Best Western Montezuma Inn & Suites

Good afternoon,This person was a guest at our Best Western PLUS Montezuma Inn & Suites. Our hotel is 100% smoke free. When guest check in they initial on a machine that they understand the hotel is smoke free and there is a $500.00 fee for smoking anywhere within the building. This guest did... sign that statement.When any guest smokes in the room we have to have a professional carpet cleaning company come in and shampoo the carpets. We also have to have the drapes dry cleaned, All bedding removed and cleaned, wipe down all the walls and place the room out of order for 48 hours while this is being done. This is a huge cost to the hotel not to mention the loss of revenue for the room being out of service for two days.We spoke with the guest and did agree to refund her $250.00 of the initial $500.00 smoking fee. We have already done that refund.I am attaching two picture of proof that cigarettes where found in the room. We will not be refunding any further money to this guest. Sincerely,Management Best Western PLUS Montezuma Inn & Suites2020 N Grand Ave.Las Vegas, New MexicoPhone ###-###-####Fax ###-###-#### [redacted]

I had a reservation at the Best Western hotel on July I arrived at approximately midnight on July I went to bed and when I awoke in the morning, I proceeded to get ready for an appointment When I was leaving the room, I noticed crumbs on the table and a dirty sock next to one of the bedsI left the hotel as I had an appointment to attend I received my credit card statement and found that I was charged $for smoking in the room I was charged for something that I was not responsible for as I am a non-smoker

Complaint: ***
I am rejecting this response because:The information provided does not prove anything Best Western did in fact refund $250.00, but the fact still remains that the room appeared to have not been properly cleaned prior to me entering the room, due to finding the dirty sock and crumbs on the tableThe two photos of trash do not show a date or time stamp of when or where they were takenI am disappointed with the inaccurate information and service I received at this Best Western hotelI do not wish to pursue this further as I will not be a guest at this Best Western again
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Good afternoon,This person was a guest at our Best Western PLUS Montezuma Inn & SuitesOur hotel is 100% smoke freeWhen guest check in they initial on a machine that they understand the hotel is smoke free and there is a $fee for smoking anywhere within the buildingThis guest did
sign that statement.When any guest smokes in the room we have to have a professional carpet cleaning company come in and shampoo the carpetsWe also have to have the drapes dry cleaned, All bedding removed and cleaned, wipe down all the walls and place the room out of order for hours while this is being doneThis is a huge cost to the hotel not to mention the loss of revenue for the room being out of service for two days.We spoke with the guest and did agree to refund her $of the initial $smoking feeWe have already done that refund.I am attaching two picture of proof that cigarettes where found in the roomWe will not be refunding any further money to this guest. Sincerely,Management Best Western PLUS Montezuma Inn & SuitesN Grand Ave.Las Vegas, New MexicoPhone ###-###-####Fax ###-###-####***

Complaint: ***
I am rejecting this response because:The information provided does not prove anything Best Western did in fact refund $250.00, but the fact still remains that the room appeared to have not been properly cleaned prior to me entering the room, due to finding the dirty sock and crumbs on the tableThe two photos of trash do not show a date or time stamp of when or where they were takenI am disappointed with the inaccurate information and service I received at this Best Western hotelI do not wish to pursue this further as I will not be a guest at this Best Western again
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Good afternoon,This person was a guest at our Best Western PLUS Montezuma Inn & Suites. Our hotel is 100% smoke free. When guest check in they initial on a machine that they understand the hotel is smoke free and there is a $500.00 fee for smoking anywhere within the building. This guest did...

sign that statement.When any guest smokes in the room we have to have a professional carpet cleaning company come in and shampoo the carpets. We also have to have the drapes dry cleaned, All bedding removed and cleaned, wipe down all the walls and place the room out of order for 48 hours while this is being done. This is a huge cost to the hotel not to mention the loss of revenue for the room being out of service for two days.We spoke with the guest and did agree to refund her $250.00 of the initial $500.00 smoking fee. We have already done that refund.I am attaching two picture of proof that cigarettes where found in the room. We will not be refunding any further money to this guest. Sincerely,Management Best Western PLUS Montezuma Inn & Suites2020 N Grand Ave.Las Vegas, New MexicoPhone ###-###-####Fax     ###-###-####[redacted]