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AIBU?

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Original poster

In Spain - friend issue with hotel room

179 replies

RosaMoline · 10/09/2024 08:12

Morning lovelies
we’re day 3 on our holidays.
On the morning after our first night, my friend was making a cup of tea in her room, and the ceiling collapsed by the bathroom, leaving a large puddle of water on the floor. She was shaken but uninjured.
So yesterday, she had to repack her case and they moved her to another room (of the same standard)
My friend doesn’t articulate herself very well, and gets very anxious, so I’m her official spokesperson, so to speak.
The manager wasn’t available yesterday, but today he’s back - we’ve yet to speak to him, but what do you think is fair to ask for due to the inconvenience and disruption? I was thinking a refund of the first night’s stay (about £160)
AIBU?

OP posts:
Pookerrod · 10/09/2024 08:48

I stayed in a luxury country house hotel for the weekend once in the UK. When I got up in the morning the room was flooded under a couple of cms of water. Overnight something had burst in the bathroom. Nothing of mine was damaged and they moved me very quickly but on checkout they didn’t charge me a penny.

NetZeroZealot · 10/09/2024 08:45

Yes, I would expect some compensation for the shock and inconvenience.
Presumably the hotel's maintenance is at fault.
But I wouldn't expect a full refund - dinner or some free drinks perhaps.
And I would be very polite and respectful in my interactions with the staff.

Beekeepingmum · 10/09/2024 08:42

People are so accepting. I would have thought the ceiling staying at least 7 ft above you was a pretty basic requirement for a hotel room - I've never been to a hotel where the ceiling didn't stay nicely where it was expected to be. It the hotel consider the norm that is definitely one for TripAdvisor.

I'd ask for a refund as they haven't provided the basic safety you would expect. It may not be their fault but they are the service provider.

sofski91 · 10/09/2024 08:40

The replies on this are interesting. I once stayed in a hotel in Quebec City, when we got there there was no running water until later on in the evening. We got the first nights stay refunded. My uncle (who worked for the same hotel chain as a manager but in a different hotel) said that it would have been reasonable for us to have the whole stay refunded!

Whinge · 10/09/2024 08:40

RosaMoline · 10/09/2024 08:35

We will speak to the manager this morning and will let you know if anything’s offered!

I'm sure he will already be aware of the issue, so i'm curious as to what you want to speak to him about. Unless you're planning on thanking the staff for how quickly they resolved the issue?

GRex · 10/09/2024 08:39

I would expect something for her, a change of room is the bare minimum. Just say she's a little anxious and upset, is there some compensation to help her, but let the manager choose what's easiest (probably will comp one or more meals).

Original poster
RosaMoline · 10/09/2024 08:35

We will speak to the manager this morning and will let you know if anything’s offered!

OP posts:
Ginmonkeyagain · 10/09/2024 08:35

No you don't expect the ceiling to fall on while you are holiday, but expect the hotel didn't either. Hotels are not magically immune from leaks and repair issues.

I would consider being relocated to a similar room promptly to be the end of the matter.

Original poster
RosaMoline · 10/09/2024 08:34

Tomorrowisyesterday · 10/09/2024 08:31

It would have been thoughtful and fair to have upgraded her room. You'd think for the sake of the trip advisor review that would do something to redress the balance!

Also, the original room she had was a double bed (we’re used to sleeping in double beds back home, so specifically requested) her new room has 2 singles, so you could argue it isn’t the same standard I guess.

OP posts:
theeyeofdoe · 10/09/2024 08:32

I think they should have upgraded her room at least. She could have been injured.

Tomorrowisyesterday · 10/09/2024 08:31

It would have been thoughtful and fair to have upgraded her room. You'd think for the sake of the trip advisor review that would do something to redress the balance!

Left · 10/09/2024 08:31

Interesting to see the different perspectives. I would absolutely ask for a refund if my hotel room ceiling collapsed.

Badlands1 · 10/09/2024 08:29

We had this - I didn't ask for anything but they gave us a bottle of champagne some fancy chocolates and laundered/dry cleaned anything that got wet.

I had reported a minor leak with drips in the ceiling - they sent someone to fix it. There was then a massive deluge during the 'fixing' and the ceiling came down!

It was a nice hotel!

IamnotSethRogan · 10/09/2024 08:28

I'm not at all a complainer but I would be expecting something if a ceiling crashed in on me!

Original poster
RosaMoline · 10/09/2024 08:27

This is why I asked. I thought it wasn’t BU to ask for something, but your replies have given me food for thought. 😀
This is a Spanish chain hotel, not an independent, do that’s why I thought of asking. As in refunding one night’s stay wouldn’t affect them to be honest! This is also a medium to large sized hotel, so I would doubt being a ‘room down’ makes a significant difference too.

OP posts:
BeMintBee · 10/09/2024 08:25

A full nights refund? That’s a bit grabby and over the top. They resolved the issues and she has a new room.

Pottedpalm · 10/09/2024 08:25

I don’t think it’s inappropriate to expect the hotel to make a gesture. Due to a boiler malfunctions we were without hot water early one morning in our London hotel. It was swiftly sorted but they still wrote off our restaurant and bar bill for the previous evening.

ricenoodle · 10/09/2024 08:24

Ginmonkeyagain · 10/09/2024 08:20

Yep, they moved her quickly to a new room of a similar standard. That is good service. A free drink or bottle of wine would be a nice gesture but not required.

Edited

Tbh I don’t think this is particularly “good” service - it’s the minimum expected! I would expect some kind of compensation without having to ask (refund on first night, a massage, bottle of wine etc).. you don’t go on holiday and expect the ceiling to fall in and then to have to re-pack bags and move all your stuff. I would find it a massive inconvenience and it would take me time to get back into the holiday.

Newgirls · 10/09/2024 08:23

No it’s resolved. Be nice to them and they might give you some money or wine but if you act entitled they prob won’t. It’s a great travel story so leave it and enjoy your trip

Portfun24 · 10/09/2024 08:23

I wouldn't ask for anything, it wasn't their fault and was just unfortunate. She's been moved to a new room. Different if she'd been injured or her stuff damaged in anyway. They've enough to deal with now getting the ceiling fixed and being a room down.

fluffiphlox · 10/09/2024 08:21

They’ve sorted it. Enjoy the rest of your holiday.

Ginmonkeyagain · 10/09/2024 08:20

Yep, they moved her quickly to a new room of a similar standard. That is good service. A free drink or bottle of wine would be a nice gesture but not required.

AtYourOwnRisk · 10/09/2024 08:20

If your friend thinks she deserves compensation, she needs to ask for it herself.

Original poster
RosaMoline · 10/09/2024 08:19

No, none of her belongings got damaged.
We’re not complainers, very easygoing, but just wondered if it would be acceptable to ask for something?

OP posts:
Whinge · 10/09/2024 08:17

I wouldn't ask for or expect any sort of compensation. The hotel have resolved the problem.