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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

In Spain - friend issue with hotel room

179 replies

RosaMoline · 10/09/2024 08:12

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?

OP posts:
sofski91 · 10/09/2024 08:40

The replies on this are interesting. I once stayed in a hotel in Quebec City, when we got there there was no running water until later on in the evening. We got the first nights stay refunded. My uncle (who worked for the same hotel chain as a manager but in a different hotel) said that it would have been reasonable for us to have the whole stay refunded!

Beekeepingmum · 10/09/2024 08:42

People are so accepting. I would have thought the ceiling staying at least 7 ft above you was a pretty basic requirement for a hotel room - I've never been to a hotel where the ceiling didn't stay nicely where it was expected to be. It the hotel consider the norm that is definitely one for TripAdvisor.

I'd ask for a refund as they haven't provided the basic safety you would expect. It may not be their fault but they are the service provider.

NetZeroZealot · 10/09/2024 08:45

Yes, I would expect some compensation for the shock and inconvenience.
Presumably the hotel's maintenance is at fault.
But I wouldn't expect a full refund - dinner or some free drinks perhaps.
And I would be very polite and respectful in my interactions with the staff.

Pookerrod · 10/09/2024 08:48

I stayed in a luxury country house hotel for the weekend once in the UK. When I got up in the morning the room was flooded under a couple of cms of water. Overnight something had burst in the bathroom. Nothing of mine was damaged and they moved me very quickly but on checkout they didn’t charge me a penny.

Thisoldheartofmine · 10/09/2024 08:48

Those saying it wasn't the hotels fault - how do you know this ?
I think a refund of first night cost . It's a horrible thing to happen and would dent my confidence in maintenance at the property and make me nervous that other things weren't right.

commonground · 10/09/2024 08:49

IamnotSethRogan · 10/09/2024 08:28

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

Gosh me too! I am astonished at the replies here, tbh. And I would expect the hotel to offer rather than having to ask. This is kind of hilarious - and awful in equal measures.

They should absolutely refund you the first night. This seems to be a no-brainer to me. It's an easy offer and a good hotel would do this.

(It might be more difficult if it is a chain actually because there may be more management levels to jump through. You want to hope for an autonomous and intelligent manager).

Josette77 · 10/09/2024 08:51

I'm easy going but WTF? Ceiling collapses, ya I want a refund.

DoYouReally · 10/09/2024 08:52

Not understanding the responses here.

The ceiling collapsed! Imagine if the friend was in the room when it happened. I would be expecting at least a 50% refund. They are lucky they don't have hospital fees.

CucumberBagel · 10/09/2024 08:54

Doggymummar · 10/09/2024 08:14

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.

Edited

Are you actually serious?

Demonhunter · 10/09/2024 08:55

RosaMoline · 10/09/2024 08:12

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?

Depending on the type of hotel (I.e. if it's a chain) and you aren't on a package holiday, they should have a set compensation structure that would cover instances like this.

If not, it'll be down to what you can agree with management.

Anonym00se · 10/09/2024 08:57

I’ve been forced to move hotel rooms mid-stay. They gave us a complimentary glass of wine, which I was very happy with! Taking five minutes to bung your stuff back in a case isn’t worth a night’s stay, imo.

roses2 · 10/09/2024 08:58

I got an upgrade when I had an incident. Your friend could have been hurt, although wasn't.

Go to reception, ask for a new room with the same bed type and see if you can diplomatically ask about an upgrade.

ChampagneLassie · 10/09/2024 08:58

I’d expect something. Having to move rooms is massively disruptive. Suprised at so many people saying nothing. I wouldn’t say anything, I’d leave it to checkout and ask for a reduction in bill if the hotel haven’t volunteered anything.

Kitkat1523 · 10/09/2024 08:58

IamnotSethRogan · 10/09/2024 08:28

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

Completely agree….yes it could have been much worse…..but it still happened….and it a shock…I think a nights refund is fine to ask for…..and I think it’s fine for you to o this on her behalf if you happy to do it

isthismylifenow · 10/09/2024 08:59

Shit happens.

And then we move on.

MandyFriend · 10/09/2024 09:00

Simon Caulder, the travel correspondent for the Independent, has a weekly "ask me anything" session on X (Twitter) It would be interesting to know his thoughts on the subject...

ClockwiseHoneysuckle · 10/09/2024 09:02

Portfun24 · 10/09/2024 08:23

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.

How on earth can anyone say for certain that it wasn't the hotel's fault and was just unfortunate? There's a pretty good chance that it was down to poor maintenance and checking on their part. Either way, a guest has had at the very least a nasty shock and might have been hurt if she had been underneath the ceiling when it collapsed, and has had to put up with moving to another room. I'd say some compensation is certainly called for, and the cost of one night's stay is reasonable.

GRex · 10/09/2024 09:04

I'm surprised how many people think it's fine for a ceiling to fall in, and bo compensation for the shock. What kind of shitholes are you guys booking???

RollerRunner · 10/09/2024 09:06

I think the equivalent of a nights stay would be reasonable. It's not at all grabby. I'd also expect an equal or better room. I wouldn't want one with two single beds.

DataColour · 10/09/2024 09:07

I wouldn't want to sleep on a single bed on holiday when I've specifically booked a double bed....that's rubbish! So I'd definitely ask for an upgrade which includes a double bed.

NeonGiraffe · 10/09/2024 09:09

Yes, if a ceiling collapsed where, fortuitously, I wasn't standing but could have been, I'd expect some compensation! Maybe a bottle of champagne and a complimentary safety helmet for the rest of your stay.

ThePrologue · 10/09/2024 09:10

RosaMoline · 10/09/2024 08:12

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?

YABU
The room was changed immediately
She only had to repack/unpack a bag
What was inconvenient about that? Not as if she was moved to a different hotel
Sometimes these things happen. A ceiling fell in on me in an AiBnB - had to move to a different one, but hey, sometimes such things happen
Yes, a bit of a shock' but no injury
Why so greedy?

6pence · 10/09/2024 09:11

DataColour · 10/09/2024 09:07

I wouldn't want to sleep on a single bed on holiday when I've specifically booked a double bed....that's rubbish! So I'd definitely ask for an upgrade which includes a double bed.

Yes, I’d concentrate in this issue.

RockyHardPlace · 10/09/2024 09:11

@RosaMoline

I’m surprised by the general reaction on here!

No, I think the hotel ‘sold’ you a nice, safe room. The room clearly wasn’t!

I think you should be compensated, or given an upgrade. I’d point out that you specifically wanted a double bed when you booked. And yes - go together and speak up for your friend.

DappledThings · 10/09/2024 09:13

I wouldn't expect or ask for anything other than promptly being moved to a different room as has been done.

If I was offered a free meal or a partial refund or something it would be a nice gesture but not necessary.

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