Bloody Travelodge have my £100 grrrrrrrrrr

redlooney

Has anyone had dealings with the Travelodge group re getting their money back and having to use their email system please ??
I get up at 0600 on their sale day a couple of weeks ago to book a couple of nights in one of their hotels and on putting all my details in including my card details for payment, their website crashed.I checked my email account to see if the reservation had gone through but nothing...so I tried again, filled in the reservation form including card details and it bloody crashed again :mad: but still no confirmation email
Soooo I tried for a third and final time and this time, all swent smoothly and I received a confirmation email within minutes - hurrah
Imagine my surprise later, when on checking my account, they'd taken 3 x the £50 charge out and I had received 2 more reservation confirmation emails...argghhhhh :mad:
I immediately tried to find a customer service phone number to ring them and on discovering their was only one, a 0901 number (£1.50 per minute) I used their web based email system to make my case, to be told "It could take up to 14 days for a reply etc etc"
I've tried budging them using this email system but as yet, nothing and today is day 14
I've now got the email address of their CEO and wonder how long I should wait before contacting him direct ??

susancs

Try this telephone number found on www.saynoto0870 01844 358500. I may have been lucky reading some issues people have had with TL, but similar happened me about 18 months ago and when I rang I spoke to a lovely lady who saw 2 bookings for the same night and cancelled and refunded one of these bookings. It took about a week for the money to go back in my bank account.

redlooney

susancs wrote: »

Try this telephone number found on www.saynoto0870 01844 358500. I may have been lucky reading some issues people have had with TL, but similar happened me about 18 months ago and when I rang I spoke to a lovely lady who saw 2 bookings for the same night and cancelled and refunded one of these bookings. It took about a week for the money to go back in my bank account.

Many thanks Susancs - I shall try that first thing and let you know :beer:

redlooney

I've just tried the number Susancs and gave up after 15 mins of listening to "Your call is important to us" and "Did you know you could email customer services ?" etc etc
Grrrrr - time to email the CEO :cool:

susancs

Glad you got it sorted out.
Edit:
P.S. I would take out your booking reference numbers as this is a public forum.

susancs

[EMAIL="guy.parsons@travelodge.co.uk"]guy.parsons@travelodge.co.uk[/EMAIL]

kidsmadhouse

Thank you Susancs and Redlooney for your advice.

Emailed Guy Parsons yesterday and had a phonecall and response from customer services today.

Dear Ms Walsh,

Thank you for your e-mail which has reached our Chief Executive Office in connection with your booking at our Porthmadog hotel.

I can see that you have since spoken to one of our Customer Service Team members, and that a refund has been processed for your duplicate booking.

I would like to apologise sincerely for the inconvenience and distress which has been caused to you and the time it has taken for this to be resolved.

Firstly I am so sorry to learn that your booking become duplicated and that you had difficulty cancelling this booking as you were unable to log into your account. Our IT department are currently aware of the issue, and I can confirm that they are thoroughly investigating this and looking to rectify immediately.

I also understand your frustration when you got through to our Central Reservation Department and was spoken to abruptly and rudely by the Manager of their team. Please take my assurance that I have passed your comments on and this will be dealt with professionally and efficiently to ensure that this does not happen again, and all team members are reminded the importance of customer care and service.

As a gesture of goodwill to cover the extra expense which you have occurred by phoning our premium line rates, I have processed a further refund for the amount of £10.00. This will appear in your account within the next 5-10 working days.

I trust that this will be to your satisfaction.

Once again, I am truly sorry for all of the points you have raised and for the substandard service you received.

I sincerely hope that if we are fortunate enough to continue receiving you custom, we can provide you with a far better service.
Thank you again for contacting us.
Kind regards

Stacey Sims
Travelodge Customer Services -C.E.O's Office

Its the 1st time I have gone straight to the top, but I had exhausted the correct avenues. I wonder how many emails he gets?? I would be furious with my staff if I was him.

Good outcome, just waiting on refund (food cupboards looking very empty as this was my shopping money for the month!) and the £10 good will gesture will pay for a breakfast when my daughter and I are enjoying our break

macman

I doubt that Guy Parsons looks at any of these emails. These 'email the boss' links are just another marketing ploy. Any complaints will be dealt with by staff much lower down the food chain.

k3lvc

kidsmadhouse wrote: »

I wonder how many emails he gets??

I suspect not as many as you'd imagine - do you really expect that when he's travelling round the country/attending board meetings/running the company he's reading/responding to these on his Blackberry.

My experience would tell me that his 'real' email address is something completely different and all this does is get you through to either the supervisor of the Customer Service team or a.n.other whose job it to filter and respond to those who've had the nouse to find the email address

macman

Same applies to Dido Harding. If she actually read all the complaints 'personally' sent to her at the the CEO's office then she's be working 25 hour days...