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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
nomoredriving · 14/04/2023 17:37

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.

If only OP had thought of that, bloody good job you are about to advise.

If it takes a few moments to make the bed, then the hotel can manage that for the few quid (£100 a night) they charge.

It's hardly expecting them to be slaves, what a stupid comment.

YDBear · 14/04/2023 18:13

Thanks very much for your post OP. We have all learned that Radissons are shit and not to stay in them. The idea that they won’t come in to clean the room over an entire five days stay is simply outrageous. No cleaning?
I just wonder: is this some eccentric policy of the place you stayed in because of a possible lack of staff, or is it company-wide?If the latter, I would have expected a lot more complaints on MN already.
Personally I would go and grill the front desk about the policy, find out how long they have been doing this and the reasons for it. But then I was a newspaper reporter in my pre-retired life so holding people’s feet to the fire come naturally. I’d be looking to complain to the head office as well.

Kyokyo · 14/04/2023 18:36

Ah so sorry, I somehow missed that update. Absolutely terrible attitude from their Manager and I hope your get a better response from their twitter etc however you’ve managed to contact them. Your requests were in no way unreasonable and should have been so easy to fulfil. I hope things get sorted for you

Puzzledandpissedoff · 14/04/2023 18:40

In fairness, YDBear, this particular Radisson certainly sounds sh1t, but as they're franchises that's not to say they're all the same

Though franchisees are usually expected to maintain brand standards, and it certainly suggests they're not doing a very good job of monitoring them ...

Nanny0gg · 14/04/2023 18:53

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?

Nope,. Not acceptable at all

Georgyporky · 14/04/2023 19:33

That's appalling "service". However, £100 refund (20%) seems reasonable.

whynotwhatknot · 14/04/2023 20:00

Not good service and the lying about doing yur room is even worse-hope your get a beter outcome

Zonder · 14/04/2023 20:08

Georgyporky · 14/04/2023 19:33

That's appalling "service". However, £100 refund (20%) seems reasonable.

Yes I agree it would be reasonable - so long as they then go on to do the job properly for the rest of the stay.

AnnieSnap · 14/04/2023 20:16

I have never had a hotel stay where housekeeping didn’t do the room every morning, with choice given about changing the towels. I travel regularly in the UK and abroad. I’m not sure where this has become a thing. YANBU at all! I’m amazed that some posters are saying they wouldn’t expect it.

croydon15 · 14/04/2023 20:21

That's ridiculous you are paying a fair price and don't need to have to go without toilet paper, the room should be serviced every day, beds made, what the point in paying to stay in a hotel, you would have been better off hiring a small cottage etc
I would demand to see the manager and. make a formal complaint as your holiday is being ruined. You should leave a bad review when getting home

AnnieSnap · 14/04/2023 20:29

Also @holibobs3 don’t forget to put a detailed review on Tripadviser. Others need to be informed when considering a booking.

EmpeBe · 14/04/2023 20:58

So you're asking for the beds to be made not for 'turn down' which is a totally different thing? Asking for beds to be made is not unreasonable now Covid threat is lower.

ginlovingqueen · 14/04/2023 21:21

Bins, toilet roll etc os basic

Id expect that at a basic b&b

Standards have slipped. They probably don't have enough staff to keep the place running adequately

Whatafliberty · 14/04/2023 22:16

A Raddison ???. I would expect far better service than this! I think a letter of complaint is in order. They obviously need to employ more staff and people need jobs!

PriamFarrl · 14/04/2023 22:23

Puzzledandpissedoff · 14/04/2023 18:40

In fairness, YDBear, this particular Radisson certainly sounds sh1t, but as they're franchises that's not to say they're all the same

Though franchisees are usually expected to maintain brand standards, and it certainly suggests they're not doing a very good job of monitoring them ...

I had no idea they were franchises.

SpanielSprint · 14/04/2023 22:42

YANBU. I’ve never stayed in a hotel where daily housekeeping wasn’t carried out even at cheaper ones. I expect beds made, new cups, bins emptied and a quick clean around if required. It’s one of the reasons I would book a hotel over SC - so nice to come back to the room after a long day and it’s all fresh and tidy.

FYI, turn down service is a separate visit, in the evening while you are at dinner, to literally ‘turn down’ the bed clothes, leave water, get room ready for sleep etc. Only ever had this in pretty high end hotels. Could there be some confusion with reception over what you are asking for?

billy1966 · 14/04/2023 22:44

PriamFarrl · 14/04/2023 22:23

I had no idea they were franchises.

Show quote history

Neither did I.

It does however explain the mangers attitude.

He doesn't give a damn as he doesn't answer to anyone.

Good to know though, and pass on!

SpanielSprint · 14/04/2023 22:46

Sorry OP should have read the full thread before posting. I’m appalled at the customer service you have received.

Ilovecleaning · 15/04/2023 07:35

Have you spoken to the manager?

Itslookinggood · 15/04/2023 07:42

Awful. Thank you OP for posting.

I travel a lot for work and will knock Radisson off the list of potential hotels. generally I prefer the big chains becuase you know what to expect, etc, internet will be good, but this sounds unremittingly shit.

well done for complaining. Hope you get a decent response.

Qilin · 15/04/2023 07:44

Badbudgeter · 13/04/2023 20:58

I’ve worked in hotels 4-5*. Please believe me the mugs/ glasses are never changed. They are at best rinsed under the tap and dried with bc a used pillowcase. Next time you pass a housekeeping cart look for a supply of clean mugs/ glasses if you don’t believe me.

They were on the trolley of the housekeeping team at the hotel we stayed in last week, along with fresh cutlery/plates, glass water bottle refills, etc. They weren't changed daily though, only between guests or if requested. So some do change them.

Though we always boil the kettle and rinse the glasses/cups out with that water before using, just incase anyway.

ReformedWaywardTeen · 15/04/2023 08:07

I'm not even surprised it's a Radisson franchise.

We stayed in one for a family wedding and wow, would never stay again. From the word go it was a joke.

Check in was 1pm. Except we turned up for that, ready to get to the room to dress for the wedding that was in the same building, to be told room isn't ready. It didn't become ready until 4pm! Meanwhile luggage had to be left in a side room we were promised would be locked. It wasn't as I found out when I went to check on our stuff. We had to get changed in a family members tiny room so couldn't put luggage there.
The room when we got it was £180, was meant to be a family room. It wasn't. It was a small double room that they put two camp beds in for the age 4 and 2 DCs at the time. Totally unsuitable but they were fully booked.
No help taking luggage plus two small child up when it did become available. No coffee or tea making facilities. Right next to the cleaners cupboard so we got woken up at 5am by cleaners who made no effort to be quiet.
Went down for breakfast at 7am. Denied entry as our room didn't include this. Got home and found out it did include it so lost money there too.
I did complain but for nowhere with them. Would never ever use them since.

Jayne35 · 15/04/2023 10:39

I’ve worked in hotels 4-5. Please believe me the mugs/ glasses are never changed. They are at best rinsed under the tap and dried with bc a used pillowcase. Next time you pass a housekeeping cart look for a supply of clean mugs/ glasses if you don’t believe me*

I work in a 3* hotel, mugs and glasses are taken to the restaurant/kitchen and washed in the dishwasher daily so this is not always the case.

Op’s hotel sounds awful though, you get better service in a premier inn. Though to be fair I don’t like my room being made up, I prefer to have no housekeeping in.

StarlightLady · 15/04/2023 11:05

I travel regularly for work. I am delighted not to have a stranger come in my room when I'm out. It's my space.