When I checked into this hotel, I specifically asked again to confirm my reservation for a nonsmoking room. "Yes, it's nonsmoking," she replied. As soon as I entered the room, I smelled smoke, went immediately back to the office and was told that it is a nonsmoking room. Perhaps as of that morning, but not for any longer! She offered to put a machine in the room to clean the air, but we would not be able to be in the room while the machine ran...if Room 215 was a nonsmoking room, why would a machine be needed? It was only 4:00 p.m. and there were less than a quarter of the rooms occupied at this time, even though the hotel was sold out for the night. I was just getting over the flu, and spent the entire evening, after returning from dinner, coughing!!!! Our room should have been changed at 4:00 when I first complained. Another customer was told that she and her handicapped husband would have to stay in their assigned room on the second floor, because the rooms were assigned that morning. She was concerned about her husband walking up stairs to the second floor. Again no accommodations were offered to relieve the issue! What HORRIBLE SERVICE!!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. All but five of our rooms here at Best Western Riviera Inn are non-smoking. During this month of March we get a lot of visitors for spring break and time to time they will break our policy of smoking in a non-smoking room. Guest do have to pay a $150.00 fine for breaking the signed agreement at check in. We do our very best to clear the smoke smell as much as possible if the guest does smoke in the room. The machine we use is a Ozone machine which breaks up the molecules in the air, then if time is available we dehumidify the room. During this busy season rooms do get booked early and often. We hold 2 handicap rooms which are on the first floor and have wide doors, chairs for showers and serve every need for our guest who may need assistance. On that night we had both rooms reserved from Best Western site to take care of the guest who requested a handicap room. We do apologize for any inconvenience that occured during your visit and the couple who was left with a second floor room, who very well needed a first floor room but was not available at the time.
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I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience that Best Western Riviera Inn strives for every day.
Thank you for taking the time to respond.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.