Travelodge on Watchdog tonight

Steve_xx

Apparently, according to Watchdog, Travelodge routinely overbook their rooms on the premise that not everyone turns up. However, when this is not the case, and everyone does turn up on the night, somebody is inevitably left without their room.

Normally you pay upfront as you book the room with Travelodge. Therefore I'd say that they are in breach of their contract if they failed to provide it. In the case where they fail to provide then I think it is reasonable to expect Travelodge to spirit you off to another hotel and that they should be liable for any additonal cost you incure in so doing. I would urge anybody encountering such a difficulty at Traveodge to find a suitable alternative and keep an account/receipts of all costs incurred so that you may claim from Travelodge for your trouble.

The Office of Fair Trading ought to be taking an interst in this sort of activity.

Here's an extract, regarding overbooking, taken from Travelodges' help section:

What is overbooking?
Like almost all other hotel companies, we overbook some of our hotels because we know that a percentage of our customers make a reservation but then do not arrive to check-in.

While we are aware that overbooking might sound negative, it allows us to accommodate customers who would otherwise not be able to make a reservation once availability at the hotel has been booked up. In these instances, we calculate the level of overbooking through computer forecasting (based on historical data) to ensure that we can be as accurate as possible. Our aim is to make sure that people who arrive to fulfil their booking are allocated their rooms, while also ensuring that rooms that would have been left empty due to other customers not arriving are also used.

Back to questions

What happens if the hotel I am staying in is overbooked?
On rare occassions, it becomes necessary for us to find suitable alternative accommodation for our customers in the local area or offer to refund the room. While we recognise the inconvenience this may cause a small number of customers, we believe that this is outweighed by the added convenience for the majority of customers who are able to find improved availability in hotels as a result of this policy.

loadsacash

I did use Travelodge but I must admit that I did not like the attitude of overbooking.

I would have thought that the booking and paying for of a room is a contract - although the more expensive rooms are not paid for until you arrive.

When you make a booking, you do have to confirm that you have read the Terms and Conditions.

Steve_xx

loadsacash wrote:

- although the more expensive rooms are not paid for until you arrive.

.... and no doubt that you would have to pay for them should you fail to arrive!

Fleago

I was a bit confused by them saying that the people had been charged for their rooms when they booked. We've used Travelodge lots of times and the only time they've taken the money at the time of booking is when it is one of the bargain rooms that are non refundable. Rooms we've booked at the full rate haven't been charged for until we've booked in.

We've never been a victim of this overbooking thing either, but the report did make me wary of using them in the future!

Oops, just noticed that loadsacash has already remarked on the fact of not paying for rooms until arrival!

Ms_Chocaholic

The least Travelodge could have done was to appear on Watchdog tonight and attempt to reduce customers fears/say they will stop this practice.

Their bookings will go downhill fast I imagine after this. I will be reluctant to stay there again unless I'm sure I'll be able to get to the Lodge early to get my room.

kittykat100

Hi,

I am in the trade as a hotel reservationist... this is common practice (although I do not agree with it), to ensure occupancy. There is a term called the 'wash down' where you would put an educated decision on each day as to how many would cancel or not turn up. Most hotels do this..its nothing new.
Sorry

trets77

so are Travelodge obliged to find anthor room , meet your costs of you finding a new room , or upgrade you or not ????

i,m booked and payed for the Travel lodge at Gatwick in a month. whats the deal if they are full when i show up what can i demand ????


cause DEMAND i will !!!!!!!!!!!!

kittykat100

I don't know about Travelodge policy, but the hotels policy where I work for is that we have to find you accommodation of a similar or better standard and pay for any extra costs incurred. IE difference in room rate, taxi to hotel. Take your confirmation with you!

hammy_the_hammer

how about a solution being that you choose to pay for the room at time of booking and make it non-refundable...seems very simple to me

jackieb

They do that anyway. They get your details when you book and charge you anyway if you don't turn up.