Initial Business Response /* (1000, 5, 2017/10/18) */
We have received your letter with regard to the complaint lodged by one of our previous guests at the Delta Beausejour
At the time this guest stayed with us, there was an overwhelming smell of cigarette smoke in her room, a fact that was
verified by the room attendant and more than one managerWhen we check for smoke damage, we verify using a diamond pattern (rooms on all sides of the suspected room) to confirm that it is indeed isolated to the room in question
Our guests pay a high room rate to stay with us, and as such, we guarantee them amongst many things an allergy-free stay with usThe extent of the smell was such that it was necessary to put the room out of service and install our RRR (Rapid Room Response) air purifying machine for many hours to cleanse the air before it could be resold to the next guestThis is an expensive UV based purifier that the hotel uses to neutralize strong odors and to eliminate other airborne allergens and it was necessary in this specific case
The smell of smoke in *** room resulted in the loss of potential revenue had we been able to sell the room the night that *** checked out, as well as the cost of extra labour to clean the smell of smoke from the roomThe $*** smoking fee does not actually cover out costs for this incidentUpon checking out, *** was irritated and extremely rude to our Guest Service Manager, cursing and swearingThis behavior in no way played a role in the decision to charge but was certainly not appreciated and made it difficult to further discuss the matter with her*** then messaged our Front Desk Manager directly through the manager's own personal Facebook account, rather than any hotel channels, which was unsettling to the manager
We have communicated directly with *** regarding this smoking charge and in our opinion, this matter is closed
***
General Manager
RR:PD
Initial Consumer Rebuttal /* (3000, 7, 2017/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I did not smoke in there
Initial Business Response /* (1000, 5, 2017/10/18) */
We have received your letter with regard to the complaint lodged by one of our previous guests at the Delta Beausejour
At the time this guest stayed with us, there was an overwhelming smell of cigarette smoke in her room, a fact that was
verified by the room attendant and more than one managerWhen we check for smoke damage, we verify using a diamond pattern (rooms on all sides of the suspected room) to confirm that it is indeed isolated to the room in question
Our guests pay a high room rate to stay with us, and as such, we guarantee them amongst many things an allergy-free stay with usThe extent of the smell was such that it was necessary to put the room out of service and install our RRR (Rapid Room Response) air purifying machine for many hours to cleanse the air before it could be resold to the next guestThis is an expensive UV based purifier that the hotel uses to neutralize strong odors and to eliminate other airborne allergens and it was necessary in this specific case
The smell of smoke in *** room resulted in the loss of potential revenue had we been able to sell the room the night that *** checked out, as well as the cost of extra labour to clean the smell of smoke from the roomThe $*** smoking fee does not actually cover out costs for this incidentUpon checking out, *** was irritated and extremely rude to our Guest Service Manager, cursing and swearingThis behavior in no way played a role in the decision to charge but was certainly not appreciated and made it difficult to further discuss the matter with her*** then messaged our Front Desk Manager directly through the manager's own personal Facebook account, rather than any hotel channels, which was unsettling to the manager
We have communicated directly with *** regarding this smoking charge and in our opinion, this matter is closed
***
General Manager
RR:PD
Initial Consumer Rebuttal /* (3000, 7, 2017/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I did not smoke in there