Complaint Review: Mainstay Suites

While checking into hotel, they mentioned several times there was a $100 cleaning fee for smoking in the rooms.  However, at no time did they mention there was a designated smoking area.  I did not smoke in the room, but did sit outside on the stairs and smoked.  There were cigarette butts all over the ground and in the bushes prior to my arrival. 

I also spoke to several housekeepers and the maintenance man as they passed by.  At NO TIME did ANYONE EVER say there was a designated smoking area and you could only smoke in this area and I did not leave a single cigarette on the ground out of respect.  Long story short, they charged me the $100 for NOT smoking in my room, but smoking on the stairwell outside.  While I was there, I saw numerous people standing under the overhang smoking, so obviously they are not telling anyone. 

They stated I signed a document when I checked in stating I would only smoke in the designated area.  This is probably true, but who reads the small print after traveling for 12 hours.  I am thinking they would let me know these details, especially after mentioning so many times about not smoking in the room.  There is even a flyer posted on the refrigerator about not smoking in the room, but this flyer also fails to mention a designated smoking area.  It does state that if you are smoking outside your room, to make sure the door is securely shut so smoke will not get into the room.  They are speaking out both sides of their mouth as far as I can tell.

Then after getting my e-receipt, I find that they have billed me for 6 days instead of the 2 I actually stayed.  When I called in to question this, they left me on hold for over 10 minutes, so I had to call corporate and file a complaint, send in copies of my credit card statements and other items required.  I also had to call my credit card company and dispute these charges.  All of this takes time that I just don't have and should not have to do.  They are thieves and this is NOT the 1st Choice hotel that I have had this over billing experience with.

I am in a hotel over 300 nights a year and I would think they would want my business and be upfront with that information.  I am also a Choice Privileges/frequent stay member.  I honestly think if they see smoking in your profile, they just bill the $100 directly to your account and then refused to remove it.  If they will do this to me, they will do it to anyone.  BEWARE unless you have an extra $100 or so to throw away!  They can also throw away that Choice Privileges member as I will NEVER stay in another Choice hotel!