Travelodge - edited title

basscadette

Deleted as not fair on Travelodge who did the right thing in the end.

basscadette

Well that escalated quickly!  Travelodge have admitted that this was a mistake and all refunds/room cancellations are now back on.

R3dders

This is exactly the same trick P&O Ferries are using. As the ferries are still sailing for freight purposes it means the ferries haven’t been cancelled. If cancelled their terms show refunds will be given but as it’s not been cancelled they will offer a credit note. As the travel is not necessary it would be illegal to even travel to the port and in all honesty I probably wouldn’t be allowed to board the boat or enter a foreign country and my insurance wouldn’t cover me. 

bagand96

People really need to dial down the outrage and take some responsibility. A Saver rate is a non-refundable booking. You accepted the terms and conditions. You had the option of a flexible booking but didn't take it.

Yes the Covid-19 situation is unprecedented, it's not your fault, but it's not Travelodge's either.

The Saver Voucher is valid until December 2021. I think that is a very good compromise, even if you write off all of 2020 you still have a whole year to use that credit against a booking for a chain that have hotels everywhere.

After that if you don't like the way they handled it then move on with your life and use a different hotel next time. 

Maggie1may

Very good personal view from bagand96!

I have my own and am allowed to comment as I see fit.

If Premier Inns can be so good about refunds there's no reason why Travelodge can't do the same.

That's all I'm saying.

Aylesbury_Duck

They are two different companies with different operating models.  There may be very valid reasons why they can't do the same.  The simple solution is to remember which companies deserve your custom in future, and which don't.  I've got quite a blacklist going.

basscadette

I did say Travelodge did the right thing in the end.

The thing about people taking responsibility is that these companies are far richer than the average saver rate booker. Whilst neither party could foresee the effect of Coronavirus on a Travelodge Saver Rate booking situation, there is a national ban on travelling for pleasure and TL was told to close. They were able to stay open for Emergency Services only and for 24 hours, used that as a way to worm out of the refunds that were legally due.  Never mind terms and conditions and the public taking responsibility. This was acting in bad faith to paying customers, even if technically and legally it was okay to do it. That's not a good way to run a big British business.

They backtracked a day later and I came back and said so. But the outrage was absolutely justified in these unique circumstances. Other companies understood the situation and did refund, as was morally the right thing to do.  They also understand that an act of goodwill like that in these circumstances will be repaid many times over in customer loyalty and positive brand image.

basscadette

Maggie1may said:

I telephoned Travelodge H.O. this morning re. saver rates vouchers. Insisted absolutely no chance of getting refunds - will be vouchers only. Premier Inns giving refunds to all - their saver rates included. As Travelodge are keeping some hotels open, supposedly to help necessary workers, they can say hotel chain is still open! This is a disgrace and it's about time someone in authority sat on them. Well done, Premier Inns! Shame on you, Travelodge. If anyone wants H.O. direct line to actually speak to someone at Travelodge, it's 01844 358500. Hope everyone calls to complain.

That's strange because anyone that still had an outstanding booking when the hotels were closed by the government is now due a refund or a voucher+25%. 

p00hsticks

Aylesbury_Duck said:

They are two different companies with different operating models.  There may be very valid reasons why they can't do the same.  The simple solution is to remember which companies deserve your custom in future, and which don't.  I've got quite a blacklist going.

I think we also need to bear in mind that companies have an obligation to their employees as well as their customers.

Some companies will have enough money in the coffers to both pay staff and provide full refunds even when not legally obliged to, but for others it may be a compromise between refunding the customer and laying off staff, who will often be on minimum wage in the first place and may even find themselves losing their accomodation too. 

(I have no idea what either Travelodge or Premier Inn are doing for their employees)

Aylesbury_Duck

p00hsticks said:

Aylesbury_Duck said:

They are two different companies with different operating models.  There may be very valid reasons why they can't do the same.  The simple solution is to remember which companies deserve your custom in future, and which don't.  I've got quite a blacklist going.

I think we also need to bear in mind that companies have an obligation to their employees as well as their customers.

Some companies will have enough money in the coffers to both pay staff and provide full refunds even when not legally obliged to, but for others it may be a compromise between refunding the customer and laying off staff, who will often be on minimum wage in the first place and may even find themselves losing their accomodation too. 

(I have no idea what either Travelodge or Premier Inn are doing for their employees)

I absolutely agree.

pelirocco

I have said it before and I will keep saying it , you haven't lost any money , you lost that when you paid it over , ALL you have lost is a night away , and experience , a what ever .