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Marriott International, washington D.C. Complaint - Marriott's $250 Smoking Scam - washington DC mariott
washington DC mariott - Complaint
My mother just got a $250 charge on her account for "smoking in the room" which is absurd because my mom is the biggest anti-smoker in the world. She spent hours on the phone with Marriott, going all the way up to the VP of Marriott, asking them if it really was true- why would she fight it this much. They said they had pictures of cigars and papers rolled up and tobacco leaves on a plate! really?? I read reviews online that some hotels offer their housekeepers get $10 bonuses for every smoker they catch. SO what, you don't tip them they make their OWN tip??? The VP refunded all but $50. This is the most ridiculous thing I have ever heard of. As a smoker or nonsmoker how are you ever going to feel safe booking a hotel room knowing that you will have to find a way to make sure you are not scammed! What ever happened to "the Customer is ALWAYS RIGHT"??
Comments:
Posted by Alain on 2010-09-16:
Let the Marriot know you wrote this review. Invite them to comment here.
Posted by Weedwhacked on 2010-09-16:
The customer is always right was replaced a while ago with, profit and more profit!
Posted by James_236 on 2010-09-16:
Wrongly accusing guests of smoking seems to have become a common scam even in the big hotels. Someone I know who is a non-smoker says his way around this is to always request a smoking room even though he is a non-smoker. The smell of the room is at most only slight and never unbearable and you don't have to worry about being charged for smoking.
Posted by jktshff1 on 2010-09-16:
Stayed in a "no smoking" room last night. Chair had burn holes on the arms of it.....called the front desk and showed them...no problems.
Posted by MRM on 2010-09-16:
JKT doesnt play around!
Posted by ontario_girl on 2010-09-16:
I work as a hotel housekeeper. I certainly don't get "bonuses" for catching smokers! And believe me, in my time, I have found many, many, many people who have certainly smoked in their rooms. We charge a $150 cleaning fee for people who smoke in their rooms but I we don't usually end up charging most people because it's such a difficult thing to prove. Unfortunately, there are several people out there who will smoke in a non-smoking room and it really sucks for us housekeepers because we have to scrub the walls, wash the drapes and every bedspread (regardless if the bed was used or not) just in case the next guest happens to be sensitive or allergic to cigarette smoke. All because one guest couldn't read (or chose not to obey) the "Non-Smoking sign"!
Anyway, sorry to hear about your mom's troubles! Smoking scams do seem to be common these days.
Anyway, sorry to hear about your mom's troubles! Smoking scams do seem to be common these days.
Posted by singsing on 2010-09-16:
I would be very upset if this happened to me--being charged for something I don't even do.
Smokers stink! I wish they would realize how bad they make a room smell when they smoke inside. Of course, they are so used to the smell on their own bodies, they probably don't even notice.
Ontario girl, that was very informative.
Smokers stink! I wish they would realize how bad they make a room smell when they smoke inside. Of course, they are so used to the smell on their own bodies, they probably don't even notice.
Ontario girl, that was very informative.
Posted by old fart on 2010-09-16:
If you're a smoker. use SNUS.... same tobacco high with no odor!
Posted by GenuineNerd on 2010-09-16:
Except you'll get mouth cancer instead of lung cancer.
Posted by leet60 on 2010-09-16:
If they tried this with me I would demand to see "the pictures".
Posted by LinusOno on 2010-09-17:
There is something inherently wrong with what Marriott is doing here. I believe you simply need much more proof than a few butts allegedly found. Marriott needs to figure out a fair way to make such accusations/charges. Maybe have an employee walk the halls every so often, and if they smell smoke coming from a room, knock on the door and tell them of the charge they should expect. I don't know. I do know that I would fight for my $50. File a civil suit - I'll bet they won't show up and you'll win by default.
Posted by Nohandle on 2010-09-17:
Knight, yours is not the first complaint about someone being charged with smoking in a non-smoking room. The smokers I know step outside if they discovered themselves in a non-smoking room. Ashes in the garbage, cigarette butts floating in the toilet? I would think a smoker, knowing he was in a non-smoking room, would do a bit more to cover up the evidence. Haul the garbage to the car, double check that the potty has been flushed the second time and rinse the sink before checking out. I've maintained many times it is someone onstaff smoking in a room.
Posted by Justice-4All on 2010-09-17:
ALWAYS PAY CASH! I hear the same complaint on other threads/posts about being charged for "disappearing" pillows, blankets, towels, etc...If you pay cash, then they can't charge your credit card long after you've left.
Posted by singsing on 2010-09-17:
But, justice, you still have to leave a credit card number with them, even if you pay cash at the end. At least that's been my experience. But, I've never been charged for anything missing or for smoking in a non-smoking room, so I must be ahead of the curve.
Posted by Justice-4All on 2010-09-17:
I too have never been charged for anything...yet! LOL!
I always pay cash at every hotel I've ever stayed at, and never leave a credit card #. I only pay for the amount of days that I intend on staying. Granted, nearly every hotel will ask for an additional cash deposit up front, for incidentals. But you receive this deposit back at the time of checking out. When I get that deposit and exit the hotel...our business together is finished. PERIOD. Only once, I had the front desk actually use a walkie-talkie and radio the maid upstairs to ask if the room was "clear". It was and I got my deposit back. If there was a discrepancy, it would've been dealt with immediately, with both parties present. CASH-CASH-CASH!!! I know in the world of plastic, it is seems a convenience, but in the end it may not be.
I always pay cash at every hotel I've ever stayed at, and never leave a credit card #. I only pay for the amount of days that I intend on staying. Granted, nearly every hotel will ask for an additional cash deposit up front, for incidentals. But you receive this deposit back at the time of checking out. When I get that deposit and exit the hotel...our business together is finished. PERIOD. Only once, I had the front desk actually use a walkie-talkie and radio the maid upstairs to ask if the room was "clear". It was and I got my deposit back. If there was a discrepancy, it would've been dealt with immediately, with both parties present. CASH-CASH-CASH!!! I know in the world of plastic, it is seems a convenience, but in the end it may not be.
Posted by singsing on 2010-09-17:
That's interesting, justice. I've never thought of doing it that way. I think some hotels I stay at require a credit card to hold the reservations. But, I've never had anything put on my card that wasn't supposed to be there. Hopefully it will never happen. I probably wouldn't carry around enough cash to cover one of my bills, so I'm afraid I'll be doing the plastic.
Posted by Nohandle on 2010-09-17:
It's only happened to me once and was a number of years ago. A CC was required. No problem until I received my final bill. Everything was as agreed but I spotted a charge for the hospitality machine, vending machine or whatever it was called in my room. Excuse me, I wondered why someone would pay that sum for a tiny bag of chips or an even tinier candy bar and I didn't open the machine.
When I called the charge was immediately deducted, no additional questions asked. I guess we will have to start demanding someone from housekeeping inspect our room before we check out. Somewhat like a person returning a rental vehicle. I hope you don't have a flight you're trying to meet or you are out of luck.
When I called the charge was immediately deducted, no additional questions asked. I guess we will have to start demanding someone from housekeeping inspect our room before we check out. Somewhat like a person returning a rental vehicle. I hope you don't have a flight you're trying to meet or you are out of luck.
Posted by HMC86 on 2010-09-21:
Let me break this down for you, as I work at a hotel.
Your mother may not have smoked in the room, but if someone she invited in DID, she's in charge of what goes on in HER room. KNOWING she's in a non smoking room, and signed the folio (check in paper) that says "I will not smoke in a non smoking room" She's signed the legally binding contract.
So no, she may not have. But her name, her card.. her responsibility to keep her guests from getting her in trouble. No, the hotel won't back down, mostly because they have to follow the policy set up.
Move on.
Your mother may not have smoked in the room, but if someone she invited in DID, she's in charge of what goes on in HER room. KNOWING she's in a non smoking room, and signed the folio (check in paper) that says "I will not smoke in a non smoking room" She's signed the legally binding contract.
So no, she may not have. But her name, her card.. her responsibility to keep her guests from getting her in trouble. No, the hotel won't back down, mostly because they have to follow the policy set up.
Move on.
Posted by angelout on 2010-09-21:
Actually based on my stay at a Marriott recently, the customer is never right. The managers that strive for excellence but cant spell are!
How do you know the employee did not plant it there . We stayed at a non smoking place and there were plenty of employees smoking outside,surprised me really since they are saying they are 100% smoke free???
How do you know the employee did not plant it there . We stayed at a non smoking place and there were plenty of employees smoking outside,surprised me really since they are saying they are 100% smoke free???
Posted by knightkaj on 2010-09-22:
@hmc - i can assure you there were NO guests. My mom checked in at 1130 pm and was out by 8 am. They used the hotel to sleep during a road trip- thats it. One of 2 things happened it was planted in her room by hotel staff or her room was confused with someone else's. Did you get the Anti-smoking part. Even if my mom happened to know someone in the area( she doesnt) and they happened to smoke, she would have been the 1st person to ask them to leave. Ignorance is a trait of every marriott hotel manager and member shes encountered so far.
Posted by GeneralManager on 2010-11-16:
I am a General Manager of a Marriott hotel. I wanted to state some facts regarding this issue. I have never heard of housekeepers getting a bonus for finding smoking proof in a room. We do not want people smoking in our hotels. Neither do our guests. We do thank our staff for finding proof before they clean the room, so that we can take pictures of the proof. We do not charge a smoking fee unless we have picture proof of smoking in the room. We take the pictures after the guest checks out. We do not have cameras or videos in the room (I have seen this accusation on other blogs).
Nohandle (see above) listed the most common places that we find smoking proof. I have had guests leave butts in the toilet, ashes and butts in a bottle, bowl, cup and the like. I have found proof when there are ashes on the window sill (most common), on the coil of the stove, on the bedside table, on the coffee table and other surfaces in the room. Finally, we do look through the garbage in a room that reeks of smoke. We find ashes, butts, spent matches and loose tobacco.
Usually, the staff or other guests let us know that someone in the hall is smoking in their room. The housekeepers are then notified to let us know if they find smoking proof in the rooms around the reported area. Again, there are no bonuses for the staff finding smoking proof.
I wanted to let this site know that we do not go out looking to charge the $250 fee to our guests. There is a lot of work for us in charging this fee, keeping the proof and talking to the upset guest on the phone. The housekeeper who posted about all of the work that goes into cleaning a smoking room was correct. Not only the work, but we usually cannot sell a room that just had been smoked in. We lose that revenue from being unable to sell that stinky room.
In regards to the cash conversation, that is true. Almost all hotels require a deposit if you pay cash ($300 or so). Some hotels do not let you check-in, unless you have a valid credit card. You would need to check-in with the room rate and tax covered and then the $300 cash on top of that. We do call the Inspectors and ask them to check the room for any damages or signs of smoking before we give the cash back.
I hope that these hotel facts help in this blog topic.
General Manager
Nohandle (see above) listed the most common places that we find smoking proof. I have had guests leave butts in the toilet, ashes and butts in a bottle, bowl, cup and the like. I have found proof when there are ashes on the window sill (most common), on the coil of the stove, on the bedside table, on the coffee table and other surfaces in the room. Finally, we do look through the garbage in a room that reeks of smoke. We find ashes, butts, spent matches and loose tobacco.
Usually, the staff or other guests let us know that someone in the hall is smoking in their room. The housekeepers are then notified to let us know if they find smoking proof in the rooms around the reported area. Again, there are no bonuses for the staff finding smoking proof.
I wanted to let this site know that we do not go out looking to charge the $250 fee to our guests. There is a lot of work for us in charging this fee, keeping the proof and talking to the upset guest on the phone. The housekeeper who posted about all of the work that goes into cleaning a smoking room was correct. Not only the work, but we usually cannot sell a room that just had been smoked in. We lose that revenue from being unable to sell that stinky room.
In regards to the cash conversation, that is true. Almost all hotels require a deposit if you pay cash ($300 or so). Some hotels do not let you check-in, unless you have a valid credit card. You would need to check-in with the room rate and tax covered and then the $300 cash on top of that. We do call the Inspectors and ask them to check the room for any damages or signs of smoking before we give the cash back.
I hope that these hotel facts help in this blog topic.
General Manager
Posted by Sihyung Park on 2011-12-14:
Listen General manager..
I have too just been charged 250 USD on my credit card. I spoke to the manager of the hotel and she said that she cant do anything about is because it's their company policy. Well the fact of the matter is that
1. I did not and do not smoke at all.
2. What right does Marriot have that they can charge me 250 usd without giving me a phone call or an e-mail stating that due to so and so reason we are going to charge you. Had you called me right that day, I would have gone back and proved to you that I did not smoke in the room and also checked the room that you claim is smelling of smoke myself.
3. I have never agreed in writting that I would kindly sit back and pay them additional 250 usd for something I didnt even do.
4. Lastly, what physical evidence do you have of accusing me that I smoked in the room. When I called the manager and asked this same question, she said she found ashes and that it smelled. Well I want to see those ashes and I want to smell that smell because I did not smoke in the room.
I am going to fight for this one. Not because of the money but because this is a complete scam and my money deserves to be used for better purposes than this. Its not about winning but its about justice.
I have too just been charged 250 USD on my credit card. I spoke to the manager of the hotel and she said that she cant do anything about is because it's their company policy. Well the fact of the matter is that
1. I did not and do not smoke at all.
2. What right does Marriot have that they can charge me 250 usd without giving me a phone call or an e-mail stating that due to so and so reason we are going to charge you. Had you called me right that day, I would have gone back and proved to you that I did not smoke in the room and also checked the room that you claim is smelling of smoke myself.
3. I have never agreed in writting that I would kindly sit back and pay them additional 250 usd for something I didnt even do.
4. Lastly, what physical evidence do you have of accusing me that I smoked in the room. When I called the manager and asked this same question, she said she found ashes and that it smelled. Well I want to see those ashes and I want to smell that smell because I did not smoke in the room.
I am going to fight for this one. Not because of the money but because this is a complete scam and my money deserves to be used for better purposes than this. Its not about winning but its about justice.
Posted by Brook on 2012-05-04:
Sihyung,
Don't blame the hotels for upholding their terms and policies, blame it on people who refuse to obey them. Everyone agrees to pay the additional $250 as soon as they check in the hotel. Everyone has to check in by going to the front desk right? I use to work in the hotel industry and have stayed in plenty and ever since the Smoke Free environment craze kicked in every hotel has posted that there are designated smoke areas, rooms are smoke free and the price of the fee if anyone decides to smoke in them. Apparently those who complain when they do smoke in the room do not realize what it takes to get the smell out. There is a process before anyone is charged with that fee which 'General Manager' has stated above. As far as being falsely accused, you can fight it and I hope those who have been charged in the past didn't smoke in their rooms do win. But it is BOGUS that housekeepers collect a bonus. Never have I heard of that. Lastly, the $250.00 Fee is NOT a SCAM.
SingSing,
No, you don't always have to use a Credit Card.
As far as the comments on what happened to the customers are always right? Not exactly. Would the customer be right if they intentionally hurt themselves to sue? Or if they falsely accuse a housekeeper of stealing a laptop that was never there? It happens! So therefor, no, the customer is not always right.
Don't blame the hotels for upholding their terms and policies, blame it on people who refuse to obey them. Everyone agrees to pay the additional $250 as soon as they check in the hotel. Everyone has to check in by going to the front desk right? I use to work in the hotel industry and have stayed in plenty and ever since the Smoke Free environment craze kicked in every hotel has posted that there are designated smoke areas, rooms are smoke free and the price of the fee if anyone decides to smoke in them. Apparently those who complain when they do smoke in the room do not realize what it takes to get the smell out. There is a process before anyone is charged with that fee which 'General Manager' has stated above. As far as being falsely accused, you can fight it and I hope those who have been charged in the past didn't smoke in their rooms do win. But it is BOGUS that housekeepers collect a bonus. Never have I heard of that. Lastly, the $250.00 Fee is NOT a SCAM.
SingSing,
No, you don't always have to use a Credit Card.
As far as the comments on what happened to the customers are always right? Not exactly. Would the customer be right if they intentionally hurt themselves to sue? Or if they falsely accuse a housekeeper of stealing a laptop that was never there? It happens! So therefor, no, the customer is not always right.
Posted by pj on 2012-06-07:
I too have gotten charged for smoking in a Marriott rm and I do not smoke, no one else was in my room. This is not an isolated incident with Marriott. And the employee's there do get paid, one told me when she heard me talking to the front desk.
Posted by NOMOREMARRIOTT on 2012-06-07:
This is not the first time that the Marriott has been accused on charging someone for smoking when in fact that person didn't smoke in the room. It seems to be a real problem at many of their locations. Brook, if you don't know what your talking about, don't speak. I won't be charged $250 for something I didn't do and it is a scam and I will fight to get my money back and so should everyone else that gets these false charges on their credit cards.
Posted by Jersey Girl on 2012-07-19:
I just stayed in the Springhill Suites in Herndon, VA - I was charged the same $250. Luckily, my credit card company notifies me of large purchases, so I immediately disputed it - waiting to hear from Marriott now.
Posted by no more Marriott's on 2013-05-11:
A few years ago we stayed at a Marriott and
was charged $250.They said we smoked in
the room which we had not and after l asked her what proof she had she told me cigarette buts were left in a plastic cup next to the bathroom sink.We knew that was a lie so l went to the motel manager but she defended housekeeping.I even went higher up to Marriott office and received no help.But since
l had put it on our master charge they defended me and the charge was removed.
The charge companies will help you out so try them.I will never go back to any Marriott hotels again.We stay at the cheaper chains
Red Roof and Super 8 hand have had no problems.Good luck
was charged $250.They said we smoked in
the room which we had not and after l asked her what proof she had she told me cigarette buts were left in a plastic cup next to the bathroom sink.We knew that was a lie so l went to the motel manager but she defended housekeeping.I even went higher up to Marriott office and received no help.But since
l had put it on our master charge they defended me and the charge was removed.
The charge companies will help you out so try them.I will never go back to any Marriott hotels again.We stay at the cheaper chains
Red Roof and Super 8 hand have had no problems.Good luck
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