Complaints

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• Initial Complaint

  Date:10/06/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  9-20-2024 We stayed at this business overnight. My ****** is a smoker. They charged us a extra 200 fee for smoking in the room. Our ages are 69 and 73. We have done a lot of traveling and stayed in 100's of motels over the years. We did not smoke in the room. I called them and told them to pull their outside camera's and they will see how many times my husband went outside to smoke. Each and everytime he came back he had a story to tell me about someone he talked to. There was a tour bus there that night and on his outside visits to smoke he would chat with various people from the group. My husband is a army veteran who learned to field strip his cigarettes over 50 years ago and puts them in his pant pockets. I have washed very many cigarette butts over the years that he forgot to remove from pant pockets. Yes there were butts in the trash in our room. We are not lying. He emptied his pockets in it. I ask the motel to look at their outside cameras to see how many times he was in and out in parking lot. They are saying our room smelled strongly of smoke. That is a outright LIE!!!! This is wrong on so many levels we can barely comprehend it. We were there ONE night, all cigarettes were smoked outside! They refuse to remove the charge and I feel this is a money grab.

  Business Response

  Date: 10/10/2024

  Good morning,

  I am writing in response to the complaint that was filed against out property. 

  The reason that the guest was charged a smoking fee is because the room that the guest checked out of smelled very heavily of cigarette smoke upon their departure. After a thorough cleaning, the room had to be put out of order until the smoke odor dissipated, which was approximately two full days. It was unable to be occupied by any other guests during that time. We are a smoke free facility, with signage posted throughout our building to notify guests of this, and it is standard policy to issue a smoking fee if a guest smokes inside our property.  While checking the cameras will show if the guest went outside to smoke, it will not determine if they ever smoked inside. Due to the extremely strong cigarette odor, as well as the cigarette butts left in the room, we have reason to believe that the guest did indeed smoke inside of the room. The smoking fee was charged for that reason, due to our hotel policy, and absolutely not with nefarious intent. 

  We will be happy to cooperate further if needed. 

   

  Thank you,

  ****** *****

  Assistant General Manager

  Holiday Inn Express & Suites

  Customer Answer

  Date: 10/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22386910

  I am rejecting this response because: They are LYING!!!!  It's a money grab!!!  

  Regards,

  ******* *****