Baymont Inn and Suites Springfield

To Whom It May Concern: Complaint *** Hello Thank you for giving us the chance to review and follow up with the allegations Mr*** stayed with us on 12/ l 5/and he checked in lateThe card he provided initially was only approved for the rate of the room and it’s a common
practice for all the hotels to ask for incidental cardIn Case there is Smoking or damages to the propertyHe provided us with credit card for incidentalHe was aware we are a NON SMOKING FACILITY and there are signs clearly and visually marked across the lobby, hallway, rooms and even the registration card Guest signs in that we have zero tolerance when it comes to smokingHe was charged for the smoking fees and we had to upgrade his roomIt is rather easy to say the room was in bad condition if he hated it so much he could have requested the front desk for a room change or refundWe would have gladly refunded his moneyWe have over online reviews and we take customer service and cleanliness very seriouslyWe have star rating on Google and high ratings all across on travel sitesWe have a company that we use for our linen rentals and every room sheets gets changed everyday unless guest requests otherwise if they are staying overWe are one of the biggest business accounts of the linen company in Spring?eld .We have over housekeepers tending e unit propertyWe have no reason to lie about the use of Ozone machine since that’s a common protocol for all hotels to useWe also have to keep the room out of order for a night so the next guest doesn‘t have to sufferOnly reason we knew how he was smoking or, his companion Wee Smoking because the guest next door came down and mentioned smoking smell in the hallwayMr*** was adamant that he has not smoked in years and he suffers from Cardiac issue, and said he could provide a doctors letter backing that claimWe offered to Comp his room and refund $when he could provide us thatWe are still waiting for that letter to this dateHe has done lot of damage on social media and called us crooks and thievesHe opened a case on corporate site which he lostHe ?led a dispute with his credit card company and we provided all the paperwork they asked forThe credit card company issued the funds to us based on the paperworkHe smoked in the room and we upgraded him and the next room to a suite.We are providing all the paperwork to you as wellHopefully we can resolve this finally Best Wishes Kumar Mayank

I am rejecting this response because:  I neither reject or accept the response.  The issue isn't resolved.
I have reviewed the response from the hotel.  First
of all, the hotel knew I was going to be checking in late.  I talked to
them on the phone prior to arriving.  When I arrived, they acted like
they didn't know anything about getting in late.  That is probably the
reason they gave me a room in that condition.  He stated they asked for
another credit card for incidentals. That is NOT the reason he gave me
at check-in.  They told me they ran my debit card and it was denied. I
contacted my bank regarding the transaction when I got home.  My bank
stated, the first time my debit card was entered, the incorrect
expiration date was entered. The hotel told me it wouldn't go through.
They didn't tell me they would going to run it again, correctly this
time. They didn't have authorization to run it a second time. I
didn't notice the bad condition of the room until the next morning.  We
went to bed after we arrived because we had to get up early the next
morning. Otherwise, I would have asked for a different room. If the
guest next door mentioned he smelled smoke in the hallway, why didn't
they investigate it at that time.  There are numerous rooms in that
hallway. Sounds like a way to charge a guest extra charges after they
checkout. Yes, I did say that I don't smoke.  I never said I had a heart problem.  The manager didn't offer to comp the room or refund the $250.  This is the first I have heard of this  He stated he had called the police.  I asked him for the police report, which I never received. I
did send an email to Wyndham Corp.  They contacted the hotel to tell
them about the complaint.  I sent another follow up email to the
corporate office.  They never responded.  I never received anything that
said they denied my claim.  They just ignored it. By ignoring and not
correcting this issue, they have not only lost me as a customer, but my
business associates and friends.As far as my credit card dispute, my
credit card is [redacted].  They deny all claims.  I have never
heard anything good about this bank. I am in the process of closing the
account at [redacted]. What does he mean our room was
upgraded? We arrived, went to bed, got up the next morning and left.  We
didn't leave our room.  Next thing I know, the manager calls the next
day at 12:14pm (12/16/17), stating he filed a police report. I
am not asking for the room to be comped, after all we did sleep there. I
want the $250 charged to be refunded.  Just to end the matter, I may
accept a decrease of the charge. This is wasting much of my time and
energy.Thank you for your help in this matter.Terry [redacted]