I need some advice
The wife and I had booked Sunday and Monday night just gone, in a premier plus room at the Manchester Salford Quays premier inn. We had paid the extra premium to allow us to cancel upto 1pm on the day of arrival. Just precautionary due to COVID times.
We booked into our room on the 3rd floor at 3pm, by 5pm there was a terrible drain smell coming from the bathroom. The extractor fan was not working either.
We got the duty manager upto the room. He agreed that the smell was unacceptable and he could not get the fan operational. We requested a room switch but he informed us that was not possible as the hotel was fully booked. He offered us a complementary breakfast to compensate!! Their was no way we could stay in that room with the smell so we told him we were booking out and expected a full refund. He told us he was not authorised to give refunds we would have to take it up with head office the following morning. He also said we probably wouldn’t get a full refund for the Sunday night as we had already booked in and it was not company policy. He said he’d email head office immediately with his findings and gave us a number to call the following morning. He was very apologetic.
The following morning we rang the number several times, but due to high levels of calls you were constantly told to go online and contact them by filling out a feedback form. So after much searching online we finally found away of contacting them. It indicated that reply would take upto 35days! So by then we will have to pay the Visa bill.
My question is should I burst into print on trip advisor straightaway or wait for them to make their offer?
The wife and I had booked Sunday and Monday night just gone, in a premier plus room at the Manchester Salford Quays premier inn. We had paid the extra premium to allow us to cancel upto 1pm on the day of arrival. Just precautionary due to COVID times.
We booked into our room on the 3rd floor at 3pm, by 5pm there was a terrible drain smell coming from the bathroom. The extractor fan was not working either.
We got the duty manager upto the room. He agreed that the smell was unacceptable and he could not get the fan operational. We requested a room switch but he informed us that was not possible as the hotel was fully booked. He offered us a complementary breakfast to compensate!! Their was no way we could stay in that room with the smell so we told him we were booking out and expected a full refund. He told us he was not authorised to give refunds we would have to take it up with head office the following morning. He also said we probably wouldn’t get a full refund for the Sunday night as we had already booked in and it was not company policy. He said he’d email head office immediately with his findings and gave us a number to call the following morning. He was very apologetic.
The following morning we rang the number several times, but due to high levels of calls you were constantly told to go online and contact them by filling out a feedback form. So after much searching online we finally found away of contacting them. It indicated that reply would take upto 35days! So by then we will have to pay the Visa bill.
My question is should I burst into print on trip advisor straightaway or wait for them to make their offer?