Hotel Refund

brunettegirl

Im not sure if this is the right place to ask, but I will try...

I recently contacted a hotel me and my partner stayed in to complain about the awful weekend we had - food, accomadation and service, after several emails the manager of that hotel has offered me and my partner another nights stay with dinner (one night) it is an open ended invitation, BUT i don't want to go to that hotel, my original request was for compensation, it would be cheaper for them to refund us the money - it was a special deal than for us to stay there again. Is it really cheeky for me to say I want them to offer another venue?(we have stayed at other venues within the chain and had a lovely time) Or do i just stick to my guns and say I want a refund?

Suggestions would be greatly appreciated.

thanks

shiningdove

I work for a very large hotel chain.
And if you wanted that - we wouldn't be able to do it. Its not as easy as you think.

You could however ask for vouchers instead?

dmg24

You could ask, but they would not have to oblige your request.

I doubt very much that it would be cheaper for them to offer you a full refund.

brunettegirl

How does this sound??
Dear Mr XXXXX,

Many thanks for your swift response. Whilst we appreciate the gesture of goodwill to receive a complimentary stay at your hotel, it is not something that we will be accepting. It is as you are aware a very long way from where we live, it takes approx eight hours to get too. Given our previous experience with the hotel it is a long way to travel to and trust that this visit would be better than the first, and it is a risk we are not willing to take. I am as you are aware 5 months pregnant and would rather stay at a different XXX Venue that we trust and have had a nice relaxing time at.

As previously mentioned in my first email We have stayed with XXXVenues on previous occasions and always had a relaxing and lovely time. We have recommended your hotels to family, friends and work colleagues because we have always been so impressed with the staff, the service, the food, the locations and the fact that we have always had such an amazing time and come home thoroughly relaxed and recharged. We are hopeful that this was a one off at your venue and would like to stay at other venues in the future, to this avail we would like to either stay at a venue of our choice or receive gift vouchers to stay at another venue if this could be arranged?

brunettegirl

it would it cost us £100 for one night with bar meals and breakfast, their nightly stay is normally £150 room only.

dmg24

brunettegirl wrote: »

it would it cost us £100 for one night with bar meals and breakfast, their nightly stay is normally £150 room only.

You do not understand. It does not cost the hotel anywhere near what they charge a customer. The cost of them letting and servicing a room for a night could be as low as £15, with the cost of a meal even less. It does not cost them £150!

What problem did you have with your stay?

brunettegirl

several - room dirty, roof leaked, noisy heating system all night. Complained at the time, staff unhelpful except night porter at 3am who did not have a radiator key to shut off the radiator and admitted old heating system always made that rackett in that room - very embarrassed but couldn't do anything to help.
food cold and horrible - again complained at the time sent food back, was supposed to be 5 star hotel was terrible. First time at that hotel but have stayed at others, never experienced anything like it and it was our last break before baby comes so highly annoyed. It was like the parents had gone away for the weekend and left teenagers in charge - no one knew about anything..... (thats in a nutshell)!

glider3560

dmg24 wrote: »

You do not understand. It does not cost the hotel anywhere near what they charge a customer. The cost of them letting and servicing a room for a night could be as low as £15, with the cost of a meal even less. It does not cost them £150!

I agree. I sometimes stay at Holiday Inn by paying with my Priority Club points. As the hotels are franchises, they invoice the chain for the room when you pay by points. Occassionally on check-out, I'm given a receipt showing how much head office have paid the franchise for the night. On a room in Spain which normally costs €150, they invoiced €30 and this included breakfast for two people. On a UK room costing £75, the invoice was for about £25.

If the hotel is a franchise, they may be able to give you a voucher that can be used in any of the chain's hotels. Although this would be more expensive for them, they may do it to keep you happy.

brunettegirl

SUCCESS!!! Had a full refund put back on my card today Guess complaining does work sometimes >)