Travelodge not responding to emails

bailar

I thought I was alone n the Travelodge world - glad I came on here. Bit by bit Travelodge are freefalling into; poor service, poor standards, and customer care doesnt exist.

I visited Aberdeen and asked about WIFi told it's in the room and advertised. Tried to get on the ne and eventually after direct dialling the provider was told it was down. They gave me a call number as I felt I had grounds for complaint. Contacted their customer service twice - One automated reply the other nil. Nothing happened thus I'm here !!! . Would say that premier inn although dearer just about fall on their face with customer service - almost daring you to find a fault. The Travelodge was also very tired and I'm tired of it also!

anonymous_86

Personally I think that people should understand the complex day to day running a hotel requires and the fact guests will exaggerate, you are all very critical in your points of view but do you really understand what it is exactly a budget hotel should provide, and regards to complaints try understanding and reading into complaint policies and that is not soulfully the hotel managers involvement to reply to yourselves about complaints. Personally i think you should all get you heads out of your proverbiables and tone down your attitudes.

uk-tyler

anonymous_86 wrote: »

Personally I think that people should understand the complex day to day running a hotel requires and the fact guests will exaggerate, you are all very critical in your points of view but do you really understand what it is exactly a budget hotel should provide, and regards to complaints try understanding and reading into complaint policies and that is not soulfully the hotel managers involvement to reply to yourselves about complaints. Personally i think you should all get you heads out of your proverbiables and tone down your attitudes.

So which Travelodge do you work at then?

Any hotel chain that ignores is customers is heading for bankruptcy. Without repeat visitors they will soon run out of customers.

Not many people expect a budget hotel to be the Ritz, but most expect it to be clean, and the services offered to be provided.

When things are not right a complaint should be acknowledged, investigated and answered, not ignored.

natashasprite

So here is my Travelodge problem! I booked a stay for me and my husband and then for my brother and sister in law. Since my sister in law was pregnant she decided she was not up to the trip and therefore I cancelled their part of the stay.

The problem is that the card my husband paid with is now destroyed and the bank have said contact Travelodge they can issue a cheque. The big problem is Travelodge seem to think my old bank will magically make the money appear to us even though if Travelodge sent the money to a closed account I believe it would mean Travelodge still hold the money as that payment would be rejected? Anyway have stated to Travelodge that issuing a cheque in the name of the card holder is not a privacy issue. I would like to note this is not a mere £9 but in fact £61!!! Any comments?

PhylPho

anonymous_86 wrote: »

Personally I think that people should understand the complex day to day running a hotel requires and the fact guests will exaggerate, you are all very critical in your points of view but do you really understand what it is exactly a budget hotel should provide, and regards to complaints try understanding and reading into complaint policies and that is not soulfully the hotel managers involvement to reply to yourselves about complaints. Personally i think you should all get you heads out of your proverbiables and tone down your attitudes.

Well personally, I think people should understand the not-too complex concept of brands.

At launch, Travelodge quickly established itself as a quality brand synonymous with value for money, comfort, and convenience.

But no market sector is a constancy and pretty soon, other brands were fast developing: Premier Inns, Holiday Inn Express, etc.

All these operators began to crowd the income terrain once well-nigh monopolised by Travelodge with the result that Travelodge, in its various incarnations in the successive, if not successful, hands of various different owners, decided to move elsewhere.

Its rooms-for-£9 offers certainly made for eye-catching marketing but an income stream posited on those kinds of prices is never going to sustain longterm profitability. . . unless operating costs are cut.

Today, then, Travelodge is a brand that has devalued itself, an operator in the cheap but anything but cheerful sector, where staff have no choice but to work in an acutely cost-conscious environment or find another job elsewhere in the accommodation industry.

One-time Travelodge users have an easier time of it, of course: they can vote with their feet, and undoubtedly have.

terryw

I am a regular travelodge customer. I fill my boots when the 9 pound sale is on and have only rarely had a problem whilst at the hotel and this has always been fixed to full satisfaction.

I have a sligh puzzle though. On two separate occassions recently, I have turned up with the printed booking confirmation and I have been informed that payment was not taken and the card was merely used to book and payment was due. I am not very well organised and destroy bank and credit card slips rather than keeping them, so i can´t really check except by obtaining duplicate statemens and for the sake of 9 pound this is not cost effective.

Has anyone else had to pay on arrival after having booked over the net with what was thought to be prepayment?

Calbo

I have just had a bad experience at the Liverpool docks travelodge-I have sent them an email after giving up on the phone numbers.Here's my experience...

Firstly.I have tried over 8 times in the last 48 hours to contact both customer services and the hotel via telephone and all the calls have been unanswered-even the booking line- and as it is a premium rate number this has cost me to listen to numerous recorded announcements to receive no reply.
I have spoken to head offices reception that informed me to send an email via the web site but your web contact form wouldn't load either. I wish I had taken heed of various bloggs about your services-see money supermarket.com


I arrived on the 15th and waited a while for a member of staff to appear. She was pleasant and I have no complaint with her at all.

The room was one of the dirtiest rooms it has been my misfortune to have booked in 30 years of staying in hotels worldwide. There are only two that were dirtier and they were in India and Beirut.

I stay in hotels approximately 140 times a year through work and pleasure.

Details of the room- 111
The toilet and sink were dirty and the sink was cracked. They looked like they had been wiped with a dirty rag. There were hairs in the sink,shower and toilet (on the seat and the lid including pubic hairs or similar)
The shower curtain was mouldy and the walls were also dirty,mouldy and dirty.
The floor looked like it hadn't seen a mop in years.
The carpet was dirty and had bits all over it including a couple of very large mystery stains that I didn't want to inspect too closely. I can only imagine that the 'hotel' (sic) doesn't posses a vacuum cleaner.
The bed had hairs both in and on it-I am shaven headed so tend to notice these things.
The walls were scuffed and had patches of plaster showing through.Not too much of a problem by itself but add up the whole picture and it's not pleasant.
The kettle looked like it had been used in a car workshop for a number of years and had stains all over it and the inside looked positively worrying.

I asked the receptionist if this was the cleanest room they have and she showed me another-room 11 (room 101 would be more fitting)
I didn't get the feeling that she was suprised by my complaint and she had the look of somebody resigned to the fact that people are going to complain.

This room looked slightly better so I moved my things into it.
Yet again the toilet,sink and shower had obviously not been cleaned or somebody had used the same dirty rag to wipe them down doing an excellent job of spreading the dirt and bacteria around.
The toilet had feces around the hinge and the obligatory hairs as per the first room-I assume this must be company policy to provide free hair with every room.
The kettle was slightly newer than the other one but was also dirty which necessitated me boiling it a couple of times-which served a purpose of tipping it in the shower,toilet and sink as an attempt to sterilize it a bit.
The carpet also had a couple of stains that I would rather not dwell on what they could have been.
When I took a spoon from a mug in anticipation of using the one supplied tea bag and the sachet of sugar the mug raised with the spoon as it was welded to the bottom of the mug with old dried coffee.
The bed also had the look of being used by a cat as a play area for a week. I fully expected to find a dead mouse amongst the pillows.
The tv remote did not work and had buttons missing but I liked the inventive way the batteries had been fixed in with lashings of sticky tape-this kept to the interior design theme of a students bedsit or sanatorium communal room.

I can honestly say I was shocked of the standard (or lack of it) of hygiene.
I haven't felt it necessary to keep my clothes on in a hotel bed and shoes on to avoid coming into contact with the carpet for many years (see Beirut above)

Early the next morning it was intresting to listen to the cleaners (ha ha) or staffs conversations held outside the door at levels that would put howler monkeys to shame. Maybe they are so convinced that nobody would be mad enough to stay in one of the rooms there that they could afford to not worry about waking anyone.

On leaving I was asked if everything was allright with the stay at which point I gave a few of the reasons why I wasn't happy. I was offered a re-fund but as I was allready late for work due to the lack of sleep (see howler monkeys above) I said I was in a rush and -I assume it was the manageress- took my number and said she would call me later to discuss it and give a re-fund. I didn't receive a call at all and when I tried calling the 'hotel' the phone is never answered.

As an interesting note, a staff member of the local company I was working for informed me that it was well known to the locals as -and I quote-' a sh** hole' and that it was used by the local prostitutes for 'business purposes' (allegedly I'm sure)I do not find this hard to believe except that I thought prostitutes would have better taste in accommodation.I booked in to the Novatel for the rest of my stay and I must say I wish I had paid the extra few pounds to stay there in the first place-It's a fantastic hotel and I have sent them an email to let them know that they don't really need to try so hard as the competition locally is limited.

I must point out that I have stayed in a great many travelodges since they first opened and have always thought highly of them but they all seem to be getting worse every time I stay in one and can only assume that your company has now set itself incredibly low standards-and are failing to meet them consistently. I will now avoid your chain like the plague-literally in the docks travelodge's case in fear of catching it.

I would request that you look into this matter and contact me within 5 days to refund my money. I think I have a valid case under the trade descriptions act as I was given the impression that I was booking a hotel room.

AndyinLondon_2

Me and a female colleague once booked 2 rooms in a Travellodge because it was the only hotel near where we needed to be that had rooms.

When we checked in, the receptionist said to me "Your room is on the ground floor". She then said to my colleague "Your room is on the first floor. We don't put women on the ground floor in case someone breaks in during the night and attacks them" :eek:

It is fair to say I did not sleep well that night....

jockettuk

terryw wrote: »

I am a regular travelodge customer. I fill my boots when the 9 pound sale is on and have only rarely had a problem whilst at the hotel and this has always been fixed to full satisfaction.

I have a sligh puzzle though. On two separate occassions recently, I have turned up with the printed booking confirmation and I have been informed that payment was not taken and the card was merely used to book and payment was due. I am not very well organised and destroy bank and credit card slips rather than keeping them, so i can´t really check except by obtaining duplicate statemens and for the sake of 9 pound this is not cost effective.

Has anyone else had to pay on arrival after having booked over the net with what was thought to be prepayment?

yes sometimes ive had to pay on arrival at hotels as the credit card or debit card only been taken as proof at time of booking..

Calbo

I have filled in and sent the customer services form/email (see post above) but have still had no reply. When I have tried to send an email directly to customer services they just send it back again to me with no other text etc.What a terrible company! I have to stay in London this week for a few days and have booked a different hotel chain, The rule of thumb seems to be 'check out the posts and reviews here and elsewhere before using a service/company etc'. I will never use a Travelodge again-in fact I'd rather take a tent!