Travelodge (UK) Customer Service Issues

Good afternoon, I booked a two-night stay for tonight and tomorrow (18th-19th) with an early check-in at 12 pm. Upon arriving at the car park, there was no one at the desk. My wife returned at 12 pm and waited for over 15 to 20 minutes with no staff present. Despite calling out and attempting the number listed on the desk, we received no response. This visit was meant to celebrate our 15th wedding anniversary as key workers, expecting a pleasant stay. Unfortunately, we have paid for a room we cannot access due to lack of assistance. This poor customer service has dampened the start of our anniversary. I hope someone can address this issue as I am disappointed by the service provided. Regards, Mr. and Mrs. Henley

Good evening, I have a reservation from 2-5 August [redacted] with booking references [redacted] and [redacted]90. Unfortunately, both bookings are non-refundable. Upon researching the area, I discovered that the Chester Central Hotel has a nightclub on the premises, causing noise until 2:00 am every night. As a 74-year-old, this situation is concerning, and I am requesting a change of location in Chester for my family with two rooms booked. I hope the hotel can consider this request, as this arrangement impacts the quality of our stay. Kind regards, Barry Kendall

Subject: Urgent Hotel Room Hygiene Concern I am writing to address a distressing issue I encountered during my recent stay at a hotel. Upon arriving at the room, I discovered a strong odor of urine. Upon further investigation, I found the mattress to be soaked in dried urine, posing a serious health hazard amidst the current Covid situation. Additionally, there were cleanliness issues throughout the room including mildew on the carpet and poorly maintained toilets. Despite alerting staff, the response fell short of addressing the severity of the situation. The follow-up from the manager was unsatisfactory, as she simply arranged for the mattress to be removed without fully inspecting the room. I am deeply disappointed by the lack of hygiene standards, especially during these times. I have photographic evidence of the conditions and seek compensation for the distress caused and potential health risks I faced during my stay at the Travel Lodge in London Croydon, Surrey. I kindly request your prompt attention to this matter and hope for a resolution accordingly. Best regards, Gary N. [redacted] 27 Solent Way, Milford On Sea Lymington SO41 0TE

Our hotel reservation was canceled due to covid, and we were issued a voucher "COVHFP8JW0K" to use for another booking. However, when trying to book a room for tonight, we are encountering issues with the voucher being invalid. We need to utilize this voucher by the end of the month for our upcoming wedding anniversary on the 29th. Hi, Your reservation has been canceled. Kindly note that if you have multiple bookings, they will need to be canceled individually. You can manage your bookings using your confirmation number by logging into My Travelodge. Please make sure to use Voucher Code: COVHFP8JW0K. Your Saver Rate Cancellation Voucher for £54.99 is applicable for future direct bookings. Confirmation Number: [redacted] Cancellation Number: [redacted] Guest Name: C. Hind Hotel: Thame Rate: Saver Check-in: 28 May [redacted] Check out: 29 May [redacted] Room Type: Double (Non-smoking) Room Cost: £44.99 Room Extras: - Early check-in from 12 pm for £10.00 - SMS confirmation for £0.00

Subject: Request for COVID Cancellation Dear Sir/Madam, I hope this message finds you well. Booking Reference: [redacted] I had a reservation at your Chester-le-Street hotel for 5 nights starting today. Unfortunately, a family member tested positive for COVID, requiring me to isolate. I kindly request the cancellation of my booking and a refund. My account details are as follows: Bank: Santander Sort Code: 09-01-28 Account Name: Mr. J J Lennon Account Number: [redacted]0 I appreciate your prompt assistance on this matter. Thank you for your understanding. Best regards, John J. Lennon [redacted] Sent from Mail for Windows 10

I regularly stay at your hotels without any problems, but recently encountered an issue when trying to book two stays - Warrington Gemini for 3 nights and Altrincham for 3 nights. Although the payment was taken from my card, no booking was confirmed. While I appreciate the refund process, I encountered difficulties rebooking due to increased prices on the website and technical issues causing crashes. When I called to ensure the initial price would be honored, I was informed that I would have to pay more for booking over the phone. I believe the additional charge should have been waived, and I should have been able to book at the original price without incurring extra costs since the error was not on my end.

My daughter made a reservation at a travel lodge for NHS Uni work experience from November 14, [redacted], to December 4, [redacted]. She recently discovered that she needs to be at a different location, Hertfordshire Partnership Uni NHS fun (Lister Hospital) in Stevenage SG1 4AB, which was only communicated to her yesterday. The Uni did not specify the different sites for the Hertfordshire Uni NHS fund initially. It appears she accidentally selected the non-refundable option. A request as an NHS student is made to consider providing accommodation closer to Stevenage, SG1 4AB, as a goodwill gesture toward a future NHS staff member. This is her first online booking, and she made an error. Assistance is sought due to concerns about late shifts at the Uni and not wanting her to travel alone at night in an unfamiliar place after a long shift at the NHS hospital. It would be greatly appreciated if a solution could be found for this situation, considering the effort she put into saving for this opportunity. The booking reference number is: [redacted].

Dear Sir/Madam, I am reaching out to you for assistance regarding my current situation. I am an NHS employee undertaking a master's degree in Physician Associate at St. George's University. I was scheduled to complete a 3-week placement at the Hertfordshire Partnership NHS Trust in the mental health Institute. However, I reside in East London, making the commute to the hospital costly and inconvenient. To address this issue, I chose Travelodge accommodation in St Albans. Unfortunately, I was later informed that my placement had been changed to the Stevenage site at Lister Hospital (postcode SG1 4AB). Given the considerable distance and late shifts involved, the original booking in St Albans is no longer viable. Regrettably, my attempt to rectify the booking error with Travelodge's help team was unsuccessful. Despite selecting a refundable option, the booking was erroneously marked as non-refundable. I kindly request your assistance in resolving this matter by either facilitating a refund or relocating my stay to a Travelodge nearer to Lister Hospital. Thank you for considering my request. Best regards, Krishna Patel

I recently made a reservation for a one-night stay at Perry Bar Travelodge. Initially, everything seemed fine, but around 6-7pm, I heard scratching noises coming from the floorboards near the door. To my horror, it turned out to be live mice. This was extremely upsetting and unacceptable. The presence of mice made it impossible for me to stay and I had to leave. I request a refund for this unpleasant experience. I have documented what happened and am willing to share this information to address the issue. Please get in touch with me at your earliest convenience to discuss a reimbursement and to provide further evidence. I believe Travelodge is a reputable brand, and I hope we can resolve this matter. Thank you, Sami Y. [redacted] Email: [redacted]

After browsing online, I excitedly booked a one-night stay at Travel Lodge in Brighton from the 28th to the 29th of August. Unfortunately, I later realized I had accidentally booked for the night of the 27th. Quickly, I cancelled the reservation within 5 minutes, only to discover that for Saver pricing, they have a no-refund policy. Living in London, I couldn't stay on the 27th as my train was scheduled for the following day. Despite contacting the Brighton Travelodge directly and submitting refund forms, they mentioned it's up to the Customer Service department to process it. I'm out £[redacted] for a stay I won't be using, which is difficult, especially during these uncertain times. Mistakes can happen, but clear communication and flexibility are essential for customers, particularly with changing plans due to the ongoing pandemic.

Hello, I recently encountered an issue with my voucher when trying to make a booking. The voucher number is COV2GVIER1C. Here is what happened: I mistakenly used the same voucher code to book two rooms. After realizing the mistake, I cancelled the initial booking, intending to re-book both rooms. Unfortunately, this has caused the voucher to be marked as invalid since it had been partially used. I need assistance with reactivating the voucher so I can successfully make the bookings without any further issues. I just wanted to confirm that no rooms have been booked with the voucher yet. Thank you.

Hello, I am reaching out about a reservation I had scheduled from September 12th to 18th, [redacted]. Unfortunately, I encountered difficulties booking my day 2 & 8 Covid tests before the check-in deadline on the 12th. This caused me to miss my flight and my hotel reservation for that night. I now intend to travel on September 18th and would like to rebook with the same hotel for September 18th to 20th. I am hoping there may be some flexibility since I was unable to utilize my initial booking. It would be greatly appreciated if I could either reschedule for the new dates or receive a discount on a new reservation. After the unexpected expenses from missing my flight, I hope to salvage my booking in some way. Booking Confirmation - [redacted]

I am unsure if this forum is the appropriate platform to report my concerns, as it is quite unclear on the Travel Lodge website. Last night, I stayed at the Pembroke Dock Travel Lodge and unfortunately had a restless night. Upon arrival, I noticed the windows were left open, presumably for Covid safety measures, which is understandable. However, the room was inadequately heated, the bedding was thin, and there were no extra blankets available. Despite a long journey, my hopes for a good night's sleep were dashed. In the morning, as I tried to catch some extra rest, there was a staff member knocking to clean the shower head. I declined, but later when I expressed my preference for no one to enter my room due to Covid concerns, the receptionist insisted it had to be done. I suggested that having better bedding, such as a proper duvet, would have been more beneficial. My experience was frustrating and has soured my much-needed break. At 63, I understand the importance of providing quality accommodation, and this situation is quite ironic.

I booked a room for Sunday, October 10th but received a notice on Friday, October 8th due to my landlord's illegal electricity connection, causing us tenants to face electric issues. We spent a significant amount of money to manage and had to buy electric cards. I have lived in this flat for 7 years without facing such problems until now. The electric company had to cut the wiring, leaving us without electricity for 1 1/2 weeks, forcing us to shower elsewhere. I have a copy of the letter from Leicester City Council about the situation. I am struggling financially as I had to pay rent to the landlord. Despite these challenges, I always choose Travelodge for their exceptional rooms and service.

During my stay at Travelodge Walsall on September 13, [redacted], I had arranged for early check-in and late check-out. Despite this, I experienced an issue with the cleaning staff coming to my room shortly after I arrived, and later, with the staff insisting on early check-out the next day. Additionally, I found the kettle in the room was unclean, which was disappointing. I raised these concerns with the front desk during check-out and was promised compensation of a free night. The manager was supposed to follow up with me, but I have not received any communication yet.

I made a reservation at the Rochdale Travelodge for October 9th and 10th. Upon check-in, there were issues with the key, so I wasn't able to access my room right away. When I finally got in, I found dirty cups and requested to change rooms due to noise. The next morning, I was informed there were no available rooms until the afternoon, which was inconvenient for me as I had work. The staff member seemed upset when I checked my phone while talking to her and refused to give me my room key, citing my supposed rudeness. Despite the misunderstanding, after a delay, I eventually received the key. Upon my return on October 13th, I encountered the same staff member, who declined to check me in and directed me to a complaints line. Unfortunately, they informed me that refunds were not handled by them. Despite promises to move me to Oldham, no action was taken, and I ended up booking another hotel for rest. I am now seeking a refund due to the unsatisfactory experience.

I would like to book a room at GATWICK AIRPORT CENTRAL for one night in May next year on May 9th. My flight is scheduled to land at Gatwick at 10:15 pm, considering possible delays and time for passport control and security, I might arrive at the hotel after midnight on May 10th, [redacted]. I understand the hotel operates on a 24-hour basis due to its location at the airport. I would appreciate confirmation that I will still be able to check in and access my room upon arrival, as long as I check out by the standard check-out time on May 10th. I assume this will not be an issue, but I wanted to confirm before making a reservation. Thank you, Jan R.

I made a reservation and payment for three nights at the Hereford Travelodge. Uncertain of the dates due to visiting my sister-in-law in a hospice, we missed the first night. Upon attempting to check in at 10:30 pm on the second night, I was informed the room was given away, and the hotel was full. This led to a 50-mile round trip to find accommodation for the night. Despite requesting a refund from Travelodge, the saver rate booking makes me ineligible. They mentioned a possible reconsideration with a hospice note. Seeking information for the complaints department yielded the same non-refundable response due to the saver rate. Throughout this experience, the hotel did not contact me regarding my check-in status or the room's reallocation. I believe this issue is contractual, as I paid for the room regardless of use, and Travelodge should not resell it without compensation if I miss the check-in.

On Friday, October 29th, I stayed at Premier Inn East Grinstead for a school reunion. Returning to the hotel at 2:00 AM, I found the front door closed, but managed to enter using my card key. Inside, a man near the stairs made me uneasy, prompting me to rush to the first-floor reception. The night staff member did not acknowledge my discomfort. Feeling vulnerable, I expressed my concerns to the morning receptionist. Although it might not appear significant on CCTV, I hope the hotel addresses this behavior to ensure guests' safety. Sincerely, C. Hall, Room [redacted].

Subject: Complaint Regarding Recent Stay at Bromley Travelodge I am writing to report a concerning experience at the Bromley Travelodge. My partner, 5-year-old daughter, and I had to stay at the hotel last minute due to a personal emergency. Upon arrival around 9 pm, we encountered overwhelming cigarette smells in the corridor leading to our room, which made my daughter sick. The room itself was not suitable for a family, with cramped space and dangerous protruding objects. The unhelpful receptionist was dismissive of our concerns and refused to provide a refund despite the unsatisfactory conditions. The lack of professionalism and inadequate room facilities left us feeling disappointed and distressed. I am requesting a full refund of £60 for this unacceptable experience. Thank you for your attention to this matter. Sincerely, Lucy Eden [redacted] Bromley Travelodge, 3 Gresswell Close, Sidcup Kent, Da14 4ap