Donovan House Hotel

Review: I was excited to stay at the donovan house hotel after reading the online reviews. I traveled two hours from ** to [redacted] and checked in after 6pm. At check in I stood at the desk for over 10 minutes before the front desk clerk decided to assist me. Due to the hotels regulation of no smoking I was happy to leave the room for this purpose. I can be seen on camera and it can be documented through valet services that I left the hotel over 5 times in the time frame of my stay and I was there less then 18 hours total. When leaving my hotel for checkout there was housekeeping staff outside my room making inappropriate comments in spanish, I advised the front desk clerk of this and she apologized. I checked out as soon as I could becuase I was very upset with the customer service and staff of this hotel, very unprofessional. I had to wait nearly 20 minutes for the front desk clerk to check me out . Three weeks after my stay the hotel decides to charge me $350 for a smoking fee. Seeing that I was still in the hotel over 20 minutes after my stay I feel I should have been notified of any issues with my room. I never recieved a phone call or any communication from the hotel, it was a shock to see such an exorbant charge on my bank state nearly a month after checkout. I have spoken to the hotel to advise of the horrible customer service experience as well as the false allegations of smoking but recieved no assistance. I was told "it's there word against yours"Desired Settlement: I did not smoke in this hotel and went above and beyond to leave hotel premises to do so. This company is falsely charging my card and making false accusations. I feel my $350 should be refunded in full because I did not violate hotel policy

Business

Response:

Hi [redacted]

I would prefer to address with the guest directly, but have not heard back yet.

As for the written response, the guest smoked in the Hotel Room and we have several pictures during waste removal that show ashes, cigar wrappers, cigar filling and cigarette box wrappers. She is requesting a refund of the deep clean charge that we applied in order to have the room properly cleaned.

I am not inclined to refund the deep clean charge.

Regards,

Assistant General Manager

Donovan House, a Kimpton Hotel