Travel Lodge breakfast not acceptable

duchy

Two phrases jump out here from a legal viewpoint. "Cancelled"and "Non refundable"
From what the OP says she chose to cancel the breakfast so to say she paid for it so they should have delivered it even though she had told them she didn't want it-makes no sense to me.
If you buy a non refundable air ticket and cancel it-you don't get a refund but if you turned up on the day they wouldn't have a seat for you-because you cancelled. Same principle.
Hotel breakfasts aren't usually good value anyway in the UK -personally I'd rather find a cafe or failing that a MacDonalds

uktim29

glynpam wrote: »

I did nicely and politely explained I thought it might have been a cooked breakfast

But this contradicts this.

glynpam wrote: »

not acceptable and of poor quantity and quality.

That isn't polite terminology.

And of course given the budget accommodation industry thats pretty much what you should have expected. So I don't think you did get it right.

glynpam

Hi dmg24 I could not get further on the internet web site than the opening page , this was why I phoned our booking. We made our booking over the telephone through a robotic operator at the end of the booking we were asked if we required a breakfast and if we booked now we would get a discounted price, I can not honestly recall on being told what kind of breakfast it was. We booked into Travel lodge at 14.30 to find our rooms had not been booked, only to find 45 minutes later that we had been booked in under a different name, lord knows how they managed to charged our Bank account . While waiting I asked to use the dining room and when told they never had one I asked what about breakfast, that’s when I was told there was a breakfast pack on the counter, and these were the packs that would be delivered the following morning, not sure if he meant the actual pack I was looking at. This is when I said I don’t think so, I did not consider the pack as a breakfast it appeared poor value and was not acceptable. I then asked if the receptionist would accept it, we all agreed it was not and I said I wish to cancel the breakfast and requested a refund . He accepted the cancellation but said his manager was off duty and could not refund, he then phoned the manager and she said she would report the matter to customer service on Monday which I think she did, she then phoned me to tell me I had to contact them myself. No breakfast was delivered that following morning. Only 8 days later they emailed to say Breakfasts are only refundable when a reservation is cancelled and it was booked on a flexible rate; however they are not refundable on their own or when booked on a promotional rate. Anyway Thanks again:wave:

uktim29

glynpam wrote: »

I then asked if the receptionist would accept it, we all agreed it was not

Thats where you went wrong because you're trying to get them to criticize their own companies goods. They would have agreed with you just not to cause an argument, they'll have either been trained to do that or just do it from experience. It doesn't mean they really think that.

omen666

What is with the large print????

dmg24

Putting aside whether the breakfast should have been delivered or not, the following points stand out to me (glynpam, please correct me if I am wrong on these):

* You were not told at any point during the booking process that breakfast was not cancellable, or that it was non refundable.
* You were told by the receptionist that the breakfast would be refunded, and they confirmed this with their manager.

If the above is correct, then you have grounds for complaint. I would put together a brief email, stating the above, and noting that if your payment is not refunded you will issue a small claims action (even if you don't really intend to do so !).

glynpam

Thank you dmg24 now received a reply from Travel Lodge who have reconsidered the refusal and are now going to refund for the breakfast. Thank you for your constuctive advise and help

dmg24

No probs glynpam, glad you got a good result! x