£1670 for exploding shower door at pool- please help

[Showerexplosion]

My children attended a hotel swimming pool with my mum where they all have membership. A few weeks ago a shower door exploded while they were in the changing rooms. My mother maintains that my children did not touch the door and that it simply exploded.

Neither of my children were hit by the broken glass despite both being in only swimming costumes.

Today she received an email stating:

At approximately 16:10, the glass shower door in the ladies’ changing room was found shattered. Photographic evidence is attached. You reported the damage to Reception at that time, but no explanation was provided. Given the seriousness of the situation and the safety risks posed to other guests, we immediately initiated a full and detailed investigation.

As part of this investigation, we commissioned an independent professional specialising in glass safety and installation to assess the damaged door. Their expert conclusion was clear: the door did not fail due to a defect or spontaneous breakage. The shattering was consistent with improper handling or misuse, and not with normal or appropriate use of the facility.

We also reviewed our CCTV footage covering the Spa and Wellness area. The footage confirms that only yourself, xxxxxx and xxxxxx were present in the changing facilities during the time the damage occurred. No other individuals entered the area before or during the incident. This evidence, combined with the professional assessment, leaves no doubt that the door was broken due to inappropriate use while your grandsons were in the changing room.

The cost of replacing the door is £1,674.00. A detailed breakdown of the replacement cost is attached for your review and we request that you notify your insurers of this cost as we are seeking reimbursement of the replacement of this shower door caused by your actions.

In addition, due to the seriousness of the incident, the safety implications, and the behaviour that led to the damage, we have taken the decision to cancel both xxxxx and xxxxx memberships with immediate effect.

Are we liable for this cost? Are we entitled to a refund for the cancelled memberships - we have only used one month of a 3 month membership for both of them.

I include the pictures they sent me. Any help with how to respond greatly appreciated.

Just to add: I think they must be going on the offensive as a form of defence because they know they are culpable.

How exactly do they think 2 small children with nothing on their person, dressed in swimming costumes, shattered a safety glass door with getting a single cut?

Glass can explode, often due to extremes of temperature. If the room was very cold and the water very hot, for example. That's why you never use hot water to defrost your car windows.

They could see you in court for that one.

Different scenario but the back windscreen of my car once shattered for no apparent reason while driving. Gave me the fright of my life

I would go back hard, telling them a simple Google search would tell them that this is something that can happen, especially in situations with varying heat, and especially with poor installation. That you will be reporting this event to the health and safety executive so that if it happens again they know you have had warning of it, and that they should be grateful neither of your children were close to the door when it exploded, or you would be seeking damages. That you explained what happened promptly and you don’t appreciate being called a liar. And that if they persist with their spurious claim, you will take your story to the local press.

I would contact the CEO of the Crowne Plaza and ask him what he thinks and if he thinks disabled people should be able to use his facilities ? and maybe he needs advising on getting his own insurance . and I would like to see any/all video of my children in there changing rooms/showers hopefully one of the tabloids does pick up thiis story

I’d ask for CCTV footage? Assuming they don’t have your children captured breaking it, I would get a solicitor to send them a letter, suggesting that they offer a settlement for what was clearly a very dangerous installation that was negligent on their part, your children could have been seriously injured.

Ask to see the scientific report to pass to your solicitors.....who are considering a case for disability discrimination.

Two glass panels in our porch shattered out of the blue with no one near, a few years apart. I wondered if it was down to expansion because it was in the summer and the area got really hot.

I'm really suprised they are taking this stance given someone - especially children - could have been badly injured. Seems a terrible idea PR wise and for what won't be a huge amount of money for them.

Wow how outrageous. This stinks to me of them being heavy handed because they’re actually panicking because they’re at risk. Legally you have NO duty to pay this. CCTV evidence that you were present doesn’t prove you broke it, that’s a joke and isn’t legally decisive, moreover it’s well known glass like this can spontaneously shatter (happened to my friends patio doors). Suggest you reply with the below. Don’t notify your insurers yet because it might impact your premium and their response will determine whether they are being serious or not. I am / was a lawyer but this isn’t my field but the below may well shut them up / realise you aren’t going to be a pushover.

Dear X

Confirming receipt of your email and we note the steps you say you have taken following the incident on [date].

We are, of course, relieved that no one was injured, given the potentially serious nature of the incident. It was frightening to witness.

However, we do not accept liability for the damage to the shower door.

As you will be aware, glass can in certain circumstances fail suddenly and without impact due to inherent defects or prior stress, and we do not accept the assertion that misuse has been established. While you state that your commissioned expert considers the damage “consistent with improper handling”, this does not amount to proof that such handling occurred, nor does it exclude other well-recognised causes of failure.

For the avoidance of doubt, neither child was seen to strike, force, or misuse the door, and no explanation was apparent at the time the shattering occurred. There is no evidence that it was our misuse rather than a prior members use either or indeed cumulative misuse over time.

Before we are able to consider your position further, please provide:

• a copy of the full independent expert report (not just conclusions)
• details of the expert’s qualifications and instructions
• evidence relied upon to exclude spontaneous failure (including consideration of nickel sulphide inclusion or thermal stress)
• the installation date, maintenance history, and inspection records for the door
• confirmation of whether there have been any prior incidents involving glass failure on the premises

Once we receive your response we will be able to appropriately notify our insurers of the correspondence, without any admission of liability.

Separately, we do not accept that immediate cancellation of the memberships without refund is justified in the circumstances. Please set out the contractual basis on which you consider yourselves entitled to retain payment for unused membership periods.

We will respond substantively once the above information has been provided.

Yours sincerely

[Ms/Mrs Not Afraid of Bullies & Smarter Than You Bargained For]

As others have suggested, Crowne Plaza operate a franchise system so this is highly likely to be a rogue operator rather than corporate policy. Informing IHG management is likely to put significant pressure on the local owners. Question the validity of the report. Reiterate that your children are in no way culpable and are in fact traumatised by the incident. Finally demand to see their cctv footage and ask why your children were videoed in a changing area. Of the many disturbing aspects, this is perhaps the most troubling.
Go on the offensive and demand an apology. Involve your local council’s H&S inspectors by making a formal complaint if need be.

Love this one @Showerexplosion

Wow ok I’ve just seen you fear this is actually a stitch up due to your DS’s autism, I’m so sorry. I would keep that in your pocket for now depending on what they reply with - that’s your reserve ammunition (sorry to have to think of it in that way even). See what they come back with and then respond with this, so effectively a double request on them to produce evidence which will make them realise 1) you aren’t going to roll over easily and 2) this is going to escalate and potentially backfire.

Dear X

Confirming receipt of your response which we are reviewing and will respond in due course.

In the meantime, we remain concerned by the decision to cancel the memberships in circumstances where liability for the incident is disputed and no finding of misuse has been established.

Of particular concern is that one of our children is autistic. Autism is a disability within the meaning of the Equality Act 2010, and any behaviours arising from their condition are non-dangerous and foreseeable. As a service provider, you will be aware of your obligations not to treat a disabled person unfavourably because of something arising in consequence of their disability, and to ensure that decisions are not taken without due regard to those obligations. We are very concerned that our son’s repetitive sounds may have been a factor in this disproportionate response of cancelling our membership and without refund.

In light of this, we would be grateful if you could clarify:

• the specific basis on which the decision to cancel the memberships was made
• what consideration was given to disability-related factors
• whether any reasonable adjustments were considered prior to cancellation

We will then provide this to our insurers and take legal advice.

We are keen to resolve this matter constructively, but cannot agree to cancellation without refund or accept liability in the absence of clear evidence and a transparent decision-making process. And we are concerned with regards to potential breaches of the Equality Act 2010.

We look forward to your response.

Yours sincerely,
[Ms/Mrs Nice Try Assholes]

It can do, yes.
I have memory of glass suddenly shattering when no-one was anywhere near it. I was a child at the time.
The conclusion was it was caused by extreme heat (the glass may have been weakened/ small crack or chip) prior to it exploding.

I just googled it and it definitely can happen. I would email back with the googke ai rsponse and also say you need a membership refund.

OP - with what you have written in your post , I would send them this as a reply.
Tell them they have no evidence that you caused the damage, and you feel they are discriminating against you, due to your autistic child . You will be seeking legal advice under the equality Act 2010.

Let them sue you. It will cost them more to take you to court than to pay for it (and they should have insurance anyway).

They're trying it on. If that glass is weak enough to be broken by a small child, it's not safe in the first place.

Edited as I post twice !

The glass sauna door exploded at my gym, it breaks like windscreen glass would so, I don't know how they could investigate how it broke from the shattered pieces.

Surely if it broke due to improper use by a child, the child would’ve been injured?!

Another proof glass can spontaneously shatter: NDN’s double glazed conservatory panel shattered, weirdly it had been there for a couple of years & totally static(not even an opening window) it was just 1 side of the double glazing that completely shattered but stayed in place as the other side stayed in place? but shows no obvious stress can still end up with glass that wants to shatter?!
Hope you get a good result.

Yes, I've known safety glass do this. It was one of the panes on my parent's patio door. I instantly blamed my ds as they were looking after him, and he was "spirited" at the point. But they said it definitely wasn't him. He hadn't been near and was actually sat the table with them eating lunch when it went.

OP - they're trying it on. They don't actually have any proof. I'd seek legal advice (it may be covered on your house insurance), I'm sure a solicitors letter to them will suddenly have them back-tracking and claiming on their insurance.

Totally outrageous. I hope all the support on here puts your mind at rest so you don't let this weigh on you over Christmas. It is absurd, and I agree with the poster who says that this is probably one rogue franchise trying it on - and once it is escalated to the main organisation, this will go away. They should be apologising to you and relived they didn't have bleeding customers and legal action to deal with.

Yes - look up nickel sulphide inclusions.

But @Showerexplosion you don’t need evidence that this caused it or didn’t. To hold you liable, the hotel needs to prove that the children did it, and they are not giving evidence that they did.
For them to succeed in a court case, they’d need to prove beyond reasonable doubt that the children were responsible.

I’d decline to pay, tell them that your mother stated that the children didn’t touch the door, and that therefore you are not liable. If they took you to court, they’d need to show persuasive evidence that the children did it. “Our experts couldn’t find any other reason and your kids were there at the time” isn’t enough.

Yes. Happened at my sisters house whilst they were all asleep at 5:30 am in the morning.

One of my bifold door panes shattered spontaneously during the night when we were asleep. The company that supplied and fitted said we must have smashed it ourselves and refused to replace, but as it was an inside pane (i.e. no-one could’ve smashed it from outside) and we were asleep at the time, I wouldn’t let it go. After much research I found it was Nickel Sulphide Inclusion (NiS) (the “butterfly” pattern of the shatter proved it) and the company was forced to rectify, even though they claimed they’d never heard of NiS (a company that specialised in bifold doors!). I was only able to prove we were not at fault because the glass was shattered but remained in situ, so I don’t know how an “expert” could possibly rule out NiS (or similar) when the shattered pieces are all over the floor.