In Spain - friend issue with hotel room

[RosaMoline]

Morning lovelies
we’re day 3 on our holidays.
On the morning after our first night, my friend was making a cup of tea in her room, and the ceiling collapsed by the bathroom, leaving a large puddle of water on the floor. She was shaken but uninjured.
So yesterday, she had to repack her case and they moved her to another room (of the same standard)
My friend doesn’t articulate herself very well, and gets very anxious, so I’m her official spokesperson, so to speak.
The manager wasn’t available yesterday, but today he’s back - we’ve yet to speak to him, but what do you think is fair to ask for due to the inconvenience and disruption? I was thinking a refund of the first night’s stay (about £160)
AIBU?

No. I don't how could they have prevented it? She has a new room now. Maybe a massage or bottle of wine with dinner, but a refund, no that's too much.

Did any of her belongings get damaged?

I think the situation has been resolved.

Free meal or drink voucher? Not much more tbh. They resolved it and presumably apologised? Nothing got broken.

I wouldn't ask for or expect any sort of compensation. The hotel have resolved the problem.

No, none of her belongings got damaged.
We’re not complainers, very easygoing, but just wondered if it would be acceptable to ask for something?

If your friend thinks she deserves compensation, she needs to ask for it herself.

Yep, they moved her quickly to a new room of a similar standard. That is good service. A free drink or bottle of wine would be a nice gesture but not required.

They’ve sorted it. Enjoy the rest of your holiday.

I wouldn't ask for anything, it wasn't their fault and was just unfortunate. She's been moved to a new room. Different if she'd been injured or her stuff damaged in anyway. They've enough to deal with now getting the ceiling fixed and being a room down.

No it’s resolved. Be nice to them and they might give you some money or wine but if you act entitled they prob won’t. It’s a great travel story so leave it and enjoy your trip

Tbh I don’t think this is particularly “good” service - it’s the minimum expected! I would expect some kind of compensation without having to ask (refund on first night, a massage, bottle of wine etc).. you don’t go on holiday and expect the ceiling to fall in and then to have to re-pack bags and move all your stuff. I would find it a massive inconvenience and it would take me time to get back into the holiday.

I don’t think it’s inappropriate to expect the hotel to make a gesture. Due to a boiler malfunctions we were without hot water early one morning in our London hotel. It was swiftly sorted but they still wrote off our restaurant and bar bill for the previous evening.

A full nights refund? That’s a bit grabby and over the top. They resolved the issues and she has a new room.

This is why I asked. I thought it wasn’t BU to ask for something, but your replies have given me food for thought. 😀
This is a Spanish chain hotel, not an independent, do that’s why I thought of asking. As in refunding one night’s stay wouldn’t affect them to be honest! This is also a medium to large sized hotel, so I would doubt being a ‘room down’ makes a significant difference too.

I'm not at all a complainer but I would be expecting something if a ceiling crashed in on me!

We had this - I didn't ask for anything but they gave us a bottle of champagne some fancy chocolates and laundered/dry cleaned anything that got wet.

I had reported a minor leak with drips in the ceiling - they sent someone to fix it. There was then a massive deluge during the 'fixing' and the ceiling came down!

It was a nice hotel!

Interesting to see the different perspectives. I would absolutely ask for a refund if my hotel room ceiling collapsed.

It would have been thoughtful and fair to have upgraded her room. You'd think for the sake of the trip advisor review that would do something to redress the balance!

I think they should have upgraded her room at least. She could have been injured.

Also, the original room she had was a double bed (we’re used to sleeping in double beds back home, so specifically requested) her new room has 2 singles, so you could argue it isn’t the same standard I guess.

No you don't expect the ceiling to fall on while you are holiday, but expect the hotel didn't either. Hotels are not magically immune from leaks and repair issues.

I would consider being relocated to a similar room promptly to be the end of the matter.

We will speak to the manager this morning and will let you know if anything’s offered!

I would expect something for her, a change of room is the bare minimum. Just say she's a little anxious and upset, is there some compensation to help her, but let the manager choose what's easiest (probably will comp one or more meals).

I'm sure he will already be aware of the issue, so i'm curious as to what you want to speak to him about. Unless you're planning on thanking the staff for how quickly they resolved the issue?