ComplaintsforThe Brewster Inn

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a severe medical condition. That requires me to utilize medical cannabis. The staff smelled it on me and went against my right to use my medication on the property. Telling me I smoked in the room. I proved I did not. So they said their policy is no smoking on the grounds. However, I am epileptic and need to do so in a respectful fashion. So as to be able to live. This place taking more money from me is completely absurb.

  Business response

  04/01/2024

  BBB spoke to the Business Manager and the following was relayed: We are a non-smoking property.   That is our company policy.  It is posted on our website and a copy of that policy is also given to customers in their confirmation email after the book.  That is in addition to the posted signage.   I respect his life choices and had we not gotten multiple complaints about the smoke, we probably would not have said anything.  However, we were getting complaints from hotel guests and restaurant guests, both.  Therefore, we had to enforce our non-smoking policy because diners and guests were complaining.  I had to comp some restaurant guests' meals because they complained that they couldn't eat due to the excessive smoke and smell bothering them.  Thank you for your time and consideration.  

  Customer response

  04/05/2024

  The person that has responded to the BBB from The Brewster had failed to metion the specifics and then made up new excuses. The buttom line is they took hundreds from my account. With no authorization. I am fighting it with my bank and the Americans with Disabilities Act is being informed. I smoked legal and medical cannabis once I was parked. For the evening. I walked in to their hotel after. The smell was noticed by the bar tender. At which point, my witnesses also noticed them being chatty and unprofessional. Nobody told me that they charged me that night. Not the next day. There was never anything hard to get rid of and I am giving them a defense and things to argue when the bottom line is that they can NOT have a policy that forbids me to smoke in my car so that I don't have seizures and so that I can eat and sleep. That is my right. I don't want to have to utilize cannabis to have a decent evening. I stay at hotels all of the time for work. I have NEVER had this issue. EVER. They were out of line, stole and are lieing. Any comps that they gave to customers either day, are not my fault and the next day they absolutely were debating with me that it was from the night before and we couldn't smell anything. I have a witnesses that stayed with me that night. She didn't want to drive home. Both of us are creditable, professional and highly offended with the cowardly way they handled this. They added the fee and even asked for another card. Because the fee was so high, it got rejected. They still didn't tell me they were running it for $517$300 more for a smoking fee for coming in the day before. Smelling like medical cannabis from my car. They had no answer for it. Other than the charge was from the night before I had even gone to my room. I was still eating dinner when they put the $300 charge on my room and the card rejected. I hadn't even brought in any cannabis in dry form. It stayed in my car. They were mad that I smelled of it when I came in. Thankfully I have witnesses from the night and 1 who stayed over with me and heard the foolish excuses they gave to a retired firefighter. I am not a drug addicted and do NOT deserve this.

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