to think DD should get a full refund?

[Goldmandra]

DD1 stayed in a city branch of a large chain hotel last week for one night.

When she got up and went to use the bathroom, there was no cold water. Shortly afterwards the hot water stopped too. She was unable to shower or clean her teeth. This was two hours before the checkout time.

In addition to this, one of the light switches was coming away from the wall and the toilet flush didn't work properly in the evening.

When she checked out, she mentioned all of these things to the receptionist who said "Oh yes. We've turned the tanks off." When DD said she hadn't been able to shower or clean her teeth she was told "Sorry we disrupted your routine." DD isn't confident and doesn't cope with confrontation so she just left.

She has submitted a complaint to the management company who have credited her some reward points equivalent to around a quarter of the cost of the room.

She replied requesting a refund of the cost of the room or points to the full value of the stay and the response was that they believe that they had already done enough.

AIBU to think you don't turn the water off on hotel guests two hours before the checkout time and she should receive a full refund?

It’s really annoying and strange but I wouldn’t expect a full refund.

I think they’ve offered a reasonable refund tbh

I would expect a refund yes. Not being able to wash in the morning is ridiculous and totally their fault. If it was a matter of she didn’t like the breakfast or the colour of the bedding then yes - no refund would be right but no water? Definitely a refund.

I agree that she should receive a full refund.

Are they even allowed to turn off the water like that if there has been no emergency such as a leak or a flood necessitating it? It is hardly conducive to hygiene.

No, hang on, If I pay for a hotel and not a hostel I’d want the guarantee of a shower and all bathroom facilities. So yes I’d be seeking at least 2/3rds cost of the stay.

She should get some refund yes. But not a full refund.

Are they even allowed to turn off the water like that if there has been no emergency such as a leak or a flood necessitating it?

We don't know that there wasn't an emergency like that but it certainly hasn't been mentioned if there was.

I don't think a full refund, but a quarter in points is not adequate for having no water.

i wouldn't expect a full refund - she still used the room, etc.

but i'd be expecting more than that offered, yes - i'd ask for a 50% refund personally. and i'd escalate to the hotel chain's formal complaints process, not just a "i wasn't happy with my stay" letter - make that absolutely clear.

if i didn't get it, i would make clear what happened on trip advisor etc. so that other guests are warned about what the hotel is pulling - so someone else is warned it's a problem there.

Why ever did they turn the tanks off?
If I had no water even to wash my hands after the loo, I wouldn't be a happy camper. They should have offered more than reward points.

When dd's school had a problem with the water, they sent everyone home.

Full refund, I reckon.

Water to wash with is one of the most basic things I'd expect from a hotel room. It's in another league than a bit of noisy traffic outside, or not liking the style,of bedspread.

Not being able to clean your teeth! What if you were going straight to a business meeting?!

I’d absolutely expect not only a refund but additional compensation such as a meal next time I stayed.

I would definitely expect a refund!!

I would feel absolutely mortified if I had to go out without having washed in the morning!

i'd escalate to the hotel chain's formal complaints process

DD did use the formal complaints process.

Water to wash with is one of the most basic things I'd expect from a hotel room.

It does feel like they've failed to provide a fundamental here.

As someone else pointed out, what if you had a work meeting to go to?

We were in a lodge attached to a hotel a couple of weeks ago when there was a power cut for four hours at night which meant we couldn’t cook our steak dinner we had and I had to beg for sandwiches and a torch.

Didn’t get a penny off the bill.

I doubt they turned it off for no reason, there much have been a maintanence issue.

I think a full refund is absolutely reasonable.

She had been planning to go for a run but changed her mind because she slept a bit later than planned.

She did have to go and sit in a room with lots of other people that morning. It's a good job she didn't go running!

Name and shame! Very poor service. Got a full refund from Premier Inn with no quibbles over similar. I'd be fucking furious if I couldn't shower in my hotel room.

I was fully refunded by travelodge when they had no water in one of their hotels.

Did you see the complaint she wrote as I’m surprised that’s all she’s been offered by a large chain . My eldest is very good at complaining about all sorts ( hotels / days out etc ) and he always gets a good outcome , so I’m sure some of the success is down to the tone of the email you send .

I had an unexpected refund from Premier Inn once when I asked for someone to come and clean the bath in our room before I bathed baby DD2 in it because it was dirty. Totally different.

I helped her write the complaint and the request for a refund. It was polite and factual. They should have no issue with the tone whatsoever.

I think a full refund is a bit much given that she slept there overnight and used the facilities provided apart from the last 2 hours before check-out.

Did she ring Reception when the water went off and tell them? It sounds like she did nothing and just mentioned it when checking out? Why didn't she call them and ask to use another room so she could shower and clean her teeth? For all she knew, Reception might not have been aware there was even a problem with the water. She should have called them at the time rather than mentioning it as she checked out and complaining in writing after the event.

Just to clarify, this wasn't Premier Inn or Travelodge.