A LoyaltyLobby reader sent us a question about whether they should ask for compensation from a Holiday Inn due to not having beach access for the duration of the stay due to a wastewater leak.
You can access Holiday Inn Nice – Saint Laurent du Var’s website here.
Here’s the email from the reader:
I stayed 3 night in NIzza, Saint Laurent du Val, IHG beach hotel on reward nights and spent appr. 120.000 points.
I am IHG Spire and the hotel was great to upgrade to a see-view room for the whole family for free.
I booked this hotel and spent appr. 40.000 points per night due to the private beach acess.
Unfortunately before our arrival there was some fire or accident in the waste water station of Saint Laurent. As far as u understood , waste water of the city was flowing in the sea without cleaning. The beach had red flag because the water was not clean and could cause skin problem.
During our whole stay (3 days) we could not use the beach , which wad the main reason to spend 120.000 points. I do not want to be unfair with Holiday Inn, because they were great with us but i felt wasting of lot of point for nothing. I could have stay in 1 km distance in Holiday Inn Express , getting free breakfast and spending 50% less points.
Question/Concludion: do you think it is fair to ask for compensation in points from IHG? I could ask the hotel but they are not guilty. What would you recomend?
The hotel certainly looks nice and promotes their beach:
I think that this is a tricky situation.
Suppose the hotel knew about the situation day or two before the stay. In that case, the hotel should have informed the situation surrounding the beach access and let the guests decide whether they would like to move their reservation to another property or go ahead with their stay.
The beach access is of importance during the summer and the main selling point for many hotels. But, unfortunately, the situation with the wastewater incident is beyond the hotel’s control.
The best course of action probably would have been to request the hotel to cancel the stay without a penalty and rebook with the HIX or some other acceptable option.
As long as the issue was out of the hotel’s control and it hadn’t been going on for days (the hotel could have informed incoming guests), there is no compensation due.
Sometimes it makes sense to cancel a stay and move elsewhere if the hotel is not up to their branding or there is an issue with the services they can provide.
There is no point in staying at a beach hotel during the European summer if the beach is inaccessible due to a wastewater leak, right?
At the same time, due to the issue being out of the hotel’s control, there is no compensation requirement by the hotel.