Angle Road Mobile Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did, and still fully do, understand the hotel's policy on smoking and adhered to it. My understanding of the policy is not the issue, at issue is the charge. There was no balcony to the right of us as we stepped out of our room (we occupied a room that was recessed behind a portion of the building that jutted out), but there was a balcony to our left, that was not truly separated and being used by guest(s)s to smoke. I was a also a windy, cold evening. As a guest of the hotel, I am not responsible for ensuring policies are adhered to. Is the hotel is stating I could have avoided the charge by moving a butt - surely not the result the policy was trying to get at? II have travelled extensively and have never had anything such as this happen and I guess I was surprised when the hotel would not even consider that they may have made an error.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We apologize for any inconvenience the guest may have experiencedHowever, we take fire code violations very serious at Diamond Mills.Guest was part of a wedding partyGuest was informed several times, before arrival, at check in and during her stay that Diamond Mills is a non smoking propertyWe
have balconies overlooking a creek and woodsIt's a fire hazard.Upon check out, cigarette butts were found on *** ***'s balconyOur policy states that a $fine will be charged to the guest when we find evidence of smoking in their room or out on their balconyThis is clearly stated in our confirmation emails, and on our check in receipt which *** *** signed off on.I only charged *** *** $as we did not have to ionize the room, however I cannot ignore a severe fire code violation and she was charged accordingly*** *** insists she does not smoke, however she is responsible for any damages to her room or balconyThis too is information she had prior to her arrival and on the receipt she signed upon check inThe cigarette butt was found on her balcony. Again we apologize if *** *** feels she was wrongly charged, however she is responsible for the condition of her room and balconyShe never complained about the guest's next door smoking , or throwing cigarette buts onto her balconyAlso, there were no cigarette butts found on the balconies to her left or rightThe only butt found was on her balcony

Dear *** ***,Again I apologize for your distress over this matterI have read your complaint, and agree that you should not be responsible for guest's in the next room throwing cigarette buts on to your balconyAnd if it had appeared that that was the case, I would have no problem refunding you the fee.However, as the picture I sent you showed, the cigarette butt in question was ground into the cement of the balcony, making it appear as if someone stepped on itAn occurrence that could not have happened from a neighboring guest's as there is a railing separating all balconies.Smoking violations, as I stated previously, are taken very seriously as we are located in a heavily wooded areaHaving said that, I would be happy to talk to you about a possible solutionI do not wish for any guest to feel like they've been treated unfairly.Please feel free to contact me at the Hotel to discuss the matter further.Gina H***Hotel General Manager

Dear *** ***,Again I apologize for your distress over this matterI have read your complaint, and agree that you should not be responsible for guest's in the next room throwing cigarette buts on to your balconyAnd if it had appeared that that was the case, I would have no problem refunding you the fee.However, as the picture I sent you showed, the cigarette butt in question was ground into the cement of the balcony, making it appear as if someone stepped on itAn occurrence that could not have happened from a neighboring guest's as there is a railing separating all balconies.Smoking violations, as I stated previously, are taken very seriously as we are located in a heavily wooded areaHaving said that, I would be happy to talk to you about a possible solutionI do not wish for any guest to feel like they've been treated unfairly.Please feel free to contact me at the Hotel to discuss the matter further.Gina H***Hotel General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did, and still fully do, understand the hotel's policy on smoking and adhered to it. My understanding of the policy is not the issue, at issue is the charge. There was no balcony to the right of us as we stepped out of our room (we occupied a room that was recessed behind a portion of the building that jutted out), but there was a balcony to our left, that was not truly separated and being used by guest(s)s to smoke. I was a also a windy, cold evening. As a guest of the hotel, I am not responsible for ensuring policies are adhered to. Is the hotel is stating I could have avoided the charge by moving a butt - surely not the result the policy was trying to get at? II have travelled extensively and have never had anything such as this happen and I guess I was surprised when the hotel would not even consider that they may have made an error.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We apologize for any inconvenience the guest may have experienced. However, we take fire code violations very serious at Diamond Mills.Guest was part of a wedding party. Guest was informed several times, before arrival, at check in and during her stay that Diamond Mills is a non smoking property. We...

have balconies overlooking a creek and woods. It's a fire hazard.Upon check out, cigarette butts were found on [redacted]'s balcony. Our policy states that a $500 fine will be charged to the guest when we find evidence of smoking in their room or out on their balcony. This is clearly stated in our confirmation emails, and on our check in receipt which [redacted] signed off on.I only charged [redacted] $250 as we did not have to ionize the room, however I cannot ignore a severe fire code violation and she was charged accordingly[redacted] insists she does not smoke, however she is responsible for any damages to her room or balcony. This too is information she had prior to her arrival and on the receipt she signed upon check in. The cigarette butt was found on her balcony. Again we apologize if [redacted] feels she was wrongly charged, however she is responsible for the condition of her room and balcony. She never complained about the guest's next door smoking , or throwing cigarette buts onto her balcony. Also, there were no cigarette butts found on the balconies to her left or right. The only butt found was on her balcony.