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?!

@KatherineJaneway I think we caved too quick to be honest

No it wasn’t @Dollybagwash

One other thought; if you paid by credit card, you might (if the hotel digs its heels in) be able to claim
a refund from the card issuer under section 75 of the CCA. It’s primarily a protection in respect of goods bought, but according to the FOS website, it can also apply to services.

www.financial-ombudsman.org.uk/businesses/complaints-deal/consumer-credit/goods-services-bought-credit

I would remind them that your husband doesn't need to use them for business meetings - other places are available.

I would add a phrase like

As a continued, loyal customer with regular business bookings .....

Just to emphasis that they have more to lose by not compensating you

I forgot to add that, a couple of PPs had said that too thanks

I had this happen recently - our booking happened to coincide with a Christmas party night.
I was warned in advance, offered tickets to the event (£ presumably - I declined) and given the chance to change my booking for another night.
We went out elsewhere for dinner then came back and used the opportunity to have uninhibited sex without feeling we were disturbing anyone!

Great response, OP.

I can't believe they put the Honeymoon suite and the most expensive room in the hotel directly above the function room!

I might quote their own words back at them, but i think you hit the right note

Your website states “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” and on this occasion your hotel completely failed. Neither my husband or myself would be able to recommend your hotel to any of our friends or business colleagues in the future which is a pity since we had such high hopes for our stay.

Thank you for all the helpful comments. I’m going to send the complaint tonight. Will let you know the outcome

@BobbyBlueCat to be fair I think my husband asked for their nicest room, given the special occasion. I do agree it seems crazy their best room is above the function suite which seems to be used very frequently for random tribute nights etc

@ThePreviewPoster that kind of response from the hotel would have been quite fair. It’s a shame because the hotel itself is beautiful

@HollowTalk that's not wise, especially at this stage.
The email is good. Being pleasant but firm almost always gets the best results.

I guess their logic would be if there was say a wedding in the function suite the B&G would be at the event rather than in bed unless they sloped off for a quickie

@Notthefirsttime Did you get a reply to your email?

A bit off point...but who in their right mind pays £350 to stay one night in a hotel...ive been on holiday abroad for a week for that money...a bed is a bed and once you are asleep how is it any different to staying in a Travelodge...

For that price I would definitely be asking for more of a refund, it's a lot to pay when you needed to leave early the next day.

I guess it's the experience since it's a special occasion.

Attention to detail does make a difference, better quality sheets etc

I’d let them know about this thread and that a good outcome would probably benefit them!

This happened to me once but luckily pre-kids, I was still raging though

Fair enough...i guess im just not used to such luxury to worry about bed sheet quality...as far as im concerned as long as the room is clean and comfortable (and quiet) then im happy...id rather spend that kind of money elsewhere.

I would be absolutely raging .

I cannot believe that's all they offered.

I certainly won't ever book with them after reading this

Even if they can’t refund you, they should offer you a complimentary night in the same room or one of equal/higher value.

Unless they offer up a full refund I'd be all over social media with this one. For £350 I want a good nights sleep.

Well this is the response to the email:

“Good afternoon

Thank you very much for your email.

Please accept my apologies that you were not notified of the function taking place beforehand and this caused a disturbance to your evening. I appreciate that you wanted an early night with 3 small children at home, I know a full nights sleep is precious, so I know it was disappointing that the function was on till 1am.

I have copied in Kathleen who is the area operations manager, who would like to offer you a complimentary stay at any of the Manorview Hotels at a time that is convenient to yourselves and with no time limitations, she would be more than happy to arrange this for you.

We look forward to hearing from you.

Kind regards”

What do you think? What does no limitations mean anyway?

Also DH hasn’t had the £100 refunded yet

It looks like the email is from the general manager, the same one we spoke to in person