COMFORT SUITES/BURLESON

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below if this is policy then I should have been present during the inspectionlike I said last time I do not smokeI did not get to witness any of thisand if it was true and policy says dollars why did they only charge they should have pulled this on someone that smokes, or maybe they have and no one thought to complain to the Revdex.comthat I know of maybe they filed a complaint with choice hotelsdon't knowanyway they were wrong for charging me for something I don't do Regards, [redacted]

Dear SirIn case of pre paid reservation it is hard to do a refund because customer has booked room in less price and pre pays, we have a contract with hotel.com that we can not cancel their reservation, they had made booking through 3rd party so it was not our mistake and we do not promise any guest to refund money we can provide them complimentary room in future subject to availability or if they have booked directly through us we provide them discount of amount what we have got against their room, price what they have paid to third party is different than what we have receivedit works same way with every hotel in pre paid reservationwe do this only because we want that customer business 80% of motel will not do this on a prepaid reservationon prepaid reservation our rate is less than $ on a night when we are charging + and that is a drawback to book as prepaidI will still check with owners if I can do anything or I will provide choice points which is allmost half payment of room by points for guest a night on points is about pointsplease let me know if any suggestion or advice where we can satisfy this customer but to get refund it is not under my control I have offer everything which is under my control.....jay mankad ph [redacted]

Again, as previously stated this is hotel policySince the guest did not not personally come to the desk to check out and just left the property, the room issue was not discovered until the housekeeping staff checked the room for occupancy so it could be cleanedWhen no one answered the knock on the door- the room was entered, the evidence and smell was found and immediately reported to the Front Desk as is customaryTherefore, the guest was not present to include him in a room inspectionThe room was then inspected by the housekeeper whom reported the incident, the Front Desk Agent on duty and as a third witness our maintenance employeeIt was confirmed that yes, the guest smoked in the roomThe explanation of why the guest was charged $instead of $was stated in our very first response to this complaint if you would like to reviewThe CC on file declined for the $and it only authorized for $100, which was the amount chargedThis is a legitimate charge; we are an upstanding hotel and our employees do not lie, cheat or stealWe are sorry the guest does not want to take responsibility for his or his guests actions during their stay but again it is hotel policy that the guest was aware of at the time of check inOur no smoking policy is strictly enforced due to the fact that we are a 100% smoke free hotel and when our non-smoking guest check into a room that has been smoked in, we then have to handle their complaints, issue refunds, and lose respectful clientel It is our job to ensure our guests have a "breathe easy"enjoyable stayThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below if this is the policy of the motel then it should have been noted for onefor another the guest should have been present to witness the inspection, since I do not smoke maybe one of the cleaning staff needed to take a quick cigeret brake and thought they were going to get caught and trying to blame it on the guestas for the room being dirty if they will look at the camera in the hall they will see that I put pizza boxes into the trash of the cleaning persons cart in the hall and I reinterate I do not smokei believe sinse I went through a third party they didn't receive as mutch money as the would if I went through them directlyi was not rude to the lady at the front desk until she started her attitude Regards, [redacted]

I have spoken with the Owner about this yet again and he would like to remain firm in our response that this is hotel policyThe policy is printed on the registration card, which all guest have to initial at check inWe do have the signed registration card from this guestThank you for your time. *** ***Comfort Suites *** **
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
Yea we do not want to ever stay there again I have a lot of family in Burleson and we visit frequently I have been refunded before by hotels The response from the manager is not acceptable We made a simple mistake on dates and now its going to cost us $190.18?? If the Revdex.com choices not to pursue any further with this case, I understand, but I'm getting my money back Even if I have to hire an attorney
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
if this is policy then . I should have been present during the inspection. like I said last time I do not smoke. I did not get to witness any of this. and if it was true and policy says 150.00 dollars  why did they only charge 100.00 they should have pulled this on someone that smokes, or maybe they have and no one thought to complain to the Revdex.com. that I know of.    maybe they filed a complaint with choice hotels. don't know. anyway they were wrong for charging me 100.00 for something I don't do
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.       you just stated you don't lie or steal that I did not come to the desk to check out  you better look at your cameras again because I did come to the desk and turned in the key cards as I do at any motel I stay at. as for the stealing part you took 100.00 from me that you had no business taking. as for all I know you were the one went up to the room to smoke, just so you could get a bonus off of my credit card. say that I did it. when once again I do not smoke. looks like to me you got caught stealing this time and you are scared to admit it.
Regards,
[redacted]

Dear SirIn case of pre paid reservation it is hard to do a refund because customer has booked room in less price and pre pays, we have a contract with hotel.com that we can not cancel their reservation, they had made booking through 3rd party so it was not our mistake and we do not promise any guest...

to refund money we can provide them complimentary room in future subject to availability or if they have booked directly through us we provide them discount of amount what we have got against their room, price what they have paid to third party is different than what we have received. it works same way with every hotel in pre paid reservation. we do this only because we want that customer business 80% of motel will not do this on a prepaid reservation. on prepaid reservation our rate is less than 50 $ on a night when we are charging 100 +    and that is a drawback to book as prepaid. I will still check with owners if I can do anything or I will provide 5000 choice points which is allmost half payment of room by points for guest a night on points is about 8000 points. please let me know if any suggestion or advice where we can satisfy this customer but to get refund it is not under my control I have offer everything which is under my control.....jay mankad  ph [redacted]

Response to complaint: We feel this complaint is unjustified. Reason: On February 6th, 2016,  the guest checked into our hotel. Since the guest paid 3rd party it is hotel policy to ask for a CC for incidentals in case customer wants to charge food/drink/movies to the room or if there are any...

damages to the room including smoking in the room (we are a 100% smoke free facility) or damage from pets in the room. These polices are noted on the guest registration card which they are required to initial and sign at check in. This is normal procedure for every guest who stays with us. The signer of the registration card is responsible for the room and any and all other guest who stay in or visit the room if damages are incurred during the guests stay. The guest checked out of the room 2/7/16@10:40 am. Upon check out our laundry personnel went to the guest room to strip the linen from the bed and remove dirty towels. It was immediately reported to the front desk agent on duty that the room smelled like ciggarette smoke. When the housekeeper went to clean the room she verified the room did smell like smoke and found ashes and a cigg butt on the bathroom floor: she also noted the room looked "trashed" as if there had been a party in the room- this was also observed by our maintenace worker and both reported to the front desk.  At that time the front desk agent made a note in the log book that the guest smoked in the room and that it had to be put out of order to be deep cleaned and aired out. The guest CC on file was to be charged $150.00 smoking fee but only authorized for $100.00 so that is what was charged for the damages/smoke. The guest checked out on the 7th and today is the 11th and the room is still OOO due to room still smells like smoke after deep cleaning and is still airing out- resulting in a loss of revenue since we could not rent the room in an aprox amount of $365.76. The $100.00 damage fee is very little compensation vs the loss we incurred and will further incur if room is still not ready to be rented. The guest called the hotel on 2/10/16  around 8am and spoke to myself- the Front Desk Manager. He seemed nice at this time and tone of voice was polite. He told me the date he stayed and inquired about the charge to his CC. I looked up the information in the computer and saw that the room was charged a smoking fee. I explained to the guest what it was for and he got mad and stated he nor anyone else in his party smoked in the room. I looked up the notes in our log book and told him the findings of ashes and cigg butt on the bathroom floor. I politely informed the guest that due to the findings and hotel policy more than likely there would be no refund for the charge but I would pass all the information on to my GM and see what he may say. The guest just got madder and was getting a mean attitude wtih me. He stated it was my word against his that anyone smoked in the room and threatened to file complaints with you the Revdex.com and Choice and with his bank or CC company for fraudulent charges. He said he wanted to speak with my GM and I told him I'm sorry but he is out of town and unable to speak with him. He replied that isn't that how it always goes. I told him sir I will talk with the manager and let you know what the says. He then inquired if the owner was available to which I replied no he is not on property to speak with him but I could speak with him about the incident. Guest is now irate and being very ugly to me on the phone. He then demanded the owner's phone number and I informed him that that is personal information and I cannot give that number out. He then yells at me that he didn't ask for his personal number he asked for his business office number. As this conversation had been going on for awhile and seemed to be escalating to verbal abuse- I had had just about enough of the yelling, attitude and threats so my impatience was starting to come through in my tone of voice. I replied to the guest that he does not have a business line because he uses his cell phone or people call us at the hotel and we notify him, which I offered to do. I cannot give you his cell phone number. The guest then accuses me of having a bad attitude and are my managers aware of it. I said sir, I was very polite, I have offered several times to discuss this situation with the manager/owner and you are being out of line. I do not have an attitude unless one is given to me first and don't have to put up with this behavior and I do not have to stay on this phone. I can hang up and he interrupted with more yelling to which I replied, you know what, I'm sorry, goodbye! This conversation was witnessed by my breakfast attendant who was standing in front of me during the phone conversation. She can verify that I tried to be helpful and reason with the guests but it was going no where. If you would like any further information please feel free to call the hotel at any time or send us a fax number and we can send you any further documentation we have .Thanks so much for your time concerning this matter, I hope it sheds some light on the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.  if this is the policy of the motel then it should have been noted for one. for another the guest should have been present to witness the inspection, since I do not smoke maybe one of the cleaning staff needed to take a quick cigeret brake and thought they were going to get caught and trying to blame it on the guest. as for the room being dirty if they will look at the camera in the hall they will see that I put pizza boxes into the trash of the cleaning persons cart in the hall and I reinterate I do not smoke. I believe sinse I went through a third party they didn't receive as mutch money as the would if I went through them directly. I was not rude to the lady at the front desk until she started her attitude.
Regards,
[redacted]

Again, as previously stated this is hotel policy. Since the guest did not not personally come to the desk to check out and just left the property, the room issue was not discovered until the housekeeping staff checked the room for occupancy so it could be cleaned. When no one answered the knock on the  door- the room was entered, the evidence and smell was found and immediately reported to the Front Desk as is customary. Therefore, the guest was not present to include him in a room inspection. The room was then inspected by the housekeeper whom reported the incident, the Front Desk Agent on duty and as a third witness our maintenance employee. It was confirmed that yes, the guest smoked in the room. The explanation of why the guest was charged $100 instead of $150 was stated in our very first response to this complaint if you would like to review. The CC on file declined for the $150 and it only authorized for $100, which was the amount charged. This is a legitimate charge; we are an upstanding hotel and our employees do not lie, cheat or steal. We are sorry the guest does not want to take responsibility for his or his guests actions during their stay but again it is hotel policy that the guest was aware of at the time of check in. Our no smoking policy is strictly enforced due to the fact that we are a 100% smoke free hotel and when our non-smoking guest check into a room that has been smoked in, we then have to handle their complaints, issue refunds, and lose respectful clientel.  It is our job to ensure our guests have a "breathe easy"enjoyable stay. Thank you.