Hotel complaint

ConsumerPSW

Our son had a pretty awful experience at a hotel he booked as a birthday treat for his girlfriend.

On checking in he phoned me telling me how bad the room was, at first I thought he was exaggerating so told him to take photos and send them to me and go and speak with the manager.
On checking the photos I was shocked, especially as it wasn't the particular cheap nights stay.

He asked to see the manager as the room was disgusting, unhygienic and unsafe. He was given another room and while it wasn't as bad:( it still had some sort of plant/weed growing through the wall, filthy and two singles beds pushed together and not the double they had requested. They were told this is the only room available and since they had no other way of booking another hotel at such short notice or transport available until the next day they felt they had no other option but stay, but we're bitterly disappointed.

I said I would help write a letter of complaint which I'm in the middle but wonder if he would be in his rights to request a refund?

Aylesbury_Duck

ConsumerPSW wrote: »

Our son had a pretty awful experience at a hotel he booked as a birthday treat for his girlfriend.

On checking in he phoned me telling me how bad the room was, at first I thought he was exaggerating so told him to take photos and send them to me and go and speak with the manager.
On checking the photos I was shocked, especially as it wasn't the particular cheap nights stay.

He asked to see the manager as the room was disgusting, unhygienic and unsafe. He was given another room and while it wasn't as bad:( it still had some sort of plant/weed growing through the wall, filthy and two singles beds pushed together and not the double they had requested. They were told this is the only room available and since they had no other way of booking another hotel at such short notice or transport available until the next day they felt they had no other option but stay, but we're bitterly disappointed.

I said I would help write a letter of complaint which I'm in the middle but wonder if he would be in his rights to request a refund?

He can request a refund but since he stayed anyway, they may consider only granting a partial refund. I appreciate he was somewhat boxed in, but they at least had some benefit from the booking.

Is it a chain? Perhaps a polite but firm letter asking for another stay in another of their hotels might elicit a better result than a partial refund?

lincroft1710

Have you looked at reviews of the hotel on Trip Adviser? They may give an indication if your son's experience was a one-off or commonplace?

ConsumerPSW

Unfortunately I don't think it's a chain. I've told him because he stayed that it may go against him, and my first thought was it would be a good life lesson for him. He's prepared to leave it but after seeing the photos I was so disgusted I said he has to complain. (Unfortunately I can't post photos yet). I've stayed in a lot of hotels and never been bothered by a bit of dust or the odd issue but this was on a different level.

ConsumerPSW

He booked it on booking dot com and the reviews were ok, some good some not so good. Complaining of being a bit dusty, etc. The reviews on TripAdvisor ��

hollydays

What was the name of the hotel

ConsumerPSW

The Colonade Hotel

ConsumerPSW

* Colonnade

es5595

The Colonnade Hotel, London

This one?! How did he pay? Going on the previous reviews, I'd say put in a complaint but it might not get you anywhere, however I'd definitely pursue a refund!

ThumbRemote

My goodness, those reviews. The place seems to be an absolute dump.
https://www.tripadvisor.co.uk/Hotel_Review-g186338-d188962-Reviews-The_Colonnade_Hotel-London_England.html#REVIEWS

It is noticeable that the overall 3.5* rating on TripAdvisor is heavily bumped up by older reviews, the vast majority of new ones are 1*. The hotel have even given up responding to them now.

There's nothing to lose by requesting a refund, although I suspect it may end up being one of those things that in years to come he ends up looking back on and laughing about how bad it was.

hollydays

It appears the hotel changed hands in April