Hotel guests negligence caused flood damage
Hi all. Had a company director book two rooms for his staff. We have just reopened after spring cleaning and winter break. The two guests were lovely, until thus evening. One of them came down and said i am worried i have flooded your rooms as i have been on the phone and forgot the shower was running on full power for twenty minutes or more.
he said when he came in the water wasnt draining as quick as it should he put his hand over drain and released and the water went quicker, so obviously not blocked fully. When i checked it the water ran freely down drain.
i said politely and calmy that it has gone through three floors, wet carpets, wet beds, holes in ceilings etc, and that he had been negligent in my opinion. He was fine and so apologetic , he was quite genuine. I have been calm and polite
i told the guest i must call the boss and tell him, which i did. The boss told me i was at fault as my drain didnt work and his employee had a right to go out and make a phone call with the shower left on. He said i should put up signs saying dont leave room with water running as drains dont work, what a pleasant individual he was.
i told him he was responsible for the issue as he had booked under the terms and conditions etc, he said i need to check the legal position as i was to blame. I advised him to find other accommodation now as i needed to try and assess the damage to the rooms and would take legal action against him accordingly.
So first question is this, i am right about the guests negligence?. He has no right to leave a shower running unattended for that time?.
and the thing that sickens me after 15 years of working with booking com and having a top guest house with a 9.6 review score is that on calling them i received no support whatsoever, they told me if the guy puts a review of 0 out of 10 the review would stay! I feel like giving up and selling because of their response and this whole issue!,, we work so hard and earn every review with sweat blood and tears, and i expected support on this in so far as this guy will put a bad review out of spite and they will allow after the damage caused by his employees
any thoughts feedback welcome