Comlpaint about noise levels in a travelodge?

yorksrabbit

kr15snw wrote: »

Update on this.

Before we got chance to write to them we had a call from the manager, who asked us to explain the situation.
He rang back to explain he had checked the cctv tapes and yep he could see me going to the reception and no-one being there. He also noted it was a 24 hour reception so they would be having words with the member of staff!

And we got a full refund

So, thank you travelodge! We are very happy, but wont use that particular one again (he said the police get called far too often as they seem to attract noisy drunks..)

Sounds like a back-covering exercise, but at least you have your refund.

Can't see the point of writing to Travelodge head office because it's surely the organisation itself that is responsible for creating the kind of price environment that's attractive to yobs and slobs.

The manager's comment about the police being called out "far too often" to deal with noisy drunks says all there is to say about the way the Travelodge brand has lost its sheen.

scrounger_2

Oh great Iam staying in one in July.

LinasPilibaitisisbatman

What did you expect them to do? Call in the SAS?

Its unfortunate but quite forseeable in a city centre budget hotel. You get what you pay for.

Tozer

LinasPilibaitisisbatman wrote: »

What did you expect them to do? Call in the SAS?

Its unfortunate but quite forseeable in a city centre budget hotel. You get what you pay for.

Bull. It is totally the responsibility of the hotel to ensure that there are no unreasonable disruptions to other guests.

mountainofdebt

LinasPilibaitisisbatman wrote: »

What did you expect them to do? Call in the SAS?

Its unfortunate but quite forseeable in a city centre budget hotel. You get what you pay for.

Well I remember staying in quite an expensive hotel and in the evening we came home to find someone sleeping in the corridor.

No it wasn't a guest who couldn't find his room - turned out to be someone who had walked in off the street and wanted somewhere warm and dry to doss down in!

DebtHater

ukjoel wrote: »

I would write to head office.

It will NEVER get resolved by receptionist for two reasons.

Firstly they are not authorised to give refunds.

Secondly they were the one who by their absence allowed 20 people into one room.

This means they were not at their desk doing the job they were paid for and probably shot off home the minute the last person was signed in.

The company would consider this a gross misconduct offence based on several factors but would quote fire regs and health and safety procedures and they would be instantly dismissed.

Difficult situation when you are there on your own and I would have probably have given up sleeping at 4am and after an hour called the police.

You would then have a crime ref number, everyone would be cleared out the room, travelodge would have been in clear breach of several regulations covering hotels and guest houses and your claim for compensation would be stronger.

Firstly, receptionists can give refunds at hotel level - all they need is a supervisor card for the till/credit card machine.

Its head office you need to contact should you wish to go for additional compensation, and they usually send a gift card for some money off your next room.

But regarding the receptionist, it is illegal to run a hotel without a member of staff being available 24/7. They do have to leave their posts sometimes, but pushing the pager button should make them rush to the desk. You could need urgent medical attention for all they know.

I used to work in a Travelodge, and they arent as bad as what people here are making out.
They are a budget hotel provider, you aren't staying at the Hilton.

SueC_2

DebtHater wrote: »

Firstly, receptionists can give refunds at hotel level - all they need is a supervisor card for the till/credit card machine.

Its head office you need to contact should you wish to go for additional compensation, and they usually send a gift card for some money off your next room.

But regarding the receptionist, it is illegal to run a hotel without a member of staff being available 24/7. They do have to leave their posts sometimes, but pushing the pager button should make them rush to the desk. You could need urgent medical attention for all they know.

I used to work in a Travelodge, and they arent as bad as what people here are making out.
They are a budget hotel provider, you aren't staying at the Hilton.

I used to work for Hilton, and the problems are exactly the same there. Unfortunately, with all the will in the world, it is impossible to control a bunch of rowdy drunks. And in a lot of cases the ones that think they've paid 'top notch' rates think they have even more right to create merry havoc. Yes, you can ask them to tone it down. Yes, you can ask them to leave. Yes, you can call the police and have them escorted from the premises (although believe me, on a Friday/Saturday night in most towns around the UK this is fairly low down the list of police priorities). But even if any of these is successful, the disturbance has already been caused, and the stays of other guests spoilt.

The only chance the hotel has of redeeming the situation is to be seen to 'care' about the guests with spoilt stays. And, in any organisation that gives a damn about their reputation, this generally takes the form of compensation - most typically some kind of offer that will get you back through their door so they can prove how good they really can be.

Your refund is a start, but you have absolutely nothing to lose by writing to Head Office and seeing how much they value your repeat custom.

Sadly though, my experience of Travelodge recently doesn't exactly prove great initiative on their part. I booked one of their cheap deals for three nights in one hotel. On the first day of the stay there was a change of plan, so I asked if I could move the final day of the reservation to another hotel. The other hotel was more expensive, and I was quite happy to pay the extra. But 'computer says no' because the booking was non-transferable. So, I went and stayed somewhere else, and they lost the additional revenue. Who exactly does that make sense to?

smcaul

Got to say I would take a travelodge over many 5* hotels any day of the week. Used to stay in a lot of 5* places and most were well below the standard of the average Travelodge!

DebtHater

SueC wrote: »

Sadly though, my experience of Travelodge recently doesn't exactly prove great initiative on their part. I booked one of their cheap deals for three nights in one hotel. On the first day of the stay there was a change of plan, so I asked if I could move the final day of the reservation to another hotel. The other hotel was more expensive, and I was quite happy to pay the extra. But 'computer says no' because the booking was non-transferable. So, I went and stayed somewhere else, and they lost the additional revenue. Who exactly does that make sense to?

Who's plans was it that changed? If it were yours, then Travelodge wont change the booking.
However, if it was due to them, they are obliged to change the booking to your satisfaction as set out in their Terms and Conditions.

We quite often changed peoples hotels wether or not this was because they requested it.

Travelodge also have an over-booking policy, so for 40 rooms, they will book out 42 on any given night. Then it is down to the receptionist to call 2 of the customers/families to tell them they have been moved. I dont agree with the policy, in fact I hated phoning people to tell them we were fully booked and they had been moved because they were the last ones to arrive.

davetrousers

scrounger wrote: »

Oh great I am staying in one in July.

Yes you are right to worry because they are all like this.

A little bit of thought would tell you that this is an exceptional case and not the norm!