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We checked out on Sept 18, 2025, we’ve never had any problems so when we received a copy of or room charges we were shocked to see $1000. Smoking fee on our statement. When I inquired I was told that an alarm had gone off at 2:12 in the morning on the prior Tuesday we were there. The issue is we did not smoke anything in that room. I was told to submit an inquiry with the fresh air company, they are the business who put the sensors in. I still have not heard back, I am not talking to the second manager who told me she would contact me this past weekend & did not. I have left a message for her to return my call. The next call is to the operations manager & my credit card company to dispute and investigate this. Not only did they charge me they have no real protocol for this situation, I asked. We have stayed numerous times this has never happened, I will definitely not feel comfortable staying within a Foxwoods hotel again. The disappointment & lack of management follow through Is not what I would expect from any business.
Desired outcome: Refund of $1000.
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This literally just happened to us last night. We are not smokers requested a non smoking room and do not vape or anything and they said we set off the alarm. I have no idea how we honestly did not smoke or anything I was sitting in my room watching TV and they called me. Foxwoods said there is nothing they can do and we have to reach out to the company. We sent an email immediately last night because that's they only way I saw to contact. This is literally insane just because the alarm went off and we had people come check that's it. We will not ever stay here again it's horrible. It's not right at all and we will fight this I am so upset that foxwoods won't do anything they came to our room and everything there was no smoke no smell nothing! Please let me know if you have gotten this resolved and what room you stayed in maybe by chance if it is the same room the machine thing is broken!