Assabett Co

Good Afternoon, The guest did stay at our hotel and two charges were done to her visa credit card ending in One charge for the room (72.34) and one penalty charge for smoking in a non-smoking room (115.00)The guest was informed upon chethat the property is smoke free and of the
penalty chargePlease see the attached receipt for all charges.The guest never provided any proof of said charges done to the credit card and we show no record of any other charges to this credit cardGuest is bad flagged from the hotel for room damage during her stay. Feel free to call if you have any questions, *** *** ***

The guest came to check into the hotel and within a couple hours called the front desk to notify of white film/substance on the top sheet of one of the two double beds. Nothing was said regarding any other issue and the front desk came straight to the guests' room to see what was going on. Once...

front desk verified there was issue with top sheet the guest was apologized to and immediately given new keys for a new room and a free upgrade to our deluxe double room. The guest took the second room and front desk called afterwards to check if everything was okay in the new room. The guest said everything was okay during this phone call. On the day of the check-out, both housekeeping management and hotel management checked the room to see if it has been smoked in due to a smell that came from the room when door was opened. They found during inspection of the room that the room had been smoked in and there was ash on the window seal. We have attached a picture of this to this response, however damage/penalty fees are non-refundable due to the fact that the rooms have to be treated after they are smoked in and blocked for a couple of days as well making them out of service. If you have any questions regarding hotel policy or any other concerns, please call hotel directly and we would be happy to assist.

Cardholder checked into room on the night of 3/3/2018 and then extended the room for the night of 3/4/2018. He came to the front desk the next morning and requested that we extend the room and then signed the bill for the next night. On the evening of 3/4/2018 the guest staying in the room next door...

to the cardholder made a complaint to front desk that it smelled heavily of marijuana and that it was coming from the room next door. We attempted to reach the guest but got no answer, he had also not allowed the housekeeping to enter the room at all since arrival so we were unsure of the damages at that point. The following day cardholder attempted to extend the room for the third night but we had speculation the room had possible damages so we required housekeeping to check the room and see if they had in fact been smoking in there. They found both ashes in the room and a heavy smell of marijuana, at this point we notified the cardholder that we would not be able to extend the room and that they would have to check out for good and be charged the smoking penalty fees. They agreed and checked out a bit after. When housekeepers returned to clean the room the guests were gone as well as our duvet cover and blanket. It had been stolen from the room. We have only charged the cardholder smoking fees, however we should have added $50 for the cover and $25 for the blanket. This person is no longer welcome at our property due to this incident and room damages they have done.

This room was booked for a one night stay for guest: [redacted] and payed by a third party not by the guest. The use of card being for any incidentals has been authorized by the cardholder. The cardholder is also aware of the possible charges for incidentals (any damage/issues/additional charges)...

and has authorized us to do so by filing out the proper paperwork with us directly. They have not contacted us regarding the situation and the room was smoked in during the one night stay. As per hotel policy and the documents signed the hotel will charge a $150+tax smoking penalty charge if any smoking is done in the room throughout the stay. Room was smoked in and hotel charged accordingly.

Complaint: [redacted]
I am rejecting this response because:I did not smoke in that room I request that they check the footage from the security cameras because they will witness me leaving the room 3 to 5 times to smoke. 
Regards,
[redacted]