£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.

I'd want to see that report but also, how can the glass be inside and outside the area if it hadn't have exploded. If you fell on it or slammed the door or whatever the Forse would make it mostly travel in one direction, surely? Plus, if either child had been near it, they would at least have got glass on their feet as that's too well spread for a 6 year old to have managed to step over safely.

What's happening @Showerexplosion ? Theres no evidence that your kids did anything wrong by the sound of it. I hope the demand for compensation has dropped and they continue as members. If not, the press might be interested.

What the actual? Sounds like they're having a laugh to me...

well me, but after reading this thread, I started looking at the shower doors worryingly now. They are the originals though and this house is 18 years old, so who knows when it can happen?

Yes it does especially if it's got a weak point or got too hot ect my oven door did after I cleaned it in the sink went to put it back while it was still hot it touched the cold door and boom it went everywhere

I suggest you they ignore the email and wait and see what happens, and if it goes to court then contest it.

You need to explain thermodynamics to them hot glass touching a cold surface can make it explode I removed the glass door out my oven to wash it and it was still pretty hot as I put it back in the door and because the door was cold the glass exploded as it touched the cold metal. Shrapnel flew everywhere the explosion was loud I hope your family are ok, but I would tell them they have to prove it wasn't damaged before it exploded even the slightest chip crack or even installed incorrectly can cause it to explode. Tell them your seeking advice from a solicitor because they haven't considered this. See how quickly they recoil I thought 1670 was going to be compensation for the trauma to your kids and mother. Spin the situation back on them because they could have been seriously injured.

A few years ago I had a glass kitchen table top literally explode as I walked past it. The force of it sent pieces down the hall to the front door. I was home alone at the time and had I been a second or two later I'd have got the full force of it. We raised it with the retailer who didn't believe us at first when we asked them to replace it as it had clearly been defective, and they really dug their heels in and said no. However, I got a call from them a couple of weeks later to say that a glass panel on their mezzanine floor of the showroom had spontaneously exploded, sending glass all over their lower floor and customers. Needless to say they offered to replace our table top.
Apparently temperature fluctuations can cause even the tiniest of flaws in the protective safety coating to expand and contract, and over time this can be sufficient to compromise the structure, and ... boom!

Anyway, that's what their insurance is for, your DC are clearly easy scapegoats for them, I'd tell them to jog on. What are they going to do, take you to the small claims court for something they can't actually prove? The force of the glass exploding was probably sufficient to pull at the hinges, or someone else could quite easily have done that prior to your family using the area. A high-use area is going to experience wear and tear. I'd happily take my membership money elsewhere.

No way would i be paying. Tell them to go thorough their insurance. And if they presume or assume you are responsible ask them for actual proof of you doing so.
Going into the shower room and reporting the incident isnt proof you broke the item. They are taking the whizz

That is why they have insurance. They have no proof that anyone even touched it. Quote - Glass shower doors, usually made of tempered glass, can and do spontaneously shatter, often sounding like an explosion, due to internal stresses from manufacturing defects (like nickel sulfide inclusions) or stress from improper installation, extreme temperature shifts, or edge damage, releasing stored energy violently. While uncommon, this phenomenon happens because tempered glass holds significant tension, and any trigger can cause it to disintegrate into small, relatively harmless pieces.
My husband is a plumber and this happened to him last week - its very common.

It's pretty disgusting that they are trying to scapegoat your family and cancel memberships for something that so regularly happens spontaneously. Are they a national chain or a single local independent organisation?

Yes, toughend glass can

International aren’t they? Crown.

Damn, what job you have where you get to sleep at the office? Do they have any openins? 🤣
Sorry, I couldn't help myself, just joking I know what you mean!

Same happened at my gym, no one got blamed

Interestingly I’ve just had a link to a Which? Article on exploding glass doors.

Me but my sister’s oven door exploded.

I signed up to bannatynes and they had a glass door policy and a £1000 fine. Why use glass doors if they can easily shatter it makes no sense.

What!!!! That’s crazy. Hopefully it would only ever be used if someone had been really reckless.

That's not from accidental misuse-look how many peices it has shattered into! It has also come away at the bottom, aswell as rhebhandle coming off. To me it suggested the door has exploded.
I would be researching this issue because of how many people on here have mentioned it had happened to them. Then I would be contacting the company asking them for the name of the company who decided it was ur boys fault - u will prob find staff members decided decided to come to this conclusion!

This happened in our ensuite June this year. We were in the bedroom, heard a thud from the bathroom, and found the shower screen completely shattered. The shower hadn’t been used for last few hours, so it wasn’t caused by heat or steam.
Do not pay — this is a known issue with tempered glass, and the they should already be aware that spontaneous breakage can happen.
I took photos at the time. If they’d help support your case, feel free to DM me

Yes glass can absolutely shatter without any assistance (I’ve seen it happen twice). They won’t be able to claim on insurance unless someone owns up to it, which is probably what they are looking for from you. They can’t just render you guilty just because you happened to be there at the time, you need solid proof. Tell them to go swivel

Is spontaneous shattering of glass excluded from all insurance policies?

😂 I think if something happens with no blame it’s excluded by all accounts

Ask them for the CCTV proof that it was you or your Grandsons who damaged the door. Just because you were the only ones in the vicinity does not mean you were responsible for any damage caused. Speak with a Solicitor about it & reply to the email once you have spoke with them so you know legally where you stand.