Declined refund for filthy uninhabitable hotel room

Jumblebumble

la531983 said:

outtatune said:

Half of what you posted is irrelevant, the other half obvious exaggeration.

Photos please.

To be fair, I just looked on Google Maps at the last few reviews. Suspect not as much exaggeration as you are making out!

Are you talking about all the 5 star reviews that were posted years ago?
Did you look at the photos on tripadvisor?
The place looks truly grim and I suspect only survives because of airline delayed passangers being a captive audience

MyRealNameToo

Jumblebumble said:

The place looks truly grim and I suspect only survives because of airline delayed passangers being a captive audience

And its priced vastly cheaper than anywhere else

Aylesbury_Duck

simonthenurse said:

I cannot begin to describe the filthy hovel that is the Swan Inn Heathrow

You did a pretty good job in the ensuing paragraphs.

la531983

Jumblebumble said:

la531983 said:

outtatune said:

Half of what you posted is irrelevant, the other half obvious exaggeration.

Photos please.

To be fair, I just looked on Google Maps at the last few reviews. Suspect not as much exaggeration as you are making out!

Are you talking about all the 5 star reviews that were posted years ago?
Did you look at the photos on tripadvisor?
The place looks truly grim and I suspect only survives because of airline delayed passangers being a captive audience

That was exactly my point, did you misread my post? I meant I suspect the OP isnt exaggerating, the place looks an absolute kip.

Murphybear

For interest

How to Report a Hotel to Environmental Health:

1. Find the Correct Local Authority:

   • Use the GOV.UK search tool to find the specific council for the area where the hotel is situated. 

Contact the Environmental Health Department:

• Once you've identified the correct local authority, contact their environmental health department. 

They may have details on their website for reporting health and safety issues. 

Provide Specific Details:

• Clearly explain the problem, such as poor food hygiene, a pest infestation like bed bugs, or unsafe conditions. 

Provide any evidence you have, such as photos or receipts. 

Understand What They Investigate:

• Environmental Health Departments focus on issues that pose a risk to public health or safety. 

They generally cannot help with complaints about general poor housekeeping or minor shabby conditions. 

pinkshoes

simonthenurse said:

I cannot begin to describe the filthy hovel that is the Swan Inn Heathrow, but as they say, a picture speaks a thousand words!
On pulling up to the property my heart sank as it was almost as tatty on the outside as it turned out to be on the inside!
The guy behind the bar was quite disinterested and rude and wasn’t really interested at all and had to call someone else to come and show me to the room. After waiting about 10minutes, a man who barely spoke any English arrived, scribbled down a few numbers on a scrap of paper which were copied from the back of a cupboard door in the bar and explained they were my not so secure electronic door key code!
He then explained to me in very broken English how the door locks worked and showed me into my room.
The room looked more like a crack den than a hotel room.
Filthy and unsanitary does not even come close to describing what I walked into, as I was greeted by mouldy pillowcases, dirty walls and broken windows, a splintered, soft and squishy floor under foot and a layer of dust and hair that you would probably only find in somewhere like a geriatric barbers shop. It was at least a centimetre thick around the edge of the room and even worse behind the TV stand.
I can only describe the bathroom as disgusting 🤮 with dirty stained toilet bowl and a shower tray that had more greenery and mushrooms growing around it than my back garden.
There was a kettle on the floor sat in the dust behind the tv stand, but no tea/coffee or cups, no towels or toiletries and the room stank of stale cigarettes and mould. There were stains up the walls and the white doors were black from dirt and the bedroom door seemed to have no way to secure it from the inside.
I went downstairs to complain but was told there was no manager I could speak to, no supervisor they could contact and if I didn’t like the room I could contact my booking company for a refund, which I did (OYO hotels) who basically told me to Foxtrot Oscar, so I lost £248 as there was NO way I was staying in that unsanitary hovel for a single night!
The website pictures do not remotely reflect the actual room and this is blatant false advertising
How do i move forward with this to get a refund now as its a lot of money to lose and I had to book an alternative more expensive accommodation as a result

How did you lose £248 when it seems to be £51 a night?

Was it an inflated price due to an event in the area that night?

Or was the £248 what you had to spend on another hotel? (In which case no claim...)

I'd suggest contacting your bank card people and see what they say. Your other option is court.

kimwp

MyRealNameToo said:

simonthenurse said:

I cannot begin to describe the filthy hovel that is the Swan Inn Heathrow, but as they say, a picture speaks a thousand words!
On pulling up to the property my heart sank as it was almost as tatty on the outside as it turned out to be on the inside!
The guy behind the bar was quite disinterested and rude and wasn’t really interested at all and had to call someone else to come and show me to the room. After waiting about 10minutes, a man who barely spoke any English arrived, scribbled down a few numbers on a scrap of paper which were copied from the back of a cupboard door in the bar and explained they were my not so secure electronic door key code!
He then explained to me in very broken English how the door locks worked and showed me into my room.
The room looked more like a crack den than a hotel room.
Filthy and unsanitary does not even come close to describing what I walked into, as I was greeted by mouldy pillowcases, dirty walls and broken windows, a splintered, soft and squishy floor under foot and a layer of dust and hair that you would probably only find in somewhere like a geriatric barbers shop. It was at least a centimetre thick around the edge of the room and even worse behind the TV stand.
I can only describe the bathroom as disgusting 🤮 with dirty stained toilet bowl and a shower tray that had more greenery and mushrooms growing around it than my back garden.
There was a kettle on the floor sat in the dust behind the tv stand, but no tea/coffee or cups, no towels or toiletries and the room stank of stale cigarettes and mould. There were stains up the walls and the white doors were black from dirt and the bedroom door seemed to have no way to secure it from the inside.
I went downstairs to complain but was told there was no manager I could speak to, no supervisor they could contact and if I didn’t like the room I could contact my booking company for a refund, which I did (OYO hotels) who basically told me to Foxtrot Oscar, so I lost £248 as there was NO way I was staying in that unsanitary hovel for a single night!
The website pictures do not remotely reflect the actual room and this is blatant false advertising
How do i move forward with this to get a refund now as its a lot of money to lose and I had to book an alternative more expensive accommodation as a result

What was your £248 loss? 

Looking at booking.com its under £50 if I book for tonight, a week or a months time even peak booking at Xmas is only £45.

Can see your post on Trip Advisor so clearly you were able to be aware of its 2.0 average customer rating and its price tells you all you need to know. Compare it to any of the other near by places and its a tiny fraction of the price. All the official hotels are asking £250 for tonight compared to £49, other B&Bs that are much further away are still charging nearly double that. 

The photos on tripadvisor show me more about people camera skills than the place but yes the place looks run down, tatty etc which is what I would expect for something being priced so low against the market. 

Even a cheap hotel should be clean and safe. The reviews on trip advisor sound like some people have had some quite unsettling and scary experiences there.

GDB2222

QrizB said:

OYO seem to specialise in buying rundown hotels and keeping them that way. I stayed in the OYO Sunrise near Leicester a couple of years ago. I think it used to be a Travelodge.

It was cheap but shabby.

https://www.tripadvisor.co.uk/Hotel_Review-g503966-d19070849-Reviews-OYO_Sunrise_Hotel_A46_N_Leicester-Thrussington_Leicestershire_England.html

If you booked directly with OYO and paid by credit card, you might be able to pursue this via your CC company.

“ Do not stay at the OYO Sunrise Hotel under any circumstances I would prefer to sleep in the car.”

MyRealNameToo

kimwp said:

MyRealNameToo said:

simonthenurse said:

I cannot begin to describe the filthy hovel that is the Swan Inn Heathrow, but as they say, a picture speaks a thousand words!
On pulling up to the property my heart sank as it was almost as tatty on the outside as it turned out to be on the inside!
The guy behind the bar was quite disinterested and rude and wasn’t really interested at all and had to call someone else to come and show me to the room. After waiting about 10minutes, a man who barely spoke any English arrived, scribbled down a few numbers on a scrap of paper which were copied from the back of a cupboard door in the bar and explained they were my not so secure electronic door key code!
He then explained to me in very broken English how the door locks worked and showed me into my room.
The room looked more like a crack den than a hotel room.
Filthy and unsanitary does not even come close to describing what I walked into, as I was greeted by mouldy pillowcases, dirty walls and broken windows, a splintered, soft and squishy floor under foot and a layer of dust and hair that you would probably only find in somewhere like a geriatric barbers shop. It was at least a centimetre thick around the edge of the room and even worse behind the TV stand.
I can only describe the bathroom as disgusting 🤮 with dirty stained toilet bowl and a shower tray that had more greenery and mushrooms growing around it than my back garden.
There was a kettle on the floor sat in the dust behind the tv stand, but no tea/coffee or cups, no towels or toiletries and the room stank of stale cigarettes and mould. There were stains up the walls and the white doors were black from dirt and the bedroom door seemed to have no way to secure it from the inside.
I went downstairs to complain but was told there was no manager I could speak to, no supervisor they could contact and if I didn’t like the room I could contact my booking company for a refund, which I did (OYO hotels) who basically told me to Foxtrot Oscar, so I lost £248 as there was NO way I was staying in that unsanitary hovel for a single night!
The website pictures do not remotely reflect the actual room and this is blatant false advertising
How do i move forward with this to get a refund now as its a lot of money to lose and I had to book an alternative more expensive accommodation as a result

What was your £248 loss? 

Looking at booking.com its under £50 if I book for tonight, a week or a months time even peak booking at Xmas is only £45.

Can see your post on Trip Advisor so clearly you were able to be aware of its 2.0 average customer rating and its price tells you all you need to know. Compare it to any of the other near by places and its a tiny fraction of the price. All the official hotels are asking £250 for tonight compared to £49, other B&Bs that are much further away are still charging nearly double that. 

The photos on tripadvisor show me more about people camera skills than the place but yes the place looks run down, tatty etc which is what I would expect for something being priced so low against the market. 

Even a cheap hotel should be clean and safe. The reviews on trip advisor sound like some people have had some quite unsettling and scary experiences there.

I think there is a strong element of you get what you pay for... there is probably some basic minimum level but not sure that questionable stains on the hallway carpets or scuff marks on walls would fall below that level. I dont look at the dust behind my own tv let alone those of a hotel. 

When the price is so out of keeping with the market it really doesnt beg the question as to why.