Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2023

  Type:Product 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.

  I’ve been staying at this location since November 2022. I’ve spent over $2,000 on rooms and never had this issue.
  
  The general manager on duty is a fraud. She charged multiple people smoking fees and said she had proof rooms were smoked in. When I went to see the proof she lied, she didn’t do a room check as she was supposed to at check out time, she went at 4:30 pm and there were no pictures that she over the phone said she had. No proof that she bombed the room. It smelled like the chemicals and illness of the building from the construction being done. There was no smell of smoke. She agreed to give back half of the smoking fee because of the inconveniences until I started recording her and asked her to call the police so they can come get proof and I was sending it to corporate. She wouldn’t call the police but when I started recording her she went back n the office called the police, said I threatened her which was a lie and my recording will show that as well, and she said she changed her mind about giving my money back. Y’all need to fire this lady because she’s fraudulently charging people and I ain’t letting this go. I’ll be posting the video too. Shame on her for trying to get over

  Business Response

  Date: 08/14/2023

  I am writing you this letter in response to complaint you have received from a **** **** (********).  . Our hotel is a NON smoking hotel and all guest at check in initial there registration card that if they smoke in the room they will be charged 200$. No exceptions. There also is a process we do to make that decision on charging the guest the smoking fee. The first step is the housekeeping informs the housekeeping supervisor then our head of maintenance is brought in as that department is the one who has to purchase and let off the odor bombs.  On July 25 2023 **** checked into our hotel and in fact initialed the no smoking policy or she would be charged. July 26 2023 **** checked out about 9 AM and the assigned housekeeper to clean her room. went in to strip the room so she can get prepared to clean it. At this time there was very strong odor she reported to her supervisor on at that time which in fact agreed definitely marijuana smell then she contacted our chief engineer to evaluate the room and in fact smelled it as well at this time the room was striped, cleaned and odor bombs let off. Staff went back at a later time still smelled strong at this time the room has to be put out of order for the night and aired out. At this time is when it was brought to the general Managers attention and the 200$ smoking charge was applied to Ms. ***** folio.  Ms. **** called the general manger and she did state that there was smoking in the room and there was proof it is a non-smoking hotel and all charges are as applied. She did state there was pictures. At this time the general manager was informed there was not pictures of this room as the scent from two managers and housekeeper was enough proof of the smoking in the room. Ms. **** the hung up the phone.  About 30 minutes later the front desk agent went back to the hotel managers office said some lady out here is screaming she better get the GM or call the cops she will be going to jail if she is not given her money back. The general manager went out spoke with her told her there were no pictures she spoke to manager that verified smoking in the room she also was walked up to the room at approximately 4 pm and stated the room did not smell everyone was lying. At this time housekeeping supervisor was called to the room as Ms. **** was threatening that someone better call the cops before she goes to jail. The manager of the hotel went upstairs as soon as came of staircase she could smell the marijuana smell as well. She told Ms. **** it still smelled she did not care to hear it. At this time she refused to leave till the police came and make her leave. She was very disruptive in our lobby cops came made her leave. All charges for smoking in the room are as applied in out nonsmoking hotel that all guest are aware of.  I want to thank you for your time in reaching out to us for our side of the story as everyone at the Burrstone INN are friends/family to all our guest and we do our best to follow all procedures given by ****** *******  Thank you,  Nicole D*********  General Manager  FOREVER/USA