Travel Lodge Voucher

newbussinessowner

We had a room booked at a travel lodge last May (2020) this was a non refundable room which was fine.  Covid comes along and Travel lodge cancel our stay.  They issue us with a voucher.
  This voucher must be used by end 2021.  This is not any good for us.  Do we have any recourse ?  I understand if I had cancelled the room I would have lost my money and I accept that.  This cancellation was not my doing.  Could I push fit a refund ?

eskbanker

Once you accept a voucher it's highly unlikely that they'll buy it back from you with cash - there's nothing stopping you from asking but best be aware that you don't actually have any rights in this sort of situation....

newbussinessowner

Thank you.  I didn’t have an option, they just issued the voucher by email.

[Deleted User]

Although you say you didn’t request a voucher, I think the time for rejecting it was last May. Bit late and doubt you can do much now.  

What did you book?  a night or more? The voucher might need to be used by end of year but not the actual stay?  Perhaps you could book later in year for 2022.  Check the terms.  

Am sure you could find a short break somewhere if you don’t want to forfeit the money spent.  

Sooler

What happens if you book a room flexi rate for December 2021, then near the time cancel it.

Would you get a new voucher?

Doshwaster

Just been through a similar thing myself.

I had a voucher issued last year which I tried to use this week for a night in July. The booking site said the voucher had expired so I contacted their customer support and their response was that the vouchers had to be used in 6 months and it wasn't their fault that I couldn't use it during lockdown.

It was only for £50 so not the end of the world but still annoying. I've previously had pretty good experiences with Travelodge customer services.

ess0two

Doshwaster said:

Just been through a similar thing myself.

I had a voucher issued last year which I tried to use this week for a night in July. The booking site said the voucher had expired so I contacted their customer support and their response was that the vouchers had to be used in 6 months and it wasn't their fault that I couldn't use it during lockdown.

It was only for £50 so not the end of the world but still annoying. I've previously had pretty good experiences with Travelodge customer services.

T+C say got till December 2021 to use?

Doshwaster

ess0two said:

Doshwaster said:

Just been through a similar thing myself.

I had a voucher issued last year which I tried to use this week for a night in July. The booking site said the voucher had expired so I contacted their customer support and their response was that the vouchers had to be used in 6 months and it wasn't their fault that I couldn't use it during lockdown.

It was only for £50 so not the end of the world but still annoying. I've previously had pretty good experiences with Travelodge customer services.

T+C say got till December 2021 to use?

I've been digging into this further and it is really confusing. I don't know if they have different kinds of vouchers/credits with different T&Cs  but I got pointed to this which says eVouchers must be used within 6 months

https://www.travelodge.co.uk/about/terms-conditions/

"2. An eVoucher is valid for 6 months from the date of issue.  When it expires we will automatically delete it from your My Travelodge account."

The email from their customer services helpfully pointed out that bookings could be made 11 months in advance so clearly it is my faault for waiting until the lockdown was lifted before trying to use the voucher.

I will have a think about whether I should escalate this as a complaint.

Jumblebumble

newbussinessowner said:

Thank you.  I didn’t have an option, they just issued the voucher by email.

How odd


This is what they sent me on 1st May for a non refundable booking

We are sorry to inform you that we will no longer be able to accommodate your stay as the temporary closure of our hotels has been extended up to and including 13th May 2020. 

Please do not cancel this booking yourself and read the information below carefully. 

If you prepaid for your booking you are entitled to a full refund. 

Alternatively we are offering you a voucher for what you paid for this booking plus an extra 25% in value.

ess0two

Doshwaster said:

ess0two said:

Doshwaster said:

Just been through a similar thing myself.

I had a voucher issued last year which I tried to use this week for a night in July. The booking site said the voucher had expired so I contacted their customer support and their response was that the vouchers had to be used in 6 months and it wasn't their fault that I couldn't use it during lockdown.

It was only for £50 so not the end of the world but still annoying. I've previously had pretty good experiences with Travelodge customer services.

T+C say got till December 2021 to use?

I've been digging into this further and it is really confusing. I don't know if they have different kinds of vouchers/credits with different T&Cs  but I got pointed to this which says eVouchers must be used within 6 months

https://www.travelodge.co.uk/about/terms-conditions/

"2. An eVoucher is valid for 6 months from the date of issue.  When it expires we will automatically delete it from your My Travelodge account."

The email from their customer services helpfully pointed out that bookings could be made 11 months in advance so clearly it is my faault for waiting until the lockdown was lifted before trying to use the voucher.

I will have a think about whether I should escalate this as a complaint.

We've been locked down since January? surely they need to take this into account when dealing time scales?

I've looked into this further as i've got a voucher, if the original booking was between March20 - December 20.

You can re-use the voucher between March 21 - December 21

Doshwaster

ess0two said:

Doshwaster said:

ess0two said:

Doshwaster said:

Just been through a similar thing myself.

I had a voucher issued last year which I tried to use this week for a night in July. The booking site said the voucher had expired so I contacted their customer support and their response was that the vouchers had to be used in 6 months and it wasn't their fault that I couldn't use it during lockdown.

It was only for £50 so not the end of the world but still annoying. I've previously had pretty good experiences with Travelodge customer services.

T+C say got till December 2021 to use?

I've been digging into this further and it is really confusing. I don't know if they have different kinds of vouchers/credits with different T&Cs  but I got pointed to this which says eVouchers must be used within 6 months

https://www.travelodge.co.uk/about/terms-conditions/

"2. An eVoucher is valid for 6 months from the date of issue.  When it expires we will automatically delete it from your My Travelodge account."

The email from their customer services helpfully pointed out that bookings could be made 11 months in advance so clearly it is my faault for waiting until the lockdown was lifted before trying to use the voucher.

I will have a think about whether I should escalate this as a complaint.

We've been locked down since January? surely they need to take this into account when dealing time scales?

I've looked into this further as i've got a voucher, if the original booking was between March20 - December 20.

You can re-use the voucher between March 21 - December 21

I've escalated this as a complaint. They were saying that the voucher could be used for stays up to December 21 but it had to be booked within 6 months of it being issued - which means that I would have had to book during lockdown when nobody knew when hotels would be allowed to open.