ComplaintsforSmart Extended Stay

• Initial Complaint

  10/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My fiancé and I booked this hotel stay for one night at a rate of $95.65. We booked online as we are not from the area, and many other hotels in the area were busy due to the event taking place in town. We arrived to check in at 5:23 pm on August 29, 2021. We believed we were staying in the building we walked into. We were not given any options to see the room prior to paying. We did see a sign on the clerk’s desk stating that basically no reasonable amount of service or hospitality that you would expect in any hotel would be provided to us during our stay. We thought this was odd but didn't pay much attention to it. We found out we were staying in a different building behind this one. We paid and went back to said location. The room was dirty and not at all as advertised (see images attached). There were stains on the walls, hairs and tears on the sheets, scratches in the sink, food debris in the fridge and microwave, and more. Please see remaining statement in documents.

  Business response

  11/03/2021

  This is in reference to your letter dated 11/1/2021 received on 11/3/2021.

  The gentleman in assigned ID was a guest, booked his reservation for ***** ******** **** for a smoking room. He asked for a smoking room, we assigned him a room 213 in the ***** ******** **** *****, a outside corridor building behind the main building where he had checked in. The main building is ***** ****l, completely different hotel, all non-smoking, and non-pet friendly hotel. His booking was in ***** ******** **** and not at Smart Hotel.

  He knew at the time of check in that he was going to go into a smoking room in the ***** ******** ***** where he had his booking, as he wanted by choice and reservation.

  After one hour he called and mentioned about that room was dirty and that he wanted his money back. There were two adults in the room.

  We had refused to refund and still believe in our decision. The room was occupied and used. When we went next day for housekeeping, the room was used including beds and towels.

  Please keep it as our statement.

   

  General Manager (note: please find here registration card, including hotel policies that he signed, guest folio and his ID.

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