Complaint Review: Fairfield Inn - downtown Louisville KY - Louisville Kentucky

You posted on a public web site and are going to get a lot of opinions.  You are not going to like all of these opinions.  Based on what you wrote, which is all people have, it could be seen where the charge may have been legitimate.

I will however commend you for updating the report and stating that they did refund the charges.

To anyone who reads this and wants to point out any flaws on my part, your opinion matters none.  Fairfield Inn did not have time & date stamped photos of any evidence that they claimed to have had.  Their accusations were complete bull as were their unauthorized charges to my debit card.  A full refund of the $250 smoking charge, the $200 hold as well as the 1-night stay was returned to my bank account this morning.  It just goes to show that if you're proactive and honest justice will prevail!!!

The boyfriend's smoking trash was in your trashcan, huh? How exactly did his used cigarette butts end up in your trashcan if he wasn't still smoking them upon entering your room, or at the very least, by your front door, before putting them out?

It just doesn't follow that he would put them out before even entering the hotel and then carry the butts all the way to your room to dump them. If he left no butts in the trash, just, lets say, the empty package or whatnot, then I'd say the hotel has more explaining to do.

I'd also say you have grounds to refuse the charge and demand it be charged back by your card issuer, if all the hotel has on you is the incense, because THEY refused or were unable to stop your neighbors smoking. You shouldn't be expected to put up with unpleasant odors the whole night/stay just because they're short staffed. That's THEIR problem, not yours. And the incense was a reasonable resolution to your predicament.
Now, if the charges came right out of your bank account, well that's a lesson. Never use debit cards for any open ended situations where the business can tack on extra charges.

Doesn't incense smoke?  does smoke only refer to tobacco?  I have seen incense cigarettes.
If you're going to have a hang up at least be fair about it.  I hate the smell of incense.

First of all you went around the hotel and tried to solve the problem on your own. I know it's frustrating but more often then not there is nothing the night staff can do, I am luckey in that I work in a hotel that has two staff members on at all times. Most hotels have only one person at the desk at night and they arn't allowed to leave. Even with two people at the desk we are limited in what we can do when a problem arrises and more often then not can only ever pass the problem on to the morning shift.

Second you were burning incense and admit to burning it, even if the room beside you wasn't smoking you would be charged as it costs the hotel $250 to have the room cleaned, most places consider incense the same as smoke. You cant lite incense in places that dont allow smoking as it's the smoke not the smell of the smoke that causes irritation.

Third you agreed to paying $250 when you checked into the hotel, it's standard policy. It's likely printed on your key package or somewhere on your reservation if you made it online.

Fourth they have evidence, they have pictures of the incense you were burning and you say your boyfriend smokes, why was he throwing out stuff from his smoking inside the room? Most non smoking hotels allow you to smoke outside and have trash cans out there for your garbage. There is no reason to have garbage from smoking in your room period.

Fifth, the practices of this hotel are standard and completely fair. You lit incense in the room and your boyfriend left stuff from his smoking inside the room, thats all the evidence the hotel needs. The fact that the connecting room was smoking as well has very little baring on this as for all the hotel knows you choose to smoke when the smoke from the other room came into yours.

I will say that they should have left you speak to a manager. Thats poor customer service and not a rip off.

Next time when the front desk tells you they will deal with it please be paitient as night staff are very limited in what we can do, ask for a room move, if the hotel is full it sucks but by taking things into your own  hands you have removed any chance of the hotel not charging you for smoking. Even if your boyfriend didn't smoke in the room, even if you dont smoke.