Below is a letter I wrote to a staff member regrading my stay....it says it all.
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.
- 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
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- Also Known As:
- Trump Soho New York Hotel New York City