Inns of California

Review: Charged for smoking in a non-smoking room when we did not smoke in the room.

We rented a room at the Inns of California Sonora on 6/8/13 for one night. The receipt I signed stated that there would be a $200 charge for smoking in a non-smoking room. This is twice as much as the room cost for the night. After returning home I notice that they charged three times as much as they should have to my card so I called. I was told that it was for smoking in the room. I told her we did not smoke in the room and that the staff came and asked us to quite down twice in the night. When they talked to us everyone from 3 to 4 rooms were out on the balcony smoking. Not in their rooms. The staff that spoke to us can verify this. She asked if we had the door open because smoke could come in an open door or window. I told her I wasn't paying $200 for smoke from outside coming in the window or door because we did not smoke in the room. She told me that her staff was trained to know when someone has smoked in the room. I do not find this to be true because they would have to see or smell something. Since we did not smoke in the room there wasn't anything to see and all the training in the world can not make someone smell, see, or hear better. She told me that I would have to dispute the charge through my bank. I attempted this and was advised to deal with the company direct but of course the company will just refer me back to the bank. After speaking with the bank again I was advised to go through Revdex.com. I should not have to pay if someone from a neighboring room smokes outside while the window is open. We did not smoke in the room.Desired Settlement: I would like the extra $200 charge refunded. I am not asking for a refund for the room because we stayed there and that is a valid charge. We did not smoke in the room so that charge should be refunded. They lied to get extra money from their costomers.

Business

Response:

Initial Business Response

This guest used her credit card to guarentee against damages to the room. I have the signed folio and credit card imprint as well as a copy of her ID. In this case there was damage to the room, in the form of smoke in a non-smokingroom. You are the third agency she has complained to. This has already gone to the credit card company and they found in favor of us.

Assistant Manager

INNS of California-Sonora

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I am flabbergasted at how this company coninues to fabricate new stories. My first phone call to them I'm told I'm responsible for the charge becuase my room door was open when people were smoking outside. After my first complaint they changed it from cigarettes to marijuana. Now after another complaint they come up with steam cleaning the carpet and deep scrubbing the walls. This is completely ridiculous. I'm starting to understand how they make money. There were two non-smokers that came into the room the morning we left to help us carry luggage to the vehicle and neither of them noticed a smell at all. How obvious can it be that this company will come up with any fictitious story possible to steal money from customers. Changing from, you're responsible for leaving the door open and smoke coming in, to putting the room out of service for two days...WOW! Quite curious as to what their next story will be. Again, I did NOT smoke in the room and would like the fake charges refunded. When I am being wronged I am very adamant about not laying down and allowing myself to be victimized. If any of this was true I would "give up". But being a victim I will continue to stand up for what's right and moral.

Final Business Response

The INNS of California does not arbitrarily charge smoking fees in rooms. An odor that quickly dissipates and causes no lasting damage to the room is not charged.

However, in this case the room had such a strong odor, we had to steam clean the carpet and deep scrub the walls to remove the smell. It required that we put the room out of service for two days while the carpet dried.

It is clearly stated when registering to the room what our policies are.