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“Beautiful hotel but VERY Unorganzied and Misleading” 1 of 5 bubbles
Review of Trump SoHo New York

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Trump SoHo New York
Ranked #114 of 463 Hotels in New York City
Certificate of Excellence
newtravels16
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Beautiful hotel but VERY Unorganzied and Misleading”
1 of 5 bubbles Reviewed 5 October 2011

Below is a letter I wrote to a staff member regrading my stay....it says it all.

Sara,


Thank you for contacting me. I am saddened as well and was extremely disappointed in our stay from start to finish. First let me explain and describe all the shortcomings and disappointments of your hotel. I called several times before our stay to ensure that the spa suite that I had booked was what we wanted and was as described on your site. I was also in contact with the Spa several times to ensure that our treatments were booked appropriately. I was assured each and every time that it was a suite with an adjacent treatment room where we could get our treatments and the rate included a $200 spa credit. This was an event I planned for 6 women for some time for a very close friend that is getting married this weekend and was supposed to be a fun and relaxing day.


Right after check in we went up to the first room the front desk had assigned to us to find that there was no adjacent treatment room and were told we would have to go to the spa for our treatments. Quite frankly why would I bother booking a "spa" suite and pay the extra money to have to go to the spa just as I would have done if I booked a regular room. So, unhappy with the arrangements I called the front desk. I had to call a minimum of 3 times and in each case I was told someone would call me right back. 15-20 minutes later we got a call back and were told there had been a misunderstanding and we were moved to a new room.


After moving to the new room we were told we would have access to the spa tub and showers for our entire stay and that our treatment room was a shared treatment room with the room next to us. Fine, I can handle a shared treatment room although no one ever told me that was the case the several times I called. Time for our first set of appointments, which were supposed to begin at 2:15. The massage therapists were late to get us and when they did come to get us we were informed that we would have to go to the spa to get our treatments since the guests in the room next to us were running behind in their treatments. Again, why would I pay for a spa suite if I had to go to the actual spa...I could have just booked a normal room. Again time for our second set of treatments this time the massage therapists were late once again. We called the spa since we were concerned about dinner reservations and having all 6 of the treatments completed on time we were told they were waiting for the second set of ladies for their services at the spa....again why would I book a spa suite if we had to go to the spa. Needless to say our massages ran very late, we missed our dinner reservation and luckily the restaurant was able to accommodate us at a later time.


When we returned to the hotel later that evening I wanted to take a nice hot bath in the hot tub in the adjacent room that we were told we would have access to throughout our entire stay. When I tried to get in my key didn't work. I immediately called the front desk and they sent someone who I believe was a manager up to our room. I explained the chain of events throughout the day and how I was completely disappointed in our stay. I explained that I expected to be compensated and he agreed. At the very least I feel like I should have only been charged the rate of a regular room since in reality we were not able to use the adjacent treatment room for our services.


To add insult to injury I just checked the charge to my credit card and I find that along with my room charge is the spa charge. I had already paid the spa directly for my spa treatment yet they continued to charge it to the room. Please give me a call at (xxx) xxx-xxxx in order to discuss how we can remedy this situation. I was completely disgusted in the chain of events during our stay and it was definitely not what I expected from a Trump property. I will be disputing the charge on my American Express if I do not hear from someone within the next 24 hours.


Thank you for your time and your prompt attention to this matter.

  • Stayed October 2011, travelled with friends
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
19 Thank newtravels16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear newtravel,

Thank you for sharing your comments. I am sorry to hear that your stay was less than perfect. We pride ourselves on our level of service, which many reviewers can attest to. I will speak to the team about your experience and look for ways in which we can improve. Regarding the issue with the room charges, I follow-up to ensure that this has all been sorted out.


Kind regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,843 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Esher, United Kingdom
Level Contributor
22 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 5 October 2011

Just got back to UK after spending 4 nights in one of the two bedroom suites on the 42nd floor, had a fantastic time and would definitely stay again. I will and have recommended Trump SoHo to friends and family.

Mr Thomas Ross

  • Stayed September 2011
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Teamtf1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear Mr. Thomas Ross,

Thank you for your comments. I am pleased to hear that you enjoyed your time with us and have already recommended us to friends and family. We look forward to welcoming you back in the future.

Kind regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
St. John's, Newfoundland
Level Contributor
26 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 bubbles Reviewed 5 October 2011

We loved it. When we arrived we upgraded to a suite which worked out way cheaper at the front desk than it would have been online. From the moment you arrive to the moment you leave the staff treat you with unlevelled attention whether you go around dressed in Gucci or Wrangler. Beautiful city views from the our room which was decked out with everything you would need for a stay in luxury. treat the misses and stay here if you visit for a weekend. The shops, bars and restaurant in the area alow you choices within minutes if not seconds of leaving the hotel.

Room Tip: Upgrade at the front desk rather than online.
See more room tips
  • Stayed October 2011, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank JD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear JD,

Thank you. I appreciate you sharing your positive feedback about your stay with us. We look forward to welcoming you back to NY.

Kind regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Adelaide
Level Contributor
19 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 4 October 2011

Spent 2 nights in this amazing hotel! We loved it a lot - the view was incredible as was the service. We paid for an upgrade to a suite for a view of the Empire State building and it was worth the extra.
Special thanks to Angel at the front door who was fantastic! If you can afford to pay for this high end hotel, then do it as it's worth the money.

  • Stayed September 2011
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank rtvg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear rtvg,

Thank you for your comments. I am pleased that you enjoyed the service and the view, and I will be sure to share this with Angel.


Kind regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Phoenix
Level Contributor
117 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 108 helpful votes
5 of 5 bubbles Reviewed 3 October 2011

Stayed at the Trump Soho for 4 nights (Sept 29th -Oct 3rd). Definitely impressed with the property. We were upgraded to a suite (room 3207) and it was really nice. It was a true suite with separate bed room/living room. The Bathroom had a bathtub with a view. The electronics in the room were really impressive. HD TV, TV remote that also controlled the curtains and room lights. The TV remote also illuminated when it was picked up so that you could see the buttons. There was a Nespresso maker and the staff restocked the capsules every day. The shower had an incredibly nice rain shower.
My only 2 complaints are that WiFi costs $15 a day and in the Café they automatically include gratuity on the bill which led to inconsistent service from the staff. Getting a refill on your coffee was like pulling teeth.

  • Stayed October 2011, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Billyphx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear Billyphyx,

Thank you for sharing your comments about your stay. I am happy that you enjoyed the views and amenities in your room. Regarding your experience in the Cafe, we do pride ourselves on our level of service, and I will speak to the team about your experience and look for ways in which we can improve. We look forward to welcoming you back in the future.

Best regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 2 October 2011

Let me tell you this hotel is TOP NOTCH! My husband and I stayed here for 10 days on our first trip to NYC. This hotel was so clean and so nice. The person at the front desk apologized for our view but we had a great view. If you look to the right we had a beautiful view of the Empore State Building. The housekeeping staff was so great. They would leave us slippers and other little surprises. The doormen were so friendly and helpful. The rest of the staff was fabulous as well. We had the time of our lives on our trip and a great part of that is because of the staff and the hotel itself at Trump Soho. One last thing, you can hear no street noise AT ALL. Great hotel!

  • Stayed September 2011
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Lorithib
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear Lorithib,

Thank you for your comments and for making Trump SoHo part of your first trip to NYC. I will be sure to share your customer service comments with the team here. We look forward to having you back when you return to The Big Apple.

Best regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Aberdeen, United Kingdom
Level Contributor
29 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed 2 October 2011

We stayed here for one week in September and it really made our week in NYC fantastic. We got upgraded to a big one bed suite on the 40 th floor, with views from the living area, bedroom and bathroom - and the bathtub! - of the Hudson, downtown NYC and Jersey. Bed was really comfy, and had many a bath after a lot of walking with a glass of wine watching the view. Hotel was beautiful, very modern and clean, very stylish. Good cocktails in the bar! Fab location, there was a subway two minutes walk away and very easy to get uptown in a short space of time. Soho and surrounding areas full of great shops, bars and restaurants and within easy walking distance, away from the hustle and bustle of midtown. Spa also fab. Staff very friendly. We would return!!!!

  • Stayed September 2011
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank allycampbell
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TrumpS0H0NYC, General Manager at Trump SoHo New York, responded to this review, 18 October 2011
Dear allycambell,

Thank you for sharing your comments. I am pleased that you enjoyed the hotel's location and amenities. We look forward to your return.

Best regards,
Mike Straube, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Trump SoHo New York

Property: Trump SoHo New York
Address: 246 Spring Street, New York City, NY 10013-1521
Region: United States > New York > New York City > Manhattan
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#23 Spa Hotel in New York City
#30 Business Hotel in New York City
#63 Family Hotel in New York City
#86 Romantic Hotel in New York City
#91 Luxury Hotel in New York City
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Trump SoHo New York 5*
Number of rooms: 391
Official Description (provided by the hotel):
Adding distinction to the skyline, Trump SoHo® New York brings a new perspective of Manhattan from its 391 guest rooms, providing unparalleled views of the city from floor-to-ceiling windows in the deluxe and premiere rooms and suites. The Spa at Trump® features New York's only luxury hammam experience, relaxation rooms and fitness center. Trump SoHo is pleased to welcome the new signature restaurant Koi SoHo, featuring an imaginative menu of contemporary Japanese cuisine. Plan your business or social gathering in one of the hotel's exclusive meeting and event spaces. Unwind over cocktails in The Library or retreat to the seasonal Bar d'Eau with its outdoor pool deck. Possessing one of the city’s most coveted locations where SoHo meets Tribeca and the West Village with celebrated art galleries, restaurants, shopping and nightlife, Trump SoHo New York is downtown like you’ve never experienced. ... more   less 
Reservation Options:
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Also Known As:
Trump Soho New York Hotel New York City

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