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travelodge - Praise for a change

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We were due to stay in north london last weekend, our area went into covid zone 3 a few days before. We advised travelodge, initial response was that we were in zone 2 and so was the hotel, but this was just before we ended up going to zone 3 and we replied to say we couldn't travel. Email from travelodge a couple of days later to apologise for lack of response; we'd suggested that we could delay our stay, they said it's easier to just refund money to the card which was good as it was a cheap, non refundable rate. Checked card a couple of days later and the credit had been processed, however it was the gross amount including the free night which we hadn't paid for. Responded to say that too much had been credited but they said they couldn't take another payment or credit and we should take it as an inconvenience payment. Can't fault their CS as it is an event out of their control.

Comments

  • mattyprice4004
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    I've always had good service from them - I usually prefer Premier Inn, but when I've used Travelodge in the past I've found them to be excellent.
  • jonpurshouse
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    My experience is different. Booked 3 days ago for London for the 22nd December for 4 nights.

    Dear Mr XXXXX

    Thank you for your email.

    I’m sorry you’re unhappy that we are unable to provide a refund/voucher for your saver rate booking. However our temporary amendments to saver rate terms and conditions expired on 23rd June 2020. For saver rate bookings made on or after 24th June 2020 our standard booking terms and conditions apply. 

    Saver rate bookings are non-refundable but can be amended allowing you to change your arrival date.  We have temporarily waived our usual amend fees for Saver Rate bookings until further notice allowing you to change your arrival date.

    Kind regards,

  • NottinghamKnight
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    Booked at a different time under different conditions so not surprising their response isn't the same. They are offering a change of date which isn't unreasonable, and you only booked a few days in advance, think this is pretty standard practice.
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