Travelodge (UK) Customer Service Issues

Dear CEO, I would like to bring to your attention my recent stay at Manchester Central Travelodge from Friday, June 9th at 3:00 pm to Sunday, June 11th at 12:00 pm in room [redacted] with order number [redacted]. Early Saturday morning, we discovered there was no running water in our room. Despite being assured it would be fixed in 4 hours, we had no water for about 24 hours and when it eventually returned, it was discolored. This lack of basic amenities in a high-priced stay of £[redacted] is unacceptable. The conditions experienced were substandard and unsanitary. I am requesting a full refund for the inconveniences faced during my stay. Not being offered free water or given appropriate assistance further added to the disappointment. I believe this falls well below Health and Safety Standards. This experience has made me reconsider using Travelodge in the future. I anticipate a prompt response to this matter. Regards, A. C. Kinney

I had to extend my stay in Worcester due to train delays on Saturday. I was surprised to find out at check-out that breakfast was not included in the online booking made. When I arrived on the 17th of June at 10:30 a.m., there was no mention of the breakfast exclusion at check-in. Although I inquired upon check-in about the deduction for skipping breakfast, I was only informed about it being £9.50. So, I had breakfast elsewhere on the 18th for £4.19. It was only when I returned on Sunday at 10:00 a.m. that I was informed breakfast was not included. I generally avoid additional costs, assuming breakfast would be included as stated in the booking. I requested a refund of £9.50, which I was told would be processed via PayPal. Despite the clean room, I felt £[redacted].99 was not worth it and my experience was disappointing. I have decided not to use Travelodge in the future and requested to have my account deleted post resolving this issue. Thank you. - James Robinson

Hello, As loyal customers, we have recently stayed at your hotel twice this spring. We had a booking at 'Travel Lodge London Central' with reference [redacted] for one night on Sat, June 17th. Upon arrival at room [redacted], we found it to be excessively hot with a non-opening window. The staff explained that the windows in this hotel are sealed shut. Due to the unbearable heat, we couldn't use the room at all and checked out, opting to stay at a nearby Ibis Hotel. In this situation, I believe that providing a fan that merely circulates warm air is insufficient. I kindly request a full refund as the room did not meet our needs. Kind regards, Jane O.

During our stay at Travelodge Coventry from June 20th to June 24th (3 nights), a flood issue in a neighboring room caused water to seep into our room, soaking the carpet and my holdall with new clothes. Unfortunately, my holiday clothes were ruined. Although the staff apologized and offered an e-voucher, it was not a suitable resolution. They assured us they would follow up by June 23rd, but we have not heard from them yet. I am eager for a swift resolution to this matter.

I made a reservation for a hotel room at London Bethnal Green from June 14th to June 15th. I canceled within the flexible terms and got a cancellation number [redacted]. My confirmation number was [redacted]. I have not yet received my refund despite multiple calls and complaints to customer service. Their lack of assistance has been disappointing. I kindly request help to ensure my money is returned. I have been a frequent business traveler with Travelodge but this experience has made me hesitant to continue booking with the company.

Upon our 2 a.m. arrival at the Travelodge Greenwich Hotel in London with two children aged 5 and 9, we were informed that our room was unavailable due to a broken shower. However, we later discovered it was actually a non-functioning toilet and not a destroyed room. After some confusion and a delayed proposal to transfer us to another hotel, we were eventually taken to another Travelodge around 3 a.m. Despite no one being aware of our arrival, we were eventually given a room by 4 a.m. after a series of inconveniences. This experience was by far the worst I have ever encountered, and I am seeking a full refund as I no longer wish to stay at this hotel. Unfortunately, my attempts to reach customer service or booking service have been in vain as there has been no response.

Today, I encountered issues with your system while trying to make a reservation. It took three attempts before it was successful. Initially, it prompted me to re-enter my payment details on the first and second tries. The third attempt, which yielded a confirmation for my reservation ([redacted]), resulted in a double charge. My online banking statement indicated an overcharge of $[redacted].98. I contacted my bank and found that the incorrect payment authorization number is [redacted], while the correct one is [redacted] for reference. I seek information on when the excess payment will be refunded. Thank you, Douglas W.

I recently attempted to make a booking for tonight, 19th July [redacted], at Newcastle Quayside Travel Lodge. I selected a rate that displayed £[redacted], proceeded to pay via PayPal, and subsequently received a confirmation for the booking on the 26th July. Unfortunately, the hotel is fully booked for tonight, and due to the saver rate, I am unable to transfer the booking to another date or receive a refund. It would be helpful if there was a cooling off period to rectify booking errors, similar to the policy offered by Premier Inn. My booking reference is [redacted].

Regarding my recent stay at Liverpool Central The Strand, I experienced a distressing situation when the fire alarm went off repeatedly early in the morning. The lack of communication and staff presence during the incident left a lot to be desired. Many guests, including myself, were left in nightwear without clear instructions or apologies. This disrupted my stay and I believe the situation could have been handled better. I hope to hear back from you regarding this matter. Stay Details: - Location: Liverpool Central The Strand - Duration: 2 nights for 2 guests from 14 July [redacted] to 16 July [redacted] - Room Type: Standard Room Plus - Total Cost: £[redacted].98 (including extras and discounts) Booking Information: - Guest: Debi C. - Booked By: Debi C. - Email: [redacted] - Confirmation Number: [redacted]

I reserved two rooms, one of them being an accessible room, but upon arrival, the accessible room was unavailable. The hotel offered us a family room instead. Unfortunately, my husband, who has mobility and mental health issues, couldn't fit his walking aid through the bathroom door. I had to assist him, using the toilet roll holder as leverage, which was unsafe. We agreed that he would call me if he needed help since we were in adjacent rooms. It was a challenging and uncomfortable night for both of us.

My spouse and I made reservations at the Travelodge Dorking for June 30 and stayed for two nights. We had also arranged for separate rooms for our children on July 1 with the understanding they could check in after a wedding reception. Upon our late arrival after the reception, we were shocked to find out the extra rooms had been given away, and we were offered rooms in Crawley or Guildford instead. Considering the late hour, it was impractical for our children to travel that far. We've been attempting to receive a refund or compensation for a month now, but both customer service and the hotel keep redirecting us back and forth. The previous manager assured us of a refund via email and phone, but has since left the position. We're frustrated with the lack of progress and the inconvenience caused by this situation.

Dear Sir/Madam, I require assistance with our booking number [redacted]. We originally booked for a 2-week stay in September. However, we urgently need to change it to the dates of 20th to 26th. Only my partner, Mrs. Pamela Elliot, has received confirmation for a scheduled hip replacement on the 27th, which we have been waiting for over 2 years. Unfortunately, we cannot afford to miss this important appointment. Mrs. Elliot was anticipating a visit from all 24 of her grandchildren and great-grandchildren during this time. Additionally, we kindly request a reimbursement for the second week's booking. Your understanding and help in this matter would be greatly appreciated. Regards, Barrie.

I would like to file a complaint regarding the manager at the Travelodge hotel on Leisure Way in Lowestoft. Their behavior towards me was extremely rude and they even embarrassed me in front of my colleagues. This type of attitude is completely unacceptable for someone in a position of authority at one of your hotels. So that there is no confusion, the person I am referring to is the dark-haired lady with a nose ring. I am appalled by her actions and believe that it has negatively impacted my mental well-being. I am requesting that appropriate action be taken, such as providing her with customer service training. Thank you, no need to provide a name.

I made a reservation at the Barnsley Travel Lodge for two rooms for three people and a small dog for one night on 08/09/23. My card was charged £[redacted].98. However, after receiving an email from your company, it appears that only one room was booked for us. I would appreciate it if you could rectify this error promptly. My booking reference is [redacted]. I am John M., and you can reach me via email at [redacted]

I was charged £[redacted].47 by Travel Lodge on 26/6/23, and I am unsure of the reason for this charge. I have not used Travel Lodge since last year. My bank advised me to contact you regarding this matter. I have tried calling but was informed that Travel Lodge doesn't have a customer care line, despite using a telephone number found online for customer care. I was advised to communicate in writing, but I would prefer to speak with someone. I am unable to determine which Travel Lodge location this payment is associated with since it was made online. Any assistance would be greatly appreciated. Thank you. Mary (M.L.) Luck.

I attempted to reserve a room at Travelodge Central Tower Bridge for the 27th of July [redacted] with twin beds for one night. I successfully authorized the payment using my credit card, but the process froze. Even though the charge is pending on my credit card statement, the booking is still in my cart on the Travelodge website. I am unsure what steps to take next as I don't want to risk being charged twice. I haven't received a confirmation email for the booking. My name is Samantha D.

Hello, I stayed at Travelodge in Middlesbrough on September 23rd and checked out on the 24th. I had an issue with a mattress that I believe was not cleaned, and only noticed it in the morning. The reception assured me of a voucher for up to one night at any Travelodge in the UK as compensation. They mentioned it might take 4 to 5 weeks to receive the voucher, but I have not received it so far. Could you please look into this matter and provide me with an update? Thank you. Sincerely, Mr. Chris M.

I recently stayed at the Travelodge in Weston-super-Mare and had a disappointing experience. We arrived late and waited an hour for our meal, only to find it cold and poorly prepared because the cook was off duty. The staff admitted they were not trained to cook, which was concerning. This lack of professionalism is not acceptable, especially considering the lack of food safety practices. We were left with no option but to seek food elsewhere, which inconvenienced us. This incident has soured my opinion of this Travelodge, as we rely on this chain often. I hope this issue will be addressed to prevent such occurrences in the future. Thank you for your attention to this matter. - C.N.