ComplaintsforLivINN Hotels (Fridley)

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a stay at this hotel from 01-7-2023 to 01-09-2023 upon arrival and checking in. I heard loud noises and other guest in the hallway having a party, I left and came back later on to sleep. I ended up checking out the hotel very early because of the ratchetness of this establishment. I checked out early and didn't try to get any of my money back, I understand it's a business and they need money. A day after checking out, this hotel charged me $250 for smoking, mind you I'm the General Manager for a car dealership, I don't smoke weed or use any types of drugs. I called to speak to housekeeping and the manager was very rude and went as far as yelling at me and accusing me of smoking weed, this is something the housekeeping manager teaches her staff to do just so be able to charge an extra $250 to innocent guest. I've reached out to corporate and i've yet to hear back or via phone or email. This is very unethical to take someones hard earned money with a lie and slander.

  Business response

  03/01/2023

  The reservation was made through Expedia.com as a prepaid reservation. The hotel was not made aware of any issues during the stay or of an early check out. In order to receive a refund for the stay, the guest would need to check out with the front desk the morning of departure.When the housekeeping department opened the room on the expected day of departure, the staff noticed smoke in the air and an overwhelming smell. As per our policy, we do not allow any smoking, candles, vaping, or flames of any kind. The guest signed the registration card at check in agreeing to this policy and allowing the hotel to charge a fee when smoking has occurred. The general manager followed up with the housekeeping department and assessed the charge to the guest. Due to the room being unable to rent for several days to clear smell we are unable to refund the fee.

  Customer response

  03/02/2023

   I am rejecting this response because:
  This business is committing fraud by submitting false responses and very unethical business practices. I checked out at the front desk and it was the housekeeping personnel that smoked weed in the room. I do not smoke weed, its their staff smoking weed in the rooms and then they charge their guest. This business will continue to defraud innocent guests and lie, they provided no receipts at check out because theyll lie. Dont have your staff smoking weed in the rooms and then try to hold the guest accountable. I will hire an attorney and take this up higher. 

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Checked out of the hotel 11/14/2021. Called and spoke with ******* 11/19/2021. Informed ******* that my $50 deposit had not been released or refunded yet. She stated that day them at she released my funds. 11/21/2021, my bank had still not received the deposit release. Called back that evening and spoke with ******, she stated that she could not help me and that I had to speak with a manager, she was very rude and snippy. I called back 11/22/2021 to inquire about my deposit with the manager. I spoke with ******* once again and she stated that there was no need for the manager and that she already released my deposit and to wait another 3 days. I informed her I do not feel comfortable waiting any longer and that my deposit should have been released the day I checked out, 11/15/2021. ******* then got very snappy, started calling me Girl(******* is a black woman and so am I, in the black community, when someone starts calling you girl its a sign of disrespect and demeaning of respect) she said it numerous times, purposely. I then asked her when the manager would be in, she proceeded to tell me Girl, I dont know, call back at 9 or something. They have not released or refunded my deposit and the racism/unprofessionalism.

  Business response

  11/23/2021

  We are sorry for this inconvenience, but we have indeed refunded the $50 deposit.  Refunds can take 5-7 business days to process.  We refunded the money and it was released to the guests bank.  Their bank can take 5-7 days to process and release the funds back to their account.  The refund has not been received by the guest.  This is a process that is out of our hands once we issue the refund at our hotel.    After we issue the refund at our hotel, then it is up to the guests bank to process it.   Again, the money has been received by the guest now, so this is resolved.

   

   

  Customer response

  11/26/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩