Trump Taj Mahal

resolved

Review: The staff broke the bottom plastic stand to my brand new suitcase. Upon check-out of my hotel stay at the Taj Mahal, the bellman took my luggage to the valet, where my car was located, and the valet picked up my suitcase and asked me if the two black plastic pieces that were on the cart from the bellman, belonged to me. He told me they looked as if they belonged to the bottom of my suitcase. I looked, and they indeed belong to my suitcase. This was the first time I used my new suitcase, and it was in full tact when the bellman took it from my room. I spoke with the valet manager and I filed a complaint.

I called the loss prevention team, 5 days after the incident, they told me they didn't have record of my complaint, and it takes up to 3-5 business days. I informed the woman on the phone it had been 4 business days.

I called back the next day and left a message because nobody answered my call. Two days later, I received a decline letter stating that they weren't reimbursing me for the damage they did to my suitcase.

My suitcase was brand new, and I was simply looking for replacement cost. The way that the matter was cowardly handled, has made me outraged. I had pictures take of the damage, and it still wasn't good enough evidence to prove my point. Why would a bellman take my luggage out of my room with broken pieces, not attached? This is ridiculous.Desired Settlement: I would like $150 to replace the broken suitcase. I can't use it anymore because it doesn't stand up by itself.

Review: We stayed at the hotel on 1/2/16-1/3/16 in room 7102, when we woke up the morning of 1/3/16 myself along with my partner had multiple bed bug bites, I files a complaint with security, and was told I would be contacted in 3-5 business days , in regards to some sort of compensation, for the room and dry cleaning, as our clothing and luggage would need to be dry cleaned to ensure we didn't bring any bed bugs home. No one called as of today 1/14/16, I also submitted an email on 1/11/16 and received no response,, along with this complaint I have written a formal complaint and mailed to hotel business officeDesired Settlement: I would like a full refund and a complementary stay in a room that is bed bug and pest free

Business

Response:

This was the first contact I had regarding the incident. Immediately I reached out to the customer and apologized for her inconvenience. In addition I had her charges reversed on [redacted] and invited her back for an over night stay at no charge. The customer agreed and will be staying at the Trump Taj Mahal for the weekend, which we actually picked up both nights.In addition the customer before talking to me had put out a complaint on [redacted] In conclusion she was very apologetic for contacting both [redacted] and Better Business but felt she was being ignored. After our conversation she understood our policy on contacting customers and gathering info and agreed to reach out to you and to [redacted] to let you both know this was taken care of.If you should have any further questions please do not hesitate to contact my office.Yours truly,