Travelodge (UK) Customer Service Issues

Dear Sir/Madam, I am writing to address an issue I encountered regarding my hotel booking at Travelodge. Several days prior to my check-in date of 30/05/[redacted], I was informed that my reservation needed to be canceled due to the Covid-19 lockdown regulations by one of your staff members. I was given the option of a credit voucher or a refund, with the latter having a longer processing time. On 21/05/[redacted], I received an email offering a credit voucher for the full amount of my reservation plus an additional 25%. After following the link provided to accept the voucher, I was notified that I would receive the voucher via email shortly, which I am yet to receive. I kindly request the expedited issuance of the credit voucher, which I anticipate to be £94.99 including the additional 25%. As I could not find a direct email contact and wished to avoid incurring phone charges, I chose to raise this as a formal complaint. I await your swift response to this matter and request further correspondence be directed to this email address for record-keeping purposes. Sincerely, G. McGurk Reservation/Booking Reference: [redacted] Hotel Location: Stratford Upon Avon

A few weeks ago, I stayed at the Travel Lodge in Blackpool. Unfortunately, I left behind my Apple AirPods in the room. After calling the hotel, I was promised a callback from a staff member to check on my lost item. However, despite several follow-up calls, no one got back to me as promised. Each time I reached out, I faced delays and unfulfilled assurances. The final frustrating response I received was that my AirPods were likely already taken by the cleaning staff. This entire process wasted my time and caused me a lot of inconvenience. I wish the staff had followed through on their commitments or allowed me to retrieve my belongings promptly to avoid this ordeal.

I have a case number #15[redacted]. I attempted to use the website without success. Upon contacting the phone number provided, I was advised to reach out to you for assistance with a refund. The booking, made in January for a 2-night stay on November 2nd at Brighton Seafront, is for Yvonne [redacted] (booking ID: [redacted]) and my sister, Heather [redacted] (booking ID: [redacted]). Due to unforeseen circumstances - my sister's husband's upcoming heart surgery and the escalating Covid restrictions in their area (Manchester, Liverpool) requiring isolation before the operation - we are unable to proceed with the trip. Although I could view my booking online, I encountered difficulty accessing hers. The online system mentioned issuing a voucher, but we prefer full cancellations. Your prompt assistance in this matter would be greatly appreciated, given the ongoing uncertainties affecting travel plans. Apologies for the lengthy explanation, but the complexity of the situation necessitates clarity. I have been unsuccessful with the live chat and contact form. Thank you.

Dear Team, I recently stayed at Travelodge on Queen St, Edinburgh on 18/09/20. Unfortunately, our room [redacted] was quite dirty upon arrival, so I took the initiative to clean it myself after paying £25.47. Additionally, I noticed that the toilet seat was extremely loose. The following day, 19/09/20, I sustained a cut on my index finger from the sharp edge of the toilet holder. Despite informing the staff member on duty at 8.20am, their response seemed lackluster. They mentioned sending a cleaning staff member to inspect, but given my previous experience with the cleanliness of the room, I am skeptical. I am deeply disappointed by these issues, especially during the current Covid-19 pandemic when cleanliness and safety measures are essential. The room was booked under the name Rodley. I am eager to receive a prompt and satisfactory response regarding this troubling situation. Thank you for your attention to this matter. Best regards, Karen G. - Rodley

In January, I made a booking for 2 nights at Learmonth Edinburgh for around £75 to attend a conference that got canceled due to COVID-19. Since it was a saver rate, changing the dates to October 8th and 9th, [redacted], was the only option, albeit with an extra charge of £55. Now, with the government advising against non-essential travel, we are in a tough spot. Discovering Travelodge's offer of credit vouchers for stays affected by COVID-19 between March 19th and December 30th, [redacted], we regret not taking this option earlier. We prefer receiving £[redacted].99 in vouchers usable at any Travelodge instead of picking uncertain dates again. We have informed Learmonth of our cancellation and filed a query on your website (Case no. #15[redacted]). Ironically, Premier Inn swiftly refunded a similar saver rate booking in March without any issues. A positive resolution from Travelodge will greatly influence my future patronage and perception of your brand.

Hello, my name is Amanda T. I am reaching out from Loyne Specialist School in Lancaster. Unfortunately, due to the ongoing Covid situation, our traditional Christmas events are not possible this year. To adapt, our Further Education Department has suggested an E-Raffle to keep everyone safe. We are kindly asking for support from companies like yours by offering E-Vouchers or email links as prizes. We understand that times are tough, but any assistance would be greatly appreciated. Ticket sales will be conducted online through our student-run enterprise website. If digital support is not feasible, I can arrange to collect a physical voucher. Thank you for considering our request. Best regards.

I made a booking at Milton Keynes Central for tonight and tomorrow, but the confirmation came with the wrong dates. I called to amend it and was told of a charge due to a system glitch. The booking was corrected, but I believe the fee should be refunded due to the error. I have emailed customer service with no response, and although I stayed an extra night, I am now leaving the hotel and unable to receive a credit. I expected a quicker resolution given the circumstances, and I'm curious about how the additional costs will be addressed. Thank you.

Regarding booking number [redacted], I reserved a room for October 14th and 15th at Milton Keynes Central. However, upon receiving the confirmation email, it showed dates for October 27th and 29th. I contacted the provided number to rectify this error and was informed of a £14-£15 charge to amend the dates due to a system glitch. Despite being assured by the agent that it was not my fault, I had to bear the cost to correct the dates. As a result, I am not pleased with having to pay extra for a mistake that was not mine. I had to pay for the alteration despite the error being on your end. I have already stayed at the hotel without any resolution, so a credit for the additional nights is not possible. I am seeking clarification on how these additional costs will be addressed. Thank you for your attention to this matter.

My spouse and I had a stay at the Maldon Travelodge on 09/10/20. The hotel is new and nice, but we endured a disruptive night due to loud noises from other guests. After the manager explained that the police were called on rowdy occupants, we were assured a refund would be arranged. Despite filling out the feedback form as requested, we haven't received any updates regarding the refund. I eagerly anticipate your reply on this matter. Sincerely, Mrs. P. Way. Invoice: WB[redacted]1 dated 09/10/20 for £47.99. Confirmation No: [redacted].

I spoke with Jacob and his management at Bath Central Travelodge yesterday, and they suggested I contact you regarding issuing e-vouchers for 2 nights. Originally, I had booked to stay on Wednesday 4th and Thursday 5th November, but due to the government's COVID announcement, I had to cancel the Thursday stay. They kindly rescheduled my booking for Monday, 2nd November, to visit our daughter at the uni before lockdown. After receiving confirmation via email from Jacob, our daughter informed us of a possible COVID exposure, and we had to cancel our stay. Bath Central recommended reaching out to you for e-vouchers. My original booking number was [redacted], and I have not received a new booking number for the Monday night amendment. The e-voucher can be sent to my Travelodge account registered under [redacted] We are very disappointed and hope to rebook when circumstances allow. Thank you. Best regards, C. Clarke.

Following several discussions with Jacob and the senior management team at Bath Central Travelodge, I was advised to contact Travelodge customer services online for voucher issuance. Due to new Covid regulations, our original 2-night booking on November 4th and 5th needed to be changed to just one night on November 2nd to see our daughter at university before lockdown. However, our daughter had to self-isolate last minute. The original booking references were [redacted] and invoice number WB[redacted]0 with a total payment of £64.98. I didn't receive a confirmation for the revised Monday booking, but only an email from Jacob at Bath Central Travelodge. I kindly request a prompt resolution during these challenging times, so my spouse and I can use the vouchers at the earliest opportunity to visit our daughter legally.

Hello, we made a reservation at your Morecambe Lodge for three nights from August 24th for the bank holiday until the 27th on the flexi rate. The total cost was £[redacted]. Unfortunately, on the first night, we encountered issues with local beggars outside the hotel and were advised by the receptionist to find alternative accommodation. We ended up booking at your Lancaster Travelodge for the remaining two nights at an extra cost of £74. The receptionist assured us we would be refunded for the two nights we didn't stay, but we have yet to receive it. I contacted Morecambe and was asked for my confirmation number, which I can't locate. However, I have proof of the booking in my bank account. Can you please follow up on this matter for me? My name is Mrs. Carol Mellett. Thank you.

I need assistance obtaining a hard copy of the receipt for a cancelled booking at Travel Lodge Clapham Junction. Unfortunately, I was unable to collect the receipt due to the late cancellation. I contacted the hotel, but they provided a number for Central Reservations rather than Customer Service, which I tried without success. Emailing Customer Service only resulted in an automated response redirecting me back to the hotel. My attempts to view the invoice online were also unsuccessful as I couldn't create an account. This experience has left me feeling frustrated, and I'm now reconsidering using Travel Lodge in the future.

I had a reservation at Dartford hotel for December 11th and 12th, [redacted]. I received an email informing me that due to Tier 3 restrictions, the hotel is closed to social guests. I opted for a refund or a voucher with 25% added value. However, I have yet to receive any email with the voucher information. I need this promptly as I plan to rebook for December 26th and 27th. My confirmation number is [redacted]. Thank you. Sincerely, David Myerson.

I had a two-night booking at Travelodge over Christmas. Despite trying various contact methods, I could only locate a premium phone number. When attempting the live chat, I received automated responses suggesting I speak with someone. Unfortunately, the chat page repeatedly disappeared. I had to cancel my booking as I discovered the Travelodge I booked was closed, and I made a new reservation elsewhere. Even though I had booked a saver rate, I believe I should receive a refund due to the closure of the location.

I have received a Travelodge Cancellation Voucher worth £[redacted].96. Unfortunately, my husband has passed away suddenly, leaving me unable to utilize the voucher due to being homebound amidst the pandemic as a 70-year-old pensioner with underlying health issues. Is it possible to request a refund under these circumstances?

During my recent seven-night stay at Travelodge in Brighton on West Road, I initially encountered some issues with noise and a non-functional shower in my room. The receptionist was able to resolve these problems after I requested a room change. However, following this, I noticed a shift in the staff's attitude towards me. They became unfriendly and unwelcoming, making me feel uncomfortable whenever I passed by the reception area. Additionally, there were individuals smoking near the main entrance, making it difficult to enter the hotel. On the day of my checkout, there was no one present at the reception desk, further adding to my disappointment. Due to these experiences, I have decided not to patronize this hotel again in the future and will not be recommending it to others.

Hello, I made a reservation at a hotel in Hounslow for 2 nights over Christmas. The government website indicates we can stay in a hotel between the 23rd and 26th. However, upon contacting the Hounslow hotel, they mentioned they could not honor my booking due to this reason. I would like to cancel my reservation at the Hounslow hotel. I have been informed that Travelodge in Wood Green is accepting bookings for the Christmas period, so I would like to cancel Hounslow and book Wood Green for the same dates instead. Could you please advise me on how to proceed with this change? Additionally, I am curious about your policy for the Christmas period and why it wasn't visible during my initial reservation process. Thank you.

Subject: Request for Credit Note - Reservation [redacted] Hello, I hope this message finds you well. I had a reservation at Travelodge Heathrow Central recently under reservation number [redacted]. Unfortunately, I had to cancel my stay for the evening of December 20th due to unforeseen circumstances. I understand the cancellation policy for the flex rate requires notification before noon on the day of arrival. As a cabin crew member, sudden schedule changes, especially with the recent tier 4 restrictions, can be challenging to predict. While I understand a refund may not be feasible at this point, I would sincerely appreciate a credit note for future use. I have had pleasant experiences with your accommodating staff at Heathrow Central during my previous stays on December 18th and 19th. Their warmth and helpfulness have made Travelodge my preferred choice for accommodation after long workdays. Please feel free to reach out if you need any additional information from me. Thank you for your understanding and assistance. Warm regards, A. Chick

Good afternoon. I live in Cardiff, and my friend and his wife have invited me for Christmas Day at their apartment in Cardiff Bay. They have also booked a room for me at the Travelodge nearby for the evening, leaving on Boxing Day morning. I would like to know if this type of booking is allowed under the prestige rules. I would appreciate your prompt response. Thank you, Regards, Kevin L.