Problem with hotel room

kristell

We booked a deluxe room in a hotel. Stayed one night. Room was very poor and letter sent to hotel -they admit it was not to standard and have offered us 20% off next stay with an upgrade. I don't want to pay again for something that was not right in the first place. They knowingly put us in a room that had been reported on Trip Advisor - so they knew it wasn't up to standard. I want some money back. They have said they have a no refund policy. What are my legal rights?

Thank you for taking the time to read this and help me if you are able to.

tinkerbell28

Did you complain on the day? As with these things you miss the boat if you don't complain there and then (giving the chance to rectify) but decide to do it after you've checked out and left.

How was it not upto standard? Was it miss sold for example?

kristell

The room was supposed to be deluxe. The bed mattress made so much noise when you turned over it constantly woke one or other of us.


The bath was chipped, the shower control had black mould in and around it, the tiles had black mildew in the grouting, the water pressure from the taps on the basin, if not used together was barely more than a trickle, the wooden bath panel, badly damaged from presumably water leakage from the shower, the cold water tap leaks over the vanity unit making any items close by soaking wet. A plate of fruit arrived for us – the fruit was old, soft, bruised and unappetising.

We said to reception we were not happy with the quality of the room and they said they were fully booked and there was nothing they could do.


The managers agrees and says " Having now had the opportunity to investigate your comments, I am sad to say it appears we did not live up to the very high standards we so pride ourselves on delivering on this occasion."

visidigi

Chain or local hotel?

kristell

I don't believe it is a chain - it is a large country house hotel/spa - website says The present owner, xxxxxx , purchased the property in 1986 and has sensitively developed and updated the facilities taking immense care to retain the character and charm of the original Georgian house.

kristell

small chain - just found this Welcome to xxxx, a collection of three family-owned unique hotels with outstanding facilities in London and the South East of England.

tinkerbell28

In that case, I'd be pushing for a part refund at least.

hollydays

I think I've figured the hotel..if you look at the reviws on tripadviser, there are an awful lot of reviews recently from people with just one post and glowing praise.

If you look at the reviews of people with 6 or so they are not anywhere near as complimentary.pretty atrocious reviws look like they've watered down. I have to say, buyer beware with hotels is very much the order of the day. Just because a hotel claims to be 4 star with a spa it means absolutely nothing. I've never stayed in a hotel that reviews this bad-second thoughts, worse, OH once booked a terrible hotel that had classified itself as 4,star-it was like a bad nightmare, more like 1-2 star . He looked at the photos of the outside-nicely bathed in coloured lights, nice old building and traditional rooms-photos were horribly out of date and some rooms were out of the 70s.
I can only blame myself if I choose a bad hotel but I don't think you'll get anything back.