Scammed out of $100 from my debit card. Lies about smoking in a non smoking room so the hotel can steal my money.
I booked for 1 night on 11/15-16/2014. Arrived Saturday evening and left at checkout the next day. I was scammed out of $100. They put a $200 hold on my debit card for a $6.60 parking fee. I was not even notified about the hold. I found out after I arrived home. I called and was told that my $200 will be released the next day on a Monday. Only $100 was released. I called again. I was told this time that is was for smoking in the room. My weekend trip was with my family; husband, 11 years old son, and 2 month old baby daughter. NO ONE smoked in that room. Who would smoke with children, especially a baby in the room?! I asked to speak to a manager. I was given the run-around. Left a voice message for the manager. I was told that someone will call me back that same day. Nothing. I called again on Tuesday. Finally spoke with a manager by the name of ******. He said that 3 people who worked there confirmed that there was smoking in that room. Nothing but a lie. I was ignorant enough to leave a gratuity for the room attendant. I had went home on a Sunday with pleasant thoughts about that hotel, even recommended the place to friends and family. My mistake. The manager said they are keeping the $100 and told me if I wasn't happy, to do what I have to do. He brushed me off and hung up. The worst place and customer service that I've ever experienced. I wondered how many people went through the same thing with them, so I read through the reviews of this hotel and saw that there are similar complaints to mine. Of people being accused of smoking so the hotel can charge and steal money from their guests. This must be a scam that this hotel does regularly.
I want my money back that was stolen from my debit card from the hotel's thieving practices. This entire experience ruined an otherwise very nice trip in San Francisco.
Contact Name and Title: ****** ****** Asst. GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sfosuites.com
Ms. ******* had stayed with us on November 15, 2014 for 1 night. after departure the housekeeping supervisor had contacted the front that the room that Ms. ******* smells heavily of smoke, to make sure that the supervisors' statement was correct, a front desk agent along with another housekeeping supervisor went to the room to confirm, it reeked of heavy smoke. Our hotel is 100% non-smoking facility, and our policy is to charge up to $250 penalty for smoking in a room.
I explained to Ms. ******* the outcome, but she denied it, sh later told me that her husband smoked outside. I told her the penalty will stay.
(The consumer indicated he/she DID NOT accept the response from the business.)
I know no one smoked in that room. Now, the general manager's response changed. The last time I spoke to him, he said 3 employees of the inn confirmed of smoke. But in his response, he implied 2. He had said the housekeeper first smelled it, then informed the supervisor, then the supervisor brought a third person to confirm. I was never informed of their policy and in fact, the inn did not charge a $250 penalty, which the general manager never mentioned. A $200 hold was placed on my debit card which I was never told of, and only $100 was released back to me. I was never notified of anything during these proceedings. I had to call the inn numerous times within 3 days.