I was not given a room and had to spend the night sitting * dozing in the lounge area...

GetHuman1318673's customer service issue with Travelodge (UK) from October 2018

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The issue in GetHuman1318673's own words
I was not given a room and had to spend the night sitting * dozing in the lounge area. Several other customers had the same problem. The staff were completely unsympathetic and even hostile to customers, even though the fault was entirely on the side of Travelodge (computers failed so rooms couldn’t be allocated). Hotel was London Kings Cross Royal Scot, night of ** October. **In my case there was a problem with my booking- registered as a request but not confirmed. (Number ******** booked with Claritytm.co.uk under UK government booking system. My name: Nigel Bellingham). However I had dropped my bag that morning and the receptionist promised to look into the matter and call or email me. She did neither. **When I arrived at the hotel at approx **pm I was told of the computer problem and asked to wait - I was told it would be **-** minutes. Several other people were waiting. **After about one hour I was told the hotel staff were contacting other Travelodges to find alternative accommodation for us (approx ** people). During this time staff asked several times to see my booking confirmation. They told me they couldn’t find my reservation but at no point suggested that this would prevent them allocating me a room. Finally - not sure of the time but certainly after * am - at my prompting staff admitted they could do nothing for me. They suggested I contact the booking agent - clearly impossible at that time, as was the option of going elsewhere. Throughout this time the main person I and others spoke to showed no concern for our situation, refused to call his supervisor, refused to issue a letter as requested by other customers to allow them to reclaim additional costs from their employers. He was combatative, if not downright rude and aggressive. Eventually, at about * am he informed guests that he had found rooms in High Wycombe and would arrange a taxi. It was not clear if this would apply to me. I went around the corner and dozed off. When I woke I realised the other customers had left in a taxi and I had no choice but to spend the night in the waiting area. Two other customers had decided to do the same, presumably because this was preferable to a * hr each way drive to another hotel. We were given no assistance to make ourselves comfortable - no pillows or blankets were offered- and in fact we were told that we would have to leave by *am as that was when the manager would arrive. Clearly the member of staff was more concerned about upsetting his manager than in looking after guests who were suffering significant discomfort due to a failure in Travelodges systems. **I consider this to be a quite appalling failure, both the lack of a back up for computer failure and the disgraceful lack of concern for customers. While there was a complication in my booking the staff made no effort to help me make alternative arrangements, hid from me the truth of my situation until it was too late to do anything about it, and showed a complete lack of concern for the discomfort I faced.

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Travelodge (UK)

Customer service issue
Reported by GetHuman1318673
Oct 11th, 2018 - 3 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 135 others
0 customers following this


GetHuman1318673 started working on this issue
Oct 11th, 2018 1:59pm

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