ComplaintsforCasablanca Inn Hotel

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a non-smoking room in the hotel,I'm in the same room with my son and wife,It wasn't until I checked my credit card statement that I realized the hotel had charged me a $150 smoking cleaning fee.I called the hotel multiple times and asked to speak to their manager,They never return my calls and deny my refund request on BOOKING?This is the first time in many years of staying at a hotel that someone has charged me a smoking fee?

  

  Business response

  04/03/2024

  Hello, 

  The guest was charged a smoking fee for heavily smoking in our room. This is our policy. 

  There is nothing to be done on our end. 

   

  Customer response

  04/03/2024

  I am with my son and wife,I can not smoke in the room.

  Give the prove if they had it.

  I need a hearing.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never been more disappointed and disgusted with an experience at a hotel then at the Casablanca Inn in ************. If you do not want to contract Hep B or Hep A from using their jacuzzi avoid this hotel at all cost. Major Health and Safety is***!!!A little back story... I stayed at the Casablanca Inn on June 22, 2023, and upon check in I always ask "if the jacuzzi is open and is it clean." I have been staying at different hotels for a little over a month on business and a jacuzzi is and amenity I am looking for when I am paying $200 to $300 a night. When I checked in, I asked my usual question "Is the jacuzzi open and clean?" the receptionist stated "yes they just cleaned it yesterday". "Great" I said, and proceeded to sit in their jacuzzi for 2 and 1/2 hours with another co-worker who stayed with me. Around 9:45 pm in walks in a pool and jacuzzi cleaner (very nice) and he had a giant machine with him. We jokingly said "Oh are you here to drain the jacuzzi" (we were just joking since we were told at check in that is was cleaned the day before) and he said "yes I am here to drain it, in fact, the jacuzzi was supposed to be closed and no one allowed in it because a homeless man bathed in in with soap an chemicals last night and it needed to be cleaned and drained." I was in total shock and completely disgusted since we had been sitting in it for 2 and 1/2 hours and we were specifically told it had been cleaned the day before. We immediately went to the front counter to file a formal complaint. The maintenance manager ("J") was there along with the receptionist (she had been told by "J" that it was cleaned the day before and is why she told us it had been cleaned.) As we started to voice our concerns "J" was rude, dismissive, and didn't not care at all or even apologize. I asked for the hotel managers' number he claimed he didn't have it. So I requested to be immediately contacted by the hotel manager or owner to discuss the situation. The next morning at check out, I again asked to speak to the manager who was not there and again asked to have him to give me a call. It is now July 5th and I still have not heard back form anyone at this hotel and I have tried to contact them a half a dozen times. At this point I am going to contact the BBB, the local news station, and anyone else that needs to be aware of how they treat their customers and the disgusting way they handled the situation.The maintenance manager (*****) was so unprofessional, he speaks down to you, and could care less about your health or concerns. He will dismiss, ignore, and will refuse to provide you with an email or a business number to contact upper management or the owner. He will flat out tell you "to *** them, that is what their insurance is for. "If the owner of this hotel reads this, please contact me immediately and you all have my contact information.

  

  Business response

  08/11/2023

  Hello,
  
  On behalf of the CasaBlanca Inn, I would like to thank you for your feedback. We take all guest issues and complaints seriously, and always want our guests to have an exceptional experience while staying with us. 
  
  In response to the guest complaint that we received from *****, she is stating that the pool technician from our 3rd party company told them that he was there to drain it. Our pool and jacuzzi closes at 10pm. The guest claims that it was 9:45 pm when she had the conversation with the pool technician. We never told her that a homeless person had bathed in our jacuzzi. Our pool technician was on site to drain it and clean the area as per his usual routine maintenance. We have our jacuzzi drained every three months to ensure the purest quality for our guests. The guest may have heard another guest jokingly stating that they drained it for that reason, but we can assure you that this was not the case. We did not confirm the statement. Our maintenance supervisor spoke with the guest and stated, We do not know if a homeless man was in the water or not.
  
  Guest was very upset/irate and did not want to speak with our Supervisor on site that evening.  
  
  We did try and reach out to her two times that Monday, however we never heard back. This same review was also placed on Yelp, and the overall tone seemed negative and not genuine. It appears as if she was upset with having to pay a higher weekend rate and is wanting a discounted rate. 
  
  Please reach out if any additional information is needed.
  
  Respectfully,
  
  Casablanca Management 

   

  Customer response

  08/14/2023

  In response I 100% disagree with the Casablanca management team.  There are 7 witnesses that heard multiple employees admit that a homeless man bathed in the Jacuzzi the night before we sat in it for 2 and 1/2 hours.  The lady at checked in, *****, lady the checked me out, pool and jacuzzi cleaner, a guest, person who answered my phone call, and my co-worker who heard and participated in the complaint at the front desk.  I find it disturbing that the *** would flat out LIE and say the incident didn't happen.

  The *** is now claiming that the only reason the pool technician was on site was because it was time for the quarterly cleaning.  That makes zero sense, their LIE doesn't match up, since I was told at check-in that it had just been cleaned the night before.  If fact when I spoke to the front desk a few days later, she was the only one who apologized and said ***** told her it had been cleaned the night before and if she had known it hadn't been she would never have let us go in it.    When we complained at the front desk ***** admitted to myself and my co-worker that a homeless man indeed did bath in it the night before, but he added some chlorine, so it is fine.  If it was fine, then they wouldn't be draining it.

  In regard to me being very upset I am, this is a huge health and safety is***.   I cannot believe the *** is again LIEING and saying I did not want to speak with their supervisor on site that evening.  I asked several employees for the managers phone number.  I called several times and asked for a phone number or email.  The last time I called ***** told me "He was adamantly refusing to provide me with any contact information for the management team and to *** them that is what insurance is for".   They say they tried to reach out two times.  Did they leave any message, NO!

  I have been in contact with the health department, and I am in the process of a medical review to make sure I didn't contract anything from the Casablanca Inn Jacuzzi.

  

  Business response

  08/15/2023

  We are very sorry that ****** had such an unfortunate experience at our property. We originally reduced her bill by $80 but we can see that she is very upset so we have decided to refund her full stay at our property. 

  We are sorry for the misunderstanding. 

   

  Casablanca Management 

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This hotel was absolutely filthy and we had to be moved into a second room because the first one did not have running hot water for showering. The second room was even dirtier and we found old food, other peoples belongings, and black mold on every surface. The front desk employee was either mentally unwell or abusing a substance, and refused to give us her employers contact information, which we subsequently obtained via Expedia. After we complained that the second room had old food in it which our dog found and was eating (raisins, which are toxic for dogs and our dog only weighs 8 pounds), the employee told us that we were clearly unhappy and that she was going to kick us out of the hotel and call the police to ensure that we vacated the premises. We were very clear that we would be glad to have the police be involved as this escalated. She then reversed her stance and offered to comp our $40 pet fee and allow us to stay in the second room we were given. The entire experience has us shaken and convinced that this business should be reported. We have contacted her supervisor and are considering taking the hotel to Small Claims. Other people on Yelp have reported finding secret cameras in their rooms and having their possessions stolen by hotel employees. The amount of visible black mold that is present in both rooms that we stayed in is enough of a health risk to the public that we feel it is necessary to lodge a formal complaint.

  

  Business response

  10/31/2022

  Good Morning BBB,

  Out of good faith we will offer the guest a refund while in initiate an enteral investigation into this matter. I may personally be reached via phone or email. Please feel free to share my contact information with the consumer as they have requested. Please note some emails may get sent to spam folder automatically, for urgent matters please contact via phone and leave a message so I may return your call / email immediately. 

  Thank you,

  ***********************************

  General Manager 

  Cell: *************

  Email: **********************************

  Customer response

  10/31/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩