ComplaintsforCandlewood Suites

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a room at Candlewood suites 10520 W. Markham Street Little Rock, AR. I was told that the room would be $159.00 total, for one night, this was the night of June 27th. On checking in I asked for a none smoking room. I was told that all the rooms were none smoking which was good. I was told that I would have to put up a $50.00 deposit that would be returned to me within about 5 days if the room was OK. I was traveling with my adult son my 12 year old grandson who has asthma and uses a inhaler, we shared the one bedroom suite. I had my own bed coverings including pillow cases. I had a double or queen size bed which my grandson shared with me. My son had the couch. I used my son's card for the $50.00 deposit. I was assured the next morning by a staff member that the $50.00 would drop off in a a few days. 20 to 25 minutes after leaving the hotel my son received a text from his bank showing $50.00 plus $65.00 that the hotel has charged. So my son called the hotel and they told him that we were smoking in the room. So we went back to the hotel and the manager took us back to the room that they had staged, she showed me a little dot on the bedspread and a little dot on the wood dresser that she said was cigarette ashes. I reminded her that I asked for a none smoking room, We don't smoke, also I brought my suitcase back into the hotel and showed her my bedcovers that I used to cover the bed. But she insisted that we smoked in the room. We hàve filed a police report.

  Business response

  08/04/2023

  Dear Ashton,

   

  We did reach back out to Mrs. ****** prior to receiving the case. We wanted to make it right. We discussed the matter with Mrs. ****** and resolved the issue with an amicable resolution. The extra charge was reversed and payment was refunded back to the credit card on file. A sincere apology will given for any inconvenience. Mrs. ****** was very happy with the resolution.

   

  Thank you for your help in letting us know about the guest’s concern. Please let me know if I can be of further assistance.

   

  Respectfully,

  Thuy ***

  Candlewood Suites West Little Rock

  “Consider Us Home”

  10520 W. Markham

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