Fall at hotel

[Flixybelle]

We recently stayed at a large budget chain hotel, when we arrived the lift was out of service (no problem as we were only on the 2nd floor) When we were checking out lift still broken, walked down the stairs that had been mopped (cleaner on the next landing) DH slipped off the top step and fell down a full flight of stairs.
Really hurt his back and arm (no broken bones thankfully but big bruises on his back GP gave him painkillers) However it ruined the event that we had travelled to as a present for my ds 18th as he was in so much pain we had to leave early and the 5 hour drive home was a nightmare (had to stop loads so he could stand.) He is still in pain but thankfully off work anyway so he can rest.

The staff at the hotel were awful, despite the cleaner witnessing the fall, no one offered any help, no 1st aid, no directions to nearest medical centre even when I asked. The maintance manager came up the stairs to see us (husband still on the floor) didn't ask if he was ok or offer any help told us it was our fault for carrying the bag in the way we were! Then proceeded to tell me several times that the floor wasn't wet and there was a sign up. The cleaner told him that the stairs were wet but not soaking and DH had slipped due to them being wet. He then said it wouldn't have happened if the lift was working.

Went downstairs to reception with mantiance manager still telling me it was our own fault. He was so rude and I was very angry (not that I showed it) but I did argue back that the floor was slippy and that just before check out time with no lift working was not the best time to mop stairs. He kept saying well they weren't wet when I got there and thats what I will be reporting.

No hotel manager avaliable to talk to us, they didn't record it in an accident book, again still no offer of 1st aid they just asked us to check out didn't apologise or o check we were ok to get home etc. I wrote my details down with a brief account of what happened including that we were not offered 1st aid and asked the manager to contact me which they haven't.

What should I do I am really angry at the way we were treated and that our trip was ruined.

I would write to the manager complaining and send it recorded. If they didn't respond and it's a chain I'd contact head office.

You won't get a pay out from
This though I'm afraid. He didn't hurt himself enough and if there's a wet
Floor sign there unfortunately that is legally binding

Did you take any photos? Was there a sign? If so you proceed at own risk. It should have been recorded in the accident book though. If you were checking out what did you miss out on? If no joy from the hotel manager contact the chain head office.

No, I didn't take any pictures it was an accident I know that it was just how awful the staff treated us. We had stayed over to go to an event the next day 10 minutes from the hotel which was an all day event we ended up leaving at 1pm instead of staying for the whole day as DH was in pain and couldn't keep walking or sit still for long.

I'd go straight to head office with a written complaint. Whilst not to excuse the lack of care from staff, a lot of the budget hotel chains have a high staff turnover and are staffed by people on zero hours contracts with minimal training - hence staff who don't know the procedures to follow or where the accident book is etc. Head office will be able to handle your complaint and give you a decent response after investigating with the hotel.

You need to be clear about what your objective is and set out the outcome you're looking for. Do you want them to ensure staff are better trained and handle similar situations better next time? Do you want them to review their procedures? Do you want them to take some responsibility for the fall and compensate you?

If the latter then what do you mean by "Then proceeded to tell me several times that the floor wasn't wet and there was a sign up. The cleaner told him that the stairs were wet but not soaking and DH had slipped due to them being wet"

Do you mean that the cleaner told you the stairs were wet and there was a sign up but the stairs were wetter than your DH was anticipating; or that there was no sign but the cleaner insisted there was? The latter is obviously a health and safety breach; if the former then they aren't really at fault beyond reviewing whether check-out time is the best time to mop.

Irrespective of whether there is a claim to be had, an incident form should have been completed. A fall down a full flight of stairs would have triggered a RIDDOR which has much more stringent reporting rules than a bog standard trip or fall.

You need to speak to the hotel manager, and if that is not succesful, the area manager or health and safety manager for the brand.

Did your dh go to hospital or gp to get checked over?

Just to clarify a few points DH went to the GP the next day to get some stronger painkillers as he was/is still in pain.

There was a sign by the door a yellow plastic one on the landing so we knew the floor had been mopped but not sure what else we could have done as it was the only way out of the hotel and they didn't look very wet.
The maintenance manager came upstairs I thought to help us but he just looked at the stairs and then told us they weren't wet repeatedly. Despite the cleaner who had mopped them agreeing that they were wet.

In all honesty I don't know what I want. I am cross as it ruined DS 18th birthday treat and because the staff were just so rude, I appreciate they may be new but firstly surely there should be someone there who knows what to do and secondly they weren't young staff and I was only expecting a little bit of concern/compassion for someone who was injured.