Charged $250.00 for smoking in a non smoking room. Did not smoke in room. Smoked in hallway, which had ashtrays, and was not posted.
When we checked in, we asked for a smoking room, and were advised that they did not have smoking rooms as of April, 2014. Nothing was mentioned about the entire hotel side, being non-smoking. We smoked in the hallway, as there were (2) ash-trays, and not posted "No Smoking". we were told there was evidence in our room, empty cigarette packs in the trash can, and a smell of smoke. The empty packages were from consolidating our packs into single packs, prior to going onto the casing floor. There was no more smell of smoke in the room, than when we arrived. They were basing their decision primarily on the empty packaging. I called them to rectify the situation, and was told all I could do was dispute the charge with my bankcard issuer, which I will.
Credit the $250.00 back to my bank account.
Dear Mr. *****,
First let me thank you for choosing the Tachi Palace Hotel & Casino as your choice for gaming entertainment. I wish your stay with us could have ended in better terms and I sincerely hope you return to our hotel in the future. You are correct that throughout our non-smoking Hotel including the lobby areas and elevator landings on each floor there are decorative ash trays that function as trash cans. Please note that these are meant for decoration and have been meant for such since the opening of the hotel. To avoid confusion we do post non smoking signs above these decorative ash trays as well as posting a sign on each floor that designate the floor as non-smoking. You are also correct that we post additional signs at each individual room door with a non smoking logo on it. We do post multiple signs in hopes that it is understood that the entire hotel is non-smoking. For the benefit of all guests, we would never allow smoking in hallways on floors of non-smoking rooms. In fact, all public areas within the hotel have always been designated as non-smoking with the exception of the outdoor balcony on the 2nd floor and inside the Wet Bar area adjacent to the Hotel Lobby.
With your particular claim we did look into the report that was filed by the Supervisor who signed off on the charges. Please know that before determining we charge any guest for the room being smoked in, that a smoke smell has to be reported by not only the maid that cleans your room after check out but also by the inspector assigned to that floor and ultimately a supervisor of our Housekeeping department. The supervisor verifies also report the severity of the smoke smell in the room. They do not report on the public areas but within the room itself. Unfortunately, we were unable to assist in your request to refund your funds because the report did state that a "heavy smoke smell" was in the room. Please know that extra cleaning, shampooing, and use of our ozone machine are just some of the requirements we must meet before we are able to rent a smoked room out to the next guest. A clear outline of our $250 charge for smoking within the hotel is also provided on the registration card that is signed at check in. After reviewing the reports associated with the case we were not able to complete the refund but did inform you of an option to dispute the issue with your credit card company. We did this so that we could present the option of having a third party review the case and help to make an informed decision based on both your statement and our reports. We do apologize that our conclusion did not meet the outcome that you had hoped for but hope that we displayed the due diligence to research and address your situation in a fair manner. We also hope that despite this situation that your stay was enjoyable and you will visit us again in the future. if there is anything else I can assist you with please do not hesitate to contact me directly.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have, as you mentioned, also disputed the charge with my bank. As for your "postings" near the ash trays in the elevator waiting area, every hotel has them, whether smoking or non-smoking, as the fire marshal requires that there be no smoking in the elevators. There are signs on the room doors, with no smoking emblems. Putting ashtrays in non-smoking areas, is like to putting urinals in non urinating areas. As for the stated strong smell of smoke in the room, that is subject to opinion, as we sensed the slight smell of smoke when we checked in. Your "supervisor", whom I also spoke with on the phone, explained to me, that their decision was partially based on empty cigarette packages in the trash can, and that the ash / trash cans in the hallways were for the convenience of guests who may have a cigarette while in that area?? If my bank does pay the charge, well then, I guess Tachi needs it more than I, however, the $2500.00 I spent there in the 24 hours we were there, will never happen as your establishment again. You people need to clear up your policies, and remember, appearance is key to policy. Get rid of the ashtrays, and install urinals!