Spring Hill Suites

Review: To whom it may concern;On Dec 31 2014 I stayed at the Spring Hills Suite in State College Pa. Room [redacted]. I was inadvertently charged 250.00 for cleaning. The manager stated to me on phone they found butts in the garbage. That in fact they did, I do not deny that! There was no smoking in that room, the couple of times I did smoke was in my car outside in the parking lot closest to the side door. I did empty my trash from car into the room garbage can while there. As I have done many time in the past there and other places which included my car ash tray. The only smoking done near the room was the two cleaning staff that were smoking all morning right outside the side door on New years day, which was propped open because lock does not unlock when cold. And they were only one smoking near my room that was less than 10 away from Room [redacted] that I stayed in. I would like to dispute this charge and credit my account. Thank you and have a great day.Sincerely [redacted]###-###-####Desired Settlement: Refund would be nice

Business

Response:

Good Morning, I received two letters from the Revdex.com this morning on the complaint from Mr. [redacted]. Mr. [redacted] was charged on January 1, 2015 when housekeeping found evidence of smoking in the room. The Executive housekeeping found a cigarette box and a half smoked cigarette in the bathroom trash and the bathroom area had ashes and an overwhelming smell of smoke. The room was out of order for 1 night, and the second night we had guest check in who said the room smelled of smoke at check out. Mr. [redacted] called me on January 7th and asked what the charge was for and I explained what we found. He said that he brought his trash in from his car, and when I mentioned that we had trash cans located at every entrance to the hotel he immediately blamed the staff saying that he saw them smoking outside close to his room. He called a second time to discuss a second authorization and told me he understood why he was charged but he would be complaining online. On Friday January 8th I received a email for a Trip advisor from Mr. [redacted] and I responded this shortly after arriving to work at 7 am. A few hours later I received an email from Mr. [redacted]’s office about the charge that Mr. [redacted] received. I responded to the email and asked the office to call me. I have talked to [redacted] from Mr. [redacted]’s office and discuss what I have mentioned above. She suggested refunding 50% of the charge due to Mr. [redacted] being a frequent guest. [redacted] placed a call to Mr. [redacted], he agreed to the refund of $125.00 and apologized. I have refunded his card $125.00 on January 8th and the issue has be closed with Mr. [redacted]’s office. If there is anything else I could answer please let me know. Thanks, [redacted]Assistant General Manager

Review: I made a reservation at the hotel and received a confirmation.They overbooked and sold my room to someone else.I was traveling on business with other people, thus separated.The attendant ([redacted]) told me this is a routine policy of Marriott, called "being walked", and often exercised by his manager, [redacted], who was unable to be reached to discuss the situation because he was out riding his motorcycle.What then is the point of making a reservation with Marriott? I have totally soured on the company, not that I expect anyone in Marriott to care, as was displayed by the attendant that evening.Desired Settlement: Change their policy....right now a confirmation has no meaning and is falsly representing affirmation of a reservation.