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Help Needed - ruined wedding night
BristolDavid
Posts: 10 Forumite
Hi all
I am hoping for some help with a complaint made to a hotel that ruined our wedding night. FYI, I am yet to seek legal advice.
On 28th April I got married to my fiance in Bristol. We were to stay at the Bristol Royal Marriott hotel which is situated just yards from the place of our ceremony. I arrived at the hotel with the intention of checking-in and dropping off our overnight bag with 30 minutes to spare before I needed to be across the road at our wedding.
My best men and I were keen to have a swift drink to extingush some nerves and the queue to check-in was around 20 minutes long. I was guided by a member of staff to a porter, who said that I could drop my bag off and return later to check-in. After an incredible day, we returned at 12.30am to check-in and go to our room. We were then told that, due to a 'technical issue' the hotel had been overbooked. They had tried to get in contact twice to check we were still intending to stay but I had not answered my phone (I did not have it on me). They had then taken the decision to release our booking and allow somebody else to have the room.
With my new wife in tears, I remonstrated for around 15 minutes before, very reluctantly, accepting their offer of paying for us to stay in a Holiday Inn 20 minutes drive away. They also paid for the taxi to the hotel and back the next morning (I had to pick up my car). Anyone that has stayed in a Holiday Inn will know that they are, generally, run-down and hardly a place to spend your first night as husband and wife.
I wrote a letter of complaint asking for a written apology, reasons for the overbooking and £500 in compensation for the stress and upset they had caused. They had tainted what is supposed to be the most important day of a couple's life. I explained that I could not accept free nights stay at their chain due to personal difficulties with our toddler. This was the first night we had spent apart from him in 18 months.
They have replied to my letter with an apology and an offer for one nights stay in the same hotel. We live 2 miles from this hotel, have no reason to stay there, and have already stated we cannot accept such an offer. The hotel manager said that he could not offer monetary compensation.
Finally, just to point out that I sent my complaint letter to the CEO of Marriott UK, cc-ing CEO Marriott Int. and the hotel in questions General Manager. It was the General Manager that replied.
Thanks for reading such a long post. I would love some advice on what to do next. The letter has antagonised me even more.
Your angrily
Bristol David
I am hoping for some help with a complaint made to a hotel that ruined our wedding night. FYI, I am yet to seek legal advice.
On 28th April I got married to my fiance in Bristol. We were to stay at the Bristol Royal Marriott hotel which is situated just yards from the place of our ceremony. I arrived at the hotel with the intention of checking-in and dropping off our overnight bag with 30 minutes to spare before I needed to be across the road at our wedding.
My best men and I were keen to have a swift drink to extingush some nerves and the queue to check-in was around 20 minutes long. I was guided by a member of staff to a porter, who said that I could drop my bag off and return later to check-in. After an incredible day, we returned at 12.30am to check-in and go to our room. We were then told that, due to a 'technical issue' the hotel had been overbooked. They had tried to get in contact twice to check we were still intending to stay but I had not answered my phone (I did not have it on me). They had then taken the decision to release our booking and allow somebody else to have the room.
With my new wife in tears, I remonstrated for around 15 minutes before, very reluctantly, accepting their offer of paying for us to stay in a Holiday Inn 20 minutes drive away. They also paid for the taxi to the hotel and back the next morning (I had to pick up my car). Anyone that has stayed in a Holiday Inn will know that they are, generally, run-down and hardly a place to spend your first night as husband and wife.
I wrote a letter of complaint asking for a written apology, reasons for the overbooking and £500 in compensation for the stress and upset they had caused. They had tainted what is supposed to be the most important day of a couple's life. I explained that I could not accept free nights stay at their chain due to personal difficulties with our toddler. This was the first night we had spent apart from him in 18 months.
They have replied to my letter with an apology and an offer for one nights stay in the same hotel. We live 2 miles from this hotel, have no reason to stay there, and have already stated we cannot accept such an offer. The hotel manager said that he could not offer monetary compensation.
Finally, just to point out that I sent my complaint letter to the CEO of Marriott UK, cc-ing CEO Marriott Int. and the hotel in questions General Manager. It was the General Manager that replied.
Thanks for reading such a long post. I would love some advice on what to do next. The letter has antagonised me even more.
Your angrily
Bristol David
0
Comments
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You live less than 2 miles away and decided to go to a Holiday Inn instead of back home?0
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maybe their own home was full of guestsThrifty Till 50 Then Spend Till the End
You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time0 -
I would have thought although they didn't say when to come back to check in it seems rather late to expect to check in at 12.30am. You only allowed 30 minutes earlier and didn't have your phone with you (which is understandable) but as far as they knew you weren't coming.
The first night you have together is important because it's your first night, everything else is extra.Lost my soulmate so life is empty.
I can bear pain myself, he said softly, but I couldna bear yours. That would take more strength than I have -
Diana Gabaldon, Outlander0 -
BristolDavid wrote: »I wrote a letter of complaint asking for a written apology, reasons for the overbooking and £500 in compensation for the stress and upset they had caused. They had tainted what is supposed to be the most important day of a couple's life. I explained that I could not accept free nights stay at their chain due to personal difficulties with our toddler. This was the first night we had spent apart from him in 18 months.
How did you come to the value of £500? how much did the room cost for the night?0 -
My house was full of guests, yes. It would have meant throwing some out of bed or sleeping on the floor. I could only arrive 30 minutes before as there was still lots to do on the morning of the wedding. It was a lunch time wedding and I was up from 8am decorating the reception venue etc. This couldn't have been done earlier unfortunately.
Is there any advice on how to proceed?0 -
£500 isn't a particularly small amount of compensation to be requesting. I can't see on what grounds a judge would ever award this.0
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Forwandert wrote: »How did you come to the value of £500? how much did the room cost for the night?
I came to £500 by looking at complaint resolution examples online and taking advice from friends. The room was £180 which didn't get charged and they paid for the Holiday Inn.
On a normal, everyday occasion I would not be so angry. I feel that as this was our wedding night it should count for a hell of a lot more. They don't seem to agree.0 -
Forwandert wrote: »How did you come to the value of £500? how much did the room cost for the night?
Good point? The Royal Suite for one night DBB for a Saturday in July only costs £284, the four poster suite a bit less, £500 :eek:Thrifty Till 50 Then Spend Till the End
You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time0 -
To be fair, I had little idea how much to ask for - what's the general consensus for £500 in such circumstances. Work colleagues have said that I should be asking for a lot more or one weeks free stay, anywhere in the world, effectively lessening the cost of a holiday.0
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Honestly, the best I would wish for is another free stay in their top of the line room exactly one year from your wedding date. And perhaps meal & complementary wine/champers..
Thats a more realistic outcome.0
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