Filthy and hazardous hotel - what are my rights?

Scottish_lass_2

Thanks to all who replied!

miduck

Did you stay in the hotel, or did you leave as soon as you saw the problems?

Which hotel is it?

agrinnall

It sounds like you stayed for the duration of your booking, in which case your ability to claim anything back is much reduced. Had you left when you saw the state of the room you'd be in a much stronger position, as it is they can argue that you accepted the room and therefore should pay for it. However, it's definitely worth continuing with the complaint.

You might be better to post on another board for more advice as I suspect the CAB will simply tell you to visit a branch - the Consumer Rights board is probably your best bet.

Dunroamin

How much, per night, did you actually pay for the hotel and whereabouts in London was it?

balmk

Did you:

1) Complain to the hotel about the room at the time of the stay?

2) Following your injury record this with the hotel and get it logged in their accident book?

If not, you will have a difficult time in getting a satisfactory outcome to your complaint.

peachyprice

Did you ask when the breakfast times were and were refused the info, or did you not ask and take it upon yourself to buy breakfast elsewhere?

Enfieldian

balmk wrote: »

Did you:

1) Complain to the hotel about the room at the time of the stay?

2) Following your injury record this with the hotel and get it logged in their accident book?

If not, you will have a difficult time in getting a satisfactory outcome to your complaint.

This.

Or is it....

3) Register and post on a random forum spouting off about compensation?

CAB_National_Representative

Scottish_lass wrote: »

I recently booked a hotel through a well known online booking agency, for a 3 nights en-suite bed and breakfast.

The hotel was filthy and hazardous. The smoke alarm had been pulled off (exposed wires), there was dry rot inside the wardrobe, the toilet seat kept sliding off, wash basin was blocked with water, chest of drawers had other people's hair (not been cleaned) and the 'sliding' shower door fell in which caused me an injury on the day of checkout. There was also a foul smell, similar to a gas leak. Also, I was not informed when the breakfast times were nor even where they would be held as the guy at reception had a 'I can't be bothered' attitude (I was not actually in the hotel itself, but in something that looked like a self contained bedsit).

I complained to the booking agency who had the cheek to respond that despite this, they hoped that I had enjoyed my trip!

The booking was paid partly by debit card and by cash (although I had not actually authorised payment by direct debit, the hotel just took this when they had my account details to 'hold' the room).

In total I wasted £300 to take a short break (in terms of travel to London, hotel booking, and having to buy my own breakfast) - and I still have a painful foot. I took photos of everything. Do I have any rights to make a claim for compensation, and if so, is that against the booking agency, the hotel, or both?

The booking agency claim they are not liable and they will pass on my 'feedback' to the hotel concerned.

Any advice would be gratefully appreciated.

Hi Scottish lass - our CAB representatives are only covering England & Wales at the moment, and we're not covering consumer issues at present.

If you live in Scotland, we'd suggest you contact either the Citizens Advice Direct Helpline in Scotland, or your local bureau in Scotland, for advice on action you can take and/or whether you can claim compensation.

If you live in England or Wales, we'd suggest contacting either our Consumer Helpline (08454 04 05 06, 9am to 5pm, Mondays to Fridays) or your local bureau.