Clarion Hotel Campus Area

#ffffff;">To whom it may concern, You appear to have the wrong property on this one I just called our sister property what used to be the Holiday Inn in Eau Claire, but has now switched to the Clarion and they did indeed have this guest there with them so if you could please remove this case from our property and email to [redacted] at the Clarion Hotel in Eau Claire, [redacted] I called to confirm that this guest stayed there and [redacted] was aware of this guest Please let me know if I need to do anything further to assure this is taken off of our property complaints list Thank you, [redacted] General Manager Holiday Inn Express & Suites 26th Ave Chippewa Falls, WI [redacted]

We have responded to MsButton's complaint personally during a phone conversation today (1/28/14)
We have reviewed our process of documenting events like these, and have decided that there is an opportunity for an improvement on how they are handled
We will refund Ms*** $and have extended our apologies to her as well
Sincerely,
*** ***
***
***Assistant
General Manager
Clarion Hotel
Campus Area
*** ***
*** ***

normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff;">To whom it may concern,
 
You appear to have the wrong property on this one.  I just called our sister property what used to be the Holiday Inn in Eau Claire, but has now switched to the Clarion and they did indeed have this guest there with them so if you could please remove this case from our property and email to [redacted] at the Clarion Hotel in Eau Claire, [redacted]         I called to confirm that this guest stayed there and [redacted] was aware of this guest.  Please let me know if I need to do anything further to assure this is taken off of our property complaints list.
 
Thank you,
 
[redacted]
General Manager
Holiday Inn Express & Suites
12858 26th Ave.
Chippewa Falls, WI 54729
[redacted]

Review: I stayed in this hotel on 1/22/2014 for the night. We arrived at the hotel at about 9:30pm the night we were staying and requested for a late check out of noon since I was going to be taking a test and wasn't sure if I would be back in time to be able to check out. The late check out was granted. We stayed there until about 11:30am on 1/23/2014. When we checked out everything was fine and was told this by the front desk clerk. We had no complaints during the night. The next day 1/24/2014, I checked why there was a $100 missing from my credit card. I looked and noticed a charge from the hotel. I called to see if it was just a hold that they usually do, but thought it was odd that it was the next day. I was directed to the manager who stated that there was a smoking charge for the hotel for "marijuana" smoke. I told her that was completely ridiculously considering I do not involve myself with that kind of stuff. She went on to tell me that "three staff members" went up to my room after I checked out and "smelled" it and that the adjoining room had to be moved because of the smell. She said there was nothing she could do and that since it was after check out they couldn't tell me, even though they had my phone number to call. After being frustrated with her I hung up and had my boyfriend call back. They sent the phone call straight to voicemail and he explained that there was no evidence that it was us and this was after check out. For all we know it could've been a staff member or anyone that had access to the room after we checked out. He explained that if there was a complaint made that we should've been informed of it so we could've made our statement then and have them see there was no smoking in the room. Or that upon check out they should have let us show them the room. The maid was in the adjoining room cleaning before we checked out, so if there was a smell they should've noted it before we checked out. We never received a call back from the manager after hearing her in the background saying "send it to my voicemail". The managers name was [redacted]. We, also, told her that we complained about the smell when we first checked in and the next morning found hair in the bed we didn't even sleep in.Desired Settlement: I want an apology and the $100 back on my credit card for this charge. It is ridiculous that they are trying to charge me $100 for something I clearly did not do. They cannot charge me after I checked out and have no control over what goes on in the room. As stated above if there was a complaint then it should've been handled while we were there and not several hours after check out. Considering the room was clearly not cleaned appropriately before our stay and there was a smell in the room when we came in I don't see why the hotel can charge us. This all seems fishy, especially since the charge wasn't charged until hours after checkout.

Business

Response:

To whom it may concern,

You appear to have the wrong property on this one. I just called our sister property what used to be the Holiday Inn in Eau Claire, but has now switched to the Clarion and they did indeed have this guest there with them so if you could please remove this case from our property and email to [redacted] at the Clarion Hotel in Eau Claire, [redacted] I called to confirm that this guest stayed there and [redacted] was aware of this guest. Please let me know if I need to do anything further to assure this is taken off of our property complaints list.

Thank you,

General Manager

Holiday Inn Express & Suites

12858 26th Ave.

Chippewa Falls, WI 54729

Business

Response:

We have responded to Ms. Button's complaint personally during a phone conversation today (1/28/14)

We have reviewed our process of documenting events like these, and have decided that there is an opportunity for an improvement on how they are handled.

We will refund Ms. [redacted] $100.00 and have extended our apologies to her as well.

Sincerely,

Assistant

General Manager

Clarion Hotel

Campus Area