What do i do now-accused of smoking in my hotel room-Not Guilty!

[Addy123]

I recently stayed in a hotel which is something I do 2-3 nights a week with my job (in various parts of the country) and have done for 8 years.
When I receive good service I am happy to compliment and frequently feed back to the organisations positive stuff.

However, the service and conditions I received in this particular hotel was appalling. I tried to register my disatisfaction in the morning, but the manager was unavailable, so I complained to the hotel group within 24 hours via their web site. I made it clear that I was complaining because I felt this hotel let the group down and I did not want any recompense such as a refund or a free night etc (there was no way I would stay there again)

I had an acknowledgment from the group to say my complaint had been forwarded 4 days later and would be dealt with by the hotel directly.

I came home yesterday after being away again for 3 nights and had a letter from the hotel accusing me of smoking in my room and telling me they had debited my credit card with a £150 charge to clean the room! Strangely enough this was dated the same date that my complaintwas forwarded.

I again complained to the group and have just received an e-mail from the hotel manager which was at best derisory and telling me the charge will stand. He actually accused me of complaining in order to avoid a smoking charge against my room!

As I said I regularly stay in hotels and if i can't access a smoking room I don't smoke, but how can I prove that? I went out to eat that night (as the hotel was so poor) and was only awake for about 1 1/2 hours in the evening and about an hour the next morning, so not smoking wasn't a hardship for 2.5 hours.
I am livid. I have demanded a break down of how the £150 is made up, but is there anything else I should do?
I am going to write to the local newspaper where the hotel is situated and outline the whole thing t

[jackthehat]

The £ 150 will be for the 'deep-cleaning' and refreshing of the fabrics/carpets/curtains in the hotel room.

[daffy654]

I would try and seek a charge back via your credit card company if I were you.
I don't see how a hotel can just charge for this unless they have proof that you definitely smoked in that room.

[borisbrain]

You could speak to CAB or council trading standards. Also contact your credit card company and have the charge disputed. A local newspaper might cause a little local embarrassment, but try Capital Letters at the Guardian or its equivalent at the Observer. £150 is a ridiculous charge. It's not as if they're carrying out radioactive decontamination. All they probably did was open the window...

[daffy654]

Opening a window and maybe spraying a bit of Febreeze around hardly warrants a £150 charge. The bedding would have been laundered anyway so that should not be incuded in any extra charges.

[Addy123]

I agree £150 is ridiculous, but the point is I DIDN'T smoke in my room! I have no way to prove that though. I think it is because I complained

[Barmaid]

Is the extra charge anywhere in their terms and conditions?

[Barmaid]

And they have to prove you were smoking, not you have to prove you were not.

[jackthehat]

In order to let them room out again, as a 'non-smoking room' they have to allow 48 hours to pass..........
Write to head-office, threaten to avoid their chain and to write to the papers..........Threaten to leave a bad review on Trip Advisor.

http://www.tripadvisor.com/

[vulcan]

I would copy and send all relevant paperwork to the head office of this group.ask them why this wasn't dealt with at your departure and demand proof of you smoking.Tell them you are placing this in the hands of your solicitor.

[Addy123]

Just a quick update. The e-mail i sent asking for a breakdown of costs and defending myself has been blocked by the manager!
So to sum up, I make a valid complaint and get punitivley penalised by an incompetent manager who accuses me of something i did not do and when I reply to defend myself and dispute the matter, I get blocked.
I have now contacted the group telling them I am putting the matter into dispute with my credit card company and asking them for the hotel owners name in order to report their manager.
The Hotel but the way is the Best Western Reigate Manor Hotel. Best Western is simply a slaes and marketing group that acts on behalf of independently owned hotels. I am gobsmacked at the disgusting way i am being treated.

[trt]

It could have been one of the staff having a quick puff when you departed your room.

[tamborine]

had you smoked in the room the smoke alarm would sound....and since it didn't you either didn't smoke or the alarm was faulty.....threaten to report to Trades & Standards. They can't help themselves to your CC payments....contact CC & tell them to stop payment......let the hotel sue you!

[Euroanchor]

I was just going to add a point, then noticed it had allready been mentioned by the previous post. But to add to tamborines point, if, as they say, you were smoking, then the smoke alarms would have been activated at the time. As they obviously didn't go off , it stands to reason you weren't having a smoke.
Now here is the part that should be your saving grace, and secure not only your £150 refunded, but also a grovelling apology.........
By law, the hotel would have to have a log of any incident involving the activation of a fire protection device i.e. smoke alarm, as there was none, and no precautionary evacuation, there are only 2 possibilities, 1: you didn't smoke, and 2 : there fire and smoke detection equipment is faulty, and they are in breach of health and safety laws by letting the room out.

You should outline these matters to the hotel owner, demand your money back within 7 days or you will instigate legal proceeding, and then report them to the HSE,

[Addy123]

^^^ Thanks Mark I wondered about the smoke alarms too! That's one of the reasons I don't smoke in hotel rooms with them as i am terrified of setting them off!

My CC company have said they can't rescind the payment as I was made aware of what the charge was for and my company (I have a company CC) have contacted the manager and he won't budge. I am now argueing further that I was onlymade aware of the charge 4 days after i left and then by mail which actually arrived 8 days after I left, so tey debited my card without my knowledge.Our Head of Finance is off until next week so i am going to take it up with her and see if we can do more. At the very least I agree with your comments about notifying H&S and will follow up on that.