Liva Hotel

Dear Sir or Madam, We are making a formal complaint about a very serious incident during our stay on 24 December 2025. It completely ruined our stay and the Christmas and New Year period. The receptionist refused to check the kettle provided to us, even though it was visibly dirty and the water had a strong, vinegar-like taste. Despite our immediate concerns, the water wasn't inspected, tested, or replaced. After drinking it, we felt significant physical discomfort and had serious reason to suspect the water was contaminated or potentially hazardous. Because of how serious the situation seemed, we had to contact the police. The employee was dismissive, unprofessional, and inappropriate throughout the exchange. Rather than deal with the problem responsibly, she accused us of being aggressive. The responding police officers clearly dismissed that allegation and were themselves astonished by what had happened. We had also been explicitly promised a complimentary breakfast the day before as compensation. The following day, Administrator refused to provide it, saying she needed to speak with management, but she also refused to contact them or escalate the matter. That denied us a benefit we had been promised. These actions and failures amount to a serious breach of the duty of care, a failure to meet basic health and safety obligations and provide the agreed service, and a misrepresentation of facts to law enforcement. The incident caused significant distress, health concerns, loss of enjoyment, and completely disrupted our holiday during a time of particular personal and cultural importance. We formally request a full or substantial refund of the costs of our stay, along with appropriate financial compensation for the distress, health concerns, loss of enjoyment, and inconvenience caused by the incident and staff conduct. Please send us a written proposal for refund and compensation, together with your formal response.