Towneplace Suites-Fenton

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: *** ***-GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@dimdev.com
This guest did file a complaint with Marriott on 12/in which both my assistant and myself spoke to himI have attached copies
of our correspondence to this complaintAs I explained to the guest, his occupation, status of his wife or age of his child does not and should not hinder the fact of whether a smoking fee is charged or not as well as the fact that we have no information about the status of our guests, whether pregnant or not, what they do for a living, etctherefore those facts are null and voidWe also explained to the guest on 12/when we were notified by him, that we were refunding the full charge due to the lack of details and evidence, being that he had stayed with us over a month prior to his callI as well as my assistant apologize repeatedly that we had apparently made a mistake and guaranteed him it wasn't malice or intentional to cause him so much griefI also shared with him our policy and how we go about placing the smoking charges
I felt this case was closed and honestly had expected him not to contact the Revdex.com due to our correspondenceI am hoping our guest is now satisfied and hoping he and his family have a wonderful holiday season
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: [redacted]-GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dimdev.com
This guest did file a complaint with Marriott on 12/11 in which both my assistant and myself spoke to him. I have attached copies...

of our correspondence to this complaint. As I explained to the guest, his occupation, status of his wife or age of his child does not and should not hinder the fact of whether a smoking fee is charged or not as well as the fact that we have no information about the status of our guests, whether pregnant or not, what they do for a living, etc. therefore those facts are null and void. We also explained to the guest on 12/11 when we were notified by him, that we were refunding the full charge due to the lack of details and evidence, being that he had stayed with us over a month prior to his call. I as well as my assistant apologize repeatedly that we had apparently made a mistake and guaranteed him it wasn't malice or intentional to cause him so much grief. I also shared with him our policy and how we go about placing the smoking charges.
I felt this case was closed and honestly had expected him not to contact the Revdex.com due to our correspondence. I am hoping our guest is now satisfied and hoping he and his family have a wonderful holiday season.
Thank you for the opportunity to respond.