Travelodge - demanded 2nd night payment - am sure I'd paid online?

alisont

I'm just back from a sunny weekend break in Bristol.
I stayed at the newer Travelodge Mitchell lane. Could not fault the hotel - clean, large, comfy room, tucked away from any hen/stag parties.
On return from shopping Sat my key did not work so went to reception who said I had not paid for Sat night. Now I'd booked my 2 nights weeks apart at saver rate of £32.50. So I'd of paid at time of booking - I had printed room reservations but they said that was not enough - I had to check my bank statement - I can't do that for tomorrow.
After a long debate I had to pay £32.50 - they would not budge and I needed my room and all my stuff was there.
I will go to my bank tomorrow but I can't see how id not of paid on booking - they just don't operate like that.
Got a feeling if it was a type of con it will take some doing to get my money back.
A friend has said this has happened to him and he's given up trying to get a refund.
I've never had problems with travelodge before - but this did seem strange - why was this not mentioned on my arrival, I know they over book a lot but never had to pay twice.
Hope this was a genuine glitch otherwise it will put me right off Travelodge!
Anyone had this happen to them?

p00hsticks

I agree that it doesn't sound right. It's very common for your key card access to have to be renewed each day if you have individual day bookings for a multiple night stay, but they always take payment at the time of booking online, even for flexible rates. So I suspect that they were wrong to ask for payment again - hopefully it will turn out ot be poorly trained new staff - please let us know how you get on in sorting this out.

I've stayed in many Travelodges (although not this particular one) but never been asked for further payments when I got there.

alisont

Thanks, it was a manager and an assistant I dealt with - manager seemed very abrupt I felt over this. Said its happening lots even on £9 sale rooms. I got terms & conditions on my phone off travelodge site saying with saver rates you pay on booking in full but she was adamant I had to pay.

As I didn't have my bank statement to hand I did decide to give in and pay as cant accuse them of anything without proof. I always thought printed booking confirmation was proof enough.
I will go to my bank to check tomorrow, if it was wrong I shall be getting in touch with them and will expect an apology/refund quickly.

Just seed wrong to me!

hcb42

I think it is likely they didn't take the payment, it does happen sometimes

alisont

hcb42 wrote: »

I think it is likely they didn't take the payment, it does happen sometimes

That is what I hope is the case, but the whole way they dealt with it at the hotel was poor - they really need to inform people on arrival or on the confirmation email, not half way through the 2nd day by locking you out! It took an hour to sort it out and I found the managers tone very 'abrupt'

I shall check today as I want to write a review for on here as I found the hotel itself very good, miles better/nicer than the other Bristol one.

butler_helen

I paid by Amex at a travelodge and so had to pay on arrival, although I got a booking confirmation.

(they did downgrade my family room to a double though - then gave us a flooded disabled one. So we didn't get away completely fine!).

p00hsticks

alisont wrote: »

they really need to inform people on arrival or on the confirmation email, not half way through the 2nd day by locking you out!

In my experience, I don't think that the 'locking you out' really has anything to do with whether you had paid or not paid for the second night you had booked (although it obviously complicated matters when you came to get the key re-activated). I've always booked multiple night stays a night at a time to get the best rates (as Travelodge themselves recommend), and although you are always able to remain in the same room throughout (providing you consistently book the same room type) we are always told that we will need to have to get our key cards reactivated each day as a result.

McKneff

p00hsticks wrote: »

In my experience, I don't think that the 'locking you out' really has anything to do with whether you had paid or not paid for the second night you had booked (although it obviously complicated matters when you came to get the key re-activated). I've always booked multiple night stays a night at a time to get the best rates (as Travelodge themselves recommend), and although you are always able to remain in the same room throughout (providing you consistently book the same room type) we are always told that we will need to have to get our key cards reactivated each day as a result.

This has always been my experience too.

alisont

Well it seems that Travelodge had not taken payment, so I stand corrected!
I got my bank statement today and checked it with the bank staff - I booked the Fri night first and that went out fine, booked the Sat night a few weeks later on and they never took the payment - nothing went out yet they sent me a confirmation.

I'm so glad that it has not gone out twice but obviously feel bad mumbling about and questioning, Travelodge as everything else was really good - clean, comfy room.

In all my years of booking with Travelodge with the sales and saver rooms I've always has to pay up front, non refundable. I'll know for future bookings now and i need to keep a closer eye on online, but would of expected to have been told on arrival and with a less abrupt manner.