To Ask For Compensation - Hotel Incident?

[Mummadeze]

Not sure what to do here. Am staying two nights in a hotel with my DD who is 17 and has anxiety and OCD. She is on medication but is easily triggered, especially when hearing arguing. Last night the guests in the room opposite us were being very loud, singing, partying, playing music and smoking. We didn’t complain as we could hear it but could have slept through but the hotel management received several complaints from other guests. The manager came to talk to them, which we could hear clearly (every word) and asked them to pack it in and asked for the guests who weren’t staying in that specific room to return to their room. They were a bit argumentative but apologised and said they would tone it down etc. Anyway, some time later at 11pm ish, the noise levels were the same and the manager came back to tell them off again. We were actually asleep but it was the manager knocking on their door and the argument that ensued that disturbed us and woke us up. This time, they were drunker and abusive to the manager, swearing a lot, arguing nonsensically. My DD got in bed with me and was visibly distressed. To be honest, I didn’t like it either as it sounded like one of the men was going to be physically violent to the hotel manager and it was a bit scary. The manager went away in the end and they went quiet. Although it was unpleasant I think they decided to finally go to sleep. However, past midnight, the police arrived and knocked on the door, waking us up again and it all kicked off with arguing going on for at least 40 minutes whilst they packed up their stuff. At least one of them was arrested and they were all kicked out. Anyway, sorry for the long post but my question is should i complain or ask for some compensation even though it was the guests who were at fault and not the hotel mostly? The experience did ruin our nice night in the hotel. I also think if the police hadn’t been called, it would have been less disruptive in the end, but I do understand why they called them. I feel guilty complaining when it was a horrible experience for the poor manager, but on the other hand, maybe it is my right to given our experience was affected too?

I’d be asking for a refund or at least credit for another night if that’s something you could use

it’s not the hotel’s fault but equally it’s not yours and it’s their responsibility. They could perhaps have dealt with it sooner or more effectively by offering you a different room.

Premier inn do a good night guarantee but you have to report it. I’ve used it before and it’s excellent; and one of the reasons I always rebook. That and the bedding

It's not their fault though is it? If they were telling people to pack it in hours before 11pm they clearly weren't just idely sitting by and allowing the disruption. They tried to stop it at every turn. Even involving the police.

At no point were you or your daughter in any danger in your room. Nobody shouted at you or threatened you.

Yes it exacerbated her anxiety. But if she's that unwell then you shouldn't sleep in places where drunk strangers are so close? Get an air BNB?

Its also good human behaviour to take a box of biscuits to reception and say I'm sorry you had to deal with that last night but you handled it great. Im sorry the general public are so crappy and make the jobs of minimum wage workers even more difficult then they need to be.

Yes, there should be a tick box for them to say "yes, we're going to be noisy and argumentative until you call the police" or " no, we'll be quiet" so the hotel can be prepared
Why they don't have these standardly on the booking form, I have no idea!

I would mention it. I have done previously when a club near the hotel made it impossible to sleep, we got a partial refund. I acknowledged it wasn’t the hotels fault but they knew it was an issue and could have not allocated those rooms or improved sound proofing

Well done if that's what you do whenever you see or hear customer service staff dealing with difficult situations, but it's not really equivalent to hospitality staff making sure their guests leave feeling happy after a disturbed night.

Where have I written customer service? Or have you quoted the wrong poster

I was replying to your suggestion that it would be a good thing in these circumstances to take biscuits to reception, and assumed that you think that is a good way to respond to customer service staff (which Reception and other night staff are) when they have had a difficult time with customers. Do you do that? I would never think of it unless I was directly or indirectly involved in the incident, eg a friend of colleague of mind had behaved badly.

Possibly if it was that bad the police where involved and the staff stepped up to keep me and my child safe and sorted the situation.

It would be good for the hotel to confirm these guests name are on a hotel black list and they won't ever stay in a hotel again.
That would be good enough for me.

I would do it in those circumstances too, but I didn't feel especially grateful on OP's behalf in this situation. A drunk potentially violent man shouting in the next room is very unpleasant and disturbing, but not likely to be dangerous to other guests, and he'd quietened down by the time the police arrived.
There's no doubt they handled it well, but OP and her daughter still had a rotten night and some hotels would have offered them a little something to acknowledge that.

I wouldn't ask for compensation as the hotel handled the noisy guests and it wasn't the hotels fault the guests were noisy.
I would email the manager explaining it whole thing affected your stay but that you appreciated the staff dealt the issue.
The hotel may appreciate the feedback.
I had a similar experience ,i was only staying for one night (although it was worse as the noisy guests were knocking on my door and although not suffering anxiety i was travelling alone and it was unnerving) I emailed the manager and explained how it had affected my stay. He said he appreciated the feedback and they were looking at the idea of noise nuisance charges to deter poor behaviour. He offered me a voucher for a repeat stay and said he hoped id give them an opportunity to redeem themselves!

I've worked and stayed in a few hotels and unfortunately this type of thing can happen.

As you're still there I'd make a report to the duty manager. Go to reception and ask for them. Explain what happened, they'll be aware as during their handover this incident would have been recorded. Tell them that you didn't get a good night's sleep, you can casually/briefly mention your dds needs, explain that you are anxious of it happening during your 2nd night, you can say that you didn't open your door last night because you were scared. You can ask if they have a quieter room, most hotels have rooms, floors etc they keep families together and try keep party people together. They'll probably try to reassure you that it won't happen again. It's up to you whether to stay in the same room.

Staff and management hate these types of incidents, I'd be extremely nice, calm and say you know it's not their fault but you booked the hotel with the expectation of being able to sleep.

If they are in any way decent they'll comp one night or offer a meal. You could ask but they really should offer first.