Staybridge Suites Akron-Stow-Cuyahoga Falls

Please see the attached response provided by the businessIn regards to Revdex.com Complaint ID: [redacted] Guest was told upon check in that our policy states they may pay cash upon check out but we still need to authorize a credit card to have on file for the full amountThe guests had to leave to add funds to the account so they were definitely aware that we were obtaining the $authorizationGuest did come to the desk in the morning and paid cash for the room and the authorization was released in our system at that time, it is up to the bank how long this authorization takes to release.The guest checked into a non-smoking room and signed the registration card stating that they would be charged a $smoking fee if they smoked in the roomThe person that made this complaint states that she is a non-smoker but the gentleman that she checked in with was seen smoking out in front of the hotelHotel has three witnesses that entered the room after departure and smelled smoke in the roomThe room had to be placed out of order for the night for special treatment to try to get rid of odorWe then tried to charge the $smoking fee but we were only able to get $on the card.The guest then called several times to the hotel and to the corporate office to complain and the $smoking fee was reversedSpoke with the bank to expedite releasing the authorization on the credit card

I am rejecting this response because:
NO ONE SMOKED IN THE ROOM IN QUESTIONTHIS WAS STILL AN ILLEGITIMATE CHARGE

Please see the attached response provided by the business. In regards to Revdex.com Complaint ID: [redacted]Guest was told upon check in that our policy states they may pay cash upon check out but we still need to authorize a credit card to have on file for the full amount. The guests had to leave to...

add funds to the account so they were definitely aware that we were obtaining the $126 authorization. Guest did come to the desk in the morning and paid cash for the room and the authorization was released in our system at that time, it is up to the bank how long this authorization takes to release.The guest checked into a non-smoking room and signed the registration card stating that they would be charged a $250 smoking fee if they smoked in the room. The person that made this complaint states that she is a non-smoker but the gentleman that she checked in with was seen smoking out in front of the hotel. Hotel has three witnesses that entered the room after departure and smelled smoke in the room. The room had to be placed out of order for the night for special treatment to try to get rid of odor. We then tried to charge the $250 smoking fee but we were only able to get $100 on the card.The guest then called several times to the hotel and to the corporate office to complain and the $100 smoking fee was reversed. Spoke with the bank to expedite releasing the authorization on the credit card.