Atlas Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The facts remain that it is my word against theirsThe was no evidence found in the roomNot an ash, a butt, nor an empty cigarette pack was found anywhere in room I signed a paper stating I would not smoke in room, not a paper stating that I would not smell like smoke Maybe one of the employees whom was cleaning the room had smoked a cigarette prior to cleaning the room and that's why it smelled like smoke
Regard
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Contractor does incomplete work; does not stand up for the product Does not respond to requests for help in rectifying problems

I am responding to the claims made against our hotel by [redacted].  When Ms. [redacted] checked out of her room, our housekeeping staff alerted us that there was a strong cigarette odor coming from her room.  As is our protocol on all rooms with issues, we had 2...

managers go up and check the room before posting any smoking fine to the room.  We are a 100% non smoking hotel due to state law.  Some hotels across the country are smoke free because of company policy, but for us here, we are upholding the law.  Ms. [redacted] called the hotel a few days after checking out and asked why there was an additional $150 charge on her guest account, so I explained to her that it was due to smoking.  She then over the phone told me that she smoked outside and swears that she did not smoke in the room.  I told her that I sincerely believe that you are telling the truth, but that room had to be put out of order for one day and deep cleaned with an ozone machine so there was no remnants of cigarette smoke.  She told me then I should not rent to smokers at check in because they "all smell like smoke".  But for one, you cannot discriminate on those basis, two you cannot tell who is a smoker just by looking at them, and three we have had hundreds of guests who are smokers but follow the law and go outside and when they check out of their room, it has absolutely no cigarette odor.  Her room's drapes, carpet and beds smelled of smoke.  If the smell were off of someones breath or clothes, it would not waft in your face upon entering the room 5 hours after the guest has checked out.
At the time of check in all guests sign our registration card saying that they are responsible for any and all charges against their room.  I would be the last person to call anyone a liar, that is why when Ms. [redacted] swore she did not smoke in the room, I said "I believe you."  However, the state that the room was left in required deep cleaning before being released as a clean room.  A handful of guests do break the law and smoke in the hotel unfortunately, and we must charge the guest $150 and deep clean the room.  Our housekeepers do not know who stayed in what room, and what color clothes they wear or the guest name even.  So the odds that our housekeeper alerted us that a room was smoked in, and that person just happened to be a smoker is extremely coincidental.  Only about 20% of our guests are smokers in general.  So our company policy was followed when it comes to Ms. [redacted]'s situation.
 
If you need anything at all, please contact me.
 
Thank you,
Omar Z[redacted]
Best Western PLUS