I’ve been trying to contact travelodge about this issue since July **th.**I booked a st...
GetHuman-kalaarus's customer service issue with Travelodge from August 2018
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The issue in GetHuman-kalaarus's own words
I’ve been trying to contact travelodge about this issue since July **th.**I booked a stay at travelodge through the travelodge website to stay at the Caerphillly travelodge the evening of the **th (July).**When we made our booking, we selected a double room (as a couple) and made a request to stay on the top floor. All booked and made our way.**When we arrived at the hotel we were greeted by the lady at the desk who was helpful. She told us that we were on the first floor so I mentioned that we had requested top floor and she explained that unfortunately the top floor was fully booked. **We were happy to stay on the ground floor after she explained this. We walked to our room and when opening the door walked forward to the ‘bed’ we had been put in a twin room NOT a double. I went back to the desk to explain I had booked a double room and she told me that there were no double rooms available. I showed her my booking confirmation which stated double room. She apologised and went back to the room to discuss with my partner. When I got back to the room my partner told me to look in the bathroom. I opened the door to find an accessible toilet*shower room. I went straight back to the desk and told the lady that my partner being *ft * was really unhappy to be in that room because he found it difficult to access everything so low down.**The woman at the desk said there was nothing she could do so I asked her if I could have my money back and leave the room. I didn’t expect to be placed in a twin room let alone an accessible one. **She said she couldn’t do that and that I would have to contact the help line to see if they could do anything. They were a premium rate number but I called them because I just wanted to sort it out quick and it was getting later and later.**To cut a long story short we were told that there was nothing we could do and that we had to contact the travelodge live chat. I asked if we could be moved to a different travelodge near the area and after half hour of waiting was offered a room in Cardiff which would have meant paying an extra £** on what we had already paid. **I decided to try the live chat but I’ve had no luck in getting through on it since leaving the hotel.**Today I’m looking for somewhere to stay and travelodge popped up so I thought I’d see if the chat was working - it looks like the site has been taken down and this is a replacement. **I’m hoping to get some luck on here now because I’m a regular travelodge user and I feel so let down and disappointed with the lack of response and poor customer service. It puts me off using travelodge in the future. **Please could you look into this for me. **Thanks, Kala.
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