Claim Denial: Sorry-Smokers Must Pay
Recently the Century Park Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guests. It always strives to exceed guest expectations. As part of this effort, Century Park has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. In order to protect the hotel's investment, Century Park enforces a strict nonsmoking policy for its nonsmoking rooms.
Century Park makes sure that guests know about its policy regarding smoking in nonsmoking rooms. It posts a notice in each nonsmoking room, and it gives guests a handout from the manager detailing its policy and the consequences for smoking in nonsmoking rooms. The hand-out clearly says, "Should a guest opt to disregard our nonsmoking policy, we will process a fee of $150 to the guest's account." For those guests who prefer to smoke, a smoking accommodation can be provided.
On May 10 Wilson M. Weber was a guest in the hotel. He stayed in a room clearly marked "Nonsmoking." After he left, the room cleaners reported that the room smelled of smoke. According to hotel policy, a charge of $150 was processed to Mr. Weber's credit card. Mr. Weber has written to demand that the $150 charge be removed. He doesn't deny that he smoked in the room. He just thinks that he should not have to pay.
Your Task. As hotel manager, deny Mr. Weber's claim. You would certainly like to see Mr. Weber return as a Century Park guest, but you cannot budge on your smoking policy. Address your response to Mr. Wilson M. Weber, 634 Wetmore Avenue, Everett, WA 98201.