What started as one woman's frustrated online video has exposed a troubling trend sweeping through luxury hotels across America—and it's something every Australian traveller should know about before their next overseas trip.
When Rhay checked into New York's upmarket M Social Time Square Hotel for a weekend getaway, she never imagined she'd become the face of a growing consumer protection issue.
Her video about being charged a $500 smoking fee has garnered over 2.4 million views, but more importantly, it's shone a light on what consumer advocates are calling an increasingly common hotel scam.
The incident that sparked outrage
'We were having a great time staying at this hotel up until this moment when they're trying to scam us out of $500 with no proof other than a piece of paper telling me that… they think somebody was smoking here at 4:20—when we don't smoke!' Rhay explained in her viral video.
The chronology seemed impossible: the hotel claimed their sensors detected smoking between 4pm and 4:30pm, but Rhay had photographic evidence showing she and her friends were out exploring the city at that time, not returning until 5pm.
'We weren't even here, so how can a smoke detector pick up smoke coming from our room when we weren't even in the hotel?'
When she presented this evidence to the hotel manager, she was told there was nothing they could do and she'd have to dispute it with her bank. The manager refused to check security cameras or key card records.
But the story took an even more concerning turn. Later, the hotel changed their story entirely, claiming 'the smoke detector picked up smoke not at 4 to 4:30pm, like we said before. It actually picked up smoke between 10 and 11:00am,' conveniently a time when Rhay was actually in the room.
A growing hotel industry problem
What Rhay experienced isn't isolated. Consumer advocates report that hotels are 'liberally applying' smoking fees, with even non-smokers being targeted. Depending on the hotel, smoking fees typically range between $200 and $300, though some hotels are now charging up to $500 for 'remediation.'
Recent investigations have uncovered similar incidents at prestigious properties including:
- The Westin Las Vegas (multiple $400-500 charges to non-smokers)
- The Pell by Hyatt in Rhode Island (where travel reporter Zach Griff was charged $500 despite never smoking)
- Westgate Resort in Las Vegas ($515 fees when rooms were unoccupied)
- NoMo Hotel in SoHo, New York
The technology behind the controversy
Hotels are increasingly using sensors from companies like 'Rest' and 'FreshAir' that claim to detect smoking with 100 per cent accuracy.
However, these devices may be triggered by hair dryers, steam from showers, or even smoke drifting from adjacent rooms or hallways.
Despite these limitations, hotels often treat sensor readings as absolute proof of violation.
How the scam works
The sensor technology is supplied by third-party companies like Rest, which actively markets to hotels by helping them 'quickly articulate smoking charges.' Many affected travellers report being provided no evidence—no pictures, no inspection, not even a knock on the door. Hotels seem to be trusting the sensor alone.
The process typically unfolds like this:
- Guests check out and find an unexpected smoking fee on their bill
- When questioned, hotels produce a simple graph or report showing a 'spike' in smoking detection
- Hotel staff refuse to investigate further or provide additional evidence
- Guests are told to dispute the charge with their credit card company
The disturbing pattern emerges
Travel industry expert Zach Griff discovered that after going public with his story, he was contacted by other travellers claiming they had also been scammed with the $500 smoking fee. However, these travellers were never refunded their money.
What's particularly concerning is how hotels respond when pressed for details. One guest was told by a hotel manager that the room didn't actually need special cleaning, and was offered $250 instead of the full $500 fee, demonstrating 'how much of a scam this is.'
Source: @rhayleicy / Tiktok.
What this means for Australian travellers
While this trend has primarily been documented in American hotels, Australian travellers need to be aware as these properties often cater to international tourists. The implications extend beyond the immediate financial impact.
Understanding your rights:
- In Australia, the Australian Competition and Consumer Commission (ACCC) provides guidance on unfair business practices, though enforcement can be challenging for overseas incidents
- Your travel insurance may not cover disputed hotel charges
- Credit card chargebacks can be successful but require substantial evidence
Protecting yourself from hotel smoking scams
- Photograph your room upon arrival, including any existing odours or damage
- Take timestamped photos when you leave and return to your room
- Ask specifically about smoking detection technology during check-in
- Review your bill carefully before checking out
- Document everything if challenged—request incident reports, sensor data, and written explanations
Fighting back: What works
The good news is that public pressure often works. Travel reporter Griff got his charge reversed after escalating to Hyatt corporate and posting about it on social media. Rhay's viral video also resulted in her charge being removed, though she received no apology or explanation for the 'mistake.'
In Griff's case, the hotel's general manager admitted they were investigating the sensor system and had disabled the sensors for further review.
If you find yourself targeted:
- Document everything immediately—take photos, keep all paperwork
- Ask to speak with the general manager, not just front desk staff
- Request copies of all incident reports and sensor data
- If the hotel refuses to investigate, escalate to corporate headquarters
- Consider sharing your experience on social media and review platforms
- Contact your credit card company to initiate a chargeback dispute
The technology question
The mounting number of guests alleging false positives suggests there may be a disconnect between lab-tested precision and real-life hotel stays. Odours from adjacent rooms, vape pens in shared hallways, or even outdoor smoke drifting through ventilation could possibly trigger sensors.
Did you know?
Did you know?
Some hotels using these sensors have been caught marketing them internally as revenue generators rather than smoking prevention tools. Consumer advocates report that smoking fees have increased dramatically since these automated systems were introduced, even as smoking rates have declined.
What happens next
Consumer reports indicate that many hotels using these sensors have received similar complaints from guests who received fraudulent smoking bills. As awareness grows and more travellers share their experiences online, the hotel industry may face increased scrutiny from consumer protection agencies.
For now, the burden remains on travellers to protect themselves through documentation and vigilance.
The rise of automated hotel charging systems represents a concerning shift in how the hospitality industry treats its guests. What should be a customer service issue has become an automated revenue stream, often leaving innocent travellers to prove their innocence rather than hotels proving their case.
As Rhay's experience shows, sometimes it takes viral attention to get justice. But every traveller shouldn't need millions of views to get fair treatment.
Have you encountered unexpected hotel charges during your travels, particularly smoking fees when you don't smoke? We'd love to hear about your experiences and how you handled them in the comments below. Your story could help protect other Australian travellers from similar situations.
Primary Source
https://www.dailymail.co.uk/femail/article-15179009/traveler-hotel-scam-smoking-fee.html
‘Sounds Like Housekeeping Had A Smoke Break’: Woman Gets Charged $500 Smoking Fee By New York City Hotel. Then She Claims Not Only Did She Not Smoke—It’s A Scam On The Rise
Cited text: In a video with over 2.4 million views, Rhay says that the M Social Hotel New York Times Square charged her a $500 smoking fee—even though she both do...
Excerpt: Her video about being charged a $500 smoking fee has garnered over 2.4 million views
https://brobible.com/culture/article/new-york-hotel-fake-smoking-fee/
‘Sounds Like Housekeeping Had A Smoke Break’: Woman Gets Charged $500 Smoking Fee By New York City Hotel. Then She Claims Not Only Did She Not Smoke—It’s A Scam On The Rise
Cited text: “We were having a great time staying at this hotel up until this moment when they’re trying to scam us out of $500 with no proof other than a piece of...
Excerpt: 'We were having a great time staying at this hotel up until this moment when they're trying to scam us out of $500 with no proof other than a piece of paper telling me that… they think somebody was smoking here at 4:20—when we don't…
https://brobible.com/culture/article/new-york-hotel-fake-smoking-fee/
‘Sounds Like Housekeeping Had A Smoke Break’: Woman Gets Charged $500 Smoking Fee By New York City Hotel. Then She Claims Not Only Did She Not Smoke—It’s A Scam On The Rise
Cited text: “They said, ‘I’m sorry, there was a confusion. The smoke detector picked up smoke not at 4 to 4:30pm, like we said before. It actually picked up smoke...
Excerpt: Later, the hotel changed their story entirely, claiming 'the smoke detector picked up smoke not at 4 to 4:30pm, like we said before.
https://brobible.com/culture/article/new-york-hotel-fake-smoking-fee/
How to get a surprise hotel smoking fee reversed? Like this—Consumer Rescue
Cited text: We know from the complaints our advocacy team receives that hotels are liberally applying this smoking fee. Maybe too liberally since nonsmokers are b...
Excerpt: Consumer advocates report that hotels are 'liberally applying' smoking fees, with even non-smokers being targeted.
https://consumerrescue.org/travel-troubles/how-get-hotel-smoking-fee-refunded/
How to get a surprise hotel smoking fee reversed? Like this—Consumer Rescue
Cited text: Depending on the hotel, that smoking fee is typically between $200 and $300, although in 2024, we’ve seen some hotels charge up to $500 for “remediati...
Excerpt: Depending on the hotel, smoking fees typically range between $200 and $300, though some hotels are now charging up to $500 for 'remediation.'
https://consumerrescue.org/travel-troubles/how-get-hotel-smoking-fee-refunded/
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: Unfortunately, he left on a sour note after the hotel charged him a $500 smoking fee following his stay.
Excerpt: The Pell by Hyatt in Rhode Island (where travel reporter Zach Griff was charged $500 despite never smoking)
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
Vegas hotel accused of charging $500 smoking fees while guests weren't in rooms
Cited text: Vegas hotel guests report suspicious $515 smoking fees at Westgate Resort, with charges occurring when rooms were unoccupied.
Excerpt: Westgate Resort in Las Vegas ($515 fees when rooms were unoccupied)
https://boingboing.net/2024/10/25/v...moking-fees-while-guests-werent-in-rooms.html
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: The sensor data was supplied by a third-party company called Rest, which claims hotels can easily collect fees from smoking events.
Excerpt: The sensor technology is supplied by third-party companies like Rest, which actively markets to hotels by helping them 'quickly articulate smoking charges.'
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: Several hotel managers praised the technology for helping them “quickly articulate smoking charges,” raising concerns that some properties might be ch...
Excerpt: The sensor technology is supplied by third-party companies like Rest, which actively markets to hotels by helping them 'quickly articulate smoking charges.'
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
New smoking sensors are triggering $500 fees for non-smoking hotel guests
Cited text: Many affected travelers claim they were provided no evidence—no pictures, no inspection, not even a knock on the door. Hotels seem to be trusting the ...
Excerpt: Many affected travellers report being provided no evidence—no pictures, no inspection, not even a knock on the door.
https://creators.yahoo.com/lifestyl...s-for-non-smoking-hotel-guests-210033335.html
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: After going public with his story, Griff says he was contacted by other travelers claiming they had also been scammed with the $500 smoking fee. Howev...
Excerpt: Travel industry expert Zach Griff discovered that after going public with his story, he was contacted by other travellers claiming they had also been scammed with the $500 smoking fee.
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: “Oh also, earlier on in this process I asked [the manager] if the room needed to be cleaned and what was this $500 even for? And he said it wasn’t nee...
Excerpt: One guest was told by a hotel manager that the room didn't actually need special cleaning, and was offered $250 instead of the full $500 fee, demonstrating 'how much of a scam this is.'
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: Griff says the hotel reversed the charge after he escalated the issue directly to Hyatt and posted about it on social media.
Excerpt: Travel reporter Griff got his charge reversed after escalating to Hyatt corporate and posting about it on social media.
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
Travel reporter accuses Hyatt of $500 smoking fee scam—Candid Cruise and Travel
Cited text: The manager also claimed the hotel was investigating the sensor system and said the sensors had since been disabled for further review.
Excerpt: In Griff's case, the hotel's general manager admitted they were investigating the sensor system and had disabled the sensors for further review.
https://candidcruisetravel.com/travel-reporter-accuses-hyatt-of-500-smoking-fee-scam/
New smoking sensors are triggering $500 fees for non-smoking hotel guests
Cited text: Yet the mounting number of guests alleging false positives suggests there may be a disconnect between lab-tested precision and real-life hotel stays. ...
Excerpt: The mounting number of guests alleging false positives suggests there may be a disconnect between lab-tested precision and real-life hotel stays.
https://creators.yahoo.com/lifestyl...s-for-non-smoking-hotel-guests-210033335.html
‘Sounds Like Housekeeping Had A Smoke Break’: Woman Gets Charged $500 Smoking Fee By New York City Hotel. Then She Claims Not Only Did She Not Smoke—It’s A Scam On The Rise
Cited text: Many hotels using these sensors have received similar complaints from guests who got fraudulent smoking bills.
Excerpt: Consumer reports indicate that many hotels using these sensors have received similar complaints from guests who received fraudulent smoking bills.
https://brobible.com/culture/article/new-york-hotel-fake-smoking-fee/
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