Courtyard by Marriott Charlottesville North

Review: I am a cigarette smoker. I smoke OUTSIDE 100% of the time, including when I am at home, or in a location that happens to allow indoor smoking. When I smoke, if there is no trashcan or ashtray near me I put my butts in my back pocket and keep them until I can dispose of them properly. So instead of littering my cigarette butts on the property of the hotel I took them and threw them away in my in room trashcan. The hotel has seen this as "proof" that I broke their "no smoking policy" which is 100% not the case. They charged me an extra $250 without notice, overdrafting my debit account and causing me to have to pay a late fee on my car payment as well. So, since I chose to be responsible and dispose of my trash IN A TRASHCAN and not litter on their property they are refusing to refund my $250. This is totally unacceptable in my opinion.Desired Settlement: I would very much like the $250 refunded to my debit account that they took it from.

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that they are a smoke free hotel and the consumers room had smoke damage and the balcony had ashes and cigarette buds in the trash can. [redacted] stated that it is their policy to charge a $250 fee when the find a customer has smoked in a room.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I had trouble responding through the website. It wouldn't let me click in the text box to respond. I reject the accusations by the company that there were ashes on the balcony, as I know for a fact no cigarettes were smoked there. There were cigarette butts in the trash, because they are trash. I chose to not throw them on the ground of the property and instead threw them away in the trash. Trash in a trash can is NOT evidence of smoking in the room. Throwing away cigarette butts in a trash can is not the same as smoking in the room. Their policy is no smoking in the room, no one smoked in the room. This is a fraudulent charge. I don't know how to make it any more clear.

Regards,

Review: We reserved 2 rooms for 2 nights in May 2015 but had to cancel right after as our daughter had emergency

surgery & we would not be staying at the Marriott. All but $252.59 was returned to us via Visa. We are asking

for the remainder of the money as we never stayed at the Marriott during that time.Desired Settlement: We'd like $252.59 refunded to our Visa account

Business

Response:

Hello [redacted], In response to case [redacted], we have spoken with Ms. [redacted] multiple times to address her concern. She booked her two rooms via a third party, [redacted] When she cancelled, we refunded the amount that we charged her. The hotel, as well as the Marriott Customer Care center, has no record of an additional $252.59 that is owed to her. We have told her on several occasions that if she is able to show us a charge from our hotel, we will be more than happy to refund that amount. As it stands, we have no record of charging her that amount and are unable to refund until we have a record of the original charge. Thank you,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I dispute the answer to our claim because I did provide a copy of the $252.59 which was charged to my Visa account. I sent a letter dated Jan. 12, 2016 to Mr. Mostafa at Courtyard Charlottesville Northstating dates, reason for cancellation as well as a copy of the charge for $252.59 with the description stating Courtyard by Marriott, Charlottesville. If Mr. Mostafa is disputing that he received thatinformation, he is wrong. I actually sent a letter on Sept. 30, 2015 stating all the information to him also. My husband and I met with him at the Charlottesville hotel Dec. 26, 2015. I am forwardinga copy of the letter and [redacted] charge to you. I await your reply. Thank you.

Regards,

Business

Response:

Revdex.com spoke with the business this charge has been refunded to the customer after receiving the documentation from Revdex.com provided by the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,