Unprofessional at the least
20/03/2017 Ashley P,
I stayed here one night with a small group of people and the rooms were nice and cleanly except for a dirty toothbrush found under the bed. However, after we stayed we got a $250 additional charge for... more
I stayed here one night with a small group of people and the rooms were nice and cleanly except for a dirty toothbrush found under the bed. However, after we stayed we got a $250 additional charge for smoking in the room, I called to try and clear this up because we did not smoke in the room. By taking this money out it put me in the hole causing my card to decline when trying to pay for gas on a road-trip, still having 4 hours of road left to travel ahead of me. Other than putting me in the negatives this hotel has caused me to run around jumping through their hoops to try and get someone to help me get my money back. They apparently have pictures of us smoking in the room which we didn't for one so right off the bat they are lying, and for two to get pictures like that they would have to be in our hotel room which is impossible due to the curtains and door were always closed, and this would also be VERY illegal. I have called them 5 times now to get nowhere, just to be lied to constantly about who supposedly has pictures, who has the authority to help me (which so far seems like no one at this hotel) and telling me I will get a call back three days in a row to not get a call. I was also told that the guy who has the pictures apparently was in a mood so that is probably why he hasn't called back, "a mood" for exact words of a front desk attendant is why I was not helped after calling multiple times. VERY VERY unprofessional and I would recommend people to stay at the C'mon Inn, Hilton, or honestly anywhere else to avoid the stuff they try to get away with and put you through here. less
Blake W, Manager at BEST WESTERN PLUS ClockTower Inn, responded to this review
Thank you for speaking with me earlier today and as I had expressed over the phone I do apologize for how we handled your situation. I have spoken with our front desk as well as our management on what occurred and how we can prevent the delayed response from occurring again as well as what we should have done to notify you of the smoking charge. After speaking with you what we believe happened is when you were smoking outside of the room the smoke got sucked back in through the heating in cooling unit causing the odor in the room which is why our signs next to every door ask guests to please smoke a minimum of 20 feet away from all doors. Due to the pool area and all rooms being non smoking we took the room out of order for 2 days to shampoo, deep clean, and wash the curtains in the room so no lingering smoke was in the room. Once again, I do apologize for the delayed response you received which should have never happened and have refunded the $250.