Omni Richmond Hotel

As Ms [redacted] admits, she was burning a type of inscense or ther scent masking aroma device in her guest room The smell was so strong, that we were unable to rent the guest room the day after her departure date Our Website and Reservations clearly state that "All guest rooms and interior public space are percent smoke-free" This information can be found at www.omnihotels.com/hotels/richmond/property-details/policies I have personally discussed this with Ms [redacted] and explained to her that the fee would not be removed due to the extreme level of the smoke smell associated with the items she admits to burning in her roomPlease let me know if any additional information is required Thank you

Revdex.com: I have reviewed the offer and/or 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.Smoking fee is a SMOKING fee ..I DONT SMOKENo where on website or on the signed registration card does it state no aroma scent warmer or incents allowedonce I pointed this out the corporate office, the reason all of a sudden became because I wouldn't open the door when incent police pounded on doorSingle female traveler opening door to people never seen beforeAnd they never said open only informed me no incent I disposed of it right awaytotal of minutes of an incent and omni steals from my bank account claiming that one incent destroyed their room Then to have management react as if I'm not a paying customer is just an insult to injury They can keep the 200, and I'll keep far away from the Omni Richmond HotelCustomer Service workshops should be made available to this hotel staff Regards, [redacted]

Revdex.com:
I have reviewed the offer and/or 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.Smoking fee is a SMOKING fee ..I DONT SMOKE. No where on website or on the signed registration card does it state no aroma scent warmer or incents allowed. once I pointed this out the corporate office, the reason all of a sudden became because I wouldn't open the door when 3 incent police pounded on door. Single female traveler opening door to 3 people never seen before. And they never said open only informed me no incent.  I disposed of it right away. total of 5 minutes of an incent and omni steals 200 from my bank account claiming that one incent destroyed their room.  Then to have management react as if I'm not a paying customer is just an insult to injury.  They can keep the 200, and I'll keep far away from the Omni Richmond Hotel. Customer Service workshops should be made available to this hotel staff. 
Regards,
[redacted]

As Ms. [redacted] admits, she was burning a type of inscense or ther scent masking aroma device in her guest room.  The smell was so strong, that we were unable to rent the guest room the day after her departure date. 
Our Website and Reservations clearly state that "All...

guest rooms and interior public space are 100 percent smoke-free" This information can be found at www.omnihotels.com/hotels/richmond/property-details/policies.  I have personally discussed this with Ms. [redacted] and explained to her that the fee would not be removed due to the extreme level of the smoke smell associated with the items she admits to burning in her room.
Please let me know if any additional information is required. 
Thank you.

Review: I was charged a $151 smoking fee because I had a scent warmer in the room. I had it plugged in 5 minutes before 3 security personal decended upon my room to inform me no smoking allowed. I don't smoke. They then changed it to say no inscense allowed. Ok I said and apologized and unplugged my scent warmer. That's the only thing that makes my travels feel a [redacted] more comfortable. So the omni decides to charge me $ 151 bucks for 5 minutes of a scent warmer being plugged in. They swear by the no smoking policy which states zero about a scent warmer or inscense. I'm outraged and will never spend my hard earned money at another omni hotel unless this is resolved. Disgraceful to treat a consumer like that.Desired Settlement: Full refund of this theft by the omni hotel

Business

Response:

As Ms. [redacted] admits, she was burning a type of inscense or ther scent masking aroma device in her guest room. The smell was so strong, that we were unable to rent the guest room the day after her departure date. Our Website and Reservations clearly state that "All guest rooms and interior public space are 100 percent smoke-free" This information can be found at www.omnihotels.com/hotels/richmond/property-details/policies. I have personally discussed this with Ms. [redacted] and explained to her that the fee would not be removed due to the extreme level of the smoke smell associated with the items she admits to burning in her room.Please let me know if any additional information is required. Thank you.

Consumer

Response:

I have reviewed the offer and/or 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.

Smoking fee is a SMOKING fee ..I DONT SMOKE. No where on website or on the signed registration card does it state no aroma scent warmer or incents allowed. once I pointed this out the corporate office, the reason all of a sudden became because I wouldn't open the door when 3 incent police pounded on door. Single female traveler opening door to 3 people never seen before. And they never said open only informed me no incent. I disposed of it right away. total of 5 minutes of an incent and omni steals 200 from my bank account claiming that one incent destroyed their room. Then to have management react as if I'm not a paying customer is just an insult to injury. They can keep the 200, and I'll keep far away from the Omni Richmond Hotel. Customer Service workshops should be made available to this hotel staff.

Regards,