Hotel refund

[Crabby12345]

Hi,
I booked at the Royal Court Hotel via hotels.com in Coventry recently for an event. The hotel cost nearly £200 and was inflated due to this event.

When we booked we were told there would be a shower in the room in the hotel description and on the hotels.com email confirmation, however when we got to the room there was no shower and the plug didn’t properly fit so you couldn’t even take a bath. The room was filthy, there was blood stained toilet paper on top of the toilet and the whole place was dirty. There was no hand soap to wash so we literally couldn’t wash that night or the next morning. We didn’t end up getting back to the hotel until late after the event, and then I noticed that morning regarding the state of the room and the shower and complained to management I was told the hotel was fully booked and that I couldn’t be moved to another room. I went down to the desk to speak with the manager.

I was told I had to ask hotels.com for a refund for the room which I did, however I’ve been told the hotel has refused this request. I’m wondering what to do next, surely a room can’t charge £200 for a room with no wash facilities? AIBU?

Did you take photos ?

I would email HR and copy anyone else in that’s relevant. No way would I let this drop.

Yes, I have pictures of the blood stained tissue and I made a note of the room number that had no shower. I also have screen grabs of the hotels.com website and email that said the room had a shower.

YANBU to want a refund if it was that bad but I'm not sure where you would go to try and get that if they're refusing to give it out. I definitely give them a few stinking reviews to start with though

Are you in the UK? I found this when I googled

www.gov.uk/make-court-claim-for-money

I’ve emailed HR and they do not come back to me. I have called the hotel and they said I cannot talk to customer services and that I can only email. However they do not respond to emails. Hotels.con will not refund without the hotels approval which they said the hotel will not provide as I didn’t raise the issue at the time-even though I did and the hotel manager has acknowledged I spoke to him. I don’t know what to do next or just to let it go

I am in the uk

They are trying to push you off to hotels.com.

Complain to both. Call the hotel, get the name and email address of the manager and send him the photos. Do the same with hotels.com

Don't take no for an answer. That sounds really manky; but perhaps you should have complained when you checked in, not when you checked out.

Book Britannia, get Britannia.

If they didn't offer you a goodwill gesture at the hotel, I'd not waste further energy on it. You stayed in the room so you won't get a full refund.

Maybe if you ask they will send you some vouchers towards the next time you stay with them

You might be able to get a chargeback through your bank.

I have called the hotel and spoke to the manager, they said there is nothing they can do as the main manager said they will not refund for completed stays. Hotels.com can only speak to on a live chat as far they will not do anything further as the hotel have refused. I’ve sent both hotels.com and the hotels the images.
we didn’t arrive at the hotel until very late after the event and so there was no one around to talk to. I called them from the room first thing when I woke up. I have called the hotel, however it’s a premium number and it’s already cost me an additional £15 in calls this month to speak to them 😔

I tried the chargeback idea, the credit card said I couldn’t do this but could do a section 75, but I’m not sure how successful this will be and how long it takes

Does a section 75 have to get permission to refund from the hotel as I imagine they will just say no again?

I think you might have better luck by leaving a negative reviews on hotels.com and maybe Tripadvisor and tagging the hotel into any comments you make about the situation on social media. Just make sure you keep everything you post factual and refer to things you have proof of. A lot of places unfortunately seem to be more attentive if they think they are getting bad publicity.

Send a written/typed recorded delivery letter to the hotel chain head office.
Set out your complaint as briefly as you can (don’t waffle) and ask for compensation.
Compromise on the amount though, it’s rare to get a full refund.

When this happened to me I was able to claim the full amount back on my credit card. Contact your bank.

I live in Coventry and years ago The Royal Court was one of the best there was. Now, it's one of the worst. There were rumours that asylum seekers were going to be housed there. Definitely get a refund! I wouldn't stay there if someone else paid for me!!

Do you remember how long it took? Also did they need the hotels approval for the refund as I don’t think they will get it.

It was truly horrible, I’ve stayed in some pretty grim hostels in my younger days and it was by far the most disgusting room I’ve ever stayed in!

The bank will look at the evidence and make a decision based on what they feel is fair. It's worth a try, you have nothing to lose.

The reviews are pretty bad for that hotel on tripadvisor.

Too late now, but google the hell out of every place you stay in. Not foolproof, but much more likely to find a decent quality hotel without these issues.

get photos, including your original room description.

Report on Trip Advisor.

Contact Environmental Health regarding health hazard human blood.