I booked a travel lodge for me and my husband of whom is disabled, the room I booked wa...

GetHuman3760784's customer service issue with Travelodge (UK) from October 2019

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The issue in GetHuman3760784's own words
I booked a travel lodge for me and my husband of whom is disabled, the room I booked was a disabled room we travel * hours to this travel lodge on Saturday **th October for an event we were having nearby on Sunday**th October *The hotel we stayed in was Ashford *Guest Name Tammy Buck *Cost £**.** *Confirmation Number ********** *I went to the desk upon arrival and was greeted by Jordan and Simmone both very nice ladies was asked instantly id I required the disabled room I had booked and I replied of course i do that's why I booked it, I was told by Simmone that all the lower floor rooms had already been taken and the only ones available were on the next level I said that is fine you have a lift and was told yes we do but it is not working !!! so I continued to ask how many steps were there to climb I was shown and there was at least ** no way was my husband going to manage these, so I told them no,,, they said they had a room on the lower level I could have but it was not a disabled room so I replied this is fine but we have just driven * hours and know I am having to stay in room where my husband cannot access the shower after our long journey, all we wanted was food shower and bed ready for our day on sunday,, and this had then became something we could not do.**I am extremely disappointed that you are still in the position where you are still selling DISABLED rooms that are on a *nd level with no ACCESS other than stairs as your lift I am lead to believe has been out of order for * weeks ???? this is a disgrace.**I am not very happy with what I was given upon arrival with the room of which was room ** that possibly could do with a little tidy up, tissue on floor under bed, mould on the ceiling in the bathroom, dirt under the sink in bathroom, ** I have used travelodge many times over the years but this experience has left me very annoyed. **My husband is in constant pain and on many tablets for his condition so to warrant staying somewhere that can cater for our needs is very important and you have not fulfilled it this time ** I would like a full refund of my room costing £**.** along with a good will gesture of a free room (BUT IM SURE I WONT GET THAT) **I WOULD LIKE A RESPONSE WITH AMMEDIATE AFFECT **Regards Tammy

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Travelodge (UK)

Customer service issue
Reported by GetHuman3760784
Oct 14th, 2019 - 2 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 915 others
0 customers following this

Timeline

GetHuman3760784 started working on this issue
Oct 14th, 2019 8:36am
GetHuman3760784 indicated the issue is not fixed yet.
Oct 15th, 2019 8:48am