We booked the Ibis Budget (Val d'Europe) for a trip to Disneyland Paris for my daughter's first birthday. Upon checking in to the Ibis Budget, I was shocked at the utter state of disrepair the room was in. Dirty blinds, peeling paint. We were absolutely gutted, my wife was very upset and I felt awful as I had organised it as a surprise. More worrying was a leaking pipe, which had left water all over the floor. I notified reception and we went out for dinner.
We got back two hours later: my daughter ran through the door and slipped on the water (which still had not been attended to) hitting her head. Whilst she cried a lot, luckily there wasn't a serious injury.
I had contacted hotels.com on live chat on the app - they couldn't guarantee I'd get a refund if I checked out early and went to a completely different hotel. I complained to the hotel and they said the only solution was to move me next door to the Ibis, at a cost of £91. To be honest, given the state of the room and the fact it had nearly caused injury, I was shocked that they weren't doing this free of charge. I was in a position where I needed a safe room for my family, so I had no choice but to pay it and move next door.
Upon my return, I contacted you to complain. I'm happy for you to listen to the phone call - I was promised a refund. I was also promised a response in 72 hours. I had to chase this a whole week later. Because the manager didn't respond, you aren't able to offer a refund. But offered £25 in re