# Hotel Complaint — Unheated Room and Partial Refund
Date: 19 October 2026
Parties and reference: Guest: Maya Ellis, 5 Example Terrace, Sheffield. To manager, Example Riverside Hotel Ltd, 18 River Example Road, York. Booking EXAMPLE-HOT-1009; room 204; two adults, 9–11 October 2026.
## 1. Booking and promised service
I booked directly with the hotel on 2 September for two nights at £120 per night, paying £240 in full. Your confirmation describes a heated double room with a private bathroom; a copy and the relevant listing screenshot are enclosed. This was accommodation only, not a package holiday. The room heating did not work on the first evening despite the controls being set as instructed, and the room was uncomfortably cold. I do not complain about the second night after the repair.
## 2. Notification and opportunity to remedy
I reported the fault to reception at 20:10 on Friday 9 October and again at 21:05. Reception recorded that no alternative room or portable heater was available. Maintenance attended on Saturday morning and restored heating at 11:30 on 10 October. We stayed because reception could not offer another room and an immediate late-night move was impractical; this did not mean that we accepted the first night's defective service. Please preserve the reception log and maintenance record and let me know if your account differs.
## 3. Requested reduction and actual expense
I request a £60 reduction, representing half of the affected first night's £120 price, and reimbursement of £18 for an extra blanket bought nearby after reporting the fault, supported by the enclosed receipt. The requested total is £78. This is a reasoned settlement proposal, not a statutory fixed tariff or an entitlement to a full two-night refund. If you dispute necessity or the proposed proportion, explain your assessment and offer an appropriate remedy. No loss is claimed twice and no amount is added for hypothetical future stays.
## 4. Consumer basis and response
The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill, and relevant information about the service may be binding. Where the statutory conditions are met, repeat performance or an appropriate price reduction may be available; the lost comfort of a past night cannot simply be repeated afterwards. Please respond substantively by 2 November 2026, a requested response date rather than a court deadline, and refund any agreed amount to the original payment method. Please do not substitute a voucher without my agreement.
## 5. Evidence and escalation
Enclosures are the booking terms, payment receipt, time-stamped photographs of the heating controls, my contemporaneous note and blanket receipt. If unresolved, please supply your final position and details of any appropriate ADR body, including whether you are obliged or willing to participate. I may seek consumer advice before considering a proportionate claim; ADR participation and recovery of every requested item are not assumed. This letter is not marked without prejudice because I may need to rely on this factual complaint. Signed Maya Ellis, 19 October 2026; maya.ellis@example.com.