Hotel Solarena, BW Premier Collection Changed me for smoking fee Newport Beach California

I am a Front Desk Supervisor at a Best Western in Anaheim California. I stayed at Best Western Solarena in Newport Beach during May and I got a charge $214.00 for a smoking fee. When I noticed the charge on my online banking account I was out of the room having lunch with my fiancé ..... I do understand that it is the hotel decision whether the smoking fee is charged. However, I believe the way they handled themselves was incorrect and inappropriate.

I was never advised by the front desk that they were going to charge me the smoking fee, I personally had to go and question the charge. Additionally when I requested them to go up to the room to inspect it with me they denied my request. When I asked to speak the the manager she refused to acknowledge my complaint. I was brushed aside by management, and not once did any of the employees attempt to accompany me up to the room and inspect it or even listen to me.

I honestly feel hurt that as a loyal employee of the Best Western brand I would be mistreated and discriminated against at another Best Western property. When I asked for them to provide me with some sort of report of the evidence of smoking since the front desk agent told me that had pictures , they denied it. This is against hotel protocol and I don’t feel that I should pay for something that I didn’t do.....