Travelodge (UK) Customer Service Issues

I made a reservation for 2 family twin rooms at the London Docklands Travelodge for 3 nights starting on March 19, [redacted]. Unfortunately, upon arrival, we discovered that the rooms were extremely dirty and unhygienic. In one of the rooms, the heating was stuck on high, creating excessive heat and a strong smell of rubber. The bathroom had a noticeable odor of dried urine, and the bedding was covered in hair. The other room had a vomit odor that had not been adequately cleaned. Despite bringing these issues to the evening manager, only one of the rooms was cleaned after a 3-hour wait. The second room remained in an unacceptable state. I asked for a room change, but my request was denied, leaving my family of 7 to endure the unsanitary conditions. I eventually had to relocate to another hotel, spending more money than planned. The staff, including the manager, displayed poor customer service and failed to address our concerns. I am seeking a refund for my unpleasant stay and escalating the matter for resolution.

There was a strong smell of cannabis in the corridor near room [redacted]. As a lone female, I didn't feel safe reporting this at nighttime. I had noticed the smell earlier but wasn't sure of its origin. Upon returning at 10 pm, the smell was overwhelming. I didn't see any staff to report to, and when I tried calling, there was no answer. I was hesitant to report as I feared for my safety if it was traced back to me. When I left this morning, I spoke to the cleaners who also noticed the strong smell and mentioned feeling affected by it. They informed me that it was coming from room [redacted] and agreed it was a concerning issue. Given the situation and the presence of many male occupants, I strongly believe the staff should have taken action. I am requesting a full refund due to this unpleasant experience.

Good morning, Please find the booking details below along with my complaint. Confirmation number: [redacted] Guest name: Paul Rojahn Hotel: Covent Garden London Check-in: 20/04/[redacted] Check-out: 21/04/[redacted] Room type: Double Room Room cost: £[redacted].99 Room extras: 2 x Unlimited Breakfast (Adult) at £19.50 each During our stay, the room was unsatisfactory due to various cleanliness issues, as shown in the attached pictures. There was grime and mildew in the bathroom, dirt stains on the chair, filthy carpet, and a dirty kettle that tainted my tea. Additionally, there was a foul smell from the sink and toilet, and the bed was uncomfortable, leading us to leave early and miss breakfast. When seeking to address these concerns, reception advised me to submit a complaint through the website. This led me to reach out to you directly via email. I am requesting a full refund for the room and breakfast due to the disappointing experience. I am prepared to escalate this matter if necessary and await your prompt response. Thank you, Claire Rojahn

Hello, I reserved a room at Bath Waterside for my family to stay for one night so we could attend a wedding in the evening. After traveling [redacted] miles, we checked in at reception where we were told we were assigned a family room. However, upon entering the room, we discovered only one child's bed was made up. When I informed the receptionist, I was informed that my booking did not include children, and I would need to pay extra or find another hotel. Despite not seeing any mention of this in my booking, I struggled to debate as I was unsure. I found it odd that a child's bed was made up in the first place if children weren't included in the reservation. After a frantic search for alternatives, my daughters reluctantly agreed to stay in a separate room, which was allowed by the receptionist. The next morning, at breakfast, I noticed on the list that I had actually booked for 2 children, proving my point. I am frustrated by the whole ordeal and demand an explanation for the treatment we received. A dissatisfied and exhausted guest, Paul T.

I made an online reservation for an overnight stay on March 24th, [redacted], traveling from Devon to Yorkshire Dales. Upon arriving at Stafford Travelodge at 5:31 PM, I parked outside the main entrance, following the information stating free parking. I provided my car details during check-in as requested and departed at 7:35 AM. Surprisingly, on April 25th, we received a £[redacted] parking fine from CPplus, claiming a charge had been previously issued (which is untrue). This caused significant worry and distress. After contacting Stafford Travelodge, they assured us the matter would be resolved, and indeed, CPplus retracted the fine. It seems your staff may have encountered similar issues before. As older individuals, this experience was unsettling and troubling. I kindly request an investigation into why this occurred as we simply parked in a bay outside your establishment. Thank you for your attention to this matter. Sincerely, Graham and Lesley Chamberlan.

I attempted to book a room at Travelodge London Kingston Upon Thames for the 6th to the 7th, costing 66.99. Upon entering my details, I provided my email [redacted], name Marwan Maxamed, and my Chase bank information. After being asked to confirm the payment via in-app purchase, I encountered an error message in red text, preventing me from completing the booking. Despite the money being deducted from my bank account, I did not receive a confirmation email and my booking was not processed. I kindly request a refund of 66.99 as I was unable to secure a room at the hotel due to this issue.

I canceled my booking for Ashbourne Derby due to contacting Covid. I phoned to confirm the cancellation and inquired about a refund or credit for a future booking given the circumstances. Unfortunately, I was informed that if I had called before canceling, this could have been arranged. As a loyal Travelodge customer, I kindly ask for a reconsideration of this policy. The booking was made under K Mc Donnell on the 5th of June. Confirmation number is [redacted]. Thank you. Regards, K Mc Donnell.

Upon arrival at Windsor Travelodge on June 20th, we booked and paid for two upgraded rooms. However, we were informed at the reception that one room was basic. We were then told that no more upgraded rooms were available. Despite booking two upgraded rooms, our invoice upon check-out displayed a different name, address, and reference number. The surname on the invoice matched ours, Bartlett, indicating that our room may have been given to another guest. Urgent assistance is requested. Thank you, Maureen Bartlett.

While working in Brighton today, I traveled from Banbury yesterday. Unfortunately, the hotel I intended to stay at was unexpectedly closed on Sunday. Trying to secure a room at Premier Inn at 10 pm, I was informed they were fully booked. I then visited The Travelodge at Worthing Sea Front, but was advised to book through my phone as they don't accept walk-ins. Struggling with technology, I accidentally booked for July 24th (Ref [redacted]) instead of the correct date, June 26th (Ref [redacted]). Despite canceling the incorrect reservation, I was informed of no refund due to booking a Saver rate. This mistake was genuine, and I appeal to Travelodge for a refund, understanding that this may be a common issue for older individuals booking on mobile devices. As a loyal customer for both business and leisure, I value the Travelodge brand.

Complaint Reference Number: 15[redacted] I am extremely frustrated with the lack of understanding displayed by your company concerning my complaint. I am unsure who to escalate this matter to beyond Customer Services, so I have copied the business membership this time. Being offered early check-in or late check-out is, frankly, insulting. I accompanied a valuable client to Clerkenwell Design Week and paid for our accommodations. Upon our midday arrival, we were aware our rooms might not be ready but left our bags for our return later that evening. My main concern is the lack of communication regarding the room availability issue. Returning at midnight to learn there were no rooms and no efforts made to secure alternative accommodations was disheartening. Waiting around for a resolution was unacceptable. Being sent to a shopping center parking lot at 1 am in an unfamiliar area was distressing. The disabled rooms with single beds provided were inadequate given the amount spent. The Uber driver’s behavior added to the unpleasant experience, as did the hotel's minimal facilities and dining options. I kindly ask for a thorough review of my complaint and a reasonable offer of compensation.

I made a booking for 3 nights earlier this week with confirmation number [redacted]. Unfortunately, I later realized it was a super saver booking with no refund for cancellations. Due to a family emergency, I had to cancel on August 3rd, four days prior to check-in. £[redacted].98 was charged to my credit card on August 5th. After calling the helpline and being directed to customer service, I am kindly requesting a refund. As a long-standing Travelodge customer, I ask for consideration and hope for a resolution to this matter that would lead to a positive customer experience in the future.

My spouse and I, G. and M. Rogers, received voucher T[redacted] from Mr. Ihtifham at your customer service department, valued at £[redacted].48. Unfortunately, we are encountering difficulties redeeming the voucher as your booking service requests our account information, which we do not have as frequent customers who have not set up an account. Furthermore, when attempting to book online, the system does not acknowledge the voucher. We would appreciate assistance with this matter. Thank you, G. Rogers.

On August 27th around 12 am, I made a room reservation on the Travelodge website for a two-night stay at Hatfield Central from September 2nd to 4th. After submitting my details, I paid [redacted].98 GBP with my HSBC debit card. Unfortunately, the website displayed an error message in red, indicating the booking was unsuccessful, yet the payment had already gone through to Travelodge Website Reservation GB. By 10 am, I contacted Travelodge at [redacted]6, but they could not locate my booking. I had to rebook the room over the phone and pay [redacted].48 GBP again. While the staff assisted with the new booking, they could not resolve the initial payment issue. I am seeking assistance in refunding the duplicate payment of [redacted].98 GBP promptly. Name: S.W. Cheng HSBC Debit Card: 4[redacted] 6[redacted]

During my stay at Knutsford Travel Lodge on the 14th of August with my wife, there was a fire alarm in the middle of the night due to a fire downstairs. Unfortunately, chaos ensued as the fire assembly point was not clearly marked, with an upside-down sign pointing the wrong way, leading guests to gather close to the fire without direction for 20 minutes. The emergency response team, consisting of only one receptionist and another person, seemed insufficient for such a critical situation. As someone who has worked in emergency response, I am deeply concerned about the lack of proper protocols which could have resulted in a disaster. I have already reached out via text and email expressing my worries and am awaiting a response to ensure that such potentially fatal incidents are avoided in the future.

Dear Lynette, I am writing in regards to my inquiry about the expired Credit Vouchers with Travelodge. The Case Numbers are 15[redacted] and 15[redacted]. I was informed about the company's policy that Covid credit vouchers cannot be extended beyond December [redacted]. This news disappoints me greatly, as I have been a loyal Travelodge customer since [redacted], when I lived abroad in Cyprus. Despite my intention to honor my [redacted] bookings for 21 nights for myself and an additional 10 days for my sister, circumstances changed due to Covid. I contacted Travelodge seeking to defer my bookings rather than request a refund, as I value Travelodge as my go-to holiday destination during visits to the UK. Given the travel restrictions and challenges I faced due to Covid, including living overseas and undergoing multiple vaccine doses, it was impossible for me to utilize the credit vouchers before December [redacted]. Had I known about the time limit on the vouchers, I would have sought alternatives earlier. I have consistently chosen Travelodge for its services and locations, demonstrating my commitment as a customer who has never canceled bookings before. While I acknowledge possible rate changes, I am willing to pay any differences for rebooking purposes. I am hopeful that Travelodge could reconsider the expiration of my credit vouchers in light of my circumstances. I kindly request a review of Case Numbers 15[redacted] and 15[redacted] to grant me the opportunity to rebook and enjoy another holiday at Travelodge this year. Thank you for your attention to this matter. Sincerely, Christina Walker

I sent an email previously but didn't receive a response, only to realize later that email contact is not available. I am inquiring with Travelodge about my lapsed Credit Vouchers and the possibility of changing the dates. I am concerned that Travelodge is keeping all the money paid for my cancelled stay due to Covid without providing alternatives like rebooking for future dates. I am open to covering any additional costs for rescheduling, but keeping all the funds with no explanation is disappointing. I am reaching out this way as I am in Cyprus and trying to avoid costly phone calls unless necessary. I hope to hear back soon. Christina W. at [redacted] Please let me know the preferred method of communication if email is not suitable.

On Thursday, October 5th at 10:26 AM, I tried to book a 3-night stay at the Stratford Alcester Travelodge. The booking did not go through, but £[redacted].44 was still deducted from my bank account and is pending. I contacted my bank to reverse the transaction, and they informed me that I need an email from Travelodge confirming they won't charge me. After reaching out to Travelodge, they replied saying they will resolve the issue within 5 working days. I then rebooked on Friday and paid £[redacted].98, successfully making the booking. Now, I'm awaiting the refund of the initial £[redacted].44 from your accounts department. This situation has caused me a lot of stress and inconvenience, so I kindly ask for your prompt assistance in resolving this matter.

Case Ref. Numbers: 15[redacted] and 15[redacted]. I recently had an issue with a pending amount on my credit card account linked to my interactions with Jade Ensoll. Despite providing all necessary details to rectify the mistake promptly, the pending charge vanished unexpectedly. I reached out to Jade Ensoll to seek clarity on this puzzling occurrence. It was a stressful ordeal trying to resolve the matter, causing both myself and my husband undue anxiety. As a loyal customer, frequenting your services, I am troubled by this incident and seek prompt resolution. Your attention to this matter is crucial as I aim to regain confidence in using your services without facing such payment discrepancies in the future. I anticipate your timely response to address this concern before I escalate it further. Warm regards, Marylyn Nobbs

Dear Travelodge, I am writing to inform you that, unfortunately, I will be unable to utilize my booking at your Camberley location due to a recent family bereavement. The booking reference number is [redacted]. The reservation was made under a Saver rate. Given the circumstances, I kindly request a refund as I am uncertain of when I will be able to reschedule my trip to Camberley for work purposes, as I now need to take compassionate leave. Thank you for understanding. Sincerely, David Tarafder

Hello, I am reaching out directly to you, Jo, in order to bring to your attention the current state of one of your Hotels that needs urgent attention. My booking reference is [redacted], and I stayed at the London City Travelodge on a Saturday evening in a SuperRoom Double. Although the booking process went smoothly, I encountered some issues during my stay. Despite upgrading to early check-in, the room was not ready until half past noon, causing me inconvenience before a meeting. While the room itself was satisfactory, I returned in the evening to find it uncomfortably hot. The air conditioning unit failed despite attempts to reset it. With no alternative rooms available, I reluctantly accepted a dirty accessible room ([redacted]) as the heat was unbearable. The condition of the room was appalling, with stained carpets, dirty walls, and a grimy bathroom. It was a disappointing and unpleasant experience. I urge you to address this matter promptly as the room is in desperate need of refurbishment. The current state is unacceptable for any guest, let alone one in an accessible room. I have attached photos and a video for your reference, demonstrating the unsatisfactory conditions I encountered. As a PR & Content Specialist in the Travel industry, I often review hotels, and unfortunately, I cannot commend this particular experience. I hope this feedback helps prevent similar issues for future guests. I look forward to your response. Best,