ComplaintsforHoliday Inn Express

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Illegitimate charges ********** charged me a smoking fee upon checking out. I am a non smoker and did not smoke at all. They are claiming the room smelled of cigarette smoke which is 100% false. I attempted to resolve this matter with the hotel directly. Spoke to ***** the front desk manager who was unwilling to refund this charge. I requested a call from their general manager to resolve this discrepancy. It has now been 3 days without a call or discuss these charges. I am requesting a refund as I am certain the room did not smell like smoke as again I am a non smoker.

  Business response

  02/05/2024

  Guest stayed at our location on January 5 , **** - January 7, ****. She was part of a group room block we had staying with us for a Quinceanera over the weekend. We had no issues with the guest on her first night staying with us until the second day on Saturday morning January 6 , ****. around noon they called for extra towels and when the staff member went up to their room a women open the door just enough for the staff member to hand out the towels and smoke came out of the room smelling like strong marijuana smell. The staff member reported the situation to her direct supervisor because she heard kids in the room and to let us know they were smoking in the room. Staff member was worried about the kids inhaling the smoke in the room as well. The Front Desk called the room but no answer. 

  The next day when the guest checked out the Manager on Duty went to the room and indeed the room smelled like it had been smoked in the room. The guest was aware our facility is 100% non- smoking and her signature on the registration card at check-in is proof and it can be provided upon request. When the Manager on Duty inspected the room, she also noticed the window screen was pooped open from the corner like if it had been removed. Because we are unable to sell the room until the smoke smell clears, we took the room out of order for two days . Room history can also be provided upon request. Our hotel charges a $250 smoking fee. 

  Upon checking every single guest is advice verbally and in writing of the hotel 100% NON-smoking policy, their signature is also required at checking acknowledging the NON-smoking policy andt this particular guest signed the registration card and can also be provided upon request. 

  Guest after checking out, called the hotel on January 11, ****, and spoke to our Manager on Duty, asking what the additional charges of the $250.00 amount were. manager on **** then explained the $250 were smoking charges and explained to her the room was smoked in, guest kept on denying she smoked in the room and the Manager on Duty kept repeating to her the same information. ***** was extremely rude and screaming very upset and wanted her money back we explained to her once again we are non- smoking hotel and she said we were fraud, and she was going take us to the BBB because of her smoking charges we reminder her about our policy at check in and she signed and agreed to it, then explained to her it was 100% non-smoking policy guest was angry she hung up on the Manager on Duty and was not happy with the charges she did not request a call back because guest knows the charges were valid. 

  
  

  Customer response

  02/05/2024

   I am rejecting this response because: I did not have kids in my room. I was not smoking in my room. I did not call for extra towels. 
  I believe they have the wrong room.

  my window was not opened and the screen was not opened at all. 

  
  

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