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?

Did she specifically ask for a refund? It’s much easier if you say what you’re asking for.

I would ask for a full refund AND an apology. I would be furious if I couldn't shower and brush my teeth before leaving a hotel room ... especially if I was heading off to an event (theatre/party/wedding/etc) for the day!

Name and shame them on social media.

Ibis budget?

Did she specifically ask for a refund? It’s much easier if you say what you’re asking for.

No, her first email didn't request a full refund but her second one did.

I'd absolutely insist on a full refund, that is appalling. Get on social media.

Ibis budget?

Not Ibis :)

They should have advised her they were turning it off and offer refund or other solution. It's slack.

She should have contacted reception and given them a chance to sort it first though.

She should have contacted reception and given them a chance to sort it first though.

I probably would have done this had it been me but I doubt it would have helped as the receptionist was clearly already aware of the issue when DD mentioned it.

It's pretty obvious: if she had been told before booking that there was a chance of having no water in the morning, she wouldn't have booked that hotel. She also wouldn't have been keen on an inadequately working toilet flush and a dodgy - and possibly dangerous - light switch. A full refund is clearly due.

I'd kick up the biggest stink and would expect a full refund - hot and cold running water should be available in the room for the entire time you pay for it and it's crazy so many PPs don't seem to be that fussed by this.

OP, on balance I stayed in a hotel recently and the tv wasn't working. I got 1/3 of the rate refunded upon complaining.

FOR balance, not on balance.

Just to clarify, DD can't use those points at the moment as there aren't enough for her to redeem at the moment.

The points system is complicated but, if she stayed with this chain lots more and then redeemed them at the earliest opportunity, the points they have given her would probably knock about £7.00 off the cost of a room.

She doesn't use hotels often.

We stayed in a hotel where there was a big racket on the corridor due to a drunken wedding party. We complained and got a voucher to come again for a quieter weekend. Two nights.
What if she had had an interview for an important job opportunity and her hair was a mess?
Did she say she would have to be honest on trip advisor? Their response is not good enough.

As only the last two hours I think partial refund would be fair

Did she say she would have to be honest on trip advisor?

No. She hasn't said anything like that. She does post on Trip Advisor and Google reviews when we go out for meals, etc.

I would say a partial refund maybe 25% but as cashback not rewards - if its rewards it should be for another stay.

I would expect a full refund, and I don't think your DD IBU for expecting a hotel to provide hot and cold running water throughout her stay.

Maybe she should post about her experience on the hotel's twitter, or on Trip Advisor?

Yes you should get a full refund if the water stops working.

She should definitely request a full refund (frequent business traveller here). She may not get it but she should request it on Twitter and with an ANGRY email to the CEO of the chain, not just through the complaints procedure.

The absolute bare minimum you should expect when you're staying in a hotel for work is that you're able to leave it in the morning having had the opportunity for a decent night's sleep, and a wash in the morning. If the loo didn't flush, the lights were dodgy AND she couldn't have a shower, that's a massive, massive FAIL.

I think they’ve offered a reasonable refund tbh

They haven't offered a brass farthing of refund - just points on some crappy reward system.

I'm also a frequent business traveler and I agree with MontyPython. I'd push for full refund and have got a full refund+ in comparable situation.

The only thing she could have done was to call reception immediately to ask for use of a functioning room for the last couple of hours - that would strengthen her case. However the hotel failed to provide the basics and should refund.

Aside from the refund, if DD doesn't cope well with confrontation she might benefit from seeking out some assertiveness training (might be called negotiating skills on training courses). I recommend it routinely for all junior women as its the point we are all socialised away from.

Yep full refund. The rooms should not be sold if there is no running water.

I don't think it's ever acceptable to offer a refund in a way that makes someone spend more money with the business to get it!

Kick up a big stink and take it to social media.

I'm not a picky person but I'd want a full refund if I had no water, hot or cold. That's ridiculous!