Travelodge not responding to emails

moowoman

I am so glad I am not the only who thinks travelodge really isnt worth the cheap rate (or in some cases expensive) ... anymore

Lets hope I get a reply about the horrendous stay at Kings Cross I also had.

Any idea other than trip advisor where we can review the hotel to warn other customers of our bad experiences?

C :mad:

mshappy

I stayed at kings cross Royal scot lasr summer and Had no problems at all with our room.

brightonman123

beara wrote: »

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.quote]

beats me why he needed an email, rather than inspect the bed / sort redit there and then.. maybe done so he could fob you off later, without having a confrontation..?

poor quality checks either way- by room staff / supervisors. i am sure you wouldnt have been the only ones to suffer.

sanddancer_3

I have had a very poor experience with Travelodge UK.

My original issue was that I made 2 bookings but wanted to cancel part of one of the bookings, however trying to use their website to cancel or use the automated telephone to cancel is a non-starter. So I emailed, and got a reply back telling me to ring, giving me instructions as to how to speak to a human!

On speaking to the operator I was told the only way to cancel part of my booking was to cancel my whole booking, but that because the system had allocated the booking as a Package, I couldn't rebook the part of the stay that I wanted to use ( I booked a Friday and Saturday (Flixible booking) - Wanted to cancel friday and keep saturday, as my second booking was for Friday only and was a saver rate and couldn't be cancelled.)

So I couldn't cancel, I was told to right to the customer services team as they don't provide a telephone customer services line (So mark down for not offering what the customer wanted)

They rejected my complaint as apparently their T & Cs explicitly explains their cancellation and amendment policy. However not being a lawyer, I can't work out the T and Cs from G&Ts.

Eventually the night of the stay came. We checked in for the two night stay.
Went into town for the night. On returning to the hotel we decide that we best not take any risks and checkin to the second room, but not occupy the room.

The next day on check out of the single night room, we were informed that the room that we checked into first was the single night room, and that the other room, the one we didn't check into until later was for 2 nights.

Obviously we were annoyed as we could have fallen fowl of the No show cancellation policy, but simply the mistake the receptionist made and the need to change room was really annoying.

We tried to complain at the hotel, but the receptionist were foreign and didn't understand the complaint, and there was no manager available to speak to.

We wrote a complaint letter to travelodge and they responded saying that we made the mistake and that they were not going to help us or offer any compensation.

So two customer service issues and no resolution.

Furthermore a friend had an Overbooking experience with Travelodge, I wasn't aware of this policy until Travelodge informed us of it during one of their replies, and subsequently my friend falling fowl of it.

So I built a website making people aware of Travelodge and their policies.
The site was travelbodge.co.uk but it has now been taken down as I have received a cease and diciest letter from the Lawyers of Travelodge.

They wanted me to take the site down, which for the moment I have done.
They want me to hand over the domain name as it infringes on their trademark TRAVELODGE.

However a friend of mine has a successful business selling badges, so I have redirected Travelbodge to Travelbadge and pointing to his ebay store.
Bodge and Badge could be easily mistaken for one another as the difference between an a and an o is subtle.

I would like to know what my next course of action could be for:
(1) Complaining to some higher power about travelodge and in particular their T and Cs.
(2) Whether they can legallly take the domain name off me.

I have already seen citizens advice and they chap there was great but couldnt offer any assistance as Travelodge are not part of any hotel association or trade body, and therefore cant be pursued along a hoteliers body type avenue.

The OFT could be a course of action, but I cant find the information that might be relative to this on their site.

regards

Sanddancer

taxiphil

sanddancer wrote: »

They wanted me to take the site down, which for the moment I have done.
They want me to hand over the domain name as it infringes on their trademark TRAVELODGE.

Infringes on their trademark???

I think they're trying to bully you by coming out with a load of nonsense.

Unless you're using their name to run a rival hotel business, or profit in some other way by "passing yourself off" as Travelodge (i.e. pretending to be Travelodge), trademark law doesn't enter the equation.

There's no law against having a protest website about a company, or even using their name or logo to illustrate your website.

I really don't think you should be bullied into taking the site down or handing over the domain to them.

liz_uk

Stay at Premier inn.... They are the only hotel to offer the `good night guarantee`.. if you don`t have a good night, they refund you in the morning !!

I am a receptionist with them, but I get complete job satisfaction if a guest comes to complain and I say `here you go - have your money back`.

Brooker_Dave

sanddancer wrote: »

Furthermore a friend had an Overbooking experience with Travelodge, I wasn't aware of this policy until Travelodge informed us of it during one of their replies, and subsequently my friend falling fowl of it.

I had one of those, ended up in a country house hotel with breakfast for travellodge money.

If they're overbooked they find another hotel for you.

yeslek

beara wrote: »

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?

i stayed there on the w/e and was quite appalled at the crap service and shoddy room quality...its a shame as the night before i'd stayed in a travelodge in edinburgh that was beautiful and excellent service.

how did you get an email address by the way as when we complained we had to fill in a form an was told 'we'd be contacted shortly.

i have just emailed them also.

Paul1_2

beara wrote: »

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?

Patience is needed when emailing Travelodge, the 12 working days quoted is not UK time! We raised a complaint after a stay at Manchester Airport at the start of a 3 week holiday, came home and went to work for a few weeks before they responded.

Issues for us: broken alarm clock (useful for catching flights) and jobs worth staff wanting to charge £7.50 for a bowl of cereal for a child. Thankfully Premier have open next door, so guess where we'll be from now on!

Paul1

Devlin_2

I must be the lucky one, I stay at travelodges frequently and have never had ( touch wood ) a problem. You do get what you pay for though, they are not the Ritz.