Travelodge receptionist

kr15snw

Grrr, just a rant really. As in the end it turned out ok, but this lady so infuriated me! (Sorry about the length)

I know that Travelodges policy is to give away your room if you return late and someone else wants it (as they overbook). Because of this I always try and check in as early as possible to avoid this problem.

This weekend we were going to stay in the Travelodge in Hounslow (near Heathrow). We arrived there at 11am but would not be returning until after midnight. A week before I rang the hotel to check that we could check in then. We understood that check in time was 3pm, but we had no need for the room. Just wanted to say we are here, can you check us in but you keep the key (we did this before at Newcastle airport last year). The lady I spoke to on the phone was very pleasant and said that was no problem atall, as long as we didnt need the room. We could also leave our car in their car park for the day as we were planning on getting the tube into London.

So on Saturday we arrive at about mid day. I walk in and spot the receptionist putting some keys away. She didnt even look up but just said 'yes?'. I explained that we would like to check in as we were not returning till midnight and wanted to confirm the room. But we had no need to go in the room yet. She leant over and tapped on the big 'NO CHECK IN UNTIL 3PM' sign on the desk. I once again explained that I didnt want the room till tonight, but I wanted to confirm that we would definately be coming back. She said nothing.

I then said that I had rang before and was told on the phone this would be fine, and that I had done this before at other travelodges. Then continuing to put her keys away she said 'name?'. I didnt hear her and asked what she said and she turned to look at me (first time!) and went 'WHAT IS YOUR NAAMMEE...' I gave her the names that the 3 rooms are booked under and she went back to her key sorting and just said 'ill make a note'.

I was a bit shocked at her behaviour and asked what we did about the car parking (it was in a service station, so wondering if wed get a permit for the day). Once again she didnt look up, just tapped the car parking list.

I was so annoyed we went next door for a drink, our group were concerned about the room but decided to leave it for now. We then needed to get a taxi to the nearest tube. We walked back into the reception and went to the taxi phone. She didnt even acknowledge that someone had walked in.

But we went into London and had an amazing day.

Returned to the hotel at 12:30 and went to check in. The people in front of us seemed to be having a problem getting their rooms but were soon sorted. I gave all of our names and the guy asked if I could bear with them for 5 minutes while he checked something. No worries I said.

He then returned to say that they werent expecting us to come and had given our rooms away. I explained that we had spoken to the lady before and our name was on the car park register to show wed been here already today. The guy sighed and apologised and went to speak to another member of staff. He then said they did have some rooms, but they werent made up. So if we didnt mind waiting 10 minutes for him to go dress the room then he would happily give us those. He was very pleasant and extremely apologetic so we didnt mind.

So we got our room and just as we walked out we heard a 'What do you mean youve given my room away?! I checked in this morning!'.

Seems like we werent the only one to have problems with the earlier receptionist.

And the next morning to top it off! We went to check out and I just walked up and said 'hello wed like to check out.' All I got in reply was 'See the sign that says check out keys here, well guess what you put them in there!' I was gobsmacked!!

We did get our room in the end and everything was ok, but I just wanted a rant about the USELESS receptionist!!!

Sorry about the length!

bap98189

Did you get the name of this receptionist? Frankly her behaviour was more than unhelpful, it was downright rude.

I would write a letter to the manager, and copy it to someone in Travelodge head office. Explain how unhelpful and frankly rude she was. Mention the helpfullness of the other staff too.

kr15snw

She didnt have a name badge on! She was the only one who I saw over the weekend who didnt! I didnt bother to try and get her name as she didnt seem to like talking to me.

Am tempted to write and describe what she looked like.

asea

i would if i was you. i've worked as a hotel receptionist & that kind of behaviour is intolerable! especially considering it's the HOSPITALITY industry!

Dave_Brooker

kr15snw wrote: »

Grrr, just a rant really. As in the end it turned out ok, but this lady so infuriated me! (Sorry about the length)

I know that Travelodges policy is to give away your room if you return late and someone else wants it (as they overbook). Because of this I always try and check in as early as possible to avoid this problem.

I've always done well from the overbooking thing, last time I ended up in a 5 star hotel at their expense.

Which was nice.

asea

at the travelodge's expense? seems odd for a hotel of that calibre to book you into a 5*

kr15snw

Travelodge have to try and book you into any hotel around them if they give your room away. If the only room thats available is a 5* then they have to give you that!

To be honest though the location of this hotel was perfect and we simply did not want to have to move at 12:30 at night!

ellybelly89

travelodge are excellent with refunding your room if you are not entirely satisfied! well they've always refunded me.

we've complained because of unhelpful and rude receptionists, an unclean room and lack of hot water.

fully refunded each time.

Dave_Brooker

asea wrote: »

at the travelodge's expense? seems odd for a hotel of that calibre to book you into a 5*

Yep, they sent me to a guesthouse first, but I didn't even bother go in, I went back and they rung around local hotels until they found a decent one with space.

At the end of the day I had payed up front for a room and they'd sold my room to someone else so it was their problem to sort it out.

According to the 5-star hotel, they were forever getting travelodge people to put up...

I can't fault travelodge as a company.

lisyloo

They should know who was working there that day, so if you provide dates and times then I'm sure they would know who it was.

Please complain as it ultimately benefits everyone else if you do (including her work mates who must be sick of her too).

gremlin

I too would write and complain. She sounds a complete cow and she shouldn't be allowed to get away with treating people like that. After all you pay to stay there and that pays her wages.

I have worked in the industry and I'll bet you, you'd be doing the other staff a favour by making sure she gets a bollocking by the manager. If she's like that to guests whats she like to colleagues? Sometimes managers need formal complaints to give people a warning. It can be a nightmare trying to sack someone - however unsuitable due to all of the proceedures you have to go through. These (quite rightly) protect good workers, but ara a pain in the bum when someones just crap at their job.

I would ask that you do it as a favour to other guests and her colleagues to complain, and do it soon cos if you're anything like me I end up forgetting to do it until too much time has passed. Just quote days and time and the rota will say who was on duty that day.


Jane x
Go on do it - you'll fell better for it !:D

PS Glad you had a lovely time despite her.