Grand Canyon University Hotel & Restaurant

Good Afternoon,I (Brett C [redacted] ) spoke with this guest after they were charged a smoking fee and did not feel it was justifiedDuring our conversation she explained to me that she had guests in her room that stayed up very late consuming alcohol against her requestShe said that if anyone smoked in the room it must have been them but that they are saying that they did notI explained to her that more than one of my team members had confirmed the smell of smoke in the roomI told her that I understood her situation and asked her if I split the charge with her if she would be satisfied with that and she stated that she would and that she appreciated itI spoke with the front desk and asked them to reverse half of the chargeThe following day we saw that she had posted a complaint on social media saying that I lied and did not reverse half of the charge as I said I wouldI called the guest again hoping to discuss the situation with her but I left a voicemail instead asking her to call me to discussShe did not call me back but I confirmed that the charge reversal was processed correctlyI thought that the reversal must have taken a day or two to post and that she had seen it now and did not feel the need to return my callI am more than willing to discuss this with the guest but as she and I agreed to the resolution I do not feel that I should do anything else at this time.Best regards,Brett C [redacted]

Hello,We have reversed the first half of the charge as the guest and hotel management agreedWe will now reverse the rest of the charge but due to the fact that we came to an agreement and the guest is now not following through with the agreement that was made we will ask that this guest does not come to our property again

Good Afternoon,I (Brett C[redacted]) spoke with this guest after they were charged a smoking fee and did not feel it was justified. During our conversation she explained to me that she had guests in her room that stayed up very late consuming alcohol against her request. She said that if anyone smoked...

in the room it must have been them but that they are saying that they did not. I explained to her that more than one of my team members had confirmed the smell of smoke in the room. I told her that I understood her situation and asked her if I split the charge with her if she would be satisfied with that and she stated that she would and that she appreciated it. I spoke with the front desk and asked them to reverse half of the charge. The following day we saw that she had posted a complaint on social media saying that I lied and did not reverse half of the charge as I said I would. I called the guest again hoping to discuss the situation with her but I left a voicemail instead asking her to call me to discuss. She did not call me back but I confirmed that the charge reversal was processed correctly. I thought that the reversal must have taken a day or two to post and that she had seen it now and did not feel the need to return my call. I am more than willing to discuss this with the guest but as she and I agreed to the resolution I do not feel that I should do anything else at this time.Best regards,Brett C[redacted]

the policy states if smoking occurred in the room and that did not occur. I refuse to pay a fee for something subjective like a smell when there is no proof that the policy was ever broken. We did not smoke in that room.