ComplaintsforQuality Inn & Suites

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, We stayed at this hotel on August 8th into the 9th 2023. My husband and I were staying just one night for a local concert. We arrived around 4pm to check in and went to our room (#112). We freshened up and left for dinner before the show, we were in the room for only a few mins. we continued to the show after our dinner and returned to the hotel and our room after midnight and went right to sleep. we woke up and got up and got ready to check out about 930am, to go to a ****** and a movie (1050am) on the way home. We live about 2 hours away from this hotel the issue we are having is that the hotel said we smoked in the room and kept our $100 deposit. Both my husband and myself are non-smokers or vapes of any kind and never have been smokers. I feel this is a scam due to travelers not paying attention to their credit cards or living far enough away to confront the hotel, I've called several times to speak to a manager and left my number and contact information over several days with no one calling me back and the manager is "always not available" when I call. We would like our $100 deposit refunded. I can also include Dr history paperwork that we have never been smokers.

  Business response

  09/07/2023

  Good evening Mr. ******** Hope you had a great weekend. We got this complaint from our guest who stayed at our hotel from 08/09/23 to 08/10/23 for one night of stay. At checking they signed the terms and policies. I have attached all the  proper documents with all the proofs. Once a guest checks out of our property we check the room. It is our protocol. at the checking we smelled a smoking smell and  got evidence  in the room. Our penalty for smoking in the room is $150.00+tax. But her card we only authorized $100.00  at the check in. So we could not collect the full amount. I understand they always say we do not smoke. but when they checked in we gave them a clean room. She says she can provide Dr papers but nowadays you can get anything online and printed. But when we checked our room, how did we get that smell? Hope you understand why we go through this  all the time. We appreciate the opportunity to explain our side. Thank you.    

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