Any point complaining?aibu

[turquisie]

We stayed in a hotel on Thursday night.
Quite a nice hotel and we booked the most expensive room as a treat ..it was £280 a night.
So we were on the 4th floor
There was a wedding on the top floor (9 th floor)
We could hear the blasting music till 3am.
Not in the background ..every word of every song.
Then arguing in the corridors till 5am.
We got no sleep at all as we had to be up at 8am
Our night and next day totally ruined by being knackered.
Would you complain ?

I'd have complained at the time! Then in the morning. There's nothing the hotel can do now!

They also couldn't have stopped the wedding
So the DJ would still have been blasting the music

you have no idea - why the heck wouldn't you have complained long before 3am? and you are fixated on the price and luxury of your room - but you would have had a refund if you had been moved to a less well appointed room. And of course they could have pulled the plug on the disco.

This happened at a hotel a few years back .Bachelor Party ,all sorts of noise outside the rooms and music .Luckily I ahd opted for the 3rd floor and noise muffled a lot .A little girl was crying as she was being kept awake! Hotel staff young and didnt seem to know what to do about it .

I can see why you didn't complain at the time, as nobody wants to pack up all their stuff in the early hours of the morning and then traipse to another room which is significantly cheaper than the one they actually booked and which probably wouldn't make much difference given that you were four floors away from the party already - plus the phone in your room didn't work for you to call down to reception, which is also shit.

However, when they replied to your email and said 'Oh, we could have moved you to another room' you should have pointed out all of the above to them. Be persistent. Marriott is a large hotel chain and they should offer you something, whether it's a partial refund or a voucher for a meal/money off a stay/drinks at another Marriott venue.

Well, they've got a point, haven't they? I really cannot understand why you didn't complain at the time.

They'd have refunded the difference, possibly even given you a complimentary or a discount for another night. And you could have phoned reception.

You don't know that. I rather doubt that the wedding party booked the room overnight. And they may have been able to move you to a room where you couldn't hear.

YABU to think you shouldn’t have complained because they would have downgraded you. I would rather have had a downgrade in the middle of the night if it meant I could sleep. They would have likely given you a refund/gesture to make up for it and you would have slept

You had a second chance to address it in the morning and you didn’t do that either

Therefore their response was adequate. You will likely now get something because you went to HO but could have all been avoided if you had dealt with it when it was affecting you

You could have used your own phones and rung through on an outside line.

They don't have to do anything now because you didn't give them the chance to remedy it at the time when it would have done some good.

You couldn’t complain on the night because of people outside your room and the phone not working.
You couldn’t complain the next morning because your dp was ill and you are anxious.
You didn’t want to move because you would be moved to a cheaper room.

What do you want?

To be honest OP, you can see that most people agree that you should really have complained at the time. Even if you didn't complain at 3am you could have asked to speak to someone at checkout and explained the situation noting that the telephone wasn't working and you felt slightly intimidated by the wedding guests loitering around in the corridors to leave the room to complain.

You might as well carry on the fight and email and ask if they could offer you a voucher of some sort given the inconvenience but the fact that you're emailing the day after, I don't think it's unreasonable for the hotel to say 'sorry but no'.

There was nothing stopping you phoning from your mobile during the night. There was nothing stopping you complaining when you went downstairs for breakfast. There was nothing stopping you complaining when you were checking out.

I'm at a loss as to why the hotel allowed so much noise for so long. They need to stick 'party is over by midnight' into their contract since they also have a great many guests who are not connected to the wedding- different if someone books out a small hotel of course.

I would have just gone down to the desk and asked to be moved to a different room on the spot or even asked for a refund and moved yourself to a different hotel if they could not provide an alternative, quiet room.

If there was no one there then I would have made a complaint the following morning and asked for a full refund then.

It just seems like you did nothing and then only want to complain retrospectively. They might argue you just want a free stay...sorry but it is always better to complain as soon as an issue occurs in this case.

I want them to offer some form of compensation for having zero sleep because of the ridiculous level of noise
It's not asking much
How can they charge that amount for a uncomfortable night
You get better customer service in a premier inn

Premier Inn would have the same response if you waiting until after you had left the hotel to complain

Balls to all that, keep going OP it's unacceptable

You won't get compensation for something you never have them the opportunity to put right.

But you didn't give them the opportunity ti resolve the issue - you should have complained there and then

premier inn would have exactly the same response. You had multiple opportunities to complain but waited until today.

I’ve just decided that I was disturbed in the night 5 weeks ago. I might complain too.

Send them a message publicly ( post @) if three don’t respond satisfactorily to your private message. I agree it’s not acceptable

As you didn't complain at the time, for all they know you had a perfectly good night's sleep, didn't complain because you didn't have cause to complain, and are only complaining now because you heard from elsewhere that the wedding continued all night and you thought it worth trying to pull a fast one.

Regardless of when she raised her complaint - the Hotel bookings policy needs to be changed & this is the main point you need to personally or public ally get across. You were misled at the time of booking. At no point were you told that a wedding was going on, that majority of rooms are taken up by guests, that they have a room or 2 left but guests are being made aware they cannot guarantee there won’t be noise in corridors after 12am, etc etc.
Anywhere I’ve stayed (large chain) have been upfront at time of booking about exactly this type of thing. Because moving you in this case clearly would have made no difference noise wise. Be careful of accepting a voucher - that’s just giving them more money for substandard accommodation at a future date.

It's in the Premier Inn's Ts&Cs that you need to let them know at the time, ie when the disturbance is going on. They can't rectify the issue if they don't know about it.

Which seems to be exactly the same as Marriott.

YABU