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:11/18/2024

  Type:Service or Repair 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.

  Upon check-in, the agent confrimed (final) room rate of $57.07 and promptly probed me to see if I "smoke anything." I agreed to amount and admitted that I smoke marijuana. The agent went on to explain that they have strict non-smoking policy and that if I wished to do so while staying at the hotel I would need to go off premise (or in my car) to smoke; eleborating that any violations may result in a $250 fee. This is certainly reasonable and I pride myself on being a respectful person, so I took care to obey this policy. While a guest, I smoked twice. Once after check-in and again prior to check-out. Both times I left premsise. Moreover, the hotel had incredibly low occupancy the entire time I was there and I never saw another guest my entire stay. All the same, I took care to follow the smoking policy. However, after checking out the hotel charged my card for an additional $250 anyway! Upon calling in to clarify/refute this charge, the hotel agent - instead of providing customer service - immediately began accusing me of "smoking in the room," that it "reeks of weed" and that housekeeping had to "leave ozone machines overnight" to take care of the smell and that as a result they weren't able to sell the room. First and foremost, that's absolutely false as I never smoked in the room! *As a smoker, it's possible my clothes/possessions smelled of marijuana but even that's a strech* Secondly, the agent's 'customer service' was downright apaulling! In addition to robbing, lying, and then proceeding to victim blame me, they also refused to (a) provide their name nor allow me to call them "ma'am" (b) confirm their position or direct me to a manager, then (c) abruptly ended the call once they started losing the argument and (d) refused to pick up again when I called *******: 11/16 ~ 10:30PM Out: 11/16 ~ 11AM ******* says $250 (which overdrafted my account) is suspicious due to only having provided hotel my card once.This establishment has profiled and stolen from me!

  Business Response

  Date: 11/28/2024

  I am unable to attach our supporting documents and statement, regarding Complaint # ********. It keeps stating that there is some type of error. I have sent all to the BBB email. Thank you.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22573078
  
  The message recently forwarded to me (requiring my response) appears to have been a message from the business sent to the BBB. Seeing as there was no statement or resolution (or any relevant information for that matter) I consider this case to be ongoing.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 12/02/2024

  Please see attached. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22573078
  
  I am rejecting this response because: the hotel's report is strewn with falsehoods, exaggerations, and downright lies. The following serves as an example of and refute to such:

  The guest had disposed of a lit marijuana joint (guest referred to it a marijuana blunt) in the rooms trash can smolder[ing] for over two hours, (this time frame is according to the guests own admission of disposing of the lit marijuana in the trash can)... causing the smell to permeate throughout the entire room

  Neither did this occur nor did I admit to doing so. However, I do recall informing an agent over the phone that its entirely possible I disposed of an old filter when packing and cleaning out my car. However, even if I haphazardly tossed a used filter in the hotel trash can it certainly would not have been lit.
  
  Guest initially denied possession of marijuana in his room. After he became frustrated when he was informed about the witness to the smoldering admitted to rolling joints in the room and placing lit blunts in the trash can, inside his room
  
  These claims are completely false. I never made such admissions.
  
  The room also had to be shut down & completely stripped. An ozone machine had to be put in the room, to remove all smoke & marijuana smell.
  
  Although I have no way of proving whether or not the hotel actually took these steps, I am absolutely certain doing so would not have been necessary, considering I did not violate their smoking policy.
  
  Guest became verbally abusive during each interaction
  
  Seriously? Look, Im certainly aware that I have a tendency to speak passionately. Moveover, this entire situation is incredibly frustrating. However, I also take care to channel such passion in a respectful manner. Verbal abuse is absolutely unacceptable and Im troubled to hear you feel as though the way Ive communicated in such a manner.
  
  He said desk clerk told him that he could smoke marijuana 200 feet from his room... She did not give him options off of the property where he could smoke.
  
  Yes, she did. She advised me to either walk off the property or to smoke in my car.
  
  He continued to make harassing calls to staff
  
  This is not true. My first (aforementioned) call was incredibly unprofessional - perhaps even the worst customer service experience I have ever had - that ended abruptly. My second (and perhaps third) call directly followed albeit no one ever answered the phone. Since then Ive called twice. Once requesting to speak with a manager. I was told no one was available but to call back later. So I called again when the agent told me to and was again informed no manager was available. As such I left contact information (number and email) and was told that a manager would contact me. This was well over a week ago and no one has reached out. None of these calls were harassing in nature.
  
  [The alleged manager always identifies herself] on every call, but unfortunately, [guest] kept cutting me off, & would not allow me to make full statements.
  Ironically, its the other way around. 
  
  [Guest] began making false accusations & became belligerent
  
  What sort of accusations and belligerence is being referred to here? I do not recall acting in such a way.
  
  Fine issued in this case is justified by the guests actions & his own admission 
  
  No, the issued fine is not justified nor did I admit to violating the hotels policy.

   

  Needless to say, Im quite shocked, tremendously disappointed, and - frankly - seriously offended by this report and the ridiculously unprofessional manner in which Ive been treated.

  Sincerely,

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

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  On the weekend of May 18th-19th of 2024, I had reservations booked to stay at this hotel. We booked through Priceline.com. On the website it said that pets were allowed. There was nothing that said there was a limit of two. I also checked the hotels own website and there is no pet limit labeled anywhere. We have three dogs that we took with us. When I checked in, I told the worker that I had brought my dogs, and she had said that she saw them in the window. I had told her that I owned three dogs and began showing her pictures of them. She also reduced the pet fee ($25 per pet) to just $25 because I was honest with her. After checking in, my fianc began taking our bags to the room, while I took our dogs for a walk. Before I was able to get into the room, the worker met me at the stairs to tell us there was a 2 dog limit and that we would be fully refunded. But they never gave us our pet fee back. When I called I was told that it was a cleaning fee for the dogs being in the room, when in fact the dogs never made it there. She then told began arguing with me that I lied about the number of dogs which I did not. She claimed that I said we only brought two, when that was never said. The worker never asked how many dogs we brought with us. I told her we owned two Australian Shepards and a border collie, and I told her we brought our dogs with us. I believed that she understood that we had our three dogs with us. She also offered me dog treats to give them, and I asked for three dog treats. We were never told there was a limit until after we checked in. And she also lowered the pet charge knowing that I had multiple pets, but I had built rapport with her through our conversation about our love for pets. Our dogs never made it to the room so a pet cleaning fee should not be charged to me for the workers mishandling of the reservation. Im also including pictures from both Priceline and the website for the hotel showing pet information.

  Business Response

  Date: 06/14/2024

  Complaint #********/***********************
  
  
  
  
  BEND INN & SUITES <********************> 12:10?AM (1 minute ago)
  
  
  
  
  
  
  
  
  We have been attempting to attach documents in the formal complaint, but are having technical issues. We have attached a statement from the desk clerk that checked in ************, as well as several supporting documents concerning the Hotel Pet Policy, to the email <*****************************************>. ************ was refunded the room cost plus tax 100%. The non-refundable dog fee of $25 was not refunded to the cleaning that needed to be done to the room, so hotel could rent it again. ************ only declared 2 dogs at check in time, not 3. If he had declared 3 dogs, he would never have been allowed to check in. Audio was checked by Management, and there were witnesses in the lobby, including another desk clerk. If you have any questions, please email or call the hotel directly at ************. Thank you.
  
  
  ********************
  Property Manager

  Business Response

  Date: 06/14/2024

  Please see attached. 

• Initial Complaint

  Date:10/17/2023

  Type:Customer Service 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 booked a hotel room for 4 people to stay at Bend Inn and Suites for September 8th, 2023 (Conf. #: 0811AAP864) Shortly after arrival we received a call to our room that our guests needed to provide IDs. They went to the front office and talked to the ladies in front. We left for dinner and came back and could not get in our room. The manager ********* said they locked it because they wanted to make sure the two guests were not with us (they were not). She said our guests refused to show their IDs because they said we would be leaving soon for dinner and were not staying. I was not aware of this until then however the manager continued to be extremely rude and unprofessional and said we could listen to the video and audio recording the next day. We were very frustrated and uncomfortable so we decided to leave. We went back to the front office to return our keys and get a refund which the manager declined. My friend and I went in the next day and the video shows they did not outright refuse their ID like they suggested. She felt we deceived her by trying to sneak in two guests. We explained that our guests were just waiting for us to get ready for dinner, they were never staying the night, and we did not know you had to provide IDs of the guests when first checking in. I did not have access to this policy until I entered the hotel room where it's stated in the rules and regulation book but she continued to say it was our fault for not knowing beforehand. She referred to us as acting childish and needing to act like adults which leads me to believe we were mistreated because of our age (we are ***** years old). The manager ********* was very unreasonable and gave us a hard time because she was adamant we learn our ******* She took unnecessary measures such as flagging my name in the system and adding a $67.14 charge to my card because they changed my guests to 6. They refunded it because we didnt have the guests stay, however I should have never been charged.

  Business Response

  Date: 10/26/2023

  I HAVE BEEN TRYING TO RESPOND TO THIS COMPLAINT IN THIS FORMAT, BUT IT IS NOT GOING THROUGH. I WILL SEND RESPONSE BY EMAIL. THANK YOU.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20738468
  
  I am rejecting this response because: The majority of the business's response is utterly false. What the business said is in quotes, my response is listed directly under.

  SHE DID NOT PARK IN THE CARPORT CHECK IN AREA. SHE PARKED ACROSS THE PARKING LOT BY ***** 
  We parked in front where we could be seen from inside the lobby. I can only imagine this was said to insinuate we were being sneaky which is far from the truth. 

  THE DESK CLERK TOLD HER THAT THE ***** REQUIRED I.D. OF EVERY ADULT GOING INTO THE ROOM. 
  This was not how it was said at all. If I were informed that IDs needed to be provided for everyone entering the room I would have provided them. That was not explicitly stated. The IDs of the four people staying in the room were provided. Again, I did not know the policy when checking in. 

  A FEW MOMENTS AFTER THEY WALKED OUT OF THE ****** THE ASST. ******* RECEIVED A CALL FROM A ***** ROOM. THE ***** WAS COMPLAINING OF EXCESSIVE YELLING & NOISE IN THE PARKING LOTABOUT 30 MINUTES LATER, THE ***** DESK RECEIVED ANOTHER PHONE CALL FROM A *****. THIS ***** WAS IN THE ROOM ABOVE ******************. HE SAID THEIR WAS SO MUCH NOISE COMING FROM THEIR ROOM, THAT HE WAS AWAKENED 
  I cannot confirm the call or not but we were unloading our stuff so I imagine we created noise, however it was 8 pm. 

  THE DESK CLERK CALLED THE ROOM & TOLD THEM THAT VISITORS ARE NOT ALLOWED WITHOUT GIVING I.D. TO THE ***** DESK, BEFORE ENTERING THE ROOM. THEY ALSO HAVE TO BE OFF THE PROPERTY BY 10PM. SHE SAID SHE "DID NOT KNOW & THEY WERE NOT STAYING. THE DESK CLERK EXPLAINED AGAIN THAT SHE ONLY STATED 4 *****S TOTAL WERE HERE, NOT 6. THE DESK CLERK ALSO TOLD HER THAT WE HAD ALREADY RECEIVED 2 NOISE COMPLAINTS. SHE SAID THAT THEY WOULD COME TO THE OFFICE WITH THEIR I.D.s. 
  *************************** answered the phone so I actually did not hear this nor did I speak with her on the phone. I was never told there was more than one complaint during any of the conversations I had with the business. Lastly, after everything happened and we were trying to get a refund the manager said guests were only allowed to stay an hour. Their policy states guests are allowed to stay until 10 pm which they stated above and told us. 

  INSTEAD OF LEAVING, THEY WENT BACK INTO ********************** ROOM FOR ANOTHER APPROX 2 HOURS
  I was told by the manager that the two extra guests were there for an hour or less. We checked in around 7:45 pm and checked out around 10:00-10:15 pm. We had gone out to dinner in between those two times so we werent even in the hotel room for two hours our entire stay. 

  WE RECEIVED ANOTHER COMPLAINT & THE ***** DESK HAD TO REFUND A ***** THAT CHECKED OUT DUE TO ****************** & HER *****S.
  I don't imagine this was true as we were quiet after receiving the phone call from the front office and left for dinner shortly after.

  HER 3 REGISTERED *****S WERE WITH HER, WHILE SHE IS HANDING THE **** OVER, THE 2 EXTRA *****S WALKED IN. THIS IS RIGHT AFTER SHE STATED THEY WERE NOT HERE ON THE PROPERTY. WHEN CAMERA COVERAGE WAS CHECKED AGAIN, THEY WERE SEEN PULLING UP IN THE BACK OF THE PROPERTY & ENTERING THE ROOM AGAIN (AFTER THEY WERE TOLD THIS WAS AGAINST ***** POLICY).
  This is absolutely not true. When they locked us out of our room we went straight to the front office. Once they fixed our keys so we could get back into the room we gathered our stuff to leave. The 4 registered guests went to the lobby to return the keys. The other 2 people were at a different hotel at this time. We called them to come back to confirm their part of the story because we did not come with them in the lobby when they were asked to provide IDs. They came to the front office. They did not go back into the room. Which was actually impossible since we had already brought the keys to the front office. 

  SHE ASKED TO BE REFUNDED FOR THE ROOM. IT WAS EXPLAINED TO HER THAT SINCE SHE WAS CHOOSING TO LEAVE, SHE WAS REFUNDED THE EXTRA *****S CHARGE
  The extra charge was not discussed until the next day when I asked why they charged me. 

  SHE SAID THAT HER FRIENDS TOLD HER THAT THE DESK CLERK REFUSED TO TAKE THEIR I.D.S.
  The manager said multiple times that our guests refused their IDs.

  ****************** CAME IN THE NEXT MORNING WITH A FRIEND. THE OTHER "*****S" WERE PARKED ON THE OTHER SIDE OF THE PROPERTY.
  This is not true. My friend and I were dropped off near the lobby by the two other registered guests. They immediately left the property and went back to the *****************. 

  ONE OF THE ***** THAT COMPLAINED CHECKED OUT THAT NIGHT (***** REFUNDED), & THE MAN ABOVE THEM CHECKED OUT 2 DAYS EARLY (***** REFUNDED). INSTEAD OF APOLOGIZING FOR ANY OF THEIR ACTIONS, OR NOT BEING TRUTHFUL TO ***** STAFF, SHE & HER FRIEND IN TURN BEGAN VIDEOING ME, CALLING ME RUDE & UNPROFESSIONAL
  I really cant see how this is our fault or how it could be true. After we were notified of the one complaint (again, we were never told of other supposed complaints) we kept quiet. As I mentioned, we were in the hotel room for less than two hours. We also did not stay the night or cause any disturbance after 10 pm. We did not video anyone. We did apologize for the misunderstanding and we were truthful. The manager was rude and unprofessional. 

  There is video and audio from the business that can confirm what I have said. If they truly reviewed the footage then they know they are purposefully lying to make the situation look bad. They took unnecessary actions and treated us very poorly to the point it made us so uncomfortable we left. This should be a simple situation, it was a simple misunderstanding. I asked for a refund because we hardly used the room and we did not stay there. They apparently refunded other guests so it shouldnt have been a problem to refund us. Upon looking at reviews of the business there are bad reviews of the manager so it seems to be repeatable behavior.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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.

  Business put fear of life in me as deaf man. I got hotel rooms with hearing travel partner. I went to smoke in my van as deaf person I've done so at every hotel for my own safety as I can't hear people sneak up on me. I had man come out very aggressively scaring my travel partner and myself. ***** tells me *** says smoking is illegal and we must leave now and he's on phone with cops or he's charging 250$. I'm confused as I'm in my van and not in room. *** then starts getting more Madder travel friend who is hearing says *** says we have 15min to leave. I'm still confused and afraid. Why is no one explained to me as room under my name. My travel partner started stuttering the guy mocking him clearly trying to fight **. I go to ask for refund guy and lady at front just shake their heads. No one telling me what going on. I try sigh languages the people laugh and mock me as deaf persons who has no idea what's going on or why. Next day wife calls and travel friend tells our side and how guy first asked "who can speak" when he approaches car then got hostile calling cops twice on ** in that 15min time. My wife asks guys if smoking is allowed outside he says "yes" not in the rooms. She says ok he says "but they lied to me off the bay saying they don't smoke" "wife says they didn't lie they don't smoke in room what they do outside of room is different" guy keeps calling her **** * ****** and weird names. He then keeps saying they lied they smoke so I told them either deal with cops, and $250 charge for smoking or leave in 15min, and says he did call cops twice. Again I was in my vehicle and no attempt to speak to person room is in because I'm deaf. This is ADA ********** I was afraid for my life. Then as leaving cops everywhere in small town. Not sure what *** said, but thus scared me also putting my life in danger as deaf person. All he had to do was be kind and say "hey no smoking even in van" then I would have known, but never said nothing to me as deaf. Traumatized.

  Business Response

  Date: 05/16/2023

  WE SENT OUR RESPONSE TO EMAIL <*****************************************> AS THE DOCUMENT FILES & VIDEOS WERE TOO LARGE

  Business Response

  Date: 05/17/2023

  WE HAVE PROVIDED DOCUMENTS PROVING THAT BOTH GUESTS WERE WELL AWARE OF THE NON-SMOKING OF ANY KIND POLICY. MARIJUANA IS ALSO NEVER ALLOWED TO BE SMOKED AT ANY **** ON ***** PROPERTY. WE HAVE GUEST SIGN FOR A $250 FINE FOR SMOKING IN A NON-DESIGNATED AREA. WE ALSO HAVE 2 WITNESSES THAT WERE ** THE ***** AT THE **** OF CHECK IN, THAT HEARD BOTH GUESTS BEING ASKED IF THEY SMOKED ANYTHING AT ALL, TO WHICH ONE RESPONDED WITH SHAKING HIS HEAD NO & THE OTHER SAID THEY DID NOT SMOKE ANYTHING AT ALL. AS THE OUTSIDE CAMERA COVERAGE WILL SHOW, APPROX 30 MINUTES AFTER THEY CHECKED IN, ************** WAS ENTERING THE *****. BOTH GUESTS WERE FOUND TO BE ** ***** OF THE MANAGERS APARTMENT OPEN WINDOW SMOKING MARIJUANA & THEN THEY WALKED ** ***** OF OUR ON SITE RESTAUARANT. THEY WERE THEN APPROACHED BY MANAGEMENT. THEY WERE TOLD THEY HAD TO GO OFF OF THE PROPERTY TO SMOKE & WERE GIVEN A FINAL WARNING. A FEW HOURS LATER, THE ***** DESK RECEIVED 2 DIFFERENT CALLS FROM ROOMS. THE COMPLAINTS WERE OF SOMEONE SITTING OUTSIDE OF THE ROOMS & ********** SMOKE WAS ENTERING, DISTURBING THE GUESTS. UPON CHECKING THE OUTSIDE CAMERAS, BOTH GUESTS (****************************************************** & ***************************), WERE FOUND TO BE SITTING ** THEIR VAN SMOKING MARIJUANA AGAIN. OUR PROPERTY IS 100% NON SMOKING OF ANY KIND. THEY WERE APPROACHED AGAIN BY MANAGEMENT, & THEY BECAME VERY HOSTILE. THEY WERE TOLD THEY HAD 20 MINUTES TO VACATE THE PROPERTY WITH NO REFUND. THEY HAD USED THE ROOM FOR SEVERAL HOURS, ALSO BROKE THE ***** RULES & THE ****** SMOKING LAW. ONE OF THE GUESTS THAT COMPLAINED THEN CHECKED OUT & DEMANDED A REFUND THINKING THE ***** WAS ALLOWING PEOPLE TO SMOKE MARIJUANA ANYWHERE, WHICH IS NEVER THE ***** **************** THEN CAME TO THE ***** DOOR BEFORE THEY LEFT TO PERSONALLY APOLOGIZE FOR THEIR ACTIONS. HE ALSO APOLOGIZED FOR NOT BEING TRUTHFUL ABOUT THEIR SMOKING MARIJUANA. *********************************** THEN CAME TO THE DOOR & BEGAN MAKING GESTURES AT STAFF. WE CALLED THE NON-EMERGENCY POLICE # AS WE WERE AFRAID OF WHAT MIGHT HAPPEN, DUE TO HIS BEHAVIOR. THEY THEN LEFT THE PROPERTY AFTER **************** CALMED HIM DOWN. HE THEN HAD HIS WIFE CALL THE NEXT MORNING MAKING SEVERAL COMMENTS TO STAFF. SHE WAS NOT AT THE ***** WITH THEM. WE EXPLAINED THAT WE HAD OUTSIDE CAMERA COVERAGE OF WHAT THEY WERE DOING & SEVERAL WITNESSES. SHE CALLED ** ALL A BUNCH OF LIARS. THE 4 CLIPS ON THE ***** COVERAGE WILL SHOW THEM BOTH CHECKING **, SMOKING IN ***** OF OUR ON SITE RESTAURANT (NEXT TO THE ***** AREA), SMOKING IN ***** OF OTHER GUESTS ROOMS, & COMING TO THE ***** DOOR BEFORE LEAVING THE PROPERTY. NO REFUND IS DUE TO THIS GUEST. POLICE NEVER CAME TO THE PROPERTY.
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20012839
  
  I am rejecting this response because:

   

  First off I as the person who renting room was asked if we smoke in room. We said no we don't smoke as in room. All hotel ask if smokes in room. My guest has medical card, and I was not informed you can't smoke anywhere on property. No one wrote on paper or told me DEAF MAN about this. It says no smoking 8n building and there is a smoking area which means smoking is allowed. No one told me DEAF MAN I can not smoke in my vehicle before bed. Not once did staff try to communicate with me deaf man and when I did I was mocked. Not once was it explained to me and signs are for smoking inside building from my noticing and again THERE IS SMOKING AREA. Regardless no one communicated with person who was renting room. I am asking for refund for putting my life in jeopardy. For not communicating with me as deaf. Even if I did wrong you can't kick me out without speaking to me. I was never spoken to directly and travel partner does not know ASL. No interpreter was provided by the property either. No attempt was made to come out with paper and pen and communicate with me. No solution was offered and no kindness was offered. Travel partner has medical marijuana card. He has rights to smoke per his medical condition. Again NOT ONCE did staff try to resolve situation, ask to move van, or tell ** to put it out. Man can hostile, aggressive with police, refused to speak to "person who can't speak" asked for "who can speak" never tried to communicate leaving me fearing my life, in danger, and traumatized. Not only I was forced to move vehicle with man police out after hotel called cops first before speaking to me. When I asked for refund just shook heads. No one trys talking to me. I do not accept this. Regardless if you say I broke rules no rules were told to me as deaf. No one wrote down asking abouts me smoking outside. No one shows me signs as deaf and only signs on desks says no smoking in room. 

   

  If person had comes and said "hey no smoking sorry I didn't tell you outside also and show sign" no one did this. Guys come aggressive saying from what I was told by travel partner "who speaks!?" Then said whatever as I can't hear. Then travel partner tells cops on way we have 15min to leave. Leaving me confused more as I've never had issues with any other hotel smoking before bed. 

  you can't ignore me as deaf. You can't violate my rights to defend myself and have equal information. I can't hears conversations and travel partner says no smoking in room. Sign says no smoking in room or building, and I see smoking areas outside. This shows smoking allowed outside. I have never been so terrified in my life as that evening having to leave in middle of night with cops everywhere after whatever possible lies staff could have told. They act like we have meth when we are in ****** where cannabis is legal and person smoking at time has medical card. 

   

  No one should have this happens. What if cops shot and killed **. What if we got pulled over and arrested for your bad actions not trying to speak with customer and resolve issues just getting hostile abusing powers of cops and threatening extra fees. No one said fees for smoking outside. Why has smoking area outside if no smoking outside ....no one ever spoke to me as guest who's name room in. No one even tried. 

  
  Sincerely,
  
  ***********************************