Travelodge (UK) Customer Service Issues

Hello, I made a booking for one night on November 16th and traveled from Cornwall. Upon checking in, we provided our name before I went to sleep. However, 1.5 hours later, there was a loud knock on the door. Initially thinking it was a joke, I ignored it, but after a louder knock, I opened the door to find the receptionist asking for my name again, which was surprising. Later at 10 pm, the fire alarm went off, causing me to get dressed once more and head downstairs with no staff assistance. The receptionist seemed unsure during the evacuation, adding to the confusion. Following the alarm, the noise from the next-door room disrupted my sleep before a crucial company meeting. It was a disappointing experience, and I hope for a resolution to ensure this does not happen again.

I have a booking at The Regent Hotel in Leamington Spa from today, the 26th of November, for 3 nights. Unfortunately, our flight from Inverness to Birmingham was canceled due to weather conditions. We rescheduled the flight for next Friday, the 3rd of December, and tried to amend our hotel booking to the same dates. The hotel informed us that we needed to cancel before 12 today to make changes. This was not possible as the flight cancellation was out of our control. We are concerned about losing £[redacted] and having to book another hotel. Please assist us with this situation. Thank you.

I made a reservation this week at Mansfield: booking number [redacted]. I have multiple sclerosis and use a power wheelchair. While booking, I requested a disabled room and was advised to contact the hotel directly. I've tried contacting them several times, but no one answers. Since I need to confirm my stay and ensure accessibility, I had to cancel my reservation, [redacted], and book a pricier hotel with a staffed reception. I view the hotel's unresponsiveness as a violation of our implied agreement, leading to my cancellation. I anticipate an explanation and a full £[redacted].98 refund to my credit card. I await your response. Thank you.

I am reaching out about a booking issue I encountered recently. On Tuesday, November 30th, around 10 pm, I booked for a stay on Wednesday, December 1st. Despite selecting the correct check-in date initially, the booking system somehow changed it to Tuesday after I made the payment. Trying to rectify this on the website was unsuccessful, and contacting customer service didn't provide a solution either. I was referred to the hotel, but the back-and-forth between the hotel and customer service didn't resolve the problem. I lost both my money and the reservation due to this error. I was willing to pay the amendment fee but couldn't do so after noon. The lack of support in amending the booking has left me frustrated and without accommodation. As a student, losing £45 is significant. I hope for a prompt resolution from Travelogue, as a returning customer. Thank you.

I wish to file a complaint regarding my recent stay at the York Layerthorpe Travelodge. Upon check-in with booking reference number [redacted], I encountered disappointing issues during my stay in room [redacted]. Firstly, upon returning to a cold room, I struggled with the heating system. Despite the staff's attempts, the room remained chilly, and only an electric heater provided some relief. Secondly, the breakfast experience raised concerns about health and safety practices. Waiting to be seated was prolonged, leading to confusion over seating arrangements amidst COVID-19 concerns. Additionally, witnessing a staff member disregarding safety protocols by not wearing a mask and lacking social distancing was troubling. After a less-than-satisfactory encounter at the reception while leaving, I found the overall experience unacceptable. I expect thorough investigation into these issues and hope for improved COVID-19 safety protocols at your establishments. Your prompt attention to these matters is appreciated. Sincerely, M. Noble

I accidentally booked extra beds when adding more people to my reservation, resulting in duplicate bookings. Despite selecting the more expensive option for flexibility, I was informed that only the additional two beds were cancelable. I am unsure of the total number of beds booked for December 27th at Norwich Central Riverside and would like to transfer some to another date due to accommodating only two couples and one family room for three persons. I have been unable to reach anyone via phone. Thank you for your assistance. - Sarah S. and one booking is under the last name Phillips.

Subject: Disappointing Stay at Crystal Palace Travelodge Dear [Redacted], I hope this message finds you well. I am writing to express my concerns about my recent stay at the Crystal Palace Travelodge on December 14th-15th, [redacted]. During my check-in at around 5 pm, I encountered a manager who was rude and dismissive. This behavior was unexpected, especially considering my history of staying with Travelodge. Despite requesting a room change due to noise disturbances, I was relocated to room [redacted], only to face construction noise early in the morning, which was not communicated to me beforehand. The most unsettling incident occurred when a staff member entered my room at 11:52 am without proper notification, invading my privacy and leaving me feeling extremely uncomfortable. The lack of presence at the reception added to my unease and disappointment in the service provided. I am not seeking a full refund but rather an acknowledgment of the mistreatment I experienced during my stay. As someone with hospitality experience and a frequent hotel guest, I found these incidents to be unacceptable and below the standard I have come to expect. Thank you for your attention to this matter. Sincerely, K. Morgan

Hi there, I recently stayed at your Cardiff Atlantic Wharf hotel from the 19th to the 20th of December in room [redacted]. Unfortunately, I left behind my chargers - an iPhone charger and a watch charger. I contacted the hotel but they were unable to assist me. I am inquiring if housekeeping has found these chargers. If so, I would like to know the process for retrieving them. I am willing to cover any postage fees or arrange for someone to pick them up on my behalf. I would appreciate it if you could get back to me about this matter. Thank you, Rhian

Due to the lockdown and covid situation during the past 18 months, we had to cancel a hotel reservation and received a voucher code for the amount paid, set to expire by the end of this year. Unfortunately, due to long-term illnesses and restrictions, we have been unable to travel and have not been well enough to use the voucher. Is there a possibility of extending the expiry date of the voucher or cancelling it to issue a new one? Confirmation Number: [redacted] Cancellation Number: [redacted] Amount: £84.98 Best regards, Michelle G. 18 William Rigby Drive ME12 3TE

I have two accessible rooms booked for tonight (27-12-21). Unfortunately, my husband was rushed to the hospital in the early hours of this morning. After ensuring he was settled, I attempted to amend the booking online to avoid losing our money. Despite numerous tries, I was unable to make the changes online. I left the hospital to go home and called Travelodge central reservations at 12:15 pm. I explained my husband's situation and the difficulties I faced online, but was informed that due to the time being after 12 pm, no changes could be made. When I requested to speak with a manager, I was told no one was available and then abruptly disconnected. I am disappointed by this experience, especially since we are frequent Travelodge customers and there were extenuating circumstances with this booking. Can anything be done under these circumstances? I want to highlight that I would have amended the booking online well before noon if I had been able to, and I had to drive home to make the call. Thank you. Karen D.

I booked a room in Berwick-upon-Tweed for four nights from February 4th to February 7th at your lowest rate. The payment was charged to my credit card, ending in [redacted], but I haven't received any booking details or confirmation. I can only see the payment made on my Natwest bank statement. The reservation is under my name, Derek C., for two adults in a double room for four nights without any additional services. Please reach out to me via email or phone call at 07 [redacted] 07 [redacted] urgently to provide confirmation. I had to authorize the payment through my bank, and I need confirmation from your website as well. Thank you.

Hello, I'm reaching out as my elderly husband mistakenly booked a Travelodge at Edinburgh Queen Street instead of the desired Edinburgh Learmonth location. The booking reference is [redacted], under a non-refundable saver rate, for a stay from Monday, March 7th to Thursday, March 10th. Could you kindly assist us in changing the reservation to the Learmonth Terrace hotel? The mix-up poses challenges for my husband, who had a hip injury in the past. You can contact me at 07[redacted]41 or [redacted] for any necessary arrangements. Thank you for your understanding and anticipated help. Best regards, Anne C.

I was scheduled to check-in this evening for a 3.5-day stay, originally set for tonight and rebooked for Friday, February 18th, to Sunday, February 20th, due to Storm Dudley and the approaching Storm Eunice. I called the Travelodge where I was planning to stay, and they informed me that trains in and out of Scotland are currently suspended, with local trains limited to a 50mph speed restriction. I have been unable to contact you directly by phone due to work restrictions on outgoing calls. I am aware of the midday deadline for cancellations as per my booking terms. I regret having to cancel but given the circumstances, it seems like the safest decision. I am hopeful that I can reschedule my stay for a future date, possibly in April or May.

On February 7th, Monday, I attempted to book a double room as I usually do, but encountered an issue with the Travelodge app. Unfortunately, two transactions were processed from my account on the same day. Despite cancelling one booking before check-in time, both bookings were eventually cancelled by the hotel. To my frustration, I have not yet received a refund for either transaction up to today, February 22nd. I am disappointed by the lack of communication and support from Travelodge. Despite their advertised helpline being unhelpful for transaction issues, I have struggled to find resolution through customer service channels online. I hope to resolve this matter promptly as I dislike the pressure of following up on my own. Additionally, the extra phone charges incurred due to having to contact them have further complicated this situation.

I recently stayed at your Halkyn hotel near Holywell with my partner for work. We've stayed twice this week, but this time, we were disappointed. The room cost £54.99, more than our usual rate of £31.99 for the same room type. The staff were rude, and noise from the reception area kept us up all night. We were disturbed by staff sounds and what sounded like a dog nearby. We also found stains on the bedding, which isn't typical for Travelodge. The room smelled musty, and there was an overall unclean feel, with the hotel also smelling of weed. This experience was a letdown, as we usually rely on Travelodge for consistent quality.

During my stay in Room [redacted], I realized it was located right next to a railway track, which was quite noisy and disrupted my sleep. The trains kept running until midnight and started again around 6.30am, disturbing me throughout the night. Additionally, there was a drunk man on the same floor who kept shouting outside my room, making me feel uncomfortable and unsafe. I hesitated to confront him. Moreover, the public toilet on the ground floor had a strong smell of urine, which was very unpleasant, despite being relatively clean. The check-in process could have been more customer-friendly. I had to wait for about 5 minutes at the reception desk until Peter, who was chatting with someone else, finally assisted me with check-in. I believe a discount or a refund for the room would be appropriate given all these issues.

I stayed at the Guildford Travelodge from February 21st to 24th and I parked my van. I received two parking tickets for overstaying, despite showing proof of my booking to the authorities. They did not accept my appeal and claimed their computer system did not show my van as registered, which is incorrect. I had to pay the fines, but I feel mistreated as a loyal customer of the hotel chain. I want the £[redacted] refunded as this situation is unacceptable and I refuse to overlook it.

My wife and I recently returned from a stay at your Queen Street Glasgow hotel and were disappointed by the condition of the property. The rooms were in poor shape, showing signs of wear and tear. The carpets were stained, walls dirty, and the overall environment was not pleasant. We attempted to upgrade to a superior room, but none were available initially. While the staff initially mentioned a complimentary upgrade when one became available, we were later informed there would be a charge for it on our last day, leading us to decline. Additionally, our room key cards frequently did not work, causing inconvenience. During previous stays, we also encountered issues such as a leaking toilet and unpleasant odors. Despite these concerns, we found the staff to be friendly. Overall, we were disappointed with the state of the hotel and believe improvements are needed.

During my recent stay at the Southampton central venue, I was disappointed by the entrance through the back, where I encountered a staff member with a beer guiding me. The building was still under construction, with exposed wires, dust, and clutter. I had to collect my key card from staff sitting on the floor in a hallway due to a lack of an office. My room, [redacted], was untidy with used coffee cups and a missing light. In the morning, loud construction noises outside my room woke me up at 8 am, disrupting my sleep. The only positive aspect was the kind cleaning lady. Stay Details: Name: A. Douglas Room: [redacted]

Subject: Request for Date Change at Travelodge London Central Marylebone Hello, I made a booking through Priceline for the Travelodge London Central Marylebone on September 9 to September 12, [redacted]. Due to changes in my flight schedule, I need to update my stay dates to check-in on September 14 and check out on September 17, [redacted]. I am also planning to stay at the same hotel on September 26 and 27, [redacted]. Can you please assist me with these date modifications at your earliest convenience? Thank you for your prompt attention to this matter. Warm regards, Allan J F.