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:04/29/2025

  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 booked a room with this hotel via Expedia on 12/7/2024 (Itinerary # **************), where the hotel charged me $150 as deposit. I had to cancel it on 3/8/2025 due to change of plan but it was still within free cancellation period. I confirmed with Expedia that this hotel should be responsible for the refund of my deposit so i reached out to them.I tried to reach out to the hotel multiple times, where they acknowledged that they should refund my $150 deposit and the refund didn't go through automatically was due to they no longer have my credit card information. However, regardless of multiple attempts to provide all information they need (including also directly reaching out to their ******************************* I still haven't heard back from them and haven't received my refund.

  Business Response

  Date: 04/29/2025

  The amount was credited back from the Hotel on April 17th.  Our valued guest should have received those funds back as they were issued 12 days ago.

  Thank you!

  Customer Answer

  Date: 04/29/2025

   
  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.
  
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:01/16/2025

  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.

  We recently stayed at Trump International Hotel Las Vegas (Room# **** under name ******** ****) from December 29th, 2024, to January 1st, 2025. While my stay was pleasant overall, there was a cyber truck explosion incident that occurred during my visit significantly impacted my travel plans and caused us a good amount of financial loss. During that day, we were informed to evacuate the building in the early morning and lined up in the parking lot for hours until policemen set us free to go. We were not allowed to re-enter the hotel and hotel staff said there was no *** when we can get back to the room to retrieve our personal belongings and our car was locked down in the parking lot for further inspection. We were supposed to check out and leave Las Vegas that day but since the incident, we cannot get our rental car so we cannot make it to our next destination in ************. Also my wife is pregnant and needs to get rest after such a disruptive morning, we were forced to book a room at another hotel to stay one more night.The communication work is terrible from Trump hotel and we never got any update about the progress. We have no idea when we can get back and retrieve all our stuff and cars. Until the very next morning, we stopped by the hotel and found out they re-open for business by ourselves.We followed up with front desk staff during check out and asked if hotel has a plan to ensure fair compensation for our loss. They gave us the manager contact information, we tried to email, make phone calls multiple times a day in a week but he didn't bother give us a reply or call us back. Such a terrible management, they obviously don't care customers and not even bothering having a honest discussion.Below is the break down of our loss:1. Unanticipated stay in Las Vegas at **************************************** (01/01/2025): $503.54 2. Non-Refundable reservation near ************: $115.05 In total $751.25.

  Business Response

  Date: 01/31/2025

  Good Morning-

  Our guest has been responded to and we have agreed to mail them a check directly for any inconveniences that they incurred due to the unfortunate incident in front of our hotel on January 1st.

  Thank you!

  Customer Answer

  Date: 02/14/2025

  I am still waiting for the check as promised by the business owner to compensate my loss. It's been 3 weeks and nothing received yet. I would like to keep the complaint open until they fulfill their promise.

  Customer Answer

  Date: 03/18/2025

  Hi,

  I can confirm Trump International Hotel has sent me the check to compensate my loss as promised. Please help me mark this issue as resolved. I am satisfied with the resolution.

   

  Thanks!

• Initial Complaint

  Date:07/04/2024

  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 booked and paid for the Trump hotel from June 2 to June ******************************************************* with no problem. The reservation booking for the following nights are splitted (but it is all the very same room type across all the split bookings) so I needed to extend the room a few times. When I tried to extend the reservation one night, the front desk agent claimed that I am staying in the wrong room and I needed to pay more for that room for my previous stay and need to pay more to extend it as well, which was a problem that was never communicated to me when I first checked in. I said I need to think about it and come back later to extend the room, since it is middle of the night and I needed to pack my stuff if I need to change room anyways, she replied "no matter when you come back, I will leave a note in the system and make sure you will get charged" as if I am some sort of thief trying to take advantage of their hotel, and it is such a crime that I did not want to make a decision on the spot. The condescending tone she used feels very much like she think I am a criminal and she caught me and wanted to make sure I know that she caught me. I actually had a great night that night before this incident and it completely ruined my mood. It antagonized me so much that I was not able to sleep that night at all and ruined the whole trip for **** complained about this to the hotel manager on 5 am when I was not able to sleep and got nothing but a templated response that still has a [hotel name] placeholder in the response. And when I replied and asked for a resolution, he never replied again.This is such a disgusting experience that ruined my whole trip and caused loads of repulsive feelings that I would never want even if they pay me to experience it. This is not the 5 star hotel experience that I paid for. Please refund my stay.

  Business Response

  Date: 07/26/2024

  I'm grateful that I was made aware of these concerns.  Traditionally, a guest will reach out to the hotel directly to resolve their concerns.  Either way, I'm glad to have been provided your perspective on your experience.  In researching the recent stay, you extended your stay seven times, which encouraging for me to think that you were enjoying your experience in the hotel.  You booked through a third party and received a specific rate through them.  If you called down to extend through us, the rate would have been different, maybe even higher.  While I'm not able to hear the communication, I would have to imagine that the Front desk was saying that the rate would be different and that we couldn't honor the same rate from the first night.  In addition, the first reservation was placed into a Studio strip view, when a Studio city view was booked.  I would have to assume that the Front Desk agent was sharing with you that if you stayover, we would need to place you into a City view, as originally booked.  If this were one contiguous reservation of 11 nights, then we would certainly allow for the upgrade at check in to stand.  Since this 11 night stay was booked with 7 back to back reservations, we anticipate that you will check out of the first room at the departure date, so we may have blocked that room for another guest or the owner of that room may have needed the room.  

  I apologize that you were made to feel a certain way and I would hope that nobody in the hotel would speak to you in a manner that was unprofessional.  I can share that the explanation provided would be for one of the aforementioned reasons.  The only note that I see on any of the 7 reservation relative to this is "ok to keep in the same room at no cost."  We ended up leaving you in the upgraded strip view the entire time and not placing you back into the city view... even though they were new reservations.  I'm  happy that the team was able to do that on your behalf.

  I will address any team members who spoke to you and made you feel the way that you did.  In the end, I'm happy you received the services agreed upon and that we were able to place you in an upgraded room and leave you there for your stay.

  
  

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21941325
  
  I am rejecting this response because:

  The hotels response lied about what I said regarding the issue, specifically the insulting language from their staff, and their response changed the subject to the difference between the room, like I said before, I had no problem if I needed to change the room, it was the horrible attitude that made the experience so bad. The hotel response mistakenly assumed I liked the hotel stay due to multiple booking, like I said, the third party booking website splitted booking. In fact, I left the second night after this incident even though I planned to stay longer originally if that incident did not happened.

  The hotels response also lied regarding what they were assuming when the guest extend the stay. Several front desk agent told me I would just be staying in the same room when I extend unless I specifically requested. I can only imagine the hotel saying they assume I would leave the room simply because they want to twist the story and lie to make them look less horrible.

  The response also lied about the interaction I described with the hotel after the incident saying I should have reached out to them instead of BBB. In fact, I contacted the hotel in multiple ways before BBB and already described the interaction in my first message. The hotel were aware of it and send me response emails that acknowledged the problem but didnt address it, hence the contact via BBB. The hotels response couldnt be more dishonest.
  

  It is very clear that the hotel couldnt be bothered to conduct an investigation or even just read through my original BBB message, they simply dismiss the problem and lied to say I was the issue. This is the kind of customer service you can expect at *********************************************, so think twice befitting spending five thousand dollars like I did at this hotel.
  
  Sincerely,
  
  Xuetong Gai

  Business Response

  Date: 07/29/2024

  Good afternoon-

  I took a considerable amount of time to look into the matter and reply to the complaint.  It's difficult to read that you feel "I lied" in my response.  The fact of the matter is that I was not present to hear the interaction, so I have to go off of supposition and what I can see on the reservations.  Please know that I never lied.  I simply applied logic to the concerns and what the reality of the situation was.  ***** times communication can be a challenge.  The message sent was not the message received or vice versa.  I attempted to take the subjectivity out of the exchange and simply look at the details surrounding your stay, that are factual.  I would not "lie" and the company would not want me to "lie" on their behalf.  Integrity means a lot to me.

  I apologize if any of the team member's tone was offensive or if their word choice was ****.  Again, I can only assume that the message that was attempting to be delivered didn't get across as intended, for whatever reason.  At the end of the day, services were rendered, and the room was occupied for the number of nights that were charged.  I will address the entire team up front regarding their approach.  We have fantastic service scores and we take our exchanges with our guests very seriously.  Our goal is for every individual who walks through our doors to have an enjoyable experience.  It saddens me that you left not feeling that way.  I hope that we have an opportunity in the future to serve you again, should you provide us with the responsibility.  It would be my pleasure to arrange your accommodations for your personally.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 stayed at trump the 24th and 25th of December. The morning of the 25th , I got up and filled the tub for a jetted bath. I got in and the jets did not work. After talking to the trump employees, they related to me that the tub was not working because a part had been ordered for the pump . So the room was provided that did not have a working jetted tub. So we were moved from this room to another room.On the 24th , my wife unpacked all of our clothes. So on the 25th she had to repack the clothes to move. The entire process cost us a least a half of Christmas day dealing with this.Plus I left my charging cord in the old room , I went back to get it and I could not access the room with the key. They disabled our key before we had even moved out of the room. I was told by the front deck that they would talk to housecleaning about it. As a result , I could not charge my phone and did not have access to it most the of day. In summary this was an inconvenience that caused the loss of at least a half day in las Vegas for xmas, as a result being given a room without a working jetted tub. I dont feel I should have to pay for the defective room. Not only because of the room not being as advertised but the inconvenience caused by having to move to a different room. I asked to talk to management about this, I was told they would contact me.They never did. I would expect I would have received an apology and some type of compensation.

  Business Response

  Date: 01/10/2024

  I'm grateful that I have been made aware of the challenge that ********************** experienced during his most recent stay with us.  I wish that I would have been made aware of the dissatisfaction while he was still with us so that I could have addressed the issue.  Either way, I'm grateful that I have now been made aware.  

  I apologize that the jacuzzi tub in the room did not function as intended.  Unfortunately, these types of challenges can occur and we have to find out from the guest directly.  I'm happy that we were able to relocate the guest to a like accommodation and resolve the challenge.  Please reach out to me directly at ***************************************************************************.  Looking forward to providing a resolution for the inconveniences that were incurred.

   

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21077539
  
  I am rejecting this response because: They knew the tub did not work when I get the room.  They knew i wanted to talk to management and management did not respond.  Twice
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/25/2024

  **********************-

  I had extended an invitation for you to reach out to me directly at my email address, *************************************************************** to further discuss the matter.  The invitation is still extended and I hope to hear from you.  

  We genuinely appreciate your patronage and being able to serve you as many times as we have.  Looking forward to hearing from you through my email address for further discussion.

  Yours in service, 

  *************************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21077539
  
  I am rejecting this response because: I wrote them two emails as was requested.  I have never received any response back from them.

  one was on the 25th of january.  and one was on the 1st of feb.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/22/2023

  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 reserved 8 nights 05/24/2023-06/01/2023 the Trump International hotel LAS VEGAS for $1751.13. 05/25/2023 my husband ****** left the room to have the meeting and forgot to take the room card. Unfortunately, he couldnt enter the room because we others were out for fun, so he asked the counter ******************(short as JZ below ) for help. ** refused very coldly. My husband ****** asked if theres any help he can get to access the room without calling me back, ** refused. My husband suggested that the security can follow him to the room to get ID (Since both my and my husbands DL expired 05/25/2023, we took Passports with us just in case), ** rejected as well and refused to talk to my husband.My husband asked if theres any higher level manager he can talk to, ** said hes the HIGHEST MANAGER in the building. When asked if theres anybody whose level is between his and TRUMPs, JZ mocked my husband with his colleagues: he(my husband) wants to talk to TRUMP.When my husband dialed the customer service to ask for help, Security supervisor manager ******* came and tried to stop him to talk to the customer service. And she requested my husband to stay away from the counter and threatened that if not they would evict him because they regard him as a non-authorities guest. When I came back and showed them My DL, I heard **'s very cold and angry voice to my husband: youre a liar!!! My husband tried to tell ** that our DL expired and our passports were inside the room, ** refused again: IM DONE TALKING. Whats more, ** complained to me that I SHOULD add my husbands name into the reservation. I told him nobody asked me to do so, He said they did (even if he was not there when we checked in). When I wanted to tell him to check the lobby camera, he said again: IM DONE TALKING!!Are we the customers responsible for the hotel's mistakes, insults, and attempted evictions?

  Business Response

  Date: 12/18/2023

  I am extremely grateful that you took your valuable time to share these experiences through this medium.  I feel terrible that your experience happened the way that you explained, and I wish that I was made aware of these challenges while you were with us so that I could have addressed them in a speedy, satisfactory manner.  With that said, please accept my apology, even though it is reactive in nature.  

  To start, the team member that you mentioned in your review is no longer employed at our hotel.

  Regarding the situation specifically, we will not provide a room key or grant ****** to any guest whose name is not listed on the reservation.  In all hotels, there is an option to add the names of those traveling with you to the reservation.  This will allow for the team to then provide a room key to anybody listed on the reservation.  This becomes a point of contention from time to time, although we will always err on the side of security and privacy for our guests.  

  Please rest assured that I will address the encounter with our entire team as a refresher to always keep this policy, and to maintain their professionalism and decorum while communicating with the guest about it.

  I hope that you will take the opportunity to return to the Trump International Hotel the next time that you are in Las Vegas.  I am extremely grateful for your patronage and your feedback which will allow for us to improve and ensure that others will not endure the treatment that you shared in your comments.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20905270
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Upon checking into the room we find multiple dirty towels, some with pubic hair on them. Housekeeping sends up additional towels and they are still dirty. One had a bug with wings on it. When I pointed this out to housekeeping, they just flicked off and handed the towels to me. I expanded some of the additional towels provided and they were still dirty with yellow and/or gray stains. On a different day, while we were taking a nap in the afternoon and not fully dressed, housekeeping entered our room without notification, despite a privacy label placed on our door. When I called out to ask who it was, the person who entered retreated without saying anything. I got dressed to confront them only to find the hallway empty except for a housekeeping cart parked in front of our room and a bunch of trash. No resolution was suggested when I called down to front desk to inform them about the incident. I dont feel safe staying in this hotel, whether its on the basis of hygiene or room safety. Comfort and safety are some of the most basic things a five star hotel should at least provide.

• Initial Complaint

  Date:03/13/2023

  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.

  Purchased a trip through Priceline with three people including me for April *****, 2023. The Trump Hotel is where we booked our stay and paid over $700 for the hotel. One of the three passengers thats going, an honest mistake. I put his name down incorrectly for the flight. I had to cancel the trip completely due to rates changing constantly, to get his name to match his I.D. for the plane. Gotten ahold of the Hotel, and they are saying that its a 100% penalty charge. So no refund will be given. Okay, fine. Asked if they will rebook our stay to **** I was told unfortunately due to the policy l chose, it can not be modified and will have to pay for another stay. I asked to speak with a manager and gave them my information because they were in a meeting and never received and phone call back.All l am asking is for the hotel to work with us and rebook, because we want to stay at the hotel. Especially since l have already paid the $700. We arent canceling because we changed our mind or cant go. I had to cancel so that l could put the correct name in for the flight and rebook our trip for a date in May instead of April.

  Business Response

  Date: 03/31/2023

  Good day ****************, 

  My apologies, however, the hotel has no ability to adjust the dates of your reservations as they were booked with Priceline and paid to Priceline directly. We are happy to notate the reservation that you may cancel and the hotel will not charge a penalty to Priceline, but please understand, ultimately it is Pricelines decision to refund you. 

  Thank you,

• Initial Complaint

  Date:03/08/2023

  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.

  My husband and I booked the hotel through Expedia from march 2-4. We checked in and noticed that the shower was not draining the next morning. As we both need to get ready I was unable to shower and only my husband did with the shower water up to his ankle. We asked them to come in to fix or change rooms when we get back to the hotel. They changed our room and so we had moved all our belongings to the new room and upon going into the new room we noticed the air conditioner wasnt working so they sent an engineer to fix the problem. Once that was done after awhile we noticed that one of the closet was filled with mens clothing and other toiletries like medication and trash bags. Again we notified the supervisor ******. He apologized and sent the inspector/house cleaner and she immediately yelled at us saying WHY DID YOU OPEN THIS CLOSETThis is the owners clothes oh my gosh!! And she accused us of opening the closet when it was locked and asked why we were in that room. Then ****** said he will move us to a bigger room and they had the ******* come and take our belongings to a different room and once we got to the room we finally were able to relax as nothing was wrong with the room and I was able to take a much needed shower and as soon as I was done the phone rings and it was ****** telling us that we needed to vacate the property as we can not have an employee feel unsafe??? So he told us he will send a ******* to gather our belongings and for us to immediately vacate the property. Not giving us any time to find another place or to even pack our belongings once again. The security waited until we left and followed us to the lobby and outside while we were waiting for an Uber and read us the trespassing rights. This was the most embarrassing moment experience we have ever felt in Las Vegas . We frequent Vegas as we have close friends and business clients to meet with on a regular basis. We have never felt mistreated and felt like we were criminals at the trump international hotel. A 5 star hotel??

  Business Response

  Date: 03/21/2023

  Good afternoon, 

  Guests were asked to depart the hotel due to their conduct and behavior towards multiple hotel staff members which included screaming and using profanity. The guest was explained that his behavior and aggressive interactions with staff members was the reason the hotel asked them to depart the property. Only one night room and tax was charged and resort fee was waived for mechanical issues. ***** was not charged for their second night and no early departure fee was charged. 

  Thank you, 

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19558818
  
  I am rejecting this response because: I have to disagree with what they are saying. My husband elevated his voice from all the inconvenience we had experienced at the hotel. And asked the inspector to leave the room when they are the ones who put us there to have us get accused that we should not of been in that room.  I have checked with my credit card company and they did not refund the resort fee and we already paid Expedia for two nights so for them to say that we stayed at there property and they decided to change the itinerary to one night stay is unacceptable and we had to pay another 280 to stay one night at the Hilton for last minute booking. How is this a fair responds from the hotel when we were forced out after paying two nights and getting switched from room to room and then getting kicked out immediately and having them read the trespassing rights to us waiting for a rideshare. I want trump hotel for an apology and refund for our stay at the hotel. ****** was offering to pay for both resort fees as well as credit us 190 for ** to have dinner and drinks at the hotel and now they are not willing to credit us anything for the horrible experience we shared at the Trump international hotel in Vegas .
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/31/2023

  Good day ***************, 

  I do apologize, however, due to the conduct on property the room and tax for the night of 3/2/23 will not be refunded; the Resort Fees were not charged to you, and we have noted the reservation that you may receive a refund for the night of March 3rd from Expedia. 

  Thank you,