Hampton Inn & Suites Central Plano Reviews (%countItem)
Hampton Inn & Suites Central Plano Rating
Address: 3316 Central Expy, Plano, Texas, United States, 75074
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On January 27th, 2020, I was wrongfully and falsely accused by the general manager of the property, Amanda *** of smoking in the hotel room during my stay and was then charged a $250.00 non-smoking fee upon check out. Amanda *** alleged that a maid became 'dizzy and disoriented? by a smell left in the room and this somehow warranted the fire department, a police report, AND a Hazmat team to be called out to the property to inspect the room. During the call with Amanda ***, I advised her that I do NOT smoke and that the only smell that could have possibly been detected were essential oils for my diffuser/humidifier and natural white vinegar which I use to clean out the diffuser. Amanda *** said that the trained Hazmat team would test the air quality and room for smoke, thus proving that the room was actually smoked in and damaged. I placed a call to Hilton's Corporate office, relaying my entire conversation with Amanda and therefore lodged a complaint with them against the general manager and the property. Amanda was giving 3 days to respond to me with her findings from the Hazmat team but she actually responded in 6 days instead and this was after I contacted Hilton for a status update, since there was no word from her or Hilton's corporate office during the time frame that was given. Amanda *** responded via email and advised that the Hazmat team did NOT detect smoke or any other chemical as she stated and that they couldn't tell what the smell was. That constitutes a full refund as there was no proof and no charge given the results. I believe that Amanda *** is practicing extortion and is charging unsuspecting guest a $250.00 smoking/damage fee to make up for loss revenue due to empty and unsold rooms. I have also opened a claim with my bank and am waiting for a response. Please look deeply into this matter as it is not only theft, but dangerous and unethical.
Best Regards
Refund A FULL refund in the amount of $250.00
To whom it rnay concern;
tel: 972.905.5786
Friday, February 14, 2020
Revdex.com Case #XXXXXXXX
Hampton Inn & Suites Plano Central is a 100% Non-Smoking facility, as stated on our website *
and throughout the property. The Non-Smoking designation is valid to all materials causing harm to the
air quality, and/or the materials in the room - i.e. Candles, Vap Pen, etc. The penalty for breaking this
policy throughout Hilton Hotels is a fee. Upon checkout on the day in question, our Housekeeping
Assistant Manager entered Mr. room for a standard inspection. She became light headed, while
also notlcing a strange smell and haze in the air. A Front Desk employee working that morning entered
the room for a second opinion and experienced the same symptoms. The Plano Fire Department was
called and after explaining the situation, the Firemen directed the Hotel staff not to re-enter the room,
as it would need to be tested for hazardous materials.
A short t ime later, the Plano Fire Department, and Hazmat Team showed up to investigate the
room. Investigations found the walls, fUrniture and doors covered with foreign materials and residue.
We were instructed by the crew that the room could not be used for several days out of safety, due to
the lack of ability to identify the foreign products used throughout the room. The room was put out of
order for 3 days, deep cleaned from top to bottom, and had all materials replaced in the room.
We strive to provide a safe and clean environment for all guests who stay at our Hotel. We
respect the financial obligation entrusted with each and every guest staying in our Hotel. For those
reasons, each case is viewed individually and without bias or discrimination before a decision is made on
charging any fee.
Mr. showed a blatant disregard for this policy in using foreign items in our room, resulting
in the Hotel room being out of order for multiple days pending investigations and deep cleaning. The
allegation that the smell detected was "essential oils for my diffuser/humidifier and natural white
vinegar which I use to clean out the diffuser' is not a valid explanation, as Essential Oils do not leave a
residue on local surfaces. Mr. submitted his complaint to Hilton prior to this complaint and it was
closed with no compensation from Hilton. We regret for any situation to conclude this way, but have
done our best to show Mr. the upmost respect. It is our duty to uphold the standards of our Hotel
Policy and no one is above that rule. Thank you very much for your time.
-Hampton Inn & Suites Plano Central Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Per an email from Amanda *** she was unable to state just exactly what the "foreign" odor was from the air quality test, but I was charged a $250 SMOKING fee. She also said they were "unable to detect" what the scent actually was in the email to
me, but now states in the follow-up here that they detected something "foreign" on the furniture, sofa, etc. This is my first time hearing that and the email I have in her own words, says otherwise. I was hit with a NON-SMOKING fee as it states on the receipt, yet no smoke was detected because I do not smoke and I was charged anyways. The fact that a hazmat team, whose job it is to identify all substances, foreign or otherwise, was unable to detect smoke/tobacco and couldn't pinpoint or name the "foreign" substance at all is highly strange and suspect on the businesses part. This is extremely dishonest and bad business practices. The situation was handled by my bank, in which they returned my money back to me due to lack of proof or evidence from Amanda*** own words in her email sent to me and with that I am truly thankful. It is disappointing and disturbing that Amanda *** was unable or unwilling to be honest with anyone involved in this situation and is still allowed to steal money from guest in the manner that she does. At the same time, it is my hope that this open report can be and will be used as a deterrent to prevent this from ever happening to a future guest again.
Sincerely and Best Regards,
Mr.
As mentioned prior in our previous response, Hampton Inn and Suites is a 100% Non-Smoking Hotel.
However, when a guests that occupies a room it is their duty to make sure .the room is left the way they
have rented it. The smoke in the room left a residue on all of the walls floors and furniture in the room.
Guest might not have "smoked a cigarette" in the room however it was smoky and the cleanup and the
time the room was put out of order the hotel lost revenue.
As a good faith to the Plano community, we will release the $250.00 smoking fee back to the guest's
car.d . However, we ask if the guests ever return to the property, he/she does not smoke and/or bring
any chemical into the room or premises for the safety of the guests and the staff.
Sincerely,
Arnanda ***
Hotel General Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the proposed resolution in this matter, however, the General Manager at this property could have handled the situation a lot better than she did and this entire ordeal could have been avoided from the beginning. Futhermore, my wife and I will never return to this property or any other Hilton property again in the future due to the managers poor judgment and actions. This is really "unfortunate" because they lost out on what would have been a loyal, repeat customer residing at the property for 3-5 days every two weeks.
Best Regards,
Mr. E.