To ask for help in deciding what compensation to ask for.... need answers as quickly as poss please.

[Namechangedespeciallyforthis]

Regular, very recently name changed for something else. In Australia, so it's 07:40 here. Need advice quickly before we check out of the hotel. Here's what happened.

Stayed in a fairly expensive hotel last night in their family suite with four kids, 1, 2, 9 and ten.

Just got the younger two to sleep and settled the older two, probably about 22:45, when a distant alarm started ringing. Eldest started panicking (as he is prone to), snd I told him everything was fine. About 3 minutes later, an extremely loud alarm started going off in our room. Called reception to ask what was going on, only to be told 'stay in your room until further instruction'. Fair enough, did what we were told. Five minutes later (with alarm still blaring), announcement through tannoy saying 'we are aware of an ongoing issue, please wait for further instruction'. Fair enough. Until my 9 year old says 'mum, I can smell smoke'. Walked over to his side of the room, and yes, was starting to smell strongly of smoke. Phoned reception again, took me nine or ten goes to get through as engaged, to be told 'yes, there's been a problem with the sauna on the 14th floor (we are on floor 13), but it's in control, please stay in your room!' Starting to feel a bit uncomfortable. Within five minutes our room is stinking and smokey. Kids and me are coughing (4 asthmatics between us), so husband goes out into corridor to investigate whereby he meets a member of staff who says, 'yes, the sauna has been on fire but is now in control, however, due to levels of smoke can you please evacuate to the foyer!'

Go downstairs (littlies asleep in double stroller, eldest panicking like mad, 9yo not really concerned), to discover that the WHOLE HOTEL, has been evacuated to downstairs!! We then waited about 30 minutes before being sent back to our (still stinking) room, where none of us (except the little ones) could sleep. It's morning now, everything stinks, and we just want to leave, but are unsure how much to request, if anything, is removed from our bill. On a side note, pool use was included in our room, which the kids wanted to do this morning, but now can't because it's closed due to the sauna fire.

Any advice would be welcome please before we go downstairs.

That's awful.

Refuse to pay a penny.

I'd refuse to pay!

I agree! Pay nothing! That's awful.

Did you complain last night about the smell in the room ( after you were sent back) ?

Yes, we were given a desk fan.

I wouldn't be paying for that.

Pay nothing! How dare they leave you at risk like that when they evacuated everyone else!

If your stuff smells of smoke then I would also be asking them to pay for replacement or cleaning as well.

You don't pay a penny and also send them a bill for your dry cleaning if all your clothes smell of smoke.

Definitively refuse to pay a penny!

Not a single tiny penny and if you've got the gift of the gab get another night thrown in too!

Refuse to pay plus cost of having clothes cleaned.

Let us know what happens i don't want gossip

Thank you for all your replies! I thought we shouldn't have to pay but dh wasn't so sure. I mean, I get that the fire wasn't their fault (a guest poured oil or something on the sauna coals and the caught fire), but it was just dealt with appallingly!

You shouldn't have to pay and they should compensate you. I'd ask for a complimentary return visit (to restore your faith in their excellent facilities) and cleaning costs for your belongings.

This

You shouldn't have to pay.

But can I ask, why (WHY?!) did you stay in the room when there was an alarm going and you could smell smoke?

I'm not sure really. I suppose because we had been told to. I mean we asked twice, and a tannoy announcement also said it was ok. Stupid though, in hindsight. Feel a bit foolish now actually.

You know, thinking about it, with four kids, I can understand why, but I'd have been out of there ASAP and not going back in until I'd heard a definite 'all clear'.

I hope you're all okay anyway - and that you get a refund and some rest!

It isn't really surprising you stayed in your room. Apparently the normal human response to a crisis is to try and normalise it which is actually dangerous as at least panicking would usually remove you from the situation. So the way you behaved is very common if not very safe.

Refuse to pay. They are covered by insurance for business loss in such instances

Refuse to pay a penny for the room, and you would also be completely reasonable to expect additional compensation for them putting you in danger, due to the aggravated asthma.

Seriously, of be making a claim on their public liability policy. They have failed appallingly in their duty of care.

Thank you all! Bolstered by your replies, we got our room free, parking, and a free $25/head breakfast. The girl on reception wasn't particularly helpful, and was looking for full payment, however the manager was horrified at our treatment, and said that she would be disciplining the staff responsible as we should have been immediately evacuated, and relocated if required. So a decent ending to a crazy situation.

Well done what awful treatment

Yes, I was going to say from a safety aspect, they were negligent. It's a good job this was recognised by the manager. I'd pursue this further if I were you as I think they put you in danger. Not from a compensation point of view, but from a safety point of view.