I can’t believe I’m typing this- it gets weird.
We’re visiting the UK from another country and staying in a 4-star hotel in central London for seven nights. Just me and my husband (both in our 40s), we’ve prepaid for our stay.
When we arrived to Room A, we realised we were looking right on to Thames Water building works so there was noise but we knew we’d be out and about all day so not overly bothered. However, after our first night, we were subjected to hammering and drilling and general building noise in the room next door to us. It was so bad that our wardrobes were vibrating. This was at 10am on a Sunday morning and we were going out for the day so figured we’d see if it was a once-off.
Morning two and the noise was worse and started at 8am. I was hoping it would be short-lived but after showering etc I walked into the hallway and it looks like a lot of rooms were having work done as room doors were open, there were debris bins outside and builders coming and going. The noise was unreal.
So I went to reception, explained the issue and was told they’d move us but didn’t have a room until other guests checked out so we were to pack our luggage and they’d move it all, and we could collect keys when we return.
We were perfectly happy with that, packed our bags and left the hotel (together) for the day a bit before 10am, collecting keys to Room B that night when we returned to the hotel after 11pm (perfectly sober! Before anyone asks). As promised, our luggage had been moved for us and the room was of the same category as A but without all the noise issues.
That was Monday.
This morning (Wednesday), we were having a late morning when our room phone rang and the General Manager asked if he could come up to speak to us.
On arrival, my husband met him at the door. I was sitting in the room (had assumed he’d come in but they started the conversation at the door).
He referenced that we’d asked for a move and asked if there was an issue with Room A. Husband reiterated that room was fine but noise was an issue, especially from the works within the hotel.
GM then goes on to say that housekeeping have reported an issue with Room A and did we know anything about it? Apparently, when housekeeping attended the room this morning (Wednesday- we had left it Monday morning) they found that someone had urinated heavily all over the bed, floor, and bathroom, soaking the quilt and mattress.
At this stage, I moved from where I was inside the room and asked the GM to step inside because this is a conversation I really didn’t want to have overheard. It’s a busy hotel and people were walking past.
At the risk of sounding like I’m protesting too much- I can categorically say that we did not do this. Just to be clear. We’re perfectly normal people who don’t go around pissing on carpets. There was no urine anywhere when we left the room on Monday morning, and we didn’t step foot in to it after that.
The GM had a notebook and said he needed to investigate the matter. I said fine and went through the timelines with him of our move on Monday. I think both my husband and I appeared quite shocked because we genuinely hadn’t expected this.
I asked if the urine had been present when the person who was moving our bags from Room A to B had been in, but he couldn’t tell me (so I’m assuming not as surely they’d have noticed?)
My husband and I were very factual- we’re sorry that hotel staff had to deal with this but we were not involved. At this stage, the GM changed tack and said he was more concerned from a wellbeing perspective and wanted to make sure that the person who did this didn’t have some kind of a medical issue that meant they required additional supports. We assured him that we do not have any medical issues.
He thanked us and left.
I’m feeling very uneasy. I’m so uncomfortable with the inference that we did this. We’re staying for another three nights and have pre-paid (over £2k) and the hassle and expense of finding a new hotel now would be a nightmare.
I get that the GM has to investigate issues like this, but I think coming to us without any clear timelines and not being able to answer the questions we had put us in a position almost like we’re having to prove we didn’t do this.
To be honest, this has really put a dampener on our trip. Walking through reception earlier, I felt embarrassed and that staff were looking at us. Probably an element of paranoia but it’s genuinely how I felt.
We’ve stayed in this hotel a number of times over the years and have never had any problems.
I’d love to know people’s thoughts on this one, especially if they’ve worked in hotels. I’m hoping this is the end of the matter but I’m wondering what a fair response would be if he comes to speak to us again?