urgent...check ur bank TRAVELODGE taking payments twice!!!

twernip

I'm still awaiting a refund too...I had £128.35p taken out on the 13th and despite emailing the company several times (not been able to get through on the phone) I have yet to have *any* kind of response.
:-(

cbacon1

follow my advice above. I worked there for many years. The senior people really don't give a damn; the FD has a pirate flag on his wall and thinks it is really funny that customer service is so bad. Guy Parsons is a good guy, but the rest leave a lot to be desired.

chrismacky

cbacon1 wrote: »

follow my advice above. I worked there for many years. The senior people really don't give a damn; the FD has a pirate flag on his wall and thinks it is really funny that customer service is so bad. Guy Parsons is a good guy, but the rest leave a lot to be desired.

Still no money today, so its been a week now. I will e-mail these guys and let you know what happens.
:T

chrismacky

chrismacky wrote: »

Still no money today, so its been a week now. I will e-mail these guys and let you know what happens.
:T

Wow ive already had my reply (the second e-mail address came back with sorry i have nothing to do with travelodge):T

Thank you for your email.

I am sorry you have had the need to write to me, but appreciate you bringing these points to my attention.

Please be assured that this matter will be taken most seriously. As such, I have passed a copy of your correspondence to my team and asked that a full investigation takes place regarding the points you raise. You will be contacted shortly.

In the meantime, thank you for your patience whilst investigations are completed, and if I can be of further assistance then please do not hesitate to contact me.

Kind Regards

Jon Mortimore
Chief Financial Officer

Former_MSE_Alana

Hi,

We have received this repsonse from Travelodge. MSE doesn't endorse anything a company says on the forum.

Dear Travelodge customers,

We are very sorry about the recent payment issue that you have experienced. Unfortunately, this is due to a genuine mistake by our payment processing company, The Logic Group, who sent a wrong file for payment; which resulted in a small number of customers being charged twice for a room booking. Please accept our sincere apologies for this.

As soon as The Logic Group brought this matter to our attention, we immediately authorised all payments to be refunded on the same day. However, for some customers this may have taken up to 48 hours due to the bank’s clearing procedures.

We sincerely apologise for any inconvenience this may have caused you and if you have incurred any additional bank charges we are happy to refund them for you. If you have any further queries regarding this matter, please contact us at: customer.services@travelodge.co.uk .

Yours sincerely

Ian Brenkley
Head of Customer Services

spicysomtam

They took 3 payments from me on the 13 July, and refunded the small ones, but the large one is still outstanding. My credit card co has advised that if Travelodge have admitted making a mistake, I should try and get a refund through them rather than taking it up with the cc company. I have sent them two emails regarding this, which have not been responded to. I just tried to find a phone number on their website and only got take to a Contact customer care page. At least the page now has an option for reporting an issue 'I have received a unknown or duplicate charge on the 13th or 14th of July'. I just logged another message through there, so hopefully they can work through it and reconcile it properly. Shame there is no number to call someone?

spicysomtam

So how long do we need to wait? I have sent them three emails and still no reply or refund. I will need to get a refund before my credit card statement is made up. Been a week already; how does it take to reverse payments?

MSE_Jenny

Hi all

We are writing a news story on this. If anyone who got overcharged would like to take part, please private message me with your name & mobile number.

Thanks
Jenny

magictom123

Can someone help me here please.


I have never booked with travelodge before and assumed that they are a reputable company since they have their 'lodges all over the country. I booked a room this morning for a family stay (4 nights) and the reverse has happened to all the people earlier in this thread - travelodge have not taken any money. Everything went through as I wouldve expected (right through to redirecting to the verified by visa page during booking), I have received a booking and invoice number but when I checked the bank no money has come out.

After discovering and reading through this thread, I am reluctant to call them inc ase they say they will do the payment again and then in a few days duplicate payents come out.

Is it normal for them not to take the money for a booking immediately. Their t and c's state that a contract is binding once a booking number has been issued, but again it seems odd that they have not taken a payment.

Normally, I would wait a day or two but this will be our accommodation for a family holiday in a couple of weeks time and don't want to be messed around and maybe ending up chasing money or scrambling last minute for other accommodation.

I hope someone can help or advise please.

Thanks.

terryw

magictom

I book a great many TLs in the sale - i am great fan and stay over 50 nights a year. Consequently, I do not check my bank statements as closely as I should as it is difficult to match which payment relates to each booking.

Once and once only, what you describe happened to me. A booking for four separate nights was accepted but the money was not taken from my account. I did not realize until I turned up for the first booking when it was explained that payment had not been taken. The receptionist could not give any further details so I merely paid the amount for that night (£10) and that was it ...it was no big deal.

Make sure that you take a print of your booking with you.
bw