ComplaintsforInn At Kulaniapia Falls

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a dispute about a $250 smoking fee. We were charged $250 for smoking in the room. Their evidence was a cigarette package wrapper and **** in a garbage can. No one smoked in the room. My husband smoked in the parking lot as instructed. He disposed of the garbage in the bin. The policy does not say you can't throw a **** and wrapper in the bin. Manager is not refunding the fee.

  Business response

  09/20/2022

  After careful consideration, we have concluded that guest did smoke the room. We do not find the claim that they smoked in the instructed area credible because there are garbage cans there they could have used. It does not make sense to us why someone would not use those garbage cans, and instead bring smelly cigarette butts inside to throw away. Whatever the reason, the smell was so overpowering such that we had to take it out of inventory for two days. We appreciate that smokers have a hard time determining how strong the smell of smoke is to non smokers.

  Customer response

  09/21/2022

   
  Complaint: 17759813
  
  I am rejecting this response because:
  

  I am a non-smoker. That is why I would have never allowed smoking in the room as I do not allow smoking in my home or vehicle. My husband smoked in the parking lot as instructed. He did not see any garbage cans available, so he threw the **** in the room garbage can rather than litter. That is not evidence of smoking in the room or against their policy. Nowhere does it say not to throw out cigarette butts. If they do not want that, they could have just let us know, and we would have happily used another garbage can. It is laughable that the couple hours in the **** was in the can in the bathroom that it took your room out of commission for 2 days. 

   

  I just wanted this to be a warning to other customers of the condescending and accusatory tone of management at this hotel. Although it may seem cute to stay at this hotel from the pictures, you are at the mercy of their arrogant and condescending manager and have no real redress. Carefully read the one and two star reviews. The manager is a difficult person to communicate with and often lashes out at customers. Not a good feeling to have to deal with him during your vacation. There are many other failures at this hotel. Breakfast is "included" if you can get it. They have you reserve a breakfast time only to have you sit there for almost an hour before you have to leave for a prior commitment and not refund your money. There are plenty of other misleading issues at this hotel. Ready the reviews!

  
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