ComplaintsforLivINN Hotels (Maplewood)

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 2, ****, I rebooked my stay at the livinn hotel located in Maplewood, (my kids and I checked in on 12/30/2023) and at around 2pm housekeeping came to my door and asked me to open it, they then asked me if i was smoking, to which I replied no, the door was wide open and 3 employees stood on the other side, they then said there was a thick cloud of smoke in the air (there wasn't) they came in the room looked around & found no evidence to support their claim. They then told me i had to leave. I stated this was ridiculous and that I had kids there and a smoke alarm would sound if there was a thick cloud of smoke. I then packed up my things within 10 minutes and we went outside to wait for our ride. The hotel had called the police and 2 squads pulled up and entered the hotel without saying anything to me, then talked to front desk before going into the elevator, (which i assume was to look over the room). When the Officers were exiting one yyysimply asked if I was ******, I stated yes and that I was waiting for an Uber, He said "cool" and they all left. That was it. I then contacted Priceline since this was a 3rd party booking and I needed to go through them to be refunded. They contacted the hotel to see if they would refund my $82 reservation since I hadn't completed it or stayed in the hotel for any of it, as it was still before 3pm. The hotel said no because there was cigarette and crack smoke in my room!! I HAVE NEVER IN MY LIFE SMOKED CRACK, and I have no idea what it smells like... Very curious about how the staff person who said this would know?? They refused my refund which is obnoxious because If I was really smoking crack and the smell and/or condition of my room, or my appearance/behavior supported this along with my kids there, Police would have searched me and my *************** taken. I called corporate, they said they are backing the hotels decision. I believe A refund for my reservation $82 and $50 incidental security deposit is Fair. $132.00

  Business response

  01/24/2024

  LivINN Hotels has a NO smoking policy.  At the time of check-in, ***************************, signed a form acknowledging that this is our policy and that there are fees charged and eviction from the room, if you smoke in the room.  After she checked-in we were alerted to the smell of smoke near her room, so our staff went to her door to confirm.  Our staff did indeed smell smoke when they went to hallway outside ************ and asked her to open the door.  ****** opened the door and claimed, when confronted about the smoke, that she lit her cigarette and then put it out right away.  We informed ****** that she broke policy, and she would need to leave the room.  
   
  We did call the police to assist in having her leave the hotel room.  ****** had 4 adults and 2 children in her hotel room, which was more than is allowed in the room.  We do have camera footage of this encounter and the number of people in her hotel room.   We asked ******* to leave the hotel for breaking our smoking policy and we will not be refunding her for her room.
   
  Thank you,
  LivINN Management
  

  
  

  Customer response

  01/25/2024

   I am rejecting this response because:
  
  They are blatantly lying. I said thatbtgebsmell could be from the half cigarette that I had in the room, because I had just came in from outside where I smokes half of it with the intention of smoking the rest later. The other 3 adults in my room are the reason I feel they fabricated the smoke story, rather than address the issue of me having many guests, probably because smoking is grounds to have me vacate without a refund. The other 3 adults that were there along with my 2 children are all willing and able to give their own account of what took place that day. And id like to add for the record that 2 of the adults that were there had not been staying there at the hotel with me and they had arrived to visit for the first and only time during my stay, about an before I was asked to leave..

  Business response

  01/25/2024

  We stand by our original response and no refund will be given.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a night stay with the Livinn suites through a third party application. The application stated the hotel will charge a deposit for phone calls and room charges however they do not specify an amount. When I arrived at the hotel I asked for an early check in and was informed of a $25 up charge and the deposit of $50. My complaint is that is fee is discretionary and not everyone who checks on pays the deposit. The early check in fee is not posted on the website and again is not charged to everyone who checks in early. This is a predatory overcharging scam.

  Business response

  01/05/2023

  This guest booked through Priceline, and yes it does state there is a $50.00 deposit under important information. Yes, EVERYONE pays the deposit unless is a contracted company with an agreement.
  
  Livinn Hotel Maplewood - Priceline.com policies......stated online while booking :
  
  Important Info
  Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply. A damage deposit of USD 50 is required on arrival. This will be collected by credit card. You should be reimbursed within 14 days of check-out. Your deposit will be refunded in full by credit card,subject to an inspection of the property. Upon check-in photo identification and credit card are required. All special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges.
  Under the same link it shows are check in and check out times. So, we are allowed to charge a early check in fees when its earlier than 3pm check in.

  Guest Policies
  
  Check-in After 3:00 PM
  Check-out Before 11:00 AM
  Internet WiFi is available in all areas and is free of charge.
  Children & Extra Beds KIDS STAY FREE!
  Children of all ages are allowed.
  Extra Beds
  Children 17 and under stay for free when using an existing bed.
  No cribs are available.
   No extra beds are available.
  Pets Pets Allowed
  Pets are allowed on request. Charges may apply.
  Room Rates All rates displayed are for double occupancy unless otherwise noted.
  
  
  

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