejecting this response because:That "story" is not true. Never got an apology, never talked on the phone. Trump Hotel was dirty and the fireplace was loud, with a recurring noise. Stay was ruined.
Sincerely,
**************Business response
06/18/2024
Good afternoon ****************,
Thank you for sharing your experience with us. Our current Director of Rooms, ***********************, will reach out to you directly via the email that you have provided in order to find a suitable resolution.
Kind regards,
*******************************
Executive Office Manager
Customer response
06/18/2024
Complaint: 16985062
I am rejecting this response because:When/if they do call or email me and we achieve resolution, then I'll close this BBB complaint. Thanks.
Sincerely,
**************
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