Guest User
October 12, 2025
I am writing to raise a complaint regarding my recent stay at your hotel. Unfortunately, my experience fell far below the expected standard.
I checked in at approximately 4:51 a.m. on Saturday, 3rd October, and went straight to shower after a long journey. Immediately afterwards, I noticed that water had flooded not only the bathroom but also the bedroom area. The issue occurred because a new shower tray had been installed, but it is a flat one that does no redirect water and no sealant had been applied so it would leak everywhere regardless of the angle of the showerhead, additionally there was no shower screen, only a curtain that hung approximately 25 cm above the floor and several centimetres beyond the shower tray, which failed to contain the water.
When I reported this to the night concierge, he apologised and explained that the hotel was undergoing refurbishment to become a 4-star property. I asked to change rooms, but he said the hotel was fully booked. I then enquired about possible compensation, such as a partial refund or breakfast, but he said he would need to check with the day team. Despite the inconvenience, I cooperated and even helped him clean the flooded floor.
Later that morning, when I spoke to the day reception team, I was told that the shower screens were being installed on Monday. I explained that I was due to check out on Tuesday, and they said I would therefore have to change rooms on Monday. I found it quite unreasonable that this was only mentioned after I asked - had I not done so, I wonder when (or if) I would have even been informed about having to move rooms during my stay.
Throughout Saturday, I followed up several times about the flooding issue and possible compensation. Each time, the staff seemed unaware of any updates, and I even had to demonstrate the flooding problem again. By late evening, I was told they would only know if I could change rooms after 7 a.m. on Sunday, but there was still no clarity regarding compensation.
On Sunday morning, we missed a phone call at 9 a.m. (I was unwell after a sleepless night), and at 1 p.m., a staff member suddenly knocked on our door and told us to vacate immediately because they were changing our room. We had received no prior notice. When I spoke to reception, I was told the earlier call was about breakfast, not about changing rooms. The abrupt relocation, with no explanation or warning, was extremely stressful and disorganised. In our rush, we accidentally left behind some magazines that were never recovered.
On Monday, I went to have the breakfast I was promised, and the same lady at reception said I had to pay for it. It took her a couple of seconds before she said, actually, you didn’t have breakfast yesterday, so it’s ok.
This entire experience was disruptive, poorly managed, and unacceptable, particularly during a short four-day trip when Sunday was meant to be our only rest day. The lack of communication, disregard for guest comfort, and dismissive attitude towards compensation were deeply disappointing.
