Bad hotel experience - advice needed.

Kemik · 14 Mar 2012 at 19:13

I'm guessing this was one of the bigger hotel brands seen as they're national? Which hotel was it? Budget? Luxury?

Energize · 14 Mar 2012 at 23:10

There should definately be more than a refund, money for the cost of alternative accomodation and required transport, as well as the inconvenience/distress caused, and money to make it worth your while not to go to a newspaper and tarnish their reputation at the very least.

mithrandir · 14 Mar 2012 at 23:40

tom_e said:
I'm surprised more people haven't seen security at hotels, I know almost all Premier Inn's will have them at the weekend at least due to their good night guarantee which means we're there to stop anti social behaviour as it could cost the hotel a fortune refunding people who were disturbed by it.

I've been to several of the budget chain hotels (namely Premier Inn and Travelodge and once Campanile) across several cities and none of them had security.

If the OP's hotel was a Premier Inn then they failed

OP - you definitely need to pursue this further as the disruption and accusations are just unacceptable to your stay.

PS Just for the record Premier Inn are miles better than Travelodge, probably due their comfy beds!

[FnG]magnolia · 14 Mar 2012 at 23:50

Van Hellseek said:
Nope, SIA would only be required for agency security (such as they use at most nightclubs), rather than in-house.

Weren't you the night porter or something? I remember you posting about how all you did during the night was read forums and listen to music.

Van Hellseek · 15 Mar 2012 at 00:48

Yes, but as the only member of staff in the whole building overnight I was responsible for security too. Luckily it was a relatively quiet hotel, and usually no incidents except over the xmas periods (usually when people were wasted thanks to work xmas partys etc).

[FnG]magnolia;21475386 said:
I remember you posting about how all you did during the night was read forums and listen to music.

Yep, the vast majority of the time the place was dead, and my boss was fine with me taking my laptop into work.

Didn't listen to music though. Needed to listen out for the door/phone (and trouble!). So it was mostly in silence, which was one of the big downsides of the job.

RetiredGreyFox · 15 Mar 2012 at 07:54

OP, sorry for not reading every word:
When you say 'barged in' did they open the door themselves and come in or did they knock first and you opened the door?

big4000 · 15 Mar 2012 at 10:10

Dimple said:
OP, sorry for not reading every word:
When you say 'barged in' did they open the door themselves and come in or did they knock first and you opened the door?

They opened the door themselves with a key!

big4000 · 15 Mar 2012 at 10:13

Energize said:
There should definately be more than a refund, money for the cost of alternative accomodation and required transport, as well as the inconvenience/distress caused, and money to make it worth your while not to go to a newspaper and tarnish their reputation at the very least.

I have drafted a letter to send to the MD of the chain - i would like to see what he has to say. I'm also contacting the security company involved.

To be honest, i'm not the sort of person who would usually take things further as i haven't paid anything for my stay now i have been issued a refund - but this situation was too much and really they shouldn't be able to get away with it.

Ahleckz · 15 Mar 2012 at 10:52

Van Hellseek said:
Nope, SIA would only be required for agency security (such as they use at most nightclubs), rather than in-house.

If you man handled anyone out of a hotel then, without a badge then it's very likely to be assault.

mike.grayizzle · 15 Mar 2012 at 11:12

Congrats on getting your refund but not sure why you want a free stay other than to get something for nothing?

If I feel so badly wronged in something like this, I simply vow to no longer use the company and perhaps mention the experience in passing to other people.

I'm not directing this to the OP but it makes me curious when people have issues with the service industry suddenly think its fine when something free is chucked their way. If the food in the restaurant is bad don't go back, if the hotel is crap don't go back, if the airline is let's you down don't rebook.

I'd rather get the service I paid for rather than something crap with something free thrown in as an afterthought.

tom_e · 15 Mar 2012 at 11:16

Ahleckz said:
If you man handled anyone out of a hotel then, without a badge then it's very likely to be assault.

As he's stated in house employed security don't need a badge, although they are looking at changing this.
Either way any member of staff has the right to physically remove someone from the premises if it's absolutely necessary.

Ahleckz · 15 Mar 2012 at 11:22

tom_e said:
As he's stated in house employed security don't need a badge, although they are looking at changing this.
Either way any member of staff has the right to physically remove someone from the premises if it's absolutely necessary.

Upon googling, it seems that you're correct. However, I imagine that these security guards were not employees and were contracted and would hence need a badge.

No they can't. They can use reasonable force to restrain/stop someone from doing something illegal but they can not man handle people out of their rooms and out of the hotel for not doing anything. Personally, it's not an approach I would take (and it's a bit late to do so now) but it's food for thought.

tom_e · 15 Mar 2012 at 11:33

Ahleckz said:
Upon googling, it seems that you're correct. However, I imagine that these security guards were not employees and were contracted and would hence need a badge.

No they can't. They can use reasonable force to restrain/stop someone from doing something illegal but they can not man handle people out of their rooms and out of the hotel for not doing anything. Personally, it's not an approach I would take (and it's a bit late to do so now) but it's food for thought.

Yes they can, physically removing someone from the premises can come under reasonable force.
How do you expect barstaff/mangers to deal with trouble in pubs and bars when there is no security on?
Even as a badged DS I still need to be able to show my actions came under reasonable force if questioned.
This is a general point rather than one regarding the OP's situation which I've already stated I agree was handled badly.

BrightonBelle · 15 Mar 2012 at 13:11

big4000 said:
I have drafted a letter to send to the MD of the chain - i would like to see what he has to say. I'm also contacting the security company involved.

To be honest, i'm not the sort of person who would usually take things further as i haven't paid anything for my stay now i have been issued a refund - but this situation was too much and really they shouldn't be able to get away with it.

Assuming you spoke to the Branch manager on the phone and got confirmation of a refund of both costs - do you have this in writing? I would get it in writing and enclose it in the letter to the head office.

BB x

RetiredGreyFox · 15 Mar 2012 at 18:15

big4000 said:
They opened the door themselves with a key!

That's bad

Cemetery · 15 Mar 2012 at 18:52

big4000 said:
I'm happy i've got a complete refund but feel i deserve more.

The manager of the hotel can only really offer me something in Liverpool as that is where he is based.

I'm writing to head office, and really i would like a complimentary stay in one of the branches nearer where i live.

What do you guys think?

I think we want to know what hotel chain it is?

mp3duck · 15 Mar 2012 at 20:42

Cemetery said:
I think we want to know what hotel chain it is?

Whist I'd like to know I understand the OP reason for not letting us know yet

MattU · 15 Mar 2012 at 22:59

mike.grayizzle said:
Congrats on getting your refund but not sure why you want a free stay other than to get something for nothing?

If I feel so badly wronged in something like this, I simply vow to no longer use the company and perhaps mention the experience in passing to other people.

I'm not directing this to the OP but it makes me curious when people have issues with the service industry suddenly think its fine when something free is chucked their way. If the food in the restaurant is bad don't go back, if the hotel is crap don't go back, if the airline is let's you down don't rebook. I'd rather get the service I paid for rather than something crap with something free thrown in as an afterthought.

I really don't agree with this. He is talking about the hotel security barging into his hotel room, presumably without knocking first and escorting him out of the hotel potentially leaving him with nowhere to stay. I would be fuming and I think a significant good will gesture is in order from the hotel.

SoSolid · 15 Mar 2012 at 23:18

Which hotel was it?

RetiredGreyFox · 15 Mar 2012 at 23:21

MattU said:
I really don't agree with this. He is talking about the hotel security barging into his hotel room, presumably without knocking first and escorting him out of the hotel potentially leaving him with nowhere to stay. I would be fuming and I think a significant good will gesture is in order from the hotel.

Absolutely

Bad hotel experience - advice needed.

Woman of Honour