ComplaintsforIsland Travel Inn

• Initial Complaint

  17/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We checked into the island travelers inn at 1850 Douglas street Victoria BC on June 30 2023, for two nights we paid **** after taxes and fees plus a **** deposit. They kicked us out the next morning July 1st at 10:30am claiming we were smoking. Both myself and my wife have asthma and we do not smoke, we both did smell smoke coming from the room beside us though. When asked what proof they had it was us, they admitted they entered our room at 10:50pm June 30th when we weren’t there. * **** * **** ******** ******* *** ** **** *** ***** **** ** ********* ******** **** **** ******* **** ** ******* *** ********* *******. The hotel admitted they went in when we were gone the evening of the 30th and ‘verified’ it was us. Again we do not smoke, and we did not give them permission to enter our room. **** * ***** ***** *** ******* ***** **** **** **** **** ******* ** *** They charged my credit card the **** for the two night stay even though we only stayed there one night and also charged us **** for ‘damages’. They claimed the linen had stains on it which they could not get out and had to throw away the linen, it was hair dye stains, the same stains everyone gets after dying hair and for anyone who does this, they all know that the hair dye color comes out of all fabric. When I spoke to the company to refund my **** charge, they ended up hanging up on me. *** **** **** ** ****** **** *** **** ***** *** ******** *********** *** they entered our room without permission, blamed us for things which we did not do, and wouldn’t work with us in trying to come to an agreement, nor could they offer any proof that the smoke came from our room. I would, at the very least, like the **** refunded back to my visa.

  Business response

  19/07/2023

  Regarding the Consumer: ******* ***** complains:
  All of our rooms were non-smoking and guest was informed during the check-in about the non-smoking policy and he put his signature on the reservation form to comply the reservation policy as per as Hotel Keepers ACT.  
  However, Guest was found smoking cigarettes inside the room on 30th June Friday night. Guest stayed in room Room 361.
  How we determined guest was smoked or not ?
  Our central smoke detector panel gave warning sign for smoke at 10:45pm from Room 361
  Due to fire hazard ,   We opened the room door at 10:50 pm – strong smell, smoke , cigarettes butts  were found 
  To keep the record ,we used Air quality detector as per as our hotel policy . But unfortunetly, guest smoked cigarettes again in the morning , and due to fire hazard , guest was requested to check out immediately to avoid any escalation  , Mr.  ******* ***** did acknowledged smoking cigarette in the phone over the phone , when front desk agent called him to check out  due to violation the smoking policy. , Mr.  ******* ***** requested for one more chance but hotel did not accept his request  due to fire hazard. And  Mr.  ******* ***** checked out .
  Total  Damage charges : $440
  -$250 Fine for smoking cigarettes in a non-smoking room.
  -$254 Guest damaged bedsheet, towels, duvet cover and duvet , pillow cases and pillow , guest stained on these linens, all evidence collected and recorded. 
  
  -Guest was explained about the charges and any dispute , guest needs  to contact booking.com agent to learn more about the reservation terms and conditions . Also, guest may proceed to the court  or BC Civil Resolution Tribunal for the claim and Island Travel Inn will respond the case and also will provide  all the evidence for the damages he made during his stay at our hotel.
  
  Thank you
  MD
  Island Travel IN 

  Customer response

  19/07/2023

   I am rejecting this response because:
  
  I never admitted to smoking. I asked that they let us stay the last night but not once said we smoked on the room. 
  the linen was NOT damaged beyond repair. It was hair dye that leaked from hair to bed, oh and we never used ANY of the towels, so trying to charge us for towels that was thrown out is completely bogus. They had no pink on it at all. 
  the bed linen did, but so did the ones we have at home, and a simple wash with bleach cleaned it, I have photo proof of how easy that is, unless the hotel does not bleach their bed linen ***** ** **** *********** 

  Hair dye does not leave a forever stain, *** ** **** **** ** ****** **** ******* ****** **** ******** ******* **** **** ***** *** ****** **** **** ***** ***** ** ****** **** *** ***** **** ***** ***** ****** *** *** **** ***** ****** *** **** **** * ***** ***** **** *** ***** ***** *** ** ****** The extra damage charges, in my opinion, are complete bogus and simply a cash grab from a very run down hotel. 
  Also, if the smoke detector indicated smoking at before 11pm on the 30th, why wasn’t this brought up then?? Or when we returned to the hotel? Why did they wait till the morning to confront about the smoking. 
  Regardless, we did not smoke in that room, nor did we admit to smoking in the room. *** ***** ******* *** **** ********** ********* ** **** *** ***** *** ** *** ******* ******* ****** ** *** **** **** *** ** ****** **** ***** ****** *** 
  We will not going through the courts however, not because we were in the wrong, simply cause we cannot afford it, *** * ***** **** **** ***** **** **** ***** ***** ** **** ***** ***** **** ****** *** *** ****** ******* *** 

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