My duration of stay at the Country Inn & Suites, Chippewa Falls, WI was for two nights. After checking out and back at home and after checking my account transactions, I realized this hotel charged my card an extra $100.
I called the hotel on that next Monday and asked for an explanation. I was told by the woman who answered the phone that she charged my Visa because the room had appeared to be smoked in and she would talk to her housekeeper and get back to me within two days due to the housekeeper being off on Tuesday.
After I called the hotel directly, I then called their corporate offices to file a complaint. I was told by corporate they would send an e-mail to the hotel in Chippewa Falls and the hotel would get back to me within two business days.
After waiting 8 days for a response from the hotel in Chippewa Falls, I called the corporate offices. I was told by corporate it was wrong for the hotel not to respond back to my request for an explanation and they had no farther information for me.
I then called the hotel directly for an explanation. I talked to a woman by the name of Erin. When asked for an explanation, her demeanor changed to being very rude and short with me. She stated the room smelled like smoke and there were plastic hotel cups with smoking residue in them.
I then explained to her that when I booked my room, there were no smoking rooms available. During our duration of our stay, it was raining out so we went to our vehicle to smoke and grabbed a couple cups from the room to ash in and dispose of our cigarette buts in while smoking in the truck. When we checked out of out room, as we were packing our belongings into the truck, we decided to grab ALL our garbage out of the truck, including the cups we ashed in and put everything into one bag. There were no trash receptacles in the parking lot so we brought the garbage into the hotel room where we put our garbage in the hotel room garbage can.
After explaining this to her, I proceeded to tell her what my next actions were. While starting to explain to her what my next actions were to be, she disrespectfully hung up the phone on me.
These are actions from a hotel that DO NOT cater to their customers or do not put customer service first. Erin was rude and unprofessional, tearing down this hotels reputation as a hotel that accommodates it customers. It is a huge disappointment that a hotel needs to make its money in a way that is dishonest and does not put customer service number one. This immature display from this hotel representative was uncalled for and very rude, an action you do not see from other hotels fighting for business in todays economy.
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