Travelodge not responding to emails

beara

Several weeks ago I spent a night in the Royal Scot Travelodge in Kings Cross, London. I had a dreadful night's sleep and looking at the bed in the morning I found that it was broken with missing wheels in the middle (it was a two piece divan base), causing it to slump in the middle.

I informed the reception who asked me to email the manager and gave me his email address. The manager overheard this and asked me, quite politely, what was wrong. I explained about the bed and he also asked me to email him and he would deal with my complaint.

I did this a day later when I returned home and heard nothing for three days so I copied my email to customer services at Head Office. I got the standard autoresponder saying please allow 10 working days for a response.

I waited 12 working days and heard nothing, so I resent the email to both the manager and customer services. Again I've heard nothing. It's now been over a month since I first stayed and complained, so who should I tackle next?

jess123_2

You've been more patient than I would have been.
I think I would send a recorded delivery letter to the Manager of the one you stayed at. I often have trouble getting replies to emails and find recorded delivery works a lot better.

Silverthistlebeads

I'm still waiting for a matter to be resolved from October!!! I've been called a liar, even though it was my husband who made the complain and he is a travel lodge employee!!

Tea stains on the wall, we were given one small towel and one large towel for two adults and three children, the lights were broken, we had to ask for more pillows and the night duty gave us the ones he was sat on.. dont think I will go on.

Francesca

rosysparkle

I complained about this very hotel after we stayed there in December. We expressed our concerns to the duty manager, and then I wrote to the head office address.

I never had a reply to my letter, which as disappointing, but my bank account was credited with the full cost of my stay.

I wrote to:

Travelodge Customer Services
Sleepy Hollow
Aylesbury Road,
Thame,
Oxon,
OX9 3AT

beara

rosysparkle wrote: »

I complained about this very hotel after we stayed there in December. We expressed our concerns to the duty manager, and then I wrote to the head office address.

I never had a reply to my letter, which as disappointing, but my bank account was credited with the full cost of my stay.

I wrote to:

Travelodge Customer Services
Sleepy Hollow
Aylesbury Road,
Thame,
Oxon,
OX9 3AT

Thanks Rosie, as a matter of interest what problems did you have? I've got to stay in this one a lot over the next year...

Dazi

We stayed at the travelodge at Dumbarton last year and our room had a very unpleasant smell....errrr how can i put it.....like a public loo! coming back from a family meal on the friday night the young lad on night reception asked if everything was ok, i said actually our room smells of urine. He asked me to speak to manager the next day....I couldnt as we were attending a family wedding that day, upon returning that night at about 2 0/c same young lad asked if we had seen manager. I said no, then he told me he was authorised to refund us 1 nights stay. (obviously they had been in the room and sniffed for themselves). I was very impressed at this, as I had just assumed that as I couldnt speak to the manager I would have to send email or letter.

andyrules

Thanks Rosie, as a matter of interest what problems did you have? I've got to stay in this one a lot over the next year...

Here's a link to the thread recently about this hotel - seems we had different experiences, but my as my stay was after rosy's they had likely rectified the problems as she had complained. I believe she also reported them to the fire brigade, a good act of public service. A fine example of why we SHOULD complain when things go badly wrong.

http://forums.moneysavingexpert.com/showthread.html?t=355836

rosysparkle

Thanks for linking to the original thread Andy, I was away in Glasgow for the weekend (not staying in a Travelodge this time!), so I didn't see that the thread here had been updated.

I did report them to the Fire Brigade, and I had a letter back from the local officer saying that they had visited and advised the hotel.

andyrules

Hi rosy
was going to thank you but the button whizzes me to the top of the page. Anyone know what is going on? No smilies either.

rosysparkle

No idea, it does that for me sometimes when I'm in IE but works in Firefox.

Horasio

rosysparkle wrote: »

I complained about this very hotel after we stayed there in December. We expressed our concerns to the duty manager, and then I wrote to the head office address.

I never had a reply to my letter, which as disappointing, but my bank account was credited with the full cost of my stay.

I wrote to:

Travelodge Customer Services
Sleepy Hollow
Aylesbury Road,
Thame,
Oxon,
OX9 3AT

Yet you show no sympathy to our distressing experience at a tea room:rolleyes:

You can't expect the Ritz at a Travelodge!