Response from the owner - 10 months ago
Dear Ms. Brooks,
Thank you for taking the time to write your comments. I am so sorry that you feel like we lied to you. Clearly each of us has our version of the story and after reading yours I thought I would share ours because I cannot disagree with your comments more. As a nonsmoking hotel we take smoking in our guest rooms very seriously. I do not think it is fair to our nonsmoking guests who chose to stay with us because of our nonsmoking policy that they must endure the smell of smoke during their visit.
Just to be clear, we do not arbitrarily ask guests to speak to us about smoking fees if we do not have undisputable evidence that it occurred. After our housekeeping management team entered the room you reserved we immediately smelled the odor of cigarette smoke, found the cigarette in the room, and took pictures of the cigarette to ensure that we had documented evidence that the cigarette was in the room.
Additionally, the person who was staying in the room admitted to the front desk team that they did smoke in the room but would prefer not to pay the $200 fine. We recognize mistakes happen so we adjusted the fee to $100 and he agreed to it. We also mentioned that we had no intention of kicking you and out of the room. We disabled your guest key so that you could come to the desk to arrange further payment for the smoking fee and discuss the remainder of your stay. This is common practice for us and this is why we disabled your key. Additionally, the other person in the room asked to change rooms so we arranged a new room for him and disabled the key to his old room.
I know the team members at the hotel tried to explain this to you on multiple occasions. I am so sorry that you are upset but we are simply thinking about all of our guests who stay with us. As I mentioned before, we take this very seriously.