£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 wouldn't send a letter like that as it suggests that if they do come back with the specific evidence, you would be admitting liability.

Lots of pp have given examples of glass spontaneously shattering, so yes that could well have happened. But even if it didn't, so what? What exactly do they think a six year old did to the door that was anything other than normal use of a door? Are your six year olds in the habit of taking bricks into the changing rooms so they can throw them at the door and see what happens?

Maybe one of them closed the door and it shattered. Was that because they closed it too hard? Who the fuck knows? How hard is too hard? What exact velocity is a glass door supposed to be able to withstand, how does that relate to the normal muscular strength of a six year old and what evidence do they have of whether it was exceeded?

This whole thing is ridiculous, and I wouldn't do or say anything that could be construed as suggesting you might bear liability under any circumstances whatsoever. They are trying it on - apparently on the basis of evidence that your children were THERE, that's all. I would write a polite but curt letter back saying you are not responsible for the door and won't be paying. If they choose to try it on further then ask Citizens Advice or someone about how to handle it.

I had a bathroom window break on its own - just the outer side. Nothing was thrown or hit against it.

In that case the glass is unfit for purpose. The hotel is behaving appallingly

I would just very calmly respond to say that the glass exploded spontaneously and there was no improper use. Please can they send you a copy of the expert report they have commissioned together with associated correspondence for completeness (in case they do try to sue you you can get your own expert report!). My guess is the report (if it exists) does not say anything with absolute certainty.

They can try to sue you - I doubt they’ll be successful.

No it doesn’t. It puts the ball back in their court. It’s the best way to get rid of them

Absolutely happens - we've had this at work, and In a building where we have 24/7 CCTV so there's footage of the glass panel fine one second, no-one anywhere near it, and shattered the next.

Usually if a business that's open to the public want to get anything out of a service user they'd have to be able to prove that you/your children were at fault AND it was malicious/intentional. They should be talking to their insurers, not pestering you.

No, it doesn't admit liability, it's asking for evidence which is entirely reasonable.

Did you post this on Reddit too? Not that I’m not believing you but I want to check I’m not going mad.

Yes! My glass shower door did exactly this and when I googled it to see if it was possible there were many people saying it happened to them. I was the only person at home when it happened or I wouldn’t have believed it.

Tell them to claim on their insurance. Even a small fault in the glass, unclear to the naked eye, could cause this to happen.

Not that this changes my opinion- which is they can use their insurance, and id tell them theyre lucky im not pursuing them for compensation for the fright they gave the children...

But did they include this "expert" report or just tell you about it?

Yes, I've had a kitchen table, an oven door and an office table all spontaneously explode around me. It's a tempered glass thing. No way in hell would I be paying that bill and if they forced the issue, I'd pursue a complaint for exposing the kids to dangerous conditions.

Clearly I'm on the Internet too much but this has been posted to Reddit too. Did you double post? Am I just replying to bots or very bored people who scalp mundane posts. All of the above perhaps.

www.reddit.com/r/LegalAdviceUK/comments/1pob6g8/private_hotel_pool_in_england_claiming_my/?sort=new

I’d ask for details of this independent expert. Just for japes. They can’t be much of an expert if they have completely ruled out the possibility of the door shattering on its own.

How do they think a grandmother and two six year olds in swimming costumes could do all of that damage? Maybe if your mother used one of your boys as a battering ram.

I’d fight this to my last day because it’s so ludicrous and they are plainly lying.

I'd take a very different tack tbh. Yes it happens, it happened to me! But I would say that you are very concerned such dangerous poor standard workmanship is present at the pool in clear breach of H&S standards. If the door was broken by being knocked by a 6 year old it is not fit for purpose. I would report them to EVH for inspection and tell them to claim on their insurance. Outrageous behaviour by this pool.

Absolutely push back on this. It’s outrageous.

They confirmed it was reported by your mother (as if someone would report it if done deliberately), you can’t ‘mishandle’ a shower door - they open and close and it would be extremely difficult for 6 year old to shatter one, it was extremely fortunate there were no injuries from flying glass and the fact it was so unsafe it exploded warranted an apology!

Strongly worded letter detailing their disgusting cuntfuckery in falsely blaming your mum/children and cancelling their memberships without refund. Then publicise it on the local Facebook page. Contact CEO if hotel chain.

If they try to threaten court action, laugh at them.

Yes I posted here and on Reddit legal advice

Your mum should probably get legal advise but really they should be grateful no one was injured and they are not getting sued!

Also CCTV on the showers??? Is that allowed?

This is an excellent response.

They just told me about it. They did not include it.

We did too.
It was bizarre.

I’d ask chat GPT and tweak whatever it suggests.

I have heard that it can.

Yes, my friends bathroom window blew out a few months ago. I used to deliver glass( sealed units)units it was a common accurace.

This was from Chat GPT...I can't take credit, but I think it's a good response and disputes what the hotel are claiming and looking for evidence. The hotel can't charge without evidence. It's crazy they're even looking for the money and not claiming from their insurance. They're very lucky no serious injuries were had as a result.