A growing number of travelers are speaking out against the Westgate Las Vegas Resort & Casino, claiming the hotel slapped them with unexpected $500 charges for smoking in rooms—even when they insist they don’t smoke. Guests have taken to online review platforms, calling the fee a “scam” and accusing the hotel of “fraudulent charges” based on dubious smoke detection technology.
Guests who have experienced these charges allege that even non-smokers and individuals who were out of their rooms at the time have been hit with the costly fee. In several cases, travelers say they were advised by front desk staff that they would need to dispute the charge with their banks or credit card companies, as hotel management refused to remove it.
One frustrated guest, Christina K., wrote on TripAdvisor, “I have never been so furious with ridiculous charges and shady business practices. This hotel is trying to charge me for a smoking fee of $500…AND I do not smoke nor am I a smoker! I simply did not smoke!” Despite her protests, Christina says her efforts to speak with a manager ended with one hanging up on her. “I basically have no way of proving that I simply DID NOT smoke,” she added.
Allegations of Poor Ventilation and Unreliable Technology
The hotel, which has over 2,800 rooms, uses a FreshAir detection system that reportedly senses specific molecules found in tobacco and marijuana smoke, as explained by Westgate’s Guest Experience Manager Valerie Kelterborn. According to Kelterborn, “FreshAir sensors are the only technology to detect specific molecules in tobacco smoke and marijuana smoke.” The hotel claims this technology is tested over a million times and widely regarded as accurate. However, guests allege that the system may be overly sensitive or even manipulated.
One former guest, Jay M., suggested the hotel’s ventilation system may be to blame. “Their ventilation system is rigged. Every time I turned on the air conditioner it reeked of cigarette smoke…They have that place rigged,” he wrote, describing a smell of smoke he says permeated his room but insists he never smoked inside.
Another guest, Shawn H., voiced similar frustrations. “The management at this hotel needs to be investigated for fraud with their smoke detectors. I was out at dinner and they tried charging me $500 for a ‘smoking fee.’ I don’t even smoke!” he wrote, calling the situation “extortion and scammy.”
Mounting Complaints Tarnish Guests’ Experience
For travelers like Angelica A., who visited the hotel earlier in the year, the surprise fee tainted an otherwise enjoyable family trip. “This was a family trip that ended sour because of a $600 smoking charge. Managers not helpful,” she commented. Other travelers warned prospective visitors to “be cautious if booking here,” citing similar experiences of being hit with the fee while outside their rooms.
The complaints reveal a consistent pattern: guests say they were unaware of the additional fee until checkout or after departure, when they noticed the charge on their cards. Many express disbelief over a system that can allegedly pinpoint smoke molecules yet fails to differentiate between smoking incidents and lingering odors in shared ventilation.
Hotel’s Response and Potential Impact on Business
In most cases, Westgate Las Vegas Resort & Casino has not responded to specific complaints on review sites, though Kelterborn offered an explanation for one reviewer, stating the FreshAir system “detects specific molecules” and is used in a variety of hotels for its reliability. However, the consistent frustration from guests indicates a potential reputational impact for the hotel, as the incident draws broader scrutiny.
DailyMail.com reached out to Westgate for further comment and clarification on its policies around smoking fees, though no response was provided as of publication. In an industry where reputation is critical, will Westgate reconsider its approach, or will these mounting complaints discourage future visitors from booking?
