Land And Lake Service

Sent: Tuesday, February 02, 1:PM Subject: Guest Complaint-#*** Dear Revdex.com of Metropolitan Houston, Thank you for notifying our property of Ms***’s concern regarding a $charge that was posted to her stay for a “Smoking in Room” ***ltyDuring the initial check
in of all our guests, we review our strict policy regarding smoking in our guest rooms and balcony areas which is prohibitedWe take a great deal of care and Pride in our guest rooms and maintain them with a “Smoke Free” environment on a day to day basisWe prohibit smoking on our balconies as well as smoke does have a tendency to drift inside our guest roomsAfter Ms*** checked out I was notified by our Housekeeping and Maintenance staff to check the room as it had a heavy smell of cigarette smoke and we would have to place it “Out of Service” for special cleaning .***lty charges are approved by myself as I want to insure that we charge appropriatelyWe did charge $for a smoking ***lty as the room had a very heavy smell of smokeIt is possible that Ms***’s statement regarding the smoke on their clothes may have been the cause of the smoke smell in their guest room and not the actual smoking in our guest room and therefore we have refunded Ms*** charges of $back to her CCDA copy of the refund was issued today and a copy of the refund receipt was sent to her e-mail address at ***@aol.com We apologize for any inconvenience, Sincerely, Dalia *** General Manager