Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Groupon special, which was a 60 min couple's massage with two glasses of bubbly. For starters, the booking experience was very unpleasant and difficult for me. I do not remember the order, but I had spoke to a Kayla, ******* ****** (sp?) and ******* ********. I had expressed that I would like to book an appointment and that I am a Groupon special holder and that is what caused the shift. The tones and attitudes changed once it was established I had a Groupon cert. Every team member gave me the same response and blatantly lacked compassion. They would simply explain the same exact thing, with a very matter of fact tone and made no efforts to aid or even let me down gently. They'd explained that I am only allowed to book certain windows and there would be no exceptions, despite the fact they had MANY openings and were NOT fully booked. It just made me feel stuck, unappreciated, invaluable, and a direct form of discrimination. If you are not elite enough, you will feel it and they will make sure of it. That's the feeling I walked away with. Eventually, I made my appointment (reluctantly) and I ultimately enjoyed the massage itself, however, the booking process as a Groupon holder is very unfair, unfriendly, and undermining. I can understand policies, but I also understand favor, exceptions, and status. In fact, the supervisor's attitude was the worst. Neither member during the booking/inquiry process went above the bare, and I do mean bare minimum, to make me feel equal, at ease, or valued as a client (even as a Groupon customer). And they were all unapologetic about it. It is just sad. Would not recommend booking via Groupon package you may not feel you're treated fairly, because they're going to make sure you know/feel you're a third party customer/client.

  Business Response

  Date: 05/02/2025

  Thank you for taking the time to share your experience. I truly regret that the booking process left you feeling anything less than valued, as this is never our intention.
  We welcome all guests equally, regardless of how their appointments are booked. To ensure a balanced schedule for all guests including hotel visitors, residents, and outside bookings we have a daily capacity for Groupon vouchers. This policy is in place to ensure the quality of service we provide to everyone. At the time of your inquiry, we had reached that capacity, which was explained by several members of our team, including our leadership.
  I am very sorry if the communication felt impersonal or rigid; it was our teams responsibility to uphold these policies fairly and consistently. I appreciate your acknowledgment that you enjoyed your massage, and I hope that experience showed the genuine care we strive to provide to every guest once in our spa.
  Your feedback is important to us and will be shared with our team to continue improving the guest experience wherever possible. Should you consider visiting us again, I would be happy to personally assist with your reservation to ensure everything is seamless.
  Thank you again for helping us grow through your feedback.
  Warm regards,
  ******** *******
  Executive Office Manager
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23276460
  
  I am rejecting this response because: the rep ******* clearly provided a generic response. It seems and feels very disingenuous, as were the **** during the booking process. Seems to be normal code here. Offered nothing but the generic customer service response they THINK are acceptable. This is absolutely inadequate for the magnitude of my damage and booking experience. One thing they have demonstrated for sure is their genuine dedication to not ensuring exceptional service, their dedication to personal gain and their dedication to avoiding resolution and retention for those other than the wealthy. Your willful negligence is disturbing and further validates my point. 
  
  Sincerely,
  
  Nee ********

  Business Response

  Date: 05/08/2025

  Good morning,

  Our Director of Spa & Fitness, ******* ********, has informed me that she has personally reached out and has resolved the matter. Thank you.

  Customer Answer

  Date: 05/09/2025

   
  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. I appreciate ******* reaching out and listening to me. I provided some honest feedback from a true consumer as well as someone who has worked in customer service for 10+ years and hope it sticks. Thanks *******.
  
  Sincerely,
  
  Nee

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked into unit at 2:45pm got to unit and requested bucket of ice. 40 mins later i called back asking were ice was i was told here it comes right now 30 min s later i called again 3rd time now asking were ice was finally hour half later it came. I tried to order dinner i was told 2 hour wait so canceled that. woke up at 8 am ordered food to room and 3 hours later still no food. I went to complaint to ****** the so called manager and he sat there with a dead look on his face and said what do you want me to do about it. lol really this is 4 star resort and u don't know how to handle a situation like this.

  Business Response

  Date: 03/21/2025

  Mr. ******* was extremely rude to our associates and I have included our security report of the incident to this email.

   

  He has been banned from our property.

  Kind regards, 

  ********

  TRUMP INTERNATIONAL HOTEL & TOWER CHICAGO ******** ******* Executive Office Manager *************************************** P (312) ********C ************** VOTE HEREfor Trump Hotels in Travel & Leisure's2025 World's Best Award

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23069993
  
  I am rejecting this response because: this is not a reason for me to accept the way I was treated! I live 4 buildings over from trump hotel and rented the room as I wanted service! Yes I was upset as I paid $1179.00 to rent a room for the night and had to call 3 times for ice to be delivered to the room over an hour and a half. That night i requested dinner and was told it would be two hours for food delivery so we canceled and went somewhere else. We woke up to go get breakfast and found the restaurant to be closed and no one told us it would be closed. We had then ordered room service around 8am. No one told us they were behind and it would take hours to get food delivered to the room. When i called to see why food was not there 2 hours later i was told it would be another 35 to 45 minutes and at that point i said cancel it. We rented the room so we could be at building for river dying but do to us waiting in room for food we missed the river dying. This is a top hotel and service is expected specially when you pay $1179 for that service.  The breakfast was complimentary due to the fact i booked it on amex so breakfast was included in my price I paid not free cause they credited it back to us. I expect some sort of compensation given back for the service I paid for but didn't get. When i went to speak to manager he looked me in the face and said nothing instead of tryin g to rectify the problem and make a guest happy! 
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/04/2025

  All of the wait times were quoted to him as you can read in our security report. I am not quite sure how much more proof we need to provide to show that this is an unreasonable complaint. *** Director of ************ tried to reason with him but he would not cooperate. Please have this complaint removed. Thank you.
   
  Kind regards, 
  ********

• Initial Complaint

  Date:10/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 fees

  Business Response

  Date: 11/26/2024

  Dear Mr. ******************** you for letting us know about this matter and allowing me to clarify your concerns.
  
  Your original reservation, made via Expedia, was for the 15th. However, there are no notes in the reservation from ******* indicating that you were going to arrive early on the 16th; the room ran as a "no-show."
  
  When you arrived on the 16th, we reinstated the reservation and adjusted the no-show. As a gesture of goodwill, we did not charge you for that night.
  
  Your other charges are for the restaurant, minibar, and parking.
  
  Please let me know if you have any questions.

  Kind regards, 

  ********

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 YOU

  Business Response

  Date: 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

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date:01/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 02/13/2023

  The F&B Director got a hold of the guest and extended a gift certificate. 

  Customer Answer

  Date: 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

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 in Cond 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 iOS

  ---

  From: *************************** <*******************>
  Sent: Wednesday, May 17, 2023 11:00:20 AM
  To: ******************* <*********************************************************************>
  Subject: Re: Terrace 16 Experience Recovery

   

  We 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 Recovery

   

  Hello ***************,

   

  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 Regards
  

  TRUMP INTERNATIONAL HOTEL & TOWER CHICAGO ******************* Director of Food & Beverage *********************************************************************** P ************** | C **************

• Initial Complaint

  Date:11/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 everything

  Business Response

  Date: 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.