£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 tell them that I would like to see the CCTV of my children ‘mishandling’ to the extent that a door could shatter.

I’d also want to see their records of maintenance/safety checks on said doors and I would be reminding them that they are lucky your children weren’t hurt!

Glass door on my new oven did, that was after heating up.

My oven door did. Hasn’t been used for a while and just exploded.

I dont want to be awkward or calling you out , and Im posting this after just page 2, but that doesnt look like a safety glass explosion

When safety glass explodes - think car windscreen - its tiny tiny pieces . My BIL's patio door exploded last year and it was the same - tiny pieces

Yes. It seems to be quite common.

https://www.thespruce.com/glass-shower-door-shattered-by-itself-3972517

https://www.meandmyglass.co.uk/blog/why-shower-glass-explodes/

Yes. It seems to be quite common.

https://www.thespruce.com/glass-shower-door-shattered-by-itself-3972517

https://www.meandmyglass.co.uk/blog/why-shower-glass-explodes/

Their email and contents demonstrate crassnes in the extreme. Full of accusations and assumptions.
You need to compile an appropriate response

Employment Tribunal Judge Sandy Kemp is finding out the hard way that it really isn't.

If they'd been anywhere near it when it exploded they'd have had glass and cuts all over them, and potentially serious injury to eyes and face. I'd respond pointing that out, noting that your mum was the only person present and can attest as to their whereabouts. Say you are appalled at their customer service and request a refund of the membership.

Yes doors spontaneously explode/break
If they don't have CCTV showing your children breaking the glass then they have no case
Ask for the report
Tell them that your M and both children are traumatised and shocked by the spontaneous breakage
See what happens next

I've never heard of a glass shower door in a leisure centre swimming pool - certainly not in any of those in my area... wouldn't meet health and safety standards, I should imagine?

Yes, they genuinely do. Happened to me once at home.

What?

where did you hear that?

How on earth could you know that?

Excellent response. I would not spend money on solicitors. It’s a small claim so you won’t get the costs back, as costs are fixed and very small even if you win

Im a solicitor but have not done this type of litigation for decades

Yes, you could also ask them for evidence of all regular previous safety inspections of the doors. Because I bet they don’t have any. That and a report to HSE or whoever it would be.

Yes! Definitely ask for their H & S and Maintenance reports for the last 3 years

I’ve had an oven door smash spontaneously when not in use/ hadn’t been used that day. I think there was a which article on this too (might cover safety glass in general) I’d say this would be for the pools insurers.

It's really, really unsafe that a door exploded with two six year old children nearby! I'd go ballistic and say you're suing them for negligence - that could have cut your DC to pieces.

Absolutely there's no legal basis that you should pay for this, what CF

Absolutely yes it can, if there is a defect in the glass, particularly is the glass is then subject to significant changes in temperature, like in a swimming pool changing room.

The photos show a full shatter, not a crack. What on earth do they think the children were doing to cause that?

OP just to confirm, you know for a fact that the children or your mother did not accidentally hit the glass and then run off?

If so, and you can be certain of this, I wouldn't worry

Poor KilkennyCats getting a million reply notifications. I'm sure she gets the picture by now!

Similar once happened to me with a shower door in a hotel. I closed it very gently and it exploded, I was very lucky not to get any serious cuts as obviously I was naked at the time just out the shower. The hotel apologised and moved us to a new room - I would have been very unimpressed if they'd claimed I should pay for it!

My shower door in my old house did this one day when the cleaner was cleaning it. After a bit of googling I found that it is something that does happen. Most likely the glass has some small chip or weakness that was never spotted and it susceptible to breaking. I dont see how anyone could say the glass was or wasnt weak because the weakest point would be the bit that broke.

HOWEVER - the picture of the broken glass is seriously concerning. When my shower door broke, there was a few bits of glass that broke out but it was nothing like your photos. Google broken safety glass. The glass should break into small bits and largely stay together. This also happens if you are in a car accident and the car rolls over the windscreen (also happened to me!) - in both cases, the glass shouldn't be able to break into lots of sharp edged big chunks - for safety reasons.

Shower doors in the UK are required to be CE markes which means they are made of toughened safety glass. The shower door should absolutely not be able to break as it has done in your photos.

I would advise you not to respond to the letter and instead contact your own lawyer. Check if you have legal cover through home insurance or car insurance and if not then contact a no win no fee solicitor. Explain what you have written in your op and send them a copy of the letter you have received. I would also be stating that you are concerned about the glass. Request that the solicitor responds to the letter and take it from there. Do not contact them yourself.

We stayed at this hotel just before the aquarium failed! Never felt comfortable in the bar at the bottom of it...
I've had one full pane of a double glazed bedroom window fail , and an oven door, both shattered into tiny little cubes of glass. The window installer told me it was common and that a tiny invisible flaw in the glass was usually the cause.
I'd be inclined to ignore the contents of the letter, other than asking for a refund of the membership fees.

I've not read the thread so apologies if this is repeated.

But this is where the usually pointless similar threads comes into its own.

https://www.mumsnet.com/talk/property/5397040-exploding-shower-door

And another random shattering

https://www.mumsnet.com/talk/property/5388313-new-glass-shattering

Seek legal advice. The comments about CCTV and possible poor workmanship should be mentioned.

I wish there could be consequences for ridiculous claims.