Falsely accused and charged $250
My family and I were falsely accused of violating a non-smoking policy at the Best Western Haritage Inn, in Chattanooga Tennessee on March 29th 2020. Resulting in being charged an unauthorized "fee" o... more
My family and I were falsely accused of violating a non-smoking policy at the Best Western Haritage Inn, in Chattanooga Tennessee on March 29th 2020. Resulting in being charged an unauthorized "fee" of $250 on our debit card days after checking out of the hotel. My husband immediately called the hotel to figure out what was going on. He was informed by the front desk manager that the room smelled strongly of marijuana. That the "fee" was for smoke damage. They had to clean the carpets and ventilate the room for days. When we explained that we DID NOT SMOKE ANYTHING IN THE ROOM the hotel manager continued to accuse us. At no time did any guests or staff complaine or confront us during our stay about a smell of smoke or any suspected violation of their non-smoking policy. We had no knowledge of this alleged violation until we returned home and checked my account statement. After many calls, conversation and email with the hotel manager she agreed to refund $150 of the $250 "as a curtsey, just this one time". So...Best Western STOLE $100 and accused us of SOMETHING WE DID NOT DO. Oh and I already took this matter up with customer service and they were of NO HELP. Stateing the response from the hotel was that of an odor of marijuana. That they were not at the hotel so they can only go by what the hotel staff tells them. The CHARGES STAND. Never again will we stay with Best Western!!!! less
Andrew_Williams2, Manager at Best Western Heritage Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 423-899-3311.
Best Western Heritage Inn