Hotel party

[Notthefirsttime]

DH and I have finally managed to get a night away for our tenth anniversary and we are staying at a local hotel in the honeymoon suite. It’s all very fancy, had a lovely afternoon here and went out for dinner and a movie. Came back to the hotel and there is a party on directly under our room in their function suite. Normally this wouldn’t be too bad I suppose but having 3 kids under 7 and not remembering the last time I’ve had a decent night sleep I’m raging that the bed is literally vibrating with the music. I was so looking forward to a good nights sleep. I’ve just called reception and apparently the party will be finishing in the next half hour, around 1am. Am I being too fussy or do I complain in the morning about the ridiculous amount we paid for this room hoping for one decent nights sleep?!

I would email them and emphasise how important the stay was and you expected to get a good night sleep. I would stress that I would have never booked if I had been told of a party
You were unable to sleep and enjoy your stay and say you want a full refund
Give them a time limit to respond
Very shoddy of them

I'd expect a full refund.

Trip advisor, give them an honest review.

Even travellodge give the ‘great nights sleep guarantee’ and they only charge about £60/70 a night.

I think you really needed to to complain last night, a move to a quiet room would have been better than a shit nights sleep and a refund.

It's simple. The room wasn't fit for purpose. You should be entitled to a full refund. Maybe contact trading standards for advice? They're bound to have an FAQ on this scenario on their website so it's worth having a look.

That's bad room allocating on their part. Where I work people attending the function get placed in the rooms above the function suite and if it's quiet and the hotel isn't full (off season) then we block the rooms above the function suite off so they can't be booked.

Definitely email head office or somewhere higher up that might be able to offer a better discount.

Apparently I was told the best way you should complain is to use the 3 CCC’s

Complaint - state factually with no emotive words what your complaint is

Complement - state why you chose this particular establishment for your special occasion, ie had good service before, recommendation, husband receives great service when using for business

Compensation / Conclusion - request a reasonable compensation / conclusion that you feel would resolve the issue and ensure you continue to use their services

Was it Crieff Hydro by any chance?

A couple of coffees on the house? When he is using the premises for business? I’d tell them that unless they can offer a fair compensation you will not be using them for business meetings anymore...

I’m assuming those also fummin, have never been to a wedding reception/party etc etc until late in the evening.
I’m not unsympathetic, but it’s a hotel with functions rooms, hence always the chance you’ll hear noise.

If it’s Crieff we’ve had a similar noise issue! And we were staying in a cabin near by so not in the hotel but it was so so loud!

I'd name and shame if you don't get a good response ( refund) from HO.
It's not good enough and to think your dh also spends money in the hotel regularly, very mean of them.

And mention that your DH has used their hotel for business meetings, and is very disappointed that they fell so far below the standards he has come to expect, and your experience has made him think again about using their services for his meetings.

Take it further. Stingy AF!

Sorry for the late reply life took over as soon as we got home. I’m hesitant to name the hotel... ah forget it. It was a hotel in the Manorview chain, not Crieff Hydro. We did speak to the general manager after the receptionist offered £50. It was the general manager who said £100 and that was as much as they could do. I’m going to draft a complaint tonight and maybe post on here if someone wouldn’t mind having a wee look later

Please do! For £350?! Stingy twats.

Torrance hotel by any chance? We had a shocking experience there between Xmas and new year. Similar to you pitiful refund offered and a basic I don't care attitude. Such a shame as we were really looking forward to it as a relaxing break but we ended up in a pub round the corner and left early rather than use or late checkout.

I emailed when I got home as well and got no where. Quite shocking!

she explicitly said that’s all they can do

Rubbish, that's her first offer. You can pressure them more than that.

From their website

Our ultimate objective is to achieve the highest level of customer satisfaction and to ensure that all of our guests leave our venues with a distinctive feeling of satisfaction.

Customer Enquiries, Complaints or Comments
For any enquiry, complaint or comment regarding a stay at one of our hotels which cannot be resolved by contacting the individual hotel or for any other customer service related enquiry should be directed to either: Phone Call: 01505 704 348. Email: [email protected]
In Writing: Manorview Hotels Limited Head Office, Bowfield Road, Howwood, PA9 1DZ.

What do you think:
My husband and I stayed in the honeymoon suite at the .. Hotel on the night of 29th February. This was booked 6 months ago and was a much anticipated evening of rest and relaxation having arranged childcare for 3 children. It was also our tenth wedding anniversary. We had hoped for some much needed sleep. Unfortunately there was a party in the function suite directly below our room. The music was so loud that the bed was vibrating and it was impossible to sleep. We waited two hours and finally complained to reception at 12am. We were told the event would “not be too long” in finishing. We were not offered an apology and nothing was done to rectify the situation (eg offer of a different room). The music stopped at 1am. I’m sure you can understand this was not the night of uninterrupted sleep we had planned, given we had to get up at 7am for breakfast.

We complained again in the morning and discussed with the receptionist who had originally booked the room. She did apologise and offered a refund of £50. Given we had paid £350 for the room this was unacceptable. We spoke with Denise, the general manager, who then offered £100 refund but stated she could not offer any more than this. Staff are acquainted with my husband as he often arranges business meetings in the hotel. He was offered “a couple of coffees” next time he is in.

Overall we were left feeling disappointed that our complaint was not taken seriously and that proportionate action was not taken to rectify the situation. We accepted the £100 at the time but on reflection feel that a full refund is required given that our stay fell significantly short of the expectations. Had we even been forewarned about the noise levels we would happily have accepted a room in a different part of the hotel

Thank you @SeaToSki for the details

I think that sounds good.

We accepted the £100 at the time but on reflection feel that a full refund is required given that our stay fell significantly short of the expectations.

I would be inclined to be explicit here that the stay fell short of expectations because you had a spoiled night’s sleep, and because of the way that your complaint was handled, both during the night, and in the morning.

I’d be raging and expecting a full refund! This has happened to me in a hotel before (albeit not a £350 a night one) and I got my money back

@WarmSausageTea I’ll add that in thanks

Thanks @datasgingercatspot I was trying not to get worked up as I was writing it!