Holiday Inn Express Hotel & Suites: Jackson

I am rejecting this response because:First, I haven't received any evidence or photos they statedSecond, I admit that one of my family members smoked, but not in the roomHe smoked outside the hotel in the open air which can be seen from the camera record of the hotelHe took the cigarette ends and ashes back to the room in order not to polute the outside but to put them in to the trash can.Third, the ashes or the cigarette ends are not everywhere but only in the trash can of the washroom.Fourth, all the policies of the hotel, including the paper the asked us to sign, told us not to smoke in the roomWe did follow this ruleWe were not told that there was a so-called smoking poleWhat is more, no policy prohibitted cigratte ends or ashes to present in the trash can.Last but not the least, no direct evidence to proove we smoked in the roomIn that case, the smoke alarm should be sounded, right? Since there was no alarms at all, are they providing a damaged room for us which contained lots of potential risks?

I am rejecting this response because: First, I haven't received any evidence or photos they stated Second, I admit that one of my family members smoked, but not in the roomHe smoked outside the hotel in the open air which can be seen from the camera record of the hotelHe took the cigarette ends and ashes back to the room in order not to polute the outside but to put them in to the trash canThird, the ashes or the cigarette ends are not everywhere but only in the trash can of the washroomFourth, all the policies of the hotel, including the paper the asked us to sign, told us not to smoke in the roomWe did follow this ruleWe were not told that there was a so-called smoking poleWhat is more, no policy prohibitted cigratte ends or ashes to present in the trash canLast but not the least, no direct evidence to proove we smoked in the roomIn that case, the smoke alarm should be sounded, right? Since there was no alarms at all, are they providing a damaged room for us which contained lots of potential risks?

Response:
This guest stayed at the hotel and used his credit card for the incidentals on rooms all of which were on separate confirmation
numbersAll rooms were signed for stating that there was a no smoking policy in the hotel and there would be an additional $charge if any of the rooms were smoked in, One of the rooms had been smoked inUpon initial inquiry from the guest about the additional charge guest was told he was not charged anything because the confirmation number did not match the room that has actually been smoked inUpon further investigation we were able to locate that his credit card had in fact been charged, for a room that he had family members inMr*** maintains he is a smoker and he took cigarette butts and ashes back to his room with him, Instead of using the smoking poles provided by the hotelMr*** has on several occasions contacted the hotel directly and our corporate offices regarding this matterHotel provided photographic evidence of smoking in the roomAshes in various locations in the room, cigarette butts, and empty packsCorporate has closed this matterThe hotel also considers this matter closed.Sent on: 11/3/5:28:PM

I am rejecting this response because:First, I haven't received any evidence or photos they stated. Second, I admit that one of my family members smoked, but not in the room. He smoked outside the hotel in the open air which can be seen from the camera record of the hotel. He took the cigarette ends and ashes back to the room in order not to polute the outside but to put them in to the trash can.Third, the ashes or the cigarette ends are not everywhere but only in the trash can of the washroom.Fourth, all the policies of the hotel, including the paper the asked us to sign, told us not to smoke in the room. We did follow this rule. We were not told that there was a so-called smoking pole. What is more, no policy prohibitted cigratte ends or ashes to present in the trash can.Last but not the least, no direct evidence to proove we smoked in the room. In that case, the smoke alarm should be sounded, right? Since there was no alarms at all, are they providing a damaged room for us which contained lots of potential risks?

I am rejecting this response because:
First, I haven't received any evidence or photos they stated.
Second, I admit that one of my family members smoked, but not in the room. He smoked outside the hotel in the open air which can be seen from the camera record of the hotel. He took the cigarette ends and ashes back to the room in order not to polute the outside but to put them in to the trash can.
Third, the ashes or the cigarette ends are not everywhere but only in the trash can of the washroom.
Fourth, all the policies of the hotel, including the paper the asked us to sign, told us not to smoke in the room. We did follow this rule. We were not told that there was a so-called smoking pole. What is more, no policy prohibitted cigratte ends or ashes to present in the trash can.
Last but not the least, no direct evidence to proove we smoked in the room. In that case, the smoke alarm should be sounded, right? Since there was no alarms at all, are they providing a damaged room for us which contained lots of potential risks?

Response:This guest stayed at the hotel and used his credit card for the incidentals on 4 rooms all of which were on separate confirmation numbers. All rooms were signed for stating that there was a no smoking policy in the hotel and there would be an additional $250 charge if any of the rooms were...

smoked in, One of the 4 rooms had been smoked in. Upon initial inquiry from the guest about the additional charge guest was told he was not charged anything because the confirmation number did not match the room that has actually been smoked in. Upon further investigation we were able to locate that his credit card had in fact been charged, for a room that he had family members in. Mr. [redacted] maintains he is a smoker and he took cigarette butts and ashes back to his room with him, Instead of using the smoking poles provided by the hotel. Mr. [redacted] has on several occasions contacted the hotel directly and our corporate offices regarding this matter. Hotel provided photographic evidence of smoking in the room. Ashes in various locations in the room, cigarette butts, and empty packs. Corporate has closed this matter. The hotel also considers this matter closed.Sent on: 11/3/2016 5:28:39 PM

Review: I stayed at this hotel on 8/29, 8/30 and 8/31. I was incorrectly charged for staying on 9/1. I spoke with someone at the front desk on both 8/29 and 8/31 confirming that I could let the front desk know I would not be staying the night of 9/1 when I checked out that morning. My account was charge on 9/3 $134.55 for staying 9/1, which I did not. I was then accused of smoking in the room and told that there was a $250 fee for this. Neither I nor my boyfriend are smokers and we were the only ones in our room. In fact we are both extremely sensitive to smoke and are strong advocates of non-smoking. This issue was never brought up during any of the conversations that I had with the hotel staff which took place on 9/7, 9/10, and 9/17. The only time that smoking in the room was brought up was on 9/18 when I again had to call regarding the incorrect charge to my account. I was told by the manager that 3 of the house keeping staff smelled smoke in my room. There were no cigarette butts or other items which would normally indicate a smoker was in the room.At the time of our stay there was a major wild fire in Yosemite that caused air quality warnings as far as Sacramento documented on the national news for days. Our first night at the hotel, 8/29, a smoke smell was coming through our air-conditioning unit. We opened the window to air out the room, but the smoke had not yet cleared from the area. I understood that this is condition which is out of the hotels control and did not complain or ask for a new room. What was not out of their control was the inadequate air filters which was in our air-conditioning unit. I should have been refunded for my room being that I am extremely intolerable of smoke and had to stay in a room which does not have appropriate air filtration. The manager is refusing to refund the incorrect charge claiming that we smoked in the room, but does not have evidence.

Product_Or_Service: Hotel accomodations

Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded for the night that I did not stay at the hotel and possibly for my entire stay.

Business

Response:

Final Consumer Response

The company did respond to me. They issued a refund for the incorrect charge. Thank you.