Quentin Zoo hotel

The room seemed fine at first, but water flooded the bathroom after we showered. There was a huge gap under the shower door, and we didn’t realize how much water had escaped until we were done. Since it was late, we used towels to contain it and went to bed. By morning, there was more water, this time around the toilet, and we saw it running down the wall. We thought there might be a burst pipe or a serious leak inside the wall. We reported it to reception at about 12:30 p.m. before going out for the day. When we got back around 11 p.m., the window had been left wide open despite it being around 0°C outside, and the room was extremely cold. There was water on the bathroom floor around the toilet again. Exhausted, we put down more towels and tried to sleep. The next morning, we reported it again to the same receptionist. We were told we were “supposed to turn on the bathroom heating” to stop water coming through the walls. Nobody had told us this during our stay, and we couldn’t find any visible control or instructions for a bathroom heater. We checked out that day, so there was nothing we could do to test it anyway. We also asked why the window had been left open for so many hours in freezing weather. They said it was for ventilation after the water had been cleaned earlier that day. The water didn’t have any particular smell, so there was no reason to leave the window open for almost 12 hours. It made the room uncomfortably cold, especially with no guarantee the heat would stay on. We were told the heater had later been turned off because we’d left it off earlier, but that doesn’t justify leaving the room unheated with the window open. They supposedly turned on the heat while the window was open, then switched it off around 4 p.m. Why not close the window then? None of it makes sense. These problems affected our comfort, rest, and whole stay. The room didn’t meet an acceptable standard, and the situation was handled badly. We contacted Booking.com for an appropriate refund, but they said the hotel wouldn’t comply, so they couldn’t refund us. We spent two nights with a flooded bathroom, and water was also getting into the actual room under the bathroom door. It wasn’t fun.