Best Western The Inn at Rochester Airport

In regards to a recent complaint about a smoking charge. This is not something we take lightly, nor do we just charge guests without just cause. We follow a strict procedure before charging a smoking fee. Not only did we have a number of complaints from surrounding rooms the night before, but after...

check out we were notified by housekeeping that not only did the room smell of smoke, but there was evidence as well.Before charging a guest we must have not only one person but a minimum of two check the room and find evidence. Either ashes, cigarette butts etc. We do not charge based on smell alone. When guest first called in she stated neither of them smoked, and she would not have noticed smell as she was sick, then later stated they did smoke but went outside.We had received 3 different complaints from 3 different outlets all with a different story.We lost the sale of the room for 3 days due to how strong the smell was. Guest also signed registration card at check in that states if you-smoke in a non smoking room you will be billed a $250.00 smoking fee. We also have signs in all rooms that state this as well. Should you have any questions or require any further information, please do not hesitate to contact me directly.Thank you, ,Shaunna [redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
They say they had multiple complaints yet not once did anyone come to or call room if anyone had complained someone would have said something I feel that they are purposefully trying to take money from me when for the few hours I was there I was sleeping because I didn' Feel well and could not drive any further after work as I live an hour away.                                                                                                          Regards,
[redacted]