To think theres something going on here......balaericsHotel

[Trolleydolly123]

So without going into detail, trip to balearics 3 months ago, major issue at hotel where other guests accused my dad of theft (not true) due to the large group being so aggressive, hotel essentially forced my dad to pay back the money. We requeated to phone police they refused,requested CCTV but refused. We left that day as planned with a view to complaining on return.
Numerous emails sent to hotel to complain, all ignored.
Calls to hotel ignored.
Email to head office ignored.
Contacted tourist board who say get a complaint form from hotel.
Finally speak to a human at hotel who denies such form exists.

Am i being paranoid or is this a massive wall of silence/cover up?!

Any advice of how to progress?

for 100e - yes.

You’re not going to get an apology and you’re definitely not going to be remunerated by the hotel for funds you gave to another guest. It’s a shit situation but one that’ll just punish you if you keep pushing on

I found firms saying in English that they take these cases on so give it a quick search.
Perhaps say ‘contacted’ or ‘identified’ instead of appointed. You’ll want to give them some room to climb down and they might feel it’s too late if lawyers are already involved

He was a fool to pay anything.

what was the alleged evidence against him that he was a thief?

It’s a very substantial fine for not handing out the fine.

Yes he was, it wasnt someone politely asking for money though, it was 4 people literally screaming and shouting, plus hotel staff. It was like they knew that if they created a load of noise, chaos and confusion, we would just do it. And it all happened so quickly.

Thats great thank you. When i finally managed to speak to someone on the phone, they said they would email it rigjt away but didnt. I called the next day to chaee and they denied any form exists. I was teling them I know it does and I know you are lying but they maintained their stance.
Identified is a good word, thank you.

People are being quite unsympathetic, OP and her parents were essentially mugged!
Yes ideally they'd have called the police but they were in a foreign country and had just been told by the hotel staff they would spend a night in jail if they did.

The hotel handled this absolutely shockingly.

So was it your mum or your SD who was accused ? This is so weird...

I would leave a tripadvisor review detailing all this.

Absolutely, thank you for this. Mugging is exactly how it feels. Mugging but we foolishly with hindsight gave it over.

The amount of people saying why did you do it and 'call the police' despite me explaining why and that we did not call the police....

Not quite as weird as the poster who has read ALL my other threads and decided based on those entirely unrelated threads that this one must be false ('you want to find a waterpark hotel in May and hate your stepmum therefore you MUST be lying') very strange what people invest their energy in isnt it.

Thanks for your comment, nice to see that normal, decent, polite, intelligent people do still lurk around on mumsnet despite all the hyper argumentative, combative, self righteous noise.

The attitude of the hotel makes me think this has happened before. Is there a British consul or similar there -you could inform them .

Absolutely mental to carry on down this road. You've appointed a lawyer - over 100 Euros?

Honestly, I'd put the time and energy you're spending on this into assertiveness training. For anyone else who ever experiences a situation like this, if someone threatens you with the police, agree enthusiastically. Absolutely let's get the police involved. Scammrrs will not want that.

Oh it’s all a bit silly isn’t it!

still, entertaining

Am i being paranoid or is this a massive wall of silence/cover up?!

Yes it's a wall of silence because as far as they are concerned it was all resolved, you've gone home, and they have their current customers to deal with all asking about towels, and breakfasts, and checking in/out.

Oh and by law every Spanish hotel or guesthouse needs a complaints process but it's not a form it's a book called the "libro de reclamaciones". The idea is you fill it in there and then, not wait until you get home to a totally different country though.

Honestly, you just need to leave it. As you’ve seen from this thread, everyone will just assume that you’re the problem. You won’t get closure/an apology/your money back.

And all this happened 3 months ago

But that just adds to the whiff of fawlty towers

Also OP your claim is that the hotel didn't call the police - but you could have called the police. Had you called the police they would have made you aware of the complaints process at the time. You could have contacted whichever company you booked the hotel through to get their advice and didn't. You could have spoken to your travel insurer and didn't do that either. The hotel wanted the situation to go away because they did not want groups of guests screaming at each other in the lobby which is entirely understandable. They did not scam the OP. The other guests did that, if it was a scam.

If I saw I have appointed a Spanish lawyer, are they likely to see thats rubbish?

If they could get the words out for laughing so hard

Is it a chain hotel? You could contact head office and ask them to review cctv?

It took me literally 5 seconds to google the Spanish police number - 112