Complaints

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a motel room on September 27th 2022 at Drifters Motel in Terrace Bay Ontario. We booked their suit *** for 257.34 I signed their agreement witch states there would we a smoking fee of 200$ if there was smoking in the room knowing well that I do not smoke and did not plan on smoking in the room. Fast forward to the next day we check out receive our deposit back and we are back on the road I then checked my bank account and they had charged me 200$ additional after releasing our deposit and saying everything is good. Once I saw that charge I called immediately calling and calling and my calls being ignored I then turned my caller id off and they finally answered me I spoke with the manager that said they charged me a smoking fee because we smoked in the room, I informed her that there was no smoking in the room at all and that she had said well the room smelt of **** my boyfriend had left his ********** bag in the garbage can but we informed then there was no smoking in the suit whatsoever and that we used the designated smoking area when he did smoke and he only smoked one the entire time we were there but never in the suit I let them know this and they said well too bad we are still charging you for smoking in the suit. I said this is ***** *** unacceptable we never smoked in the room and you have already given us our deposit back you can’t just go back into my account after and decide to take money out I could understand if we smoked in the room but there wasn’t any smoking in it and **** ** ***** regardless if he left the ********** bag in the garbage can you can’t charge us a fee for something we didn’t do and they told me too bad they aren't reversing the charge. I have trying to get into contact with the owner multiple times and they keep saying he is supposed to be calling me back but I still haven't gotten a call. I would really like my money back this isn’t fair I never smoked in the room

  Business response

  01/11/2022

  This is a response with regards to the complaint below. With all due respect, our family has been in business for over 40 years in Terrace Bay and I’d like to believe that we have a decent reputation for being fair and honest with our customers.

   

  Upon notification from our housekeeping staff of the smell of smoke in room ***, we personally entered the room to offer a 4^th opinion as to what we noticed. There’s no doubt in our minds that someone had smoked ********* in this room. Now, it doesn’t mean that it was the people that rented the room as it could have been an acquaintance or a friend, etc. regardless, the renter is responsible for any happenings in the room.

   

  Having said this, we are prepared to offer a split on the fee charged, with no admission of guilt, and also ask that this customer does not return to our establishment in the future.

   

  Regards,

  Frank

  Customer response

  01/11/2022

   
  Complaint: ********  
  I am rejecting this response because: this is not acceptable neither my boyfriend or I smoked **** in the room. Like I said he had the *** ** **** that he rolled and smoked in the designated smoking area, we checked out and you returned my deposit once that was done taking my money following that is ***** and that is another thing I am trying to settle this in a professional manner after trying to contact you multiple times through your business directly and never returning my calls, if we do not settle this and you do not return the full 200$ to me we can go through small claims court and you can pay the fees that will come with that 
  Sincerely,
  
  Nicole ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩