ComplaintsforHoliday Inn Express

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We checked in Friday night (6/17) and stayed until Sunday morning (6/19). When returning home Sunday I noticed they took $150 from my account so I called to find out why. The front desk advised me they found cigarette butts and the room smelled of smoke. No one smoke in that room and I called this morning (6/20) to speak with the manager. She was quite rude and explained to her that no one smoked in the room we all went outside because we knew it was a non smoking room! She said she would call back and never did so I called her back 3 hours later and she said they had pictures and would send them to me well it's been 3 hours and I've received nothing! I told her we had room service Saturday (6/18) and everything was fine if we were doing anything wrong I feel someone would have said something then but nothing wrong was going on in our room! She then said "so you think someone planted this stuff in your room after you left?!" I said "ma'am if there were in deed cigarette butts left in the room then yes someone else put them there because no one ever smoked in that room" I want my $150 back because I know without a doubt someone there is lying.

  Business response

  07/17/2022

  Business Response /* (1000, 5, 2022/06/22) */ We are a non-smoking hotel. Guests sign an agreement when they check-in that there is a $250.00 smoking fee if they smoke in their room. We have pictures of a Styrofoam cup w/water, ashes and butts, along with a picture of the trash can with butts in it. She told me they were very tipsy when they came back to the hotel on Saturday night. But, they still when out to smoke. If they went out to smoke the room would not have smelled like smoke to the point we had to use our ionizer machine in the room for an hour. The staff are not able to go into the room while the ionizer is on. We only charged her card $150. because my front desk staff only authorized her credit card $150 for incidentals. Therefore, I could legally charge her the extra $100.00. I was trying to be understanding about being out and having a good time. However, we have proof in pictures and several of my staff also are witnesses, including my Supervisor that has the pictures on her phone. I'll be honest I forgot to have the Supervisor text her the pictures. I have since corrected the mistake.

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