ComplaintsforHampton Inn Oklahoma City Northeast

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 20, 2023, I was driving my mothers car from ** to AZ. I stopped at this hotel for the night. I reserved my room through Travelocity which was through my Apple Card. I was appropriately charged my room rate. However, on August 21, 2023, I noticed another $100 charge on my Apple Card for the hotel. I received no notices or written correspondence from the hotel as to why this charge was applied. I didnt get excited about it as I figured it was just a billing error so I advised Apple that I was charged twice for the room and disputed the charge. On October 25, 2023, I was advised by Apple (******* *****) that they had contacted the hotel, who advised them that the $100 was a charge because I smoked in the room. I have Never smoked, I am almost *********************** I slept in the room and left the next morning. I contacted the manager (*****) at the hotel on Oct 25, 2023, who advised me he would look into the matter and get back to me by end of day. I did not get any feedback from him so I sent an email to *********************** and was told to contact the hotel - even after I explained the hotel was the issue and I need Corporate to investigate.On Oct 26th, I again had not heard from *****, so I called him and this time was told that they were not going to refund my money because there were notes from the cleaning crew that there was something wrong with my room. He had no explanation what was wrong, nor did he provide me photos or proof that it was the room I rented, an error by the cleaning crew, or that I had done something. I have disputed the charge again with Apple but I need someone to investigate why this occurred. Completely unacceptable and defaming that I am being accused of damage to a hotel room when it did not occur. I take this defamation very seriously and find it ludicrous.I appeal to you for answers and a resolve to this matter as neither the hotel or the corporate office is willing to look at this in depth. Makes me wonder if an employee is on the take.Respectfully,***************************

  Business response

  11/09/2023

  We have refunded $100.00 to guest credit card on 11/05/2023 as a one time courtesy and confirmed with guest about her refund. This was Smoking fee which we charged after guest check out. 

  The guest is denying and telling us that no one in the room smoked or Vape but there was strong odor of smoke and we have to treat the room before renting to future guest.

  We have refunded as a one time courtesy to our guest who said that no one smoked in room.

  Thank you and please let me know if you have any further questions or concerns regarding this matter.

  ***************************

  Hampton Inn

  ********************* road

  Oklahoma City ** 73131

  ************

  **************************************

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  The business told me that it was likely smoke from an adjoining room that came through the vents. Thank you for taking this on. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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