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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this is a piss take from spa hotel?

29 replies

SherlockHolmess · 06/09/2024 19:43

Booked a night away for me and DH at a popular spa hotel - the website offered me a last minute deal when I put the dates in so I booked that.

They’ve now said that the hydro suite isn’t going to be operational on the dates we booked and - I kid you not - ‘as compensation’ and as a ‘gesture of goodwill’ they will allow us to change the date for free. Not allowed to cancel and be refunded, (because it’s a last minute deal) no discount on treatments etc.

I’m actually not that bothered about a refund/discounted treatments. It’s the bloody gall saying that changing the dates for free is compensation and a gesture of goodwill has got me going WTF!!

So…..

YABU - letting us change the date for free counts as compensation and a gesture of goodwill

YANBU - that’s the bloody least they could do and making it sound like they are doing us a favour is a bloody piss take

OP posts:
JC03745 · 06/09/2024 19:51

Maybe the hydro thing has an issue that needs draining/mechanical repair etc. Presumably something unexpected.

CelestialNexus · 06/09/2024 19:53

What else do you want?

TheLette · 06/09/2024 19:56

Just ask to cancel and for a refund if a change of dates does not suit you. Why would you be compensated if you are ok with a change of date? You would be getting like for like. I don't understand what a hydro suite is though - is that the whole spa or just part of it (e.g. like an individual sauna room)?

Earthakitt · 06/09/2024 19:57

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

Vitriolinsanity · 06/09/2024 19:58

If you booked an alternative, more expensive date then they are being very reasonable IMO.

Are you actually looking for them to discount the trip you've booked due to one thing not being available?

YeahComeOnThen · 06/09/2024 19:59

JC03745 · 06/09/2024 19:51

Maybe the hydro thing has an issue that needs draining/mechanical repair etc. Presumably something unexpected.

@JC03745

how does that prevent them offering her scfual
compensation or a full refund?

Earthakitt · 06/09/2024 20:01

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

YeahComeOnThen · 06/09/2024 20:01

CelestialNexus · 06/09/2024 19:53

What else do you want?

@CelestialNexus

full refund?

upgraded room?

free meals in the restaurant?

you know, the usuals when a hotel mucks you about.

Sparklfairy · 06/09/2024 20:01

People are missing the point. It's not a 'gesture of goodwill' to allow her to change the date for free when the services that make up part of the contract now won't be available. It's a basic statutory right!

Vitriolinsanity · 06/09/2024 20:02

I think the hydro suite is where you lounge around the pool in your (IME not really very nice robe) between treatments.

OP it could be worse. I still have flashbacks to the lovely spa trip to the Sanctuary when I was 8 months pregnant. I lumbered into one of those wooden ergo beds and couldn't get back out. There was a moment there I thought I'd be having DS in the hydro room if no one came to my aid.

YeahComeOnThen · 06/09/2024 20:02

TheLette · 06/09/2024 19:56

Just ask to cancel and for a refund if a change of dates does not suit you. Why would you be compensated if you are ok with a change of date? You would be getting like for like. I don't understand what a hydro suite is though - is that the whole spa or just part of it (e.g. like an individual sauna room)?

@TheLette

she said in her post they refused a refund!

TheFifthTellytubby · 06/09/2024 20:15

Hmm - not a lawyer but it sounds like they are on dodgy ground here. The hydro suite at our local spa is quite a big part of the experience. A similar facility was presumably promised when the OP made the booking, and its non-availability would constitute a substantial change in the contract. They should be offering the OP the opportunity to rebook free of charge OR a full refund, IMHO.

StormingNorman · 06/09/2024 20:35

Not everyone who stays at a spa hotel is there for the spa. The facilities you want are out of use and they’ve offered to let you change your booking. Change the dates and move on. It’s not worth the headspace.

NigelHarmansNewWife · 06/09/2024 20:36

JC03745 · 06/09/2024 19:51

Maybe the hydro thing has an issue that needs draining/mechanical repair etc. Presumably something unexpected.

How does that make the approach justified?

Blogswife · 06/09/2024 21:01

They can’t deliver what you booked so I think legally they should offer you a full refund .
If you don’t want to do this or to change the date then you could ask for a discount on what you’ve already paid
YANBU - offering a change of date is the least they can do & shouldn’t be dressed up as a gesture of goodwill

LongTimeReading · 06/09/2024 21:10

‘as compensation’ and as a ‘gesture of goodwill’

Well if it's a last-minute deal and the dates they are prepared to offer are more expensive, then what is it if not ‘compensation’ and as a ‘gesture of goodwill’? They are also giving plenty of notice.

This said, I think it's tight of them not to be allowing a refund when it is they who are not able to offer the full range of services purchased.

However, I am biased, having been told by a store manager at Comet (I'm going back a bit) after THEY had sold me the wrong dishwasher which I had been and collected, and then refused to knock off the £10 difference between the one I had paid for and the one I should have had, that I was "welcome" to bring back the dishwasher for a full refund. I'm still mad about that. It's been over 22 years now...

Original poster
SherlockHolmess · 06/09/2024 21:12

To be clear - I’m happy to just change the date and not really that bothered about not being offered anything else (although some discounted treatments would have been very welcomed!)

It’s just the way that they are acting like they are doing me a favour and offering great customer service by not charging me to change the date! It just really irritated me. I’ve felt over the last couple of years that customer service is going really downhill and often businesses act like they are doing you a favour by providing a service. There was an arrogance to it when I was talking to the woman on the phone (I’m not blaming her either I know she’s saying what she’s been told to say).

OP posts:
LongTimeReading · 06/09/2024 21:15

SherlockHolmess · 06/09/2024 21:12

To be clear - I’m happy to just change the date and not really that bothered about not being offered anything else (although some discounted treatments would have been very welcomed!)

It’s just the way that they are acting like they are doing me a favour and offering great customer service by not charging me to change the date! It just really irritated me. I’ve felt over the last couple of years that customer service is going really downhill and often businesses act like they are doing you a favour by providing a service. There was an arrogance to it when I was talking to the woman on the phone (I’m not blaming her either I know she’s saying what she’s been told to say).

Well just do what I did with my dishwasher - take what's on offer and carry the grudge for the next 22 years.

Londonrach1 · 06/09/2024 21:16

Id ask for refund as they can't offer what you booked. Go elsewhere

daisychain01 · 06/09/2024 21:28

Respond in writing to them that under the UK Consumer Rights Act (2015), they would be in breach of the contract between you as the Consumer and them as the Service Provider, if they don't offer you a full refund, which is called "compensation" under said Act, given that they describe themselves as a "Spa Hotel" yet cannot offer you their service and facilities with reasonable care and skill.

It doesn't matter which words they use, that isn't relevant. They need to give you a refund, or if you want, a rebooking so you can come to the hotel at a future time when their expected services are available.

Beekeepingmum · 06/09/2024 21:41

Is hydro suite "posh speak" for pool?

Branleuse · 06/09/2024 21:48

I think that because you got a last minute deal, they are allowing you to change the dates for free, as in the same price as your good last minute deal?

TheFifthTellytubby · 06/09/2024 23:19

Beekeepingmum · 06/09/2024 21:41

Is hydro suite "posh speak" for pool?

More likely a large hot tub with water jets etc. possibly surrounded by a suite of saunas of various types and experience showers. There may well be a separate swimming pool with relaxation areas not affected by the closure.

SparePantsAndLego · 06/09/2024 23:29

LongTimeReading · 06/09/2024 21:15

Well just do what I did with my dishwasher - take what's on offer and carry the grudge for the next 22 years.

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😂🤣

MonsteraMama · 06/09/2024 23:35

You: I'm not bothered

Also you: This thread

Which is it Vicky?

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