Complaint Category: Unauthorized credit card charges
Complaint: When we first entered our room we were knocked over with how musty it smelled, like it had been shut down and not aired out in a very long time. The only window in the room slid up to open but we were only able to open it about 12 inches because there was a peg that kept it from opening any further. Because we had already paid for two nights we went to the nearest Fred Meyer and purchased some Febreze to try and make it tolerable. We sprayed down the entire room including bedding and drapes, left open the front door for as long as possible, which helped a bit. We were told when we checked in that we had one of the best beds because it had a "memory foam topper" which turned out to be just plain foam on top of a mattress that had lots of dirt along the sides and a fitted sheet that was way too small so it continually slipped off. The pillow cases had dirt smudges along the seams, the refridgerator did not work at first (and smelled musty too), nor did
the hair dryer. They did take care of those items after we mentioned it, but we were told that " They were not a problem ever before". Also, we noticed that after walking across the carpet our socks and the bottoms of our feet were filthy dirty. At about 8am in the morning we were awakened by someone hammering on the wall in the next room. We tried to ignore it, but it was really loud and after about 45 minutes of continual noise I got up and went to the room where they were working and asked nicely if they could please wait until a little later in the morning to continue, please? The man working asked how long did we need because they had "work to do and couldn't be waiting around for too long". We were later informed that "quiet time" was from 8am to 10pm and they would not be waiting any longer.
Upon returning home, we noticed that we had a $150 charge on our credit card from the hotel that we had no idea what it was for. I called to inquire what the charge was incurred from and was told that we must have been dying hair in the room because there were red stains in the bathtub and on a towel that they could not get out and the damage fee was $100 for the tub and $50 for the towel. I explained that there absolutely was no hair dying going on but that my wife did have red hair and that I am a stylist and the red will come right out if you spray bleach water on the tub and wash the white towel with bleach, we clean out the tub and towels like that at home and do the same at my salon, it works immmediately and completely.
I may not get my money back but these charges are outrageous and I want other consumers to be aware of this business and its questionable practices.
Business' Initial Response
Our quiet hours are between 10:00pm and 8:00am, and after 8:00am maintenance begins work. This currently consists of extensive renovations. These take place at least 2 rooms away from any occupied guest rooms. The guest never brought up anything about a musty smell in his room during his stay, and the room was not musty when checked prior to his arrival. Had he done so, we would have done everything possible to accommodate him. He did bring up a couple of maintenance issues, which were fixed immediately (within 2 hours of notification). Prior to his check in, the room was checked, and there was no pink dye on the bathtub, or the bathtub walls. His towels were also clean and white when they went in to his room, but stained pink and brown when he left. To date, we have used bleach, peroxide, Zep disinfectant, Mr. Clean Magic Erasers, Fabuloso, and even Folex carpet cleaner to try to remove the stains from the tub, and have been unsuccessful. The towels are going to be discarded, as the stains are so bad that there is no way that they would ever fully come out, and I can't put pink towels in my rooms, or subject my washer to that strong of dye. There is a standard damage fee of $100.00 if damages are found in a guest room, which is a policy that is clearly posted behind the front desk. This was put into place to be a deterrent against this sort of incredibly low rent behavior, but obviously does not work all of the time. We then charged him only $50.00 for the damage to the towels, the damage to the tub, the lost revenue from having the room down, and the labor cost for the cleaning. Both of these charges were clearly explained to the guest on the phone. We're seeing now that we should not have been so lenient, and should have charged him the full cost of everything. We have retained pictures of the damages, and we will absolutely not be refunding his money. This guest has been placed on our "Do Not Rent" list for the future.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.