Currently away for the weekend, is this acceptable?

[DBD1975]

Would appreciate views on whether or not I am being unreasonable in thinking en-suite facilities are not acceptable.

We have paid £440 for a weekend break in the UK. I am not happy and asked to move rooms but was told not possible as fully booked.

Don't know if I am being unreasonable and others would find this shower room acceptable or I am not being unreasonable and it is not what others would expect.

@Molecule the OP slightly backtracked in a later post and said her DH was probably told it was an accessible room but he would have assumed that meant accessible for their dog. Whereas I would assume most people would have at least asked what that meant

My husband wouldn’t ‘recall’ this sort of information either as he wouldn’t have been listening……..doesn’t mean they didn’t tell him though……..just saying

YANBU. I would also be disappointed. Not worth a fuss for a cheap room though.

It looks like hospital wetroom rather than a nice hotel. Very bare and basic. Why don't hotels make accessible bathrooms a bit more glamorous, instead of dull? My disabled relative complains they're always plain utility style, no nice wallpaper or decoration.

Except they were told, and by her husbands own admission he didn’t understand what that meant.

sorry, but they don’t have any right to compensation ( and I say that as someone who was a reception supervisor for a year and had to deal with this kind of thing).

‘Accessible’ is a bit of an industry term isn’t it? The husband probably thought it meant accessible to the outside- for the dog. Booking teams should be more explicit if it’s done by phone. Make it clear it’s for disabled people- grab rails, wet room, no bath.

I’ve voted YBU because there’s nothing obviously wrong with a clean functional bathroom, but if you were promised a bath tub then you might have a reason to complain because obviously having a bath is not possible

When did I state:
My husband was definitely told it was an accessible room?
If my husband was told it would have been in the context of taking our dog and accessible to us would mean access to the hotel grounds
When we have stayed in other hotels which are dog friendly we have either been given rooms with direct garden access or on the ground floor, never have they included a disabled bathroom.
If an accessible bathroom had been mentioned my husband would have picked up on this as he knows I would not want to stay in a hotel with a disabled shower room.
The crux of the matter is, yes I would have liked a bath but this was not a showstopper in terms of the room. A walk in shower with a screen would have been fine, my issue is, in my opinion the shower room was just horrible.
I have no experience of accessible shower rooms so I have nothing to compare it with. If this the standard disabled people have to put up with then for me it would be unacceptable. However that is a separate thread for someone who has experience and wants to post about disabled bathrooms.
I don't know why people think I should count myself lucky not to need a disabled bathroom and count myself fortunate to be given one, the issue for me is the room was grim. I know I am fortunate but I do have my own health issues.

Have you given them a deadline for response? If they don't reply to your contact within a fortnight, I would send them a letter before action stating that the facilities provided were not those advertised, and claiming a percentage refund. Remember to put a deadline for response, and then use MCOL if they continue their no contact ploy.

Maybe hotel receptionists need to learn about customer service and not treat paying customers as an inconvenience.

You said earlier he was told it would be an accessible room but he thought that meant accessible for your dog. If he was told, saying he thought it meant accessible for a dog is silly.

I’d have been ridiculously disappointed if I was given that bathroom instead of the ones advertised.. when we go away for the weekend I ALWAYS end up having a good soak in the tub with a glass of wine, sometimes we squeeze the 2 of us in there and drink and laugh and relax - it’s part of the whole experience. Don’t listen to anyone who thinks you’re overreacting because you were looking forward to something and it turned out disappointing, I’m fairly sure if the tables were actually turned that they’d think differently.

have you heard anything back? How did you pay? Visa have a great complaints department for things that are sold not as advertised if you have no luck with the hotel itself.

By your own admission, your husband was told it was an accessible room. Everyone knows what that means, except apparently him (despite allegedly staying in hotels regularly). This is not the hotels fault.

and despite what you seem to think, the customer is not always right. One of the reasons I left was entitled customers like you, who are in the wrong but make out like it’s the hotels problem to fix.

They don’t have a leg to stand on ( no pun intended). They were told when booking it was an accessible room.

If it's the hotel posted above, just be grateful you didn't get the room with the camera and tripod next to the bed. Not sure I'd want to get in that bath 😅

Sorry you were disappointed, OP.

To be honest if told it was an accessible room, until this thread my mind wouldn't have gone to the bathroom. I would have thought, as I've posted already, that it would be ground floor, maybe bigger to accommodate a wheelchair, and some grabrails like you see in public toilets, but I wouldn't necessarily immediately think of the bathroom being completely different. I bet lots of people wouldn't, if they've never stayed in one. It's easy when you know the implications of a word to assume everyone will, but as MN constantly proves, that isn't the case.

You said your husband was told it was an accessible room and “Assumed that meant the dog”. That’s ridiculous - accessible rooms only mean one thing, and that’s an accessible bathroom. If he’s unsure, he needs to use his words and ask.

It’s a term often used when booking rooms online - it often asks if you need to book an accessible room, and often has a little wheelchair symbol.

But it is an industry term as @Icebreakhell says. Someone who has never stayed in one won’t necessarily have any idea what it’s code for, other than suitable for a wheelchair user. If you don’t have mobility needs or know someone who does you have probably never given any thought to the adaptations required and therefore how an accessible room might be different.

When did you say it?

Your post at 05/10/2025 14:31

We booked to take our dog with us and I think my husband was probably told it was an 'accessible' room but he would have taken that to mean it was 'accessible' in terms of taking the dog out, not an 'accessible' bathroom.

Why anyone would think "accessible" means "can take the dog out" is odd.

It's far more than an industry term. It's common usage.

Accessible is a well understood term of course (accessible for the dog is definitely an unusual reading I would say) but saying that accessible room immediately universally means accessible bathroom to everyone is expecting a lot more understanding of the needs of some disabled people than many people have.

Maybe customers need to learn what accessible means and not stupidly assume it means it's accessible for a dog

OP’s husband spoke to the hotel, and no doubt was discussing bringing the dog. So in that situation could easily have assumed that accessible meant for someone with a dog. And even if it didn’t it’s no excuse for a piss poor bathroom which is what they’ve ended up with.

Thanks so much for pointing out our stupidity of course everyone knows exactly what this means. We are obviously of limited interlect and bow to your superior knowledge! 🙄😂

Thank you, very much appreciated.