Travelodge refusing refund

Claire_s_p

It appears that a friend of mine has been barred from Travelodge.

She had already booked several more nights at the Travelodge and it wasn't until she turned up for one of these that she found out that she wasn't welcome to stay there anymore.

She isn't wanting to get the ban over turned, as if they don't want her business she is happy to take her money else where.

What she is having problems with is getting Travelodge to refund her money for all the other bookings that she had made before the ban was put in place.

Customer services appear to be useless they are just waffling and not doing anything, can anyone here give my friend some advice to help her out as every time this matter rears it's ugly head she gets extremely stressed.

Many thanks

visidigi

What is the reason for the ban? This may reflect on your entitlement for a refund.

Claire_s_p

She isn't sure but it certainly isn't anything like destroying property, she thinks it may be down to a homophobic receptionist

[Deleted User]

Hi,

Claire_s_p wrote: »

as every time this matter rears it's ugly head she gets extremely stressed.

has it happened before?

There is no refund on sale or saver rooms.

unholyangel

She needs to put it in writing to them and send it recorded delivery (keeping a copy for her own records). Keep it factual and as straight to the point as possible. She booked days in xxxxx hotel/s on x,y and z dates. She arrived on x date at xxxxx hotel to be informed she was barred. Due to their refusal to fulfil their contractual obligations, she is requesting a full and immediate refund totalling £xxxx. Give them 14 days to respond.


Is there perhaps a reason they are not refunding? Was any damage caused by her or to the room she occupied on one of her last visits? If they suffered a loss due to her breach of contract (if there was indeed a breach), they may be entitled to keep all/some of the money. However, she really should find out why she has been barred.

If they did not have adequate grounds, did not inform her previously etc....it could be her who is entitled to seek recompense for her consequential losses.

EDIT: Ah I was typing while you were updating with further information As above, she really should find out exactly why she has been barred and what "proof" they have. But I would advise to keep any accusations about homophobia out of her letter. Getting emotional in these types of letters can do more harm than good.

Claire_s_p

[Deleted User] wrote:

Hi,



has it happened before?

No she just gets stressed every time she tries to deal with it

wealdroam

[Deleted User] wrote:

There is no refund on sale or saver rooms.

That may well be so if the customer cancels the booking, but if the hotelier cancels then they must make a refund.

Claire_s_p

unholyangel wrote: »

Is there perhaps a reason they are not refunding? Was any damage caused by her or to the room she occupied on one of her last visits? If they suffered a loss due to her breach of contract (if there was indeed a breach), they may be entitled to keep all/some of the money. However, she really should find out why she has been barred.

If they did not have adequate grounds, did not inform her previously etc....it could be her who is entitled to seek recompense for her consequential losses

There was no damage to her room on the previous visit to finding she was barred, Travelodge themselves seem unable to tell her why she is barred just that she is.

She had no idea previous to turning up for her next reservation that she had been barred yet they had her phone number, email and address.

Claire_s_p

unholyangel wrote: »

She needs to put it in writing to them and send it recorded delivery (keeping a copy for her own records). Keep it factual and as straight to the point as possible. She booked days in xxxxx hotel/s on x,y and z dates. She arrived on x date at xxxxx hotel to be informed she was barred. Due to their refusal to fulfil their contractual obligations, she is requesting a full and immediate refund totalling £xxxx. Give them 14 days to respond.

She has emailed customer services in a straight forward way with all the details and they have confirmed receipt of it.

katejo

There has been a previous thread on MSE in which Travelodge guests have been accused of causing damage to rooms or smoking in rooms. when they kicked up a big fuss, they were eventually told that a mistake had been made and they had been confused with another guest. The demand was cancelled. It sounded like a bit of a scam. It hasn't happened to me so I don't know any more.

wealdroam

Claire_s_p wrote: »

She has emailed customer services in a straight forward way with all the details and they have confirmed receipt of it.

The suggestion was that you, or your friend, write a letter.

Don't bother with email, write a real letter, a letter before action.

State the problem succinctly.
Tell them what you expect to happen... e.g. send you a refund of £xx.xx.
Tell them when you expect this to happen... e.g. within 14 days.
Tell them what will happen if they don't do this... you will start court action to recover your money.

Send it recorded delivery.
Google letter before action for many samples if you like.

Have a look at Money Claim Online while you are waiting for a response.