ComplaintsforBest Western Inn of Jasper

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Best Western of Jasper *****. Started 11/28 - charged an additional $100. Reached out to the hotel same day to inquire. Hotel reported smoking occurred in the room. I asked to speak with the manager. They advised that he would call me back. I included picture communication with the dates that Ive been corresponding with bank as a timeline of events. At this point, I feel like it is predatory charges and fabrication if they have evidence that this occurred, which it absolutely did not, why is it been so difficult and taken three weeks to get a hold of somebody then when I reach out to the hotel, after they just spoke with corporate the manager, *****, is about to go into a meeting. It is because the do not have nor never had any evidence of smoking in the room. My husband lived in this town his majority of his life. He spoke with staff while standing outside to smoke in honor of their policies. They have cameras that would document his standing outside to smoke. I just really hate this experience and will not be staying there or possibly other Best Westerns.

  Customer response

  12/18/2023

  Im not clear on the additional information needed at this time. But I have the timeline of events - 

  We had to stay here in a pinch during the holidays. My husband is from the town and familiar with some of the staff. Once we checked out, everything seem to be very smooth we even went the extra mile as we always do in cleaning up after ourselves. We are very familiar with smoking policies at various hotels. We have stayed at half a dozen if not more Airbnbs with similar policies we have never, and I mean never violated a policy regarding smoking.

  
  My husband not only had conversations with other guest members at the hotel. He also had conversations with staff members at the hotel while he was smoking out outside and yall were talking November he would put on a jumpsuit and go outside and smoke.
  I reached out to the hotel on many many occasions after we returned home and had an additional charge placed on my card when I inquired about the charge, they informed me that they believed we were smoking in the room. When I reached out and asked to speak to management. I was advised that they would take down my information and call me back. They never called me back. I had to continually pursue communication with the hotel each and every time not getting a straightforward answer. I spoke with the manager ***** he informed me that he was going to a conference the very next day, but the day after he would be in contact with the staff at the hotel to confirm if there was any evidence of smoking.

  
  Why did I have to continue to call and follow up with no response and no return phone call each and every time if there was any evidence that anybody was smoking in that hotel room? I reach out to corporate after Ive had enough Ive already started the dispute process with my bank because *** already had enough corporate send them a letter, requesting that they respond to me within 2 to 5 business days. They never responded. I call corporate again and they reach out to the hotel. Finally get a response and they say theyre going to standby their charges because the room smelled like smoke and they found ashes again this is impossible. Completely impossible. He spoke to staff that he knew on a personal level from his hometown while smoking outside. Why would someone smoke outside sometimes and then smoke in the room other times? They wouldnt, that wouldnt make sense.

  
  Our hotel room door was within a short distance of a ************* staff obviously would have access to that camera and yet no ones checking the footage to see my husband smoking outside of the room so now after over two weeks almost to three of checking out of that hotel room all of a sudden they magically find ashes, the nonsense of it just to be predators and to get a little bit of extra money is the most frustrating part. I know some people might go to this length Im not that person if I know Im in the wrong. Why would I call for weeks and get corporate involved and go through this lengthy process if their alleged findings were accurate?

  
  The moment I hang up with corporate, explaining to them, what happened, and how this is completely ridiculous I reach out to the hotel to inquire about the camera footage and inquire about the evidence, and what took so long to try to provide it, even though its completely fabricated and of course ***** is going to a meeting and hes unavailable. This is the poorest customer service experience that Ive had in a very long time! This is the poorest representation of Best Western!

  Business response

  01/17/2024

  I have spoken with the guest and the room has been smoked in. We do not receive commission here at Best Western for charging guest fees. Our rooms are inspected by more than one individual after guest checks out. We do not have cameras in the room, so her claim to have video is something we will not provide. There was a strong odor of smoke and ashes on the floor.
  

  The smoking fee at our hotel is $250. We only charge her $100.

   

  *****- Manager

   

  Customer response

  01/17/2024

   
  Complaint: 21017498
  
  I am rejecting this response because:

  The business has cameras outside of the rooms that would show my husband smoking outside of the room. No one said anything about having cameras inside the room. The management also made sure that they were unavailable to even discuss this like adults to address the problem. I completely am aware at this point after looking at other yelp reviews, TripAdvisor reviews, and ****** reviews that they are still practicing in a predatory manner to charge people for things that did not happen. If it was only me maybe everybody could say that I was making it up, but because there is evidence that other people are being charged for animals, other people are being charged for smoking other people are being charged for miscellaneous things that did not occur. Its further evident That they will just charge people because they think that they can get away with it. Im not saying that they gained any money off of it personally they just do it because they think that they can get away with it and they can target people. 
  
  Furthermore, the management has been unable to produce any evidence other than the word of a housekeeper over a week later again, with no evidence of anything other than what she smelled my husband wore the same clothes he was wearing outside and smell wouldve come from his clothes, it would not have come from him smoking in the actual room, and no one can be faulted for that. Evidence could be ashes, it could be burn marks, it could be something but they cant produce anything and now theyre justifying it by saying they didnt charge the full amount, so I should be thankful highly inappropriate. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  8-4-2022, arrived at hotel around 1am to book a room. Requested a non-smoking room. After walking in to room ***, was hit in the face with the pungent musk of cigarette smoke. My pregnant wife and I attempted to tough it out, but before the hour both of us began to get nauseous and got a headache. We decided that we wouldn’t be able to handle the room the rest of the night. I went to the front desk and attempted to get a different room, they said that they didn’t have any available and were sold out. I asked for a refund and was told they couldn’t do that. I left a review on ****** and they are blaming the inability to get a refund to using third party reservations, I didn’t use an online reservation company, I was a walk in customer.

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