Complaint to Travelodge

mrsme_4

I was hoping someone could give me some advice on what is the best course of complaint for Travelodge, Ive heard a few stories that its notoriously difficult to complain and was hoping for some advice on where is best to start.
The gist of the complaint is I booked a room for a relative.When they arrived in the evening at 6pm they found the rooms had not yet been cleaned and several other people waiting for rooms also.The reason being that the power was intermittently working, they were given the option of returning later or placing baggage in uncleaned rooms and returning later, the heating was only working when the power was on so with the cold temps this week it was very cold. When they enquired for a refund to go elsewhere they were refused on the grounds that their rooms would be ready later, although power cut out twice in 15 mins they were there. The receptionist was crying because she was cold and fed up of people complaining, so they couldnt get much info from her.With the risk of the power continously failing and no clean rooms yet available they left and came home.

Thanks in advance for any help.

timbo58

Well, not sure where the blame lies really?
Travelodge can hardly be responsible for not having power as it was outside their control?
I guess they'd probably refund but whether this would be under 'goodwill' or not?

tiny_courageous

"Contact us" page on the travelodge website http://travelodge.parature.com/ics/support/default.asp?deptID=15090

I've regularly used travelodges over the past few years, only had cause to complain once, when there was no hot water and fire alarms were going off all morning, and received a refund within a few days.

vikingaero

Complain in writing to Travelodge. They won't give a monkeys and will get the local Travelodge Manager to write an apologetic handwritten letter in the hope of softening you up. If you complain tell them what you want - "I want a refund of £XX..." and be firm "... or I will issue a county court summons...).

You really have to be persistent with TL as they will hope you'll go away.

lucylucky

If the power issue was resolved and the rooms were indeed cleaned and ready for them, albeit later, then I think the best you can hope for is some sort of goodwill gesture.


Not sure what you could issue a summons for?

mrsme_4

Thankyou all for the replies, I will start with a letter in the hope of getting a refund.
Lucylucky, the power issue wasn't resolved when they left, it was still only working intermittently and possibly going to continue so as it seems they had been having the same problem the previous day as well, luckly they were only a couple of hours drive home, but there was quite a few people who were there for a concert complaining that the rooms were not only uncleaned but freezing with the lack of heating.

Mark_Hewitt

timbo58 wrote: »

Well, not sure where the blame lies really?
Travelodge can hardly be responsible for not having power as it was outside their control?
I guess they'd probably refund but whether this would be under 'goodwill' or not?

If there were constant power problems then yes this may not have been their fault. However it's still incumbent upon them to provide the service you've paid for, so they should have 'outbooked' to a different hotel.

It's happened to me before when the hot water wasn't working (admittedly it was totally broken not intermittent) I even got to choose which other hotel to go to.

At 6pm (checkin opens at 3pm) you can reasonably expect your room to be ready, if not then alternative arrangements should be made.

emg

wasnt kings cross by any chance? they have been having problems with power for several days now, half the hotel is in darkness and no working lift (no fun if you are on the 6th floor!)

mac.richards

It's a tricky one; good luck trying to get it resolved.

Quinny_2

Taken from the Travelodge T&C's: (11.2)

"Events Beyond our Reasonable Control: We shall not be in breach of these terms, nor liable for any failure to perform any of our obligations in relation to your Booking (such as the provision of room(s) and/or other products and/or services and/or extras) due to any adverse event, act, omission or accident which happens which is beyond our reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures."

Looks like the best you could hope for, is a gesture.

Penny-Pincher!!

We had problems at a Travelodge a couple of years back. I wrote to the Travelodge involved (Hotel Manager) and told them in the letter that I was sending a copy to their head office which I did.

I stipulated my concerns in the letter and specified that only a refund would be acceptable.

I got a full refund and a letter of apology.

PP
xx