injured myself in hotel - my reply to complaint

simone83

hi all,

I recently stayed at a hotel for a wedding and injured my foot on a screw that was sticking out of the side of the bed.

I wasnt looking to injure myself. I was coming back from the bathroom in the dark and scraped my foot along the screw getting back into bed. It bled for a while and I had to bandage my foot.

I took photos and complained to the reception desk when I checked out, and was told that it would be fixed, but was not offered an applogy.

So, when I got home I emailed the hotel asking for an appology and some recompence for my injury / lack of customer service I had recieved.

I got an email back saying that this would be looked into and someone would get back to me.

As yet I have had no reply. :mad:

What do I do next? Can i take this further with any offical body?

The hotel hold no offical accreditation (its mainly a wedding venue), so complaining via visit britian etc. would not be an option.

I at least want them to admit that they have fixed the problem and that they applogise for my hassle, its annoying that they wont even reply to me.

clever_username

name and shame the hotel to begin with. who sent you the letter? was it the manager of this hotel? is it a small independent hotel or part of a bigger chain?

simone83

It was Boringdon Hall Hotel in Colebrook (just outside plymouth). The front of house manager replied to me, and the hotel is independent. I am quite mad at their lack of customer service.

hartcjhart

compo! compo!
and dont forget the children:T

Torby

name and shame...you'll probably not get any further respose from them anyway...and at least you may get a bit of "feelgood factor" telling everyone else....ahhhh...the power of a forum...

Torby

this one?

http://www.boringdonhall.co.uk/

simone83

Thats the one!

clever_username

well firstly you need to speak to the actual manager of the place.

could always threaten to speak to the local paper about your injury and the shocking customer service you've subsequently received!

dreamypuma

Recompense?

You visited the hotel, therefore they owe you a duty of care. As a failure in providing you this duty of care they have caused you injury.

You have identified this to the hotel as a hazard, and they now need to assess the risk by way of suitable and sufficient risk assessments under the the Management of Health and Safety regs and then put into place reasonably practicable control measures to prevent the future accidents or reduce the risk.

Your injury seems superficial, and seems to have incurred little or no loss (maybe the cost of some bandage). This has been aggrevated by poor customer service.

The hotel owe you very little in terms of "recompense" however I would write to them, requesting an apology and assurance that the above statutory actions are met with.

If you feel that way inclined don't use them again.

Did the hotel supply the bandage, or do you carry it everywhere you go?

simone83

As we were 'travelling' I have a small first aid kit in my suitcase anyway - so just used the bandage supplied in there.

I will write them a letter in the morning. Thanks for all you help.

Hintza

Alternatively the OP could switch the light on when stumbling to the bog after a boozy wedding.

They have raised the issue now just get on with your life.