ComplaintsforHoliday Inn & Suites Beaumont Plaza

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a room online and checked in with my grandaughter who had turned 18 and wanted to have a few girls over, I left with a friend and before I returned my grandaughter called me and told me they were getting kicked out. I didnt get a call from ******** inn stating this but anyway I was very upset because some of the girls there were not 18, the guy said he called me from his cell phone which I asked him to show me and he had no record 2nd of all when I got my bill they had taken out an extra 200 for a smoking fee. He said I signed a paper stating I was aware of this policy but again couldnt produce it all he showed me was pictures of ashes in a sink. My grandaughter said no one was smoking in there but they were loud playing a game I agree to pay the room fee which I signed up for but not the smoking fee because in no way I believe they were smoking because the alarm and smoke detector would have went off plus the sprinkler if it was ashes it was because she made them put a cigarette out if they tried to come in with one

  

  Business response

  10/03/2023

  ************************************ rented a room in her name and had underage children unattended in a sleeping for her granddaughter's 18th birthday party. You must be 21 and older to rent a room at this hotel and stay without the presence of an adult 21 yrs. & older.  She signed the welcome letter that is attached letting her know we don't allow parties in the sleeping rooms. The girls were removed from the property without a refund for making too much noise and no adult was present. There was also evidence in the room that the girls were smoking. I have attached a picture of ashes in the cup. The room also smelled like smoke. ******************** signed a welcome letter and her registration card stating our non-smoking policy as well as our party policy. Our policy states: "Parties and disturbances will not be tolerated in the guest rooms, hallways, pool area, patio area or lobby. Any indication of paraphernalia (i.e. balloons, cake etc.) viewed as being party material will result in you being removed from the premises with no refund. Parties are only allowed if prearranged in the sales office. If you or a guest causes a disturbance or bother other hotel guests, you will be asked to leave the hotel without a refund." Smoking Policy listed on the Registration Card that she signed as well: The Holiday Inn & Suites is proud to provide you with a smoke free environment. Please be aware that any evidence in your guestroom will result in $250.00 recovery fee assessed to your bill."  In leu of this information, we won't be refunding the $200 fee. It was actually supposed to be a $250 fee so she should be thankful for the discount.

  Customer response

  10/05/2023

   
  Complaint: 20684799
  
  I am rejecting this response because:
  I never signed anything stating about a smoking policy I am not happy with this decision the Manager has anger issues and refuses to bend I have heard several people saying they will never stay here ever again me being one of them plus I do know a lot of people who deal with ******** inn. He or nobody else would like to get there bill and have a 200 fee for smoking with only the little evidence he has but best believe God sits high and look more and not returning my money will come back and bite you, its called ***** just return my money and I will just put me on the no rent list sit back and watch that manager is going to run this hotel right into the ground noberspon formed against me will prosper and God says Ill leave the 99 and go to the one remember that.
  Sincerely,
  
  ***************************

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