ComplaintsforNew Smyrna Beach Hotel And Suites

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was invited to a friends birthday staying at this hotel from August 6th-7th. My name was not in the reservation and my card was not the one provided for room charges. However my friend received multiple calls in the morning insisting they needed a separate card to come pay for the $13 breakfast I put on the room that morning, so of course I brought my card in to pay it. The women working the desk, Gail, tried to apply the resort fees onto my card as well, and I stopped her ti remind her that I was only here to pay for the breakfast Id had. Within the next hour I’d received a separate change of $337.50 on my card for “damage to the room”. Gail proceeded to show me pictures of confetti on the floor, only later insisting we’d gotten it into the pool and ruined the a/c vents(that’s a blatant lie and they refuse to provide pictures). We were also told the day prior that we could check out at noon, quoting “no harm no foul”, but had three different people bang on our door between 10:50-11:10 telling us to get out. The women Gail at check in made us uncomfortable to start, saying things like she thought she was going to have to turn us down because none of us were 21 (my friend was turning 26 and was the youngest one there). I’ve spoken to the best western complaint line who says they wont do anything regarding billing because it’s an independently owned property. They’ve messaged hotel management to call me back and I’ve tried calling again, but haven’t gotten a response from the hotel management team. My issues with this is that they charged an excessive fee for charges they’ve made up and proof doesn’t exist. They charged my card even though my name or card wasn’t the one applied to the account. I’ve called my credit card company who can only dispute the charge once it goes through and the company is standing by this $337.50 charge. Please help me get this charge reversed. Thank you! I’ve asked for pictures and an itemized bill but have not received either.

  Business response

  08/10/2023

  ***** ***** had a reservation from 8/6-8/7 and prepaid for the room through a third party. Guest put her credit card on file for incidentals upon check in. Guest went to the restaurant during her stay and put the charges on her room. On the departure date, guests credit card declined for restaurant fees as well as resort fees so we reached out to the number on file and guest in her party came down to put their card on file to pay. During this time, housekeeping was doing check out service in their room and room was covered in confetti. The confetti had gotten into the ac vents as well as blown out the balcony into the pool causing not only a huge mess and clean up, but also damage/clogging to the pool filters. Guest signed a waiver upon check in stating if any damage is done, hotel reserves the right to charge for said damages. Guest signed and agreed to all liability. Hotel assessed damaged fees and charged card on file accordingly. If guest would like to provide a different form of payment that will not decline, we can refund the prior payment method and charge the preferred. Please see attached documents. 

  Thanks. 

  Customer response

  08/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: The hotel has yet to provide pictures showing any actual damage that was done to the room or surrounding area, and the pictures uploaded show nothing more than a mess that can be easily cleaned up. As I mentioned before, we were told we could have a noon check out and had multiple staff members at our door before 11am telling us late check out was no longer available, so we didn't have the time to pack our things and clean up the decorations like we would have.

  Please provide a copy of an itemized invoice for the $337.50 charge.

  
  Sincerely,
  
  ******** *******

  Business response

  08/28/2023

  We have provided documentation necessary to support this complaint. Documentation of photos provide evidence of confetti sucked into ac vent. Guest signed upon check in agreeing to damage and liability costs. Guest's confetti damaged the ac vent in room as well as pool filters in pool. Hotel had to close the pool to clean the mess which not only caused excessive cleaning time, but also limited the time available to our other guests who were wanting to use the amenity.  Again, registration states guests' full responsibility. 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hotel was contacted in regards to numerous issues involved during stay. Terrible customer service experience and lack of cleanliness of the room was only part of the issue. My husband cut open his hand on the door to the patio from lack of maintenance of their rooms. hotel stated they would issue refund but seems that the telephone goes through many hands and they still have not follow through.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/24) */ On behalf of the hotel we have sincerely apologized for the inconvenience of what happened to your husband during your stay at our hotel. At no point during stay did the guest bring to our attention of anything relating to this incident. Guest booked through third party regardless which would require to be addressed with third party for any compensation or adjustments. Had the guest addressed this during stay we would have offered an incident report and medical care, however guest claimed that at checkout she still did not relay concerns because "the guy at the desk looked too young." At hotel level, guest checked in early and was not charged early in fee as well as being exempted from the resort fee totaling $40.00. Hotel cannot compensate further. Thank you. Consumer Response /* (3000, 7, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged a fee for checking in early which was charged to my credit card at the time of check in. I discussed all information with the hotel as well as the third party and told the staff on the phone I had contacted best western as soon as I left the hotel as no I did not want to confront the person who was working the desk that morning, and any other hotel chain would have never even thought twice about it because I did not feel comfortable. Period. Regardless all these events did happen at your hotel and these issues are not being taken care of. Business Response /* (4000, 9, 2022/03/28) */ On behalf of the hotel we have sincerely apologized for the inconvenience of what happened to your husband during your stay at our hotel. At no point during stay did the guest bring to our attention of anything relating to this incident. Guest booked through third party regardless which would require to be addressed with third party for any compensation or adjustments. Had the guest addressed this during stay we would have offered an incident report and medical care, however guest claimed that at checkout she still did not relay concerns because "the guy at the desk looked too young." At hotel level, guest checked in early and was not charged early in fee as well as being exempted from the resort fee totaling $40.00. Hotel cannot compensate further. Thank you.

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