Complaints

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• Initial Complaint

  Date:23/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The below is the main story of the complaint, we have communication emails from the hotel management, we can provide later due to the word limit.We stayed at hotel 11 from October 10, 2024, for a total of four nights. On the morning of October 13, 2024, when we checked our credit card app, we discovered a sudden charge of $545 without any prior notification. Confused, we went to the front desk to inquire, and the staff told us it was because we had smoked in the room, which resulted in the penalty.Firstly, between October 10 and October 13, we did not receive any calls or notifications from the hotel asking if we had smoked in the room or informing us that we would be charged. The staff claimed they called me, and when I didnt answer, they left a voicemail. However, during our entire stay, I never received any phone calls from the hotel nor any voicemail.On the morning of October 13, we called over two housekeepers from our floor. After they inspected the room, both housekeepers assured us that it was not an issue, and they confirmed that this was not smoke. They suggested that the person who cleaned the room earlier may have made a mistake. The supervisor immediately called the front desk, informing them that it wasnt smoke and reassuring us that there would be no issue. Before heading out, we went to the front desk again to confirm, and they told us, All done, you are good to go, and that their manager, who would arrive that afternoon, would cancel the charge. We left feeling reassured and continued with our day.Later that afternoon, we returned to the hotel and found out that the assistant manager was present. We wanted to check if the issue had been resolved and inquire about when the charge would be removed from pending status. To our surprise, the situation was far more complicated and absurd than we had imagined.

  Customer Answer

  Date: 23/10/2024

  Please see attachment for your reference. Thank you!

  Business Response

  Date: 25/10/2024

  On October 12, after our housekeeping manager reported that there were ashes on an ashtray and a very strong smell, I called the number on file which is the same number that they provided upon check in. I did leave a voicemail but they kept on saying they did not see any missed call or even voicemail.I do not know what may have happened for them not to receive it. However, this does not change the fact they will still be charged whether they receive the call or not. They are under the impression that we have to ask their permission to charge them.
  
  We understand that the ashes were not from cigarettes. We knew it was from an incense because they told us after the fact.  However, the scent permeated all the furnishings, curtains, etc. in the room and cant easily be cleared. If the next guest to reserve the room is sensitive to scents, it can make them ill.Due to this, we had to put the room out of order for the next few days after they checked out. This results to a loss of revenue for the days that we cannot rent the room. These are the reasons why we charged them.
  
  We respect all kinds of religious practices as our team is also diverse and has different cultures and beliefs. However, they also have to respect that they are just renting the hotel room and has to abide by the rules of the hotel. They never asked if this is allowed. They just assumed that it is okay because candles and incense are not itemized on the registration card. We charge guests for damages or if rooms are left in bad conditions. It is a practice for all hotels.
  
  They deliberately lit up an incense which is a fire hazard. No open fire is allowed in the hotel. This is posted on the back of all of the hotel doors as per Calgarys by law. They could have caused a lot of damage if something happened with them lighting an open fire.
  
  We will adhere to our decision not to refund them due to the reasons already mentioned above. Thank you.

  Customer Answer

  Date: 26/10/2024

   
  Complaint: 22449566
  
  I am rejecting this response.

  Please see the attachment for my explanations.

  
  Sincerely,
  
  ***** **

  Business Response

  Date: 30/10/2024

  Hello! We have already responded to you on numerous platforms.  We will no longer be engaging. Thank you.

  Customer Answer

  Date: 30/10/2024

   
  Complaint: 22449566
  
  I am rejecting this response because:

  
  Based on their response, this issue has not been satisfactorily resolved. We hope BBB can further assist us in achieving a fair resolution.
  
  Sincerely,
  
  ***** **