Travelodge website alert

p00hsticks

nerak_y wrote: »

@Aloiseb, I had to do this same method to book 2 rooms for 2 nights in Covent Garden. What i am left worrying about now is are they going to insist on us checking out at 10am-12pm and check back in at 3pm with our luggage. Will infringe rather alot on our 2 days trip in London if so!! Had i added the rooms as one lot, the cost was coming in somewhere near £150 more!!

nerak_y xx

As andyrules says, they're used to people booking in this way - in fact they specifically recommend on their website that you book multiple night stays by each individual night in turn to get the best rate (or at least they did on the old site - I've heard a rumour that the new site should automatically get the lowest rate for each night when you book a stay of more than one night, but have yet to confirm it myself).

Just mention to the receptionist when you check in that you have bookings for multiple nights, and they'll ensure that you retain the room for the whole duration of your stay.

MiraculousM

does anyone know if this as been resolved?

jnr2010

highanx1ety wrote: »

Over the past three days I have attempted to book rooms on the Travelodge website. Each time after completing booking the site flagged up the booking as being not completed. I checked with my bank to see if there was a problem and they told me that no attempt had been made to take money from my account. The problem lay with Travelodge's website. No confirmation was given or booking reference for any on these non transactions.
Today I checked my bank account to find that my available funds were £319 less than they should have been. I contacted my bank to find that travelodge had told Visa to authorise deductions of £319 from my account ( 11 x £29 per room). They have already removed £29 and the rest is pending. Despite numerous attempts to contact travelodge I have had no success. They replies are automated and they have not rung me despite numerous requests.
Has anybody had a similar experience?
Can anybody help me with this problem?

I can confirm, Travelodges site is truly BROKEN.

similarly to yourself highanx1ety my partner while trying to organise a hen weekend, tried to book 6 rooms at a travelodge. after going through the pain of using the site to book the rooms then the problems really started with the payments. card details were entered and the site goes onto the verified mastercard section, ok no problems entered the verification details and then the problems arise. travelodges site in big red text claims that "PAYMENT AUTHORISATION FAILED". OK so my partner thinks ok maybe i got the verification details wrong, i'll try it again.

another 20 minutes of pain with the booking section and here we go again with the payment system problem.

ok now my partner was starting to worry and she calls the credit card issuer (exactly what Travelodge say to do in the help section), the call centre refresh the card as it may be possible that the issuers anti fraud systems are causing the problem.

and back to the travelodge site.

another 20 minutes of pain for what to happen? yes you guessed it "PAYMENT AUTHORISATION FAILED".

and no emails to confirm the bookings either so yeah at this point we're pretty sure that they have failed.

ok by this time as you can imagine my partner was getting pretty tired of all this, but she decides one more attempt but this time pay for the rooms in 3 separate transactions, just incase it is the value of the 6 room booking that is the root of the problem. now the first one went through with no problems and the second and even the third.

Hallelujah!

now fast forward 3 days to now, and upon checking the credit card balance online there are over £3k in pending transactions.

now a quick call to the issuers call centre confirms that ALL of the pending transactions are from TRAVELODGE.

and then a call to TL's call centre confirms that they have a pending account where they take your payment to confirm you have the funds before completing your booking.

so basically all THREE failed booking didn't fail due to the credit card issuers systems but because TL want to know you have the funds to pay.

BUT the TL site doesn't mention this at any time, it just leaves you with the belief that your credit card issuer refused the transaction.

and now for the kicker, it may take UP TO 10 DAYS to get the money back according to TL's call centre.

now my partner is writing a rather snotty letter to these people

Grant Hearn, Executive Chairman

Guy Parsons, Chief Executive Officer

Paul Harvey, Managing Director, International & Development

Jon Mortimore, Chief Financial Officer

at the Travelodge head office

Sleepy Hollow
Aylesbury Road
Thame, Oxon
OX9 3AT

a bit scattergun perhaps, but as it is impossible to actually get in contact with some one who may be able to sort these problems through either the TL site or it's call centre, maybe it will end up in the hands of someone who can do something about this.

anyone else with this problem i would encourage to do the same.

oh and watchdog too!

next time we'll book with premier in.

Mark_Hewitt

The new site does seem to do nothing new and considerably less things than the old one. Makes you wonder why the change..

Mark_Hewitt

One thing they do have now is proper photographs of the hotels. I mean how difficult is it to show an actual picture of an actual room at the hotel, rather than a "typical room" which may be nothing like what you actually get!

colmil

Travelodge are totally useless and the sooner everyione realises this the better!

They refused to refund my money as has been stated by others, I took them to the Small Claims Court, won judgement, they still did not pay so I sent in the Bailiffs, it cost them over £170 to pay me £42!

They are a bunch of cowboys, book them at your peril!

gringo69

I tried to book a £10 room and got a booking confirmation number. I had received no email and could not view it on my Travelodge.
Customer Service queriesare not taken over the phone, only online. Online then tries it's hardest to not let you send a message to them.
My query gave me an answer on line that stated that if you receive no email of confirmation and cannot view/amend the transaction then no booking has been made.
So I booked the room again and then I get two confirmations!
Rang up cancellations saying I want to cancel one room but want a refund on the non-refundable room as its not my fault the website has problems.
The guy on the 0871 cancellations number (Mark) said to email customer services online an they normally answer pretty quickly. They are aware of website problems and will pribably offer a refund.
I may of still only paid £20 even with two booking but kind of wish I had paid £55 for the Premier Inn five miles closer to where I wanted to be for all the hassle and stress.
Last year a £9 room ended up costing £33. I need to make a change but because of non-refunds I lost out. I'm sure these non-refundable clauses can't be legally binding.

gringo69

Here's the response I got for my overcharge query.

Thank you for contacting us with regard to your reservation.
Please find below the answer to your question based on the selections you made on our contact us form
When a reservation is successfully cancelled on our Website the final screen will display a cancellation number and also advise you if you will be entitled to a refund dependent on whether your reservation was a Flexible or Saver Rate Room.
When a booking is cancelled by our Reservations Team then the Agent will provide you with the cancellation number after they have cancelled the booking.
If you wish to cancel your booking then please visit our website at: (Money Saving Expert refused to let me post this)
and follow the prompts or you can call our Reservation Team on 08719 84 84 84. Please be aware that the team are open Monday to Friday, 9am – 5pm.
We trust this answers your question.
Kind regards
Travelodge

In other words 'robotic' response ignoring the issue. I rang reservations and they told me I had to reply to the email again and wait 14 working days for a reply. If I hear nothing I can call reservations back and they can arrange a call back. There is no contact details being offered to speak to customer service direct.
Premier Inn definitely next time.
Martin Lewis always tells us to use cheaper options but theres always the saying 'You get what you paid for' and 'If something's too good to be true, it probably is'.
In the future if I can't afford a £55 Premier Inn for a nice family day out, I just won't bother as Travelodge is unecessary stress and hassle.

barneysl51

I have the very same problem as most of above. Wanted to book 2 nights at York and guess what now i have 3 rooms for 2 nights in York.

I have emailed them and just got an automated reply that didn't even cover my question.

Travelodge are a joke!!! They don't care about their customers, I think they seem quite happy in ripping people off and I would think somewhere along the line this must be braking the law and should be stopped.

They know fine well there is a problem with their website yet still take peoples money, to me thats theft and should be stopped NOW!!

Ok rant over, that makes me feel better now. don't think i'll ever get my money back so i'm off to find some friends to go away with.

Suef234

highanx1ety wrote: »

Over the past three days I have attempted to book rooms on the Travelodge website. Each time after completing booking the site flagged up the booking as being not completed. I checked with my bank to see if there was a problem and they told me that no attempt had been made to take money from my account. The problem lay with Travelodge's website. No confirmation was given or booking reference for any on these non transactions.
Today I checked my bank account to find that my available funds were £319 less than they should have been. I contacted my bank to find that travelodge had told Visa to authorise deductions of £319 from my account ( 11 x £29 per room). They have already removed £29 and the rest is pending. Despite numerous attempts to contact travelodge I have had no success. They replies are automated and they have not rung me despite numerous requests.
Has anybody had a similar experience?
Can anybody help me with this problem?

I also have the same problem, I was charged 6 times for 1 room 6 x £52.80. I have tried everything to get this sorted, with no luck at all. I filled in the online form 3 times - no replies, have spoken to the reservation centre, they have said the payments are "ring-fenced" my bank have no idea what that means, but they have confirmed Travelodge have the money. Have no idea what to do now, apparentley customer services do not have telephones to speak to you, and there are also no managers. I am at my whits end now. :mad: