We were given Room No.7 on the 16th Sept. The water pipe burst and the water was pouring heavily and woke us up in the middle of our sleep. Those guests living in the lower floor (Ground floor) were affected, the water kept flowing down to their ceiling, putting their live in dangerous. And because of this reason, I have to use a bucket to collect the water and pour into the wc. This collecting and pouring of water continued for more than an hour, which have an impact on my physical body. We also very stressful, as the phone number provided at the counter was not helpful, we were not able to get hold of the owner. About 30 min later, we have no other option, therefore decided to knock at Room No. 4 door, asked the lady to help us phone the owner. Unfortunately, she also not able to get hold of the owner. About 20 min later, 3 ladies from Room No. 2 came back, and they helped us to contact the owner. We were much stressed and tired, and my whole body still ache badly. I therefore decided to make a complaint on 22nd Sept, asking for a refund, as we desire a fair deal. Hotels.com staffs were very patient and tried to help me to request for a refund. Unfortunately, the owner did not respond to them, until, today, which is my 4th times calling the Hotels.com. Eventually, the owner decided to refund only one nightly rate, which is £26.58. While, Hotels.com staffs are more understanding, they recognise our stress and issue me a £30 voucher. Thank you all the ladies for helping us.
