Travelodge website problems - refund?

Travelodge_excustomer

Comforted by the fact that, on reading the above posts, I am not alone in my experience on the travelodge experience, but also annoyed that (a) it looks like I won't get a refund despite my emails to them (amazed that their 'customer services' is conducted via EMAIL!) and concerned that it almost sounds like an internet scam! Not something you would expect from a hotel chain (budget or otherwise). What happened when I booked my hotel room is that I noticed it had charged me for the 'cancellation insurance' so I went back, removed the insurance and then when I paid it informed me that I had 2 rooms - one with the cancellation insurance and one without. Figured I'd not actually paid yet as it had happened so quickly so cancelled one of the rooms only to discover that it made no difference to the total amount so instead of being charged 59.00 I was charged another 60.50 on top...... Makes me so angry and annoyed I could cry because I just think it's just an innocent mistake just like the other posts on this website. Why they can't just refund these kind of errors as a good-will gesture when it is blatantly obvious it is an error is beyond me. We used to stay at travelodges a lot but after this sorry experience will look elsewhere despite the expense and will urge friends not to make the same mistake I did. :-(

KeithP

Send them a letter, a real letter, detailing your case.

State that they have 14 days to provide the required refund, and if you don't get satisfaction in that time you will be taking further action.

Entitle it Letter Before Action. Google Letter Before Action for many sample letters.

From their website, their address is...
Travelodge Customer Services,
Sleepy Hollow,
Aylesbury Road,
Thame,
Oxon,
OX9 3AT.

Now have a look at the MCOL website.

williham

A lesson has been learnt: always check your email BEFORE booking again!

Paul_Varjak

I had terrible problems trying to book on the Travelodge website back in April, 2010. In the end my card was processed four times, even though none of the bookings completed successfully and I never got any e-mail.

When I arrived at the hotel, their computer was not working. Then the card to my room would not work. The curtains in the room would not shut and if I had shut the door to the bathroom there was a fair chance It would not be able to open it again, so I asked for another room.

Travelodge could not provide another room because their computers were down so they did not know which rooms were vacant. In order that I could have some privacy I had to break the curtain runners so I could close the curtains!

It took Travelodge some weeks to refund me and, guess what, I am trying to book with them again tonight and have exactly the same problem! The booking 'hangs' at the final stage. It tells me to wait patiently for up to 2 minutes but I got fed-up after 24 minutes and simply closed my browser. I have no doubt the booking will have gone through even though I have no e-mail confirming the booking.

Travelodge is a joke!

Mark_Hewitt

Strange. It must be specific to you or your browser, I've booked hundreds of times with the travelodge website (yes I mean hundreds!) and never had any problems.

Although I do notice now they are only allowing three rooms at a time maximum to be booked, adding the £2 credit card charge onto each of them! Not great when you are wanting to book a couple of dozen nights stay!

Paul_Varjak

Mark Hewitt...

No it was definitely not my browser back in April. Travelodge confirmed that they were having problems on the day I booked.

I do not know what the problem was yesterday but I have now booked again today (yesterday's booking definitely failed).

Paul_Varjak

Paul_Varjak wrote: »

I had terrible problems trying to book on the Travelodge website back in April, 2010. In the end my card was processed four times, even though none of the bookings completed successfully and I never got any e-mail.

When I arrived at the hotel, their computer was not working. Then the card to my room would not work. The curtains in the room would not shut and if I had shut the door to the bathroom there was a fair chance It would not be able to open it again, so I asked for another room.

Travelodge could not provide another room because their computers were down so they did not know which rooms were vacant. In order that I could have some privacy I had to break the curtain runners so I could close the curtains!

It took Travelodge some weeks to refund me and, guess what, I am trying to book with them again tonight and have exactly the same problem! The booking 'hangs' at the final stage. It tells me to wait patiently for up to 2 minutes but I got fed-up after 24 minutes and simply closed my browser. I have no doubt the booking will have gone through even though I have no e-mail confirming the booking.

Travelodge is a joke!

Well my third booking with Travelodge is as bad as the first two! I log into my account OK but when I book a room a get a very obscure error message that only a computer expert would understand.

I phone Travelodge who tell me that I will have to pay £2.50p extra to book over the phone! I ask them to waive the fee as the website does not work, but they refuse. They tell me to use their old website instead and that does work!

arcon5

KeithP wrote: »

Send them a letter, a real letter, detailing your case.

State that they have 14 days to provide the required refund, and if you don't get satisfaction in that time you will be taking further action.

Entitle it Letter Before Action. Google Letter Before Action for many sample letters.

From their website, their address is...
Travelodge Customer Services,
Sleepy Hollow,
Aylesbury Road,
Thame,
Oxon,
OX9 3AT.

Now have a look at the MCOL website.

On what grounds?

Op booked the rooms twice, and received email confirmation for both bookings. I think op would only really have a case if if was infact the website that created the second booking or was charged twice.




EDIT: I see this thread is infact very old

ParkRd

On 29th January 2012 - I went to book 2 nights at a Travellodge for 10 & 11 July 2012. After putting in all my details including credit card details ;and accepting; the website said "Credit card payment couldn't be processed". And it didn't give me a booking reference- SO I was right to assume I hadn't been booked.

So I did the whole thing again ; and again the same thing.

Now I tried to book by phone - but I asked the operator to check my booking attempts - and to my horror - she said that BOTH MY BOOKINGS WERE SUCCESSFUL. But she couldn't cancel & give me a refund as I had opted for non flexi special rates. I explained that it wasn't my fault - that the website was to blame - but no joy.

She said the ONLY way I could go forward is by way of the website based customer services - THERE WAS NO HUMAN I COULD SPEAK TO. So I have raised the web based query- and so far I received an auto-email on 30Jan2012 saying they will respond in 3 to 5 days. ANY SUGGESTIONS OR TIPS PLEASE?

agrinnall

Wait 3 to 5 days?