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AIBU?

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Original poster

To ask for the room to be turned down?

290 replies

holibobs3 · 12/04/2023 21:58

Currently on a uk holiday with DH and young DC. Staying in a 4* well known chain hotel. We are here for 5 nights total. Obviously it's common now to be told that your room will not be made up daily as it used to be in the past and I completely understand that is to do with environmental issues re towels, they did say that if we would like the rooms to be done then we just need to ask. However I do like the beds to be made etc when staying away from home. We are currently on day 4, so far I've asked twice if the room can be done. I said that I don't actually want the towels changed as we hadn't used them all anyway but I would like the beds to be done, we've run out of toilet roll, run out of clean mugs and would it be possible to have a couple more sachets of coffee.
The first time I asked it just wasn't don't at all. The second time I asked I came back to the room and new towels had been put in the room (which I specifically had said we didn't need) but none of the other stuff had been done.

We've saved really hard for this little holiday as we can't afford to go abroad at the moment, not that it's relevant but we are paying over £100 a night and that's just for accommodation not including parking or breakfast, so are we really being that unreasonable to request new toilet rolls, mugs etc?

OP posts:
Original poster
holibobs3 · 14/04/2023 09:10

@Mumof3girks thank you. I might just be being really stupid but I can't find their twitter tag!

OP posts:
piedbeauty · 14/04/2023 10:25

That sounds like really poor service. I'd definitely complain - and good luck with it!

To put it in perspective, we stayed in a Premier Inn last week. Each room cost £40 per night.

There's free tea, coffee etc at the reception which you can help yourself to. We had a problem with our room and the receptionist came up straight away and sorted it. There's someone on duty all night.

whenever we have asked for anything - shower gel, loo roll etc -they have been very responsive.

It's disappointing to have such poor service when you have been looking forward to going away, op. Good luck in getting it resolved.

Kyokyo · 14/04/2023 11:45

You are definitely not being unreasonable, and its poor service from the hotel.

However as a former hotel receptionist, I really feel that people should raise complaints during their stay and not at the end when they are checking out. If there is a problem, the hotel should be given a chance to put it right and make the rest of your stay a better one. There are lots of people who make up complaints on checkout on the chance it will get them a reduced bill, so sometimes you can't tell if someone has genuinely had a problem with their stay or not and are less likely to get compensated.

If you haven't check out yet, go to reception and raise the complaint. An appropriate action from the hotel would be to put it right or offer compensation.

If nothing is done, then on check out raise the complaint again and ask to speak to the Duty Manager. Then you can honestly say, you raised it with the hotel staff during your stay and are disappointed that they couldn't even make the effort to rectify the problem. You are more likely to get compensation if this is the second complaint and not just a random one as you are on you way out.

Sceptre86 · 14/04/2023 12:36

Yanbu, I'd expect the bins emptied, tea, coffee replenished and clean mugs at the very least. If you've asked for beds to be made up then should have. Just sounds like their customer service is woeful and I'd take that up with them now. I'd them leave a review detailing the issues you've had too.

Original poster
holibobs3 · 14/04/2023 14:21

@Kyokyo I did complain yesterday, to the general manager. He lied to my face about cleaning the room and made me feel really uncomfortable (it's all in my posts from yesterday) He offered £100 refund. I wasn't happy with the outcome but didn't want to complain again to him as he was part of the problem. That's why I want to complain to their head office.

OP posts:
billy1966 · 14/04/2023 14:27

Good to let people know via twitter that there is no longer a head office to complain to.

billy1966 · 14/04/2023 14:32

No wonder he lied to your face!

He couldn't care less about you or your complaint.

No Head Office to report to.
No wonder they feel confident in telling customers they no longer provide what many would describe as basic house keeping.

Pack a few loo rolls if you stay at the Radisson, as they don't replace them🙄

Spell it all out on twitter.

AskMeMore · 14/04/2023 14:34

Bloody hell I will be avoiding this chain after reading this thread.

Zonder · 14/04/2023 15:09

Did you try the Twitter link I posted @holibobs3 ? It doesn't seem to have been posted on by them for a year!

Justmuddlingalong · 14/04/2023 15:13

I'd imagine if they need chasing up for bog roll for paying guests, their twitter feed isn't a priority.

Original poster
holibobs3 · 14/04/2023 15:16

@Zonder I found their twitter page which they seem to post on daily, I also commented on their Instagram. I've received replies pretty quickly asking me for details so they can look in to it so I've just sent all the details and what happened, I will update if I get a reply

OP posts:
mondaytosunday · 14/04/2023 15:32

I've never stayed in a hotel where they didn't do the room every day! From two star up! Sure there are signs about hanging up your towel if you don't need it changed but the beds are made every day, the toilet roll topped up, the coffee/tea things cleaned etc.
they should do it daily - that's what you are paying for!

DowntownKingston · 14/04/2023 15:42

It’s lovely to walk into your room & find that it’s been cleaned, & it can be a bit of a pisser if not especially if you’ve run out of stuff. I wouldn’t care if the bed was made or not, it takes less than a minute to straighten the sheet & plump pillows. But for drinks & bog roll I usually ring reception, or go & get them myself. You pay a few quid to stay in the room, don’t expect these people to become your slaves.

AskMeMore · 14/04/2023 15:44

I do care if the bed is made. I do this every morning, the point of a hotel is not having to do housework. Otherwise I might as well book an air bnb.

Original poster
holibobs3 · 14/04/2023 15:52

@DowntownKingston you obviously haven't read my posts. I had been down to reception numerous times to ask for these things and it was ignored, they told me they would bring it to the room and it never came. Please don't accuse me of using people as slaves when you clearly haven't read my posts.

OP posts:
FedUpCoveringOthers · 14/04/2023 15:58

holibobs3 · 14/04/2023 15:52

@DowntownKingston you obviously haven't read my posts. I had been down to reception numerous times to ask for these things and it was ignored, they told me they would bring it to the room and it never came. Please don't accuse me of using people as slaves when you clearly haven't read my posts.

Expecting hotel-style basic standards in a hotel is not being demanding in any way.

Some people on MN have such a low bar as to what they expect from partners, families, paid-for services etc. It’s weird. It is not entitled behaviour to expect basic stuff like loo roll!

BarbaraofSeville · 14/04/2023 16:00

I can understand why there's reduced room service due to staff shortages, but they should be able to give guests more toilet roll and tea/coffee supplies when they ask for them.

However, I wouldn't miss and actively prefer them to not make the bed, because then it saves me the bother of unmaking it so I can actually sleep in it. The way they make beds up in hotels is ridiculous and bathrooms/towels only need doing on changeover, or perhaps every few days if the guest is staying longer than that.

Puzzledandpissedoff · 14/04/2023 16:30

I've received replies pretty quickly asking me for details

I'll bet Hmm Admittedly I loathe and detest Twitter, but there's no denying it gets things done at times like this

And yes, staff shortages may well be having an impact, but then if they're saving money by not paying so many I've yet to see that translate to lower prices ...

billy1966 · 14/04/2023 16:43

Well done OP.

Give it to them with both barrels in public.

Don't allow them to take it off air, privately.

They spoiled your stay.

If they can't get staff, they need to up their pay and conditions, not charge for a service they no longer supply and expect customers to suck it up.

PriamFarrl · 14/04/2023 17:17

I cannot believe that expecting your room to be serviced in a hotel is now deemed ‘entitled’. Yes I’m entitled to have the service I’ve paid for!

Also, my flabby white arse did the manager personally service your room. Why would they do that? They don’t have that skill set, a member of house keeping will do it better and in half the time.

PriamFarrl · 14/04/2023 17:20

Also, I don’t believe that there was no one to get you toilet roll at night. The last time I stayed at a Radisson we discovered that the room was really noisy but this was about 1 in the morning (there was a bar outside and even with the window shut it was unbearable). I went to the front desk and changed rooms. If they can manage that at 1am they can certainly open the housekeeping cupboard and get a loo roll.

FelicityFlops · 14/04/2023 17:26

I think your title was a little misleading/confusing.
A turndown is what hotels do before bedtime, so draw the curtains, turn back bedding etc.
I think you mean a room service, which is bed making, replenishing loo roll etc. providing clean towels, cleaning the room.
It is poor if the latter was not provided, especially after asking twice.

PriamFarrl · 14/04/2023 17:31

FelicityFlops · 14/04/2023 17:26

I think your title was a little misleading/confusing.
A turndown is what hotels do before bedtime, so draw the curtains, turn back bedding etc.
I think you mean a room service, which is bed making, replenishing loo roll etc. providing clean towels, cleaning the room.
It is poor if the latter was not provided, especially after asking twice.

Have you read the thread?

nomoredriving · 14/04/2023 17:33

FelicityFlops · 14/04/2023 17:26

I think your title was a little misleading/confusing.
A turndown is what hotels do before bedtime, so draw the curtains, turn back bedding etc.
I think you mean a room service, which is bed making, replenishing loo roll etc. providing clean towels, cleaning the room.
It is poor if the latter was not provided, especially after asking twice.

I think you should read OPs posts.

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