Magnolia Tree Hotel

Dear Revdex.com,All rooms are checked before and after arrivalThere was a strong smell of cigarette smoke after the guest left the roomAll of our rooms are non-smoking so it is our policy to charge the guest for deep cleaning a room in order to make in comfortable for the next guest.We have strict policy about the smoking feeThe guest requested pictures of cigarette butts but as explained to him the odor left by smoking is what we base whether someone has been smoking in the roomWe will look into the matter further as we take all customer concerns importantlyThank you

Dear Mr [redacted] , We find your recollections of events to be inaccurateWe will follow up with you later this evening, but we stand by our non smoking policy and procedures

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We asked the front desk attendant to come to our room to investigate the soundHe declinedWe didn't change our storyIt sounded like constructionBut after hearing the noise for over hours, we know that it was a problem with the buildingWe told separate employees thisAll claimed that it was noise coming from the apartments behind the buildingThere are no apartments. No one from Magnolia Hotel has contacted me via email OR phoneI've done all the contactingThey blow me off and state that someone will contact meMore lies. We didnt "change rooms"If you look into our reservation, I booked 10/and 10/originallyI added 10/laterYou have me no choice but to check outOn the morning of 10/12, I asked the front desk if we could stay the remains two nights in the same roomI was told noThat I would need to check in again, and that we would be getting another roomI asked againIf we could just stay in hbd same room, as the rooms were the sameI was denied again. We spoke with our neighbors in room ***, they also were disturbedThey heard the same noise and were woken up early. I did get the refund for 10/Thank youBut, I have requested a refund of $for 10/as it was the most miserable hours spent in a hotel roomThe lies that the employees keep telling is just further confirmation that they have had this complaint more than once. I will continue to call and ask for the refund for 10/12.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no strong smell of cigarette smoke. That is a lie the night before we had ordered chicken and ate in the room and in the morning all we did was shower and check out.We basically only used our room to sleep and get ready besides that we were out visiting family. They really need to stop lying 
Regards,
[redacted]

Hi Mrs. [redacted], We did speak over the phone and email you promptly after you checked out. Attached are the receipts for your stay showing you were in two different rooms. The email was sent on Oct. 13 with the subject line Reservation #[redacted]. It was made through our reservation system so I cannot forward it, but I took a snapshot of the date and time. Thank you

We have investigated this complaint. The employee working that night is one of our oldest and most trustworthy employees. When they called about this issue he went to their room and walked around the property, and did not find anything the guest claimed. The guest originally said that it was...

"construction noise from next door" and changed their story after check-out. We immediately contacted the guest via email and spoke to them over the phone regarding this. They stayed in 2 different guest rooms, and changed rooms the second night. They wanted the cancel the third night, and we refunded them without penalty. Since, we cannot verify their claims, we cannot provide them a refund for the two nights they stayed with us.

Dear Revdex.com,All rooms are checked before and after arrival. There was a strong smell of cigarette smoke after the guest left the room. All of our rooms are non-smoking so it is our policy to charge the guest for deep cleaning a room in order to make in comfortable for the next guest.We have strict...

policy about the smoking fee. The guest requested pictures of cigarette butts but as explained to him the odor left by smoking is what we base whether someone has been smoking in the room. We will look into the matter further as we take all customer concerns importantly. Thank you

Dear Mr[redacted], We find your recollections of events to be inaccurate. We will follow up with you later this evening, but we stand by our non smoking policy and procedures.