I was out at a bar's club night last weekend when my cousin was pulled out by security for being too drunk. I went out immediately to see if he was OK, and, seeing he was in a pretty bad state, decided I would take him home. As I had come out with my cousin, the bouncer outside assumed I must be drunk too, and told me I was not allowed to re-enter the premises. When trying to explain to him that I was not drunk, but needed to go back inside to get my coat from the cloakroom, I was told again (rather more harshly) that I was no longer allowed back in. I tried to call a friend, who was inside the club, but the reception in the venue was terrible and I was unable to get through. Meanwhile, my cousin had started to fall asleep in a chair outside, and was promptly "escorted" to the pavement outside the club. I needed to get him in a cab and get him home, so I text my friend and explained the situation, hoping she would be able to get my coat for me.
The next day, my friend called to say she had only just received my text as she'd turned her phone off. With the venue being closed on Sunday, I decided to get in touch first thing on Monday. Several phone calls and emails later, I finally got the following response from a staff member (the next day):
"I have checked our cloakroom and unfortunately I am unable to locate your coat. The only other option is that someone else has taken it by mistake/stolen it on the night. Again I apologise for this but belongings are left at customers own risk."
In her response, she completely failed to recognise that I hadn't "left" my coat behind, I was unable to get it due to not being allowed to re-enter the venue.
I want to write to the venue and complain, however I wondered whether anyone was aware of my rights in this particular situation? The only additional fact that may make a difference in this case is that the venue is hired out by the company that hosts the club night on Saturday nights - should I be writing to them instead? Or should I write to both?
The next day, my friend called to say she had only just received my text as she'd turned her phone off. With the venue being closed on Sunday, I decided to get in touch first thing on Monday. Several phone calls and emails later, I finally got the following response from a staff member (the next day):
"I have checked our cloakroom and unfortunately I am unable to locate your coat. The only other option is that someone else has taken it by mistake/stolen it on the night. Again I apologise for this but belongings are left at customers own risk."
In her response, she completely failed to recognise that I hadn't "left" my coat behind, I was unable to get it due to not being allowed to re-enter the venue.
I want to write to the venue and complain, however I wondered whether anyone was aware of my rights in this particular situation? The only additional fact that may make a difference in this case is that the venue is hired out by the company that hosts the club night on Saturday nights - should I be writing to them instead? Or should I write to both?
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