Complaint Category: Failure to substantiate charges
Complaint: Stayed one night at this hotel on October 4, 2013. We checked out on October 5, 2013. Card charge showed a charge for smoking in a non-smoking room. This charge was added to the card on October 6, 2013. If the room was cleaned on the day of check out, then why wasn't this charge added to the card on this day? We are not smokers, hence why we booked a non-smoking room. Spoke to the manager, ****, and she stated that she had proof that we smoked. There could not have been any proof as we are NOT smokers. She insinuated that I am a liar, and absolutely refused to refund the charge. I would like the see the proof that she has, other than just her word, and I would like to see the charges removed. How many other guests receive this charge and never question it? We will NEVER stay or recommend this hotel to anyone. We would like to see the money refunded for 1). We are not guilty of smoking in that room and 2). I am not a liar.
Initial Business Response
I apologize for the way this was handled, we certainly don't find it acceptable to call or imply that a guest of ours is a liar. We will imediatlty refund ******'s $50 charge. We will also include an invtation to return for a complimentary stay in the hope that ****** will give us another cahnce. We will look into what occurred and take corrective actions as necessay. We appreciate having the opportunity to make this right with our guest
Final Consumer Response We received a refund of $50 for the smoking charge. We were also given a voucher for a free nights stay at the Gold King Mountain Inn. We greatly appreciate the manner in which Kevin dealt with this situation and are very satisfied with the outcome.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
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