Fitlthy hotel, what are our rights?

[seduraed]

My wife and stepson stayed the night in an Hotel in Telford. The hotel was dirty, the tea tray hadn't been cleaned, the carpet was dirty and there were marks on the bathroom floor. All indicative that housekeeping was not doing its job.
The food was poor to inedible, . A look on trip advisor shows that the Hotel has been used for housing the homelss during covid 19

[R0b]

Did you complain to the hotel and if so, what was their response?

What are you looking to achieve?

[seduraed]

yes we were looking for a refund on the food which was inedible. .I emailed the general manager but he has declined a refund because my wife put a bad review on trip advisor.

[Aged William]

I think the timing of any complaints may be important. It's not really my area of expertise, but I recall something in contract law that if an offer is accepted without dissent then it's binding.

• Did your wife and/or step-son complain to the manager at the time?
• Did they stay the night or find alternative accommodation?
• Did they eat the food, or return it un-touched?

[seduraed]

They complained to the desk and asked for the duty manager to contact them leaving both a phone number and an email address. The food was uneaten, it looked too disgusting. The croissant was both burnt and cold. They asked for the duty manager again on leaving to be told no one was available. On the Tuesday my wife put up a bad review on Trip advisor. I was concerned that as the food was inedible they may have been problems in the kitchen. I finally got the email of the duty manager from Environmental Health. The General manager refused a refund on the food or anything as we had posted a bad review and reported him to environmental health.
We were looking for a refund on the food which was uneaten. The receptionist refused as she wasn't authorised to make refunds.