ComplaintsforCourtyard Vacaville

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After check out of 3 night stay at Marriott courtyard Vacaville, CA, I received an emailed folio of smoking fee for $250. I went back to hotel to dispute the charge as there was no smoking conducted in the room. When the staff failed to provide any evidence of smoking (as room attendants had been in the room during stay to clean and would have reported smoke or any uncleanliness issues) then changed their minds and decided it was going to be a cleaning fee. When asked why, the presumed manager presented a stained hand towel and did not provide any further evidence or logical explanation of why the smoking fee, conveniently turned cleaning fee was still applied. A stained hand towel doesn't constitute a deep cleaning fee. There was nothing in the room which prevented the staff renting the room the same day or subsequent nights. No overflow of trash, no stained bedding, no biohazards. The staff attempted many times to adjust the reasoning for fee or change the conversation to an irrelevant topics when effective questioning and logic reasoning was applied. Ultimately, it is unreasonable to believe a stained hand towel is reasoning enough to apply a "smoking fee" turned deep "cleaning fee" is applied for any situation similar as room attendants had been in the room the day prior & would have reported smoke or cleaning issues but it was not the case. I believe this was a targeted attack due to leaving the room 10 minutes after check out and an unsurmountable amount of complicit biases and stereotyping exercised by the staff. Requesting the fraudulent an erroneous $250 fee be returned.

  Business response

  08/07/2023

   Per our discussion at the time of your check-out, the reason you were charged the Smoke Free Environment fee was due to the fact that the guestroom smelled heavily of marijuana and had to be put out of order for deep cleaning. You are correct in saying that the towels were left stained but in addition, there were food and beverage stains on the carpet,the sofa sleeper mattress, the couch and the floor as well as colored playdough ground into the carpet. Because you said you had not smoked the marijuana in the room and therefore could not be charged a smoking fee, we told you that we would correctly change the name of the charge to a deep cleaning fee.Unfortunately, the charge had to remain due to the fact that the room had to be put out of order to be deep cleaned and deodorized in order to be ready for future guests.. I did send you pictures of the damage to the room via email.

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