Complaints

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Yes on April 14th me and my family checked into the Best Western Plus in *************************. We rented two rooms for two night out of respect for my two teenage daughters we got one king room and one double. When we arrived it was a mix up in the reservation. But finally we got it straighten out because we need two room side by side. So after checked into the rooms we was aware of the no smoking policy and we smoked outside the room. Then after check out we arrived back home and my wife was reviewing the bank statement and had been charged a extra 250. 00 for smoking in the room. we called about charges and was advised to call ***** Monday Morning and she did and ask her to review the cam footage and would see we smoked outside. Then ***** proceeded to tell my wife in was smell of marijuana. well none of us even smokes pot and to be doing around our kids is not anything anyone should do period. then all of a sudden we suppose to had took batteries out of the smoke alarm really now who in there right mind would do that when you can just step out the door. The way if feels to me as I was racial profiled because I was a BLACK Man and my Family is White that is the way I feel bout it all. On top of that my oldest daughter is employed by best western here where we live now why would anyone of us do anything to JEOPARDIZE her job cause we was using her discount and rooms was in her name that would be right out stupid. Now she maybe out of a job because of false Allegations. when we ask her to look at video footage she refused and told my wife the charges stand she would not review the video. I would have felt different if they have said they smelled CIGARETTES in the room but POT not ACCEPTABLE and to say we did the things we did should be ashamed when you got honest people staying in you motel to go to a wedding.

  Business response

  04/30/2022

  We have attached the signed guest folio where **************** acknowledged our pet, smoking and grilling policy at check-in. On April 3, 2022, upon inspection of his room our housekeeping supervisor detected a strong smoke aroma. Per our policy, the $250 smoking fee was charged to the credit card on file. 

  Customer response

  05/02/2022

   
  Complaint: 17060848
  
  I am rejecting this response because: there was no strong odor which was referred to as Marijuana when we called back and surely no one climb up

  And removed batteries out of the smoke detector. And also that receipt wasnt even from our stay and yes the smoking policy was initiated at check in  now who would risk that by being so lazy to just walk out the room and smoke. Dont know bout you but I dont have extra money to throw away.

  But that receipts was from before we stay and was claimed to have that odor in room? *** sounds like a set up to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am being charged a smoking fee of $250 for the night my wife and I stayed in their hotel.. neither of us smoked in the room. When contacted, they simply stated that the housekeeper smelled it so there's nothing that can be done - they had to 'fumigate' the room in order to be able to reuse it. The continued to reiterate that we signed the agreement not to smoke in the room... we didn't smoke in their room and I'm pretty sure this is fraud.

  Business response

  04/15/2022

  We have attached the signed guest folio where **************** acknowledged our pet, smoking and grilling policy at check-in. On April 3, 2022, upon inspection of his room our housekeeping supervisor detected a strong smoke aroma. Per our policy, the $250 smoking fee was charged to the credit card on file.  

*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. ↩