Booking.com and poor hotel

r_f

ain't sure if this is the right thread for this but I recently booked a 1 night stay at a Blackpool hotel for £100 and a twin bed room with Booking.com

I arrived at 7ish and the friendly man on the desk explained breakfast was at 10 am but I said I need to leave at 9am to catch a train. He said no problem but there won't be anyone on the desk as the shutters will be down so just leave the keys in front of thr shutters.

I got in the room and went straight back out without inspecting it. Got back at 11ish then fell asleep. It was about 2am I hit woken up to a cold breeze going over my bed. The only window in the room was damaged and letting cold air in. It kept me up basically all night and not until the next day I didn't realise my son had put his clothes back on as he woke up as well feeling the cold.

I wasn't happy but there was no one around to speak to at 9am and had to leave to catch the train.

I complained to booking.com and asked for a full refund as this room isn't fit for purpose. They should I should of raised the complaint with the hotel but ad I say it was 2 am when I realised and no one around in the morning,

They say I'm not entitled to a refund but are offering 20 gbp as a goodwill gesture. This twin room is now advertised for 50 quid and says last one left, so I'm assuming it's this very room that's unfit to stay in (unless it as in the middle of summer).

Ive replied back querying why its still advertised and gave photo evidence if the drafty broken window frame and that they are still advertising it now at 50 quid.

Before I get a reply from booking.com , I'm just wondering what my rights are, I didn't expect a full refund but maybe 50 quid which I have suggested to booking.com

Does the fact they have offered 20 quid goodwill mean that deep down they now I'm entitled to more. Should I push for more refund or just be glad I'm getting 20 quid back.?

pmduk

Usually, you need to give the hotel a chance to put matters right. You didn't inspect the room or notice the fault until 2am, at which time it might be considered unreasonable to wake people up to change rooms. I think you might need to put it down as an unpleasant learning experience. For that money in Blackpool, I'd expect a hotel with better reception hours for a start.

mattyprice4004

Just FYI, most hotels change prices to line up with demand - so you may just have stayed at an expensive time. A room being £50 means nothing.

Good luck, but I feel £20 is fair as you didn’t let the hotel know during your stay - I think a broken window should have been pretty obvious when checking in