Cancelled smelly holiday hotel on first night there - any chance of refund?

Sofree

I recently booked a hotel in Spain through TravelRepublic. When arriving at the hotel room it smelt very bad and hadn't been cleaned properly, with an excrement stain left in the hotel toilet. I complained to reception and they gave keys to another room which smelt as bad.

So I told them I wanted to cancel and booked in at a neighbouring hotel. I asked reception at the hotel I booked how I can cancel and they said to contact the company I booked with: Travelrepublic.

I wasn't able to get through to anyone on the phone but sent a message on their website. They asked for confirmation I had booked another hotel and said they would contact the room provider HotelBeds and reply within 28 days.

That 28 days has passed and they've said they've not had a reply from HotelBeds and will try again.

I stupidly didn't read the MSE advice page which mentions obtaining a complaint form, taking photos etc.

So my question is, bearing in mind I didn't stay one night in the hotel I booked and paid for alternative accommodation, do I have a leg to stand on requesting a refund on the original hotel? I appreciate a full refund may not be fair but was hoping for a partial refund at least.

Should I pursue the small claims court route? Or chalk it down to a costly £800 (!) learning experience.

cyberbob

As TR are a member od ABTA you can always complain to them if you have no joy with TR

Sofree

It was in the toilet, so unless the cleaner decided to smear some nutella down there, it's pretty obvious what it was. But no, I didn't smell it...

Sofree

A response has come back from the hotel in which they basically lie about what has happened. Sigh.

Sofree

Does anyone think I have a valid complaint here to make it worthwhile going through the ABTA complaint process or small claims court? Or will I just be wasting my time?

barvid

> an excrement stain left in the hotel toilet

Best place for it. Press the flush and away it goes!

Sofree

So no useful advice anyone?

dmg24

What was the smell? Did you really leave just because of a dirty toilet? It is far from ideal, but surely you know that people will have used the toilet before you?

Sofree

The whole room smelt badly of drains and (ironically) cleaning chemicals, it wasn't just the dirty toilet that was the problem.

pmduk

I suspect the problem you will have is that it is your word against theirs. Without photographs or other evidence, possible a complaint to Travel Republic made from the resort I think you may find it a difficult case to win. Best of luck

Sofree

Thanks, I do have email correspondence from the resort, which they didn't give a proper reply to until we'd returned from the holiday. They just asked us to confirm we had booked another hotel (presumably so they could resell our room).

I will ring the citizen advice bureau this week I think. Hopefully they can tell me whether it is worth pursuing.