Travelodge website problems - refund?

Cheeky1

Hi, I am a new member. I recently saw the advertisement for the 29 pounds Travelodge rooms. As I am planning a trip to the other end of the UK I thought I would look at how cheap the travelodge rooms would be.

I was surprised to find that 2 nights were available for 58 pounds total so I registered to book this room. Everything was fine until the website crashed before I had a chance to complete the booking.
I left it for a while before trying again and used another card because I thought this may have been the reason for the delay.
This time it worked perfectly.
Then I logged in to my email account to see that both attempts were successful and I have booked 2 rooms for the 2 nights!

The saver rate states that I am not able to claim a refund on either of these. But where do I stand on this bearing in mind it was a genuine mistake on the website and their service was not working correctly?

Any advice would be most appreciated.

Mark_Hewitt

There was a thread about this recently, where there was a website error and the booking went through twice. Predictably they refused a refund..

BTW £29 a night isn't massively unusual, it's more of a "normal" rate, the £9 ones are the hard to get ones.

Cheeky1

Should I just suck it up and write it off? I think i can cancel now and get a refund on the extras. But not the room.

Mark_Hewitt

Cheeky1 wrote: »

Should I just suck it up and write it off? I think i can cancel now and get a refund on the extras. But not the room.

Doesn't hurt to call them? Have specific details ready. Not general terms such as "It threw me out, or It locked up" But actually what happened in detail with error messages etc.

monkey_me

Alternatively, if they won't refund, you can change it to another night/date (could be months down the line) and it will charge you £5 to amend the booking but if you just cancel then you lose the money. If you go down the swapping for another night then the date you choose has to have the same price as the original room.(just had to do this myself when booked wrong date).

btbright

last week I booked 2 nights and paid
by credit card,I checked the booking later in the day and my booking had been cancelled ? NOT by me, Travelodge are sorry for the inconvenience, yeah but what about my money ! any one else had this problem

Mark_Hewitt

monkey_me wrote: »

Alternatively, if they won't refund, you can change it to another night/date (could be months down the line) and it will charge you £5 to amend the booking but if you just cancel then you lose the money. If you go down the swapping for another night then the date you choose has to have the same price as the original room.(just had to do this myself when booked wrong date).

Really, they let you do that now with sale rate rooms? They never used to. The most you could do is cancel individual nights, e.g. if you've booked for two nights but only want to stay for the second night.

monkey_me

Mark_Hewitt wrote: »

Really, they let you do that now with sale rate rooms?

Yes I had booked 18th dec but needed to change to earlier date. Had to do it online, search for room on another date at same price (same hotel) and could change to that date but paid £5 fee to do so. Must be same price eg you cannot pay originally £22 and try change booking to another night at £25, even if you wanted to make up the £3, it won't let you do it, must be a room at £22 (maybe cheaper too, I did not try). HTH

mikenfm

Exactly the same thing happened to me last week ! I went onto the Travelodge website to book a room for my wife and I and it crashed during the booking process. We started again and the second time it accepted our booking after a long delay. I found out later that day before we left for the hotel that it had taken the booking both times !
I called them immediately only to be told "there is nothing we can do". I later emailed their customer services telling them exactly what happened and requested a refund for the 2nd room. The reply was blunt and completely refused to refund me. I replied politely and requested they reconsider since they would lose much more business in the long run if they did not refund us for a problem caused by their website. The second reply from the customer services manager said they would not change their minds and that they would not respond to any further emails !!!!!
I feel as if I have been robbed of £56 and would like to know where I stand legally.
Does anyone have any ideas ????
Mike

minted007

mikenfm wrote: »

Exactly the same thing happened to me last week ! I went onto the Travelodge website to book a room for my wife and I and it crashed during the booking process. We started again and the second time it accepted our booking after a long delay. I found out later that day before we left for the hotel that it had taken the booking both times !
I called them immediately only to be told "there is nothing we can do". I later emailed their customer services telling them exactly what happened and requested a refund for the 2nd room. The reply was blunt and completely refused to refund me. I replied politely and requested they reconsider since they would lose much more business in the long run if they did not refund us for a problem caused by their website. The second reply from the customer services manager said they would not change their minds and that they would not respond to any further emails !!!!!
I feel as if I have been robbed of £56 and would like to know where I stand legally.
Does anyone have any ideas ????
Mike

Similar reply to me when they stole an extra payment from my bank account. I booked 1 room but have been charged twice...

minted007

Cheeky1 wrote: »

Hi, I am a new member. I recently saw the advertisement for the 29 pounds Travelodge rooms. As I am planning a trip to the other end of the UK I thought I would look at how cheap the travelodge rooms would be.

I was surprised to find that 2 nights were available for 58 pounds total so I registered to book this room. Everything was fine until the website crashed before I had a chance to complete the booking.
I left it for a while before trying again and used another card because I thought this may have been the reason for the delay.
This time it worked perfectly.
Then I logged in to my email account to see that both attempts were successful and I have booked 2 rooms for the 2 nights!

The saver rate states that I am not able to claim a refund on either of these. But where do I stand on this bearing in mind it was a genuine mistake on the website and their service was not working correctly?

Any advice would be most appreciated.

They obviously need it more than us.!!!!!!!! Check this out.
http://business.timesonline.co.uk/tol/business/markets/the_gulf/article6936260.ece