To think the hotel were out of order with valentines stay/room?

[Hotelhorror]

I had a night away booked with my boyfriend on Saturday (the first time we had stayed overnight with each other).

It was a modern hotel with a glass window to the bathroom which was supposed to turn opaque when a button was selected. It was apparent this wasn’t working.

We went downstairs to reception to ask for it to be fixed, receptionist said they’d send someone to take a look. Maintenance man came up and said it was a common issue but he didn’t have the part needed (and wouldn’t have it until midweek) so he accompanied us back to reception again saying they’d give us another room.

The receptionist said there was no alternative rooms available as the hotel was full due to valentines and when this happens, couples have ‘seen it all before so just laugh about it’ and enjoy their stay.

I said this wasn’t acceptable and asked for the manager - who did appear from the back office but basically doubled down and said there was nothing they could do. She did offer us a voucher for a drink each in the bar (really!!) as a ‘goodwill gesture’.

As we had traveled some distance we decided to stay, and used the communal loos in the reception area whenever there was a need (luckily there was no need to in the night).

I found them thoroughly dismissive and am awaiting a response to my formal complaint to head office.

AIBU to find these customer service standards appalling?

Image attached of what I mean (this isn’t mine but from another review of same hotel of people unhappy with the set up)

Leave a scathing review on TripAdvisor

There is nothing prudish about it, yours and others relationships are exactly that and not something the receptionist should be commenting on. Whether others laugh it off is totally irrelevant, I really don't know what goes through the heads of these designers who think this is a good idea. Surely its easy enough to make a bathroom private. I am always so careful now when booking hotels as this seems to be more common. If you don't want to do the back and forth with the hotel at least leave them a scathing review.

The hotel and head office's idea of customer service is well off the mark and I'd tell them this. Also tell them you will leave a full and factual review everywhere you can.

It might be budget by the standards of your average six figure earning Mumsnetter, but I can assure you there was nothing budget about the price.

"They said the first colleague I spoke with attempted to inject some light hearted humour and had not anticipated I wouldn’t appreciate this."

Very poor attitude from them - the receptionist is not your pal and "light hearted humour" is not an appropriate response.
The room should have been checked before you occupied it and they should have been able to make sure everything was ok. At the very least they should have handled the situation more professionally and offered a sincere apology / worked with you to find the best solution in the circumstances.
Maybe it's no surprise if whatever training the receptionist may have had was from "management" like that.

Leave a review explaining their attitude - I think that will put people off.
(I tend to stay at Premier Inn myself - no unpleasant surprises as some others have said!)

I’ve been married over 20 years and I would expect a significant refund in this situation. They should have a backup plan like a portable screen available or something if they insist on installing these stupid windows.

I've been married 20 years and I wouldn't like this AT ALL. I like my privacy tbh. I would have showered and had a wee but would have done the same as you and used the reception toilets if needed ... What a weird set up - I would not book there

I stayed at village hotel in Bristol but was on my own for work. I did a video call to DH and he said how the bathroom window would be my idea of hell 😆😆 I loved it on my own though. If the set up is like where I was there wouldn’t have been much in the way of outsiders seeing in because of the industrial park opposite, (that glass was frosted too)

YANBU

they could have at least taped it over with bin liners rather than laugh and make patronising comments.

Clearly their imagination is limited to shite design and not at all to practicalities

Their response is awful OP. So demeaning.

regardless of price - if they have a silly screen that doesn’t work then they need to offer a solution.

I find it all very patronising. Probably the same people laughing at the “budget” hotel. Disgusting.

I’ve been married forty years and husband was with me during birth of my three kids and I would not find that acceptable at all. Who wants to see someone else sitting on the toilet , even worse a bout of the runs etc. I’d give them a really bad review everywhere I could

Well, I, for one, thank you. I have just cancelled a 3 night booking because you raised this issue. 👏👏

I’ve been with my husband 40 years, and we would both hate it. I would demand a refund and I’d want to know who on earth designs such ridiculous hotel rooms.

Omg I would have died of embarrassment if I’d had to put up with that with a new boyfriend. I think it’s completely unacceptable having a loo with no privacy from the living area. YADNBU

Could you complain to Trading Standards about this?

Name and shame them OP. Their responses were disgraceful.

What hotel chain is it?

I agree, frankly I'm shocked at some of the comments on here. 😐
It's like a race to the bottom, no pun intended.

A village hotel is not a budget hotel. And even if it were a budget hotel I'd still want privacy in the bathroom

I'd be FUMING at that response @Hotelhorror

Please don't let it drop, you've been given some good advice since your last update. I'd be going back to them regarding their unprofessional response.

I'd also report them to Trading Standards, and write scathing reviews online.

How dare they make such a comment about your "acquaintance". Utter cheeky bastards.

I'm sorry that you do not feel comfortable enough with your own partner.

I feel very comfortable with my husband. I don’t want to shit in front of him and I don’t want him to shit in front of me.

It's a terrible response. You could quote that response in your review.

And then go onto their corporate website & find a named person in charge of Customer Relations, and cc your email to the CEO.

Completely ridiculous overreaction. I would not use it to poo personally light or not.

That's really poor. I don't suppose they advertised the en suite any more than they advertised the bed, but you just assume there will be one, and that it will have pillows, sheets and a duvet on it.

Fwiw I would have hated that situation.