Intruder in room at night!
BOOKING ID : NRMQ8198 Room 258 - NOT 132, as the Welcome email that turned up at 9pm the day we checked out stated. Is this a way of covering your tracks? To summarise, we experienced an incident in which the hotel’s access‑control measures did not function as expected. This included inadequate restriction of access to guest areas and a failure to ensure that only authorised individuals could enter our room. Such conditions pose a significant safety risk and fall below the standards reasonably expected of a hotel. One would assume that you are aware that in the UK, hotels are expected to maintain safe premises, including controlled access to guest rooms, restricted staff‑only areas, and measures that prevent unauthorised entry; this should be all part of your general health and safety duties and care for guests. We request that you: Conduct a full investigation into this incident. Review the access‑control logs associated with our room (258) and the relevant procedures for monitoring the health and status of the locking system which should be managed from a secure location within the management office. We also urge you check the Fire safety logs to ensure that the fire system is not neglected in the same way. Please confirm this when this is done. Confirm what corrective actions will be taken to prevent similar safety failures. Provide a written response outlining your findings. Given the severity of the breach and the impact it had on our stay, we believe compensation is both appropriate and necessary. I therefore request the following: A refund for the full cost of our stay. Reimbursement for any losses or expenses incurred as a result of the incident. An additional goodwill payment in recognition of the distress and inconvenience caused. Please confirm receipt of this request and advise on the steps you will take to resolve this matter swiftly and efficiently. If an appropriate resolution is not provided within a reasonable timeframe, we will escalate the issue to the relevant regulatory bodies, including local health and safety authorities and Trading Standards. We look forward to your prompt response. So far it has been days without any action. 13 March. Still no response. Please reply to my complaint. I have heard nothing from you at all. This is shocking and I will be escalating the issue. Your lack or response shows the same level of care we were shown during and after the incident. 16 March A week has now passed and still no response. We will be escalating this to Trading Standards.