Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at this hotel in late September. Arriving guests are presented with a full page of disclosures which MUST be accepted to complete the checkin. One of these disclosures states that the hotel supports a local hospital and that by checking this box you agree to make a $1 donation. You are to notify the front desk if you are not willing to donate. But you still must agree to this donation to complete the check-in. There's no way around it. There's also no room for a dispute after you've checked that box if the property fails to make proper adjustment to the final bill.Given its innocuous placement, many guests overlook this disclosure or feel uneasy about asking to opt out of the $1 charge. Sure, it's a trivial amount, but this is essentially dignified pickpocketing. This business thinks if it takes $1 from your wallet and leaves you an obscure note with instructions for how to protest, it's a totally legit practice. What an ignoble stunt! I refused to check the donation box and was told by the clerk that he couldn't check me in and threatened to cancel my reservation. Really!? Management thinks they can hold guests hostage to their charitable giving policies which have NOTHING to do with their main line of business. It's great that this business has a noble cause, but it should pay into it from its OWN profit. Most people prefer to be charitable on THEIR terms, not be slighted or shamed into donating. Based on my experience I demand that the property MAKE THE CHARITABLE DONATION FIELD OPTIONAL. Guests should NOT be automatically opted in for financial giving and be subjected to indignities when they take issue with this practice.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our trip to ***** (06/19-22/24) was a nightmare at Trump Beach Resort, and had us dealing with maintenance and housekeeping rather than enjoying Miami as a family. Upon entering the suite (1214 & 1215), we were greeted with filthy moldy surfaces, hair along every corner, and broken furniture and fixtures, and a non-working bathroom.We immediately contacted housekeeping about the hair in the bathroom, the black grout, and black moldy shower curtains/pubic hair in shower. Moments later the bellhop arrived and gave a tour, ******* the cabinet door from the anchors. I called maintenance to repair it. Maintenance arrived and repaired the door, stating it happens all the time. After maintenance left and I noticed my toddler eating something. I checked her mouth and an old plastic anchor that maintenance left behind on the floor. Upon further inspection I found a second one on the kitchen floor. His negligence could have led to her choking.I noticed the tiles in the shower were misaligned, I touched them and they immediately shifted and nearly fell on me. The thinset behind the tiles as well as the grout between them has deteriorated and there is a risk of falling on anyone showering and cause lacerations. Our kids slept in 1215 and sneezed and coughed all night. The vents are completely blocked with filthy debris.The shower in 1215 didnt work, so we spent our last day dealing with housekeeping, maintenance, and management in an effort to fix things.We voiced our concerns to the manager on duty (*********************) whose only solution was to offer us a complimentary breakfast, but when paying nearly $4000 for a 2-bedroom suite and not being able to even utilize one of the bathrooms the entire trip (room 1215) it feels more like an insult. I provided videos and photos of the issues via email to management and they refuse to respond after receiving full payment and an additional charge they wont explain. Trip charge: $3949.46 and a surprise additional $13.73 charge.

  Customer response

  07/25/2024

  After directly contacting the general manager via telephone and then through additional emails, the Trump Beach Resort offered us a free night but I requested that they instead refund us the cost for one of our 3 nights to compensate for the miserable experience. They awarded us the refund. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  An employee with Trump International Beach Resort on 6/15/2023 set us up for a deep sea fishing day trip and wrote on a sticky note of an address and boat name on where to go. When we were already on the boat out fishing another company called and asked where we were because they said we paid to go on their boat. So basically, what happened is the employee sent our payment to the Lady ****** but sent us to the Therapy IV boat. So now we are out money to both companies and Lady ****** will not return our money and Trump Interntional who made this mistake will not refund our money either. We call and nobody will help us with this.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  arrived at the hotel on March 14, on March 15 my purse was stolen and my ***** passports and other ID were taken. my **** was used with my pin number which was last enter at the hotel Trump for a deposit. My daughter and I were treated very poorly, our room wasn't clean, the radar in the ceiling was leaking, had to ask for towels, toilet paper and other items. We were getting bites on our body, we didn't know where we were getting them from. I complained to the manager regarding getting our bill taken care of, but refused to do anything. I police report was filed on the stolen purse and regarding the pin being used.

*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. ↩