£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 thought this post was going to be they offered YOU £1670 in compensation and should you take it!

Your children could have been seriously.hurt or blinded and they want YOU to pay?????

This is outrageous.

Firstly Don't admit liability.

Glass door do spontaneously shatter.

They have absolutely no proved beyond reasonable doubt at all and i am not especially convinced by the report unless they enclosed a copy

See a lawyer and def raise a formal complaint in writing with them (i am amazed you haven't already)

Exploding glass is a health and safety issue with liability. And they are trying to shift the liability to you. I wouldn’t even reply.

Surely hiring some fancy glass expert to analyse the shards of broken glass is disproportionately expensive? Sounds like bullshit to me.

I wouldn’t pay but would write off the membership.

You need to ask what the CCTV shows exactly that proves, beyond reasonable doubt, that either Xxxxx or Xxxxxx caused the damage.

I believe safety glass can shatter randomly. A friend had a garden table which certainly did.

Yes!

I would reply. After I've been to the doctor to make sure my children are ok, they keep on waking up and are scared of glass now.

Do you have legal cover with your household insurance, OP? If so, I’d contact them and get them to investigate this. There are enough people recounting experiences on here to show that yes glass does spontaneously explode.
Did your mum explain the circumstances when she reported it?
No way would I let this lie or consider paying!

Our shower screen exploded whilst I was in it (and not even touching it) 15 years ago. I remember it as I was heavily pregnant and terrified.
We contacted the landlord, who was incredibly apologetic and sympathetic.

Wouldn’t have crossed my mind that the landlord would’ve blamed us. Your gym are being outrageous arseholes.

I’d tell them this. And then threaten to countersue for danger to your children.

This! Someone could have been hurt. They are trying it on and don't have a leg to stand on.

I would also say you will be taking legal action.

Wonder if the 'expert' is someone from the window company not wanting to accept fault.

Yes! The type of glass used in shower doors can shatter like this without any provocation. Mine did while we were all out one day, and the company said it's not uncommon.

I've known tempered glass to "explode" more than once.

Get legal advice. They need to prove that it was your mum and sons.

Yes. Came home and found a shattered screen. Nobody had been in the house and the door to the bathroom was left closed.

there have been some famous cases of exploding glass. A big fish tank went randomly in a Berlin hotel.

OP, if the kids really had nothing to do with it, I would hit back quite hard pointing out how they could have been injured and how examples prove glass can fail.

Of course not.

They need an expert witness so ask them for it.

My Mum’s oven shattered when switched off. Full oven door - boom.

Shower screens yes, new build flat, no one near, very similar to the pics.

For 6 year olds to do this (whilst supervised by a competent adult) is wildly unlikely !
The place should be built to withstand the shower doors being slammed repeatedly by adults. Your poor mum must have been so worried

I have also known glass to explode. I had one pyrex dish that went pop, thankfully inside the dishwasher so it was well contained.

I would be pointing out that spontaneous destruction is entirely plausible and that they have no evidence. I would also be asking for a refund of the unused months and you might be able to get that through a charge back/S75 refund if the hotel don't agree.

Wow, they’re taking the piss.

I’d reply stating that you will be taking them to court and suing them for causing mental distress to the children and your mum with the screen suddenly shattering near to them and showering glass everywhere.

Look up reviews of the B&Q curved shower door - they're notorious for shattering randomly.- you could send a link to the gym to shake them up a bit...

Not read the whole thread, but….

I used to rent out a house. One day the tenants contacted me to say similar had happened to the shower screen in the bathroom. We contacted our original fitter to replace it and he said the damage that eventually caused the glass to shatter could’ve happened at any time, ie months or years before the shattering actually happened. The structure would’ve been weakened and eventually gave up causing the “spontaneous” shattering.

I would debate the fact that they’ve been told that your mother/ children must have caused this damage.

Were the kids staying in the Radisson Berlin a couple of years ago?
https://youtube.com/shorts/o86iZthNUF4?si=a3B_ofq1QEdeE_Ww

Thats been ripped off the wall.

This. It's outrageous that they are shifting blame to you instead of worrying about you.! Madness

This happened to my sister at a hotel, she ended up with a very deep cut to her arm. Think she got the stay free or something, it was a while back. It definitely can happen, don't pay and ask for a refund of membership.