Hotel complaint

Hoping321

I recently complained about the state of a Travelodge hotel and hearing nothing back after 15 working days sent a follow up email. They had already asked me to send pictures of the issue. See review on trip advisor  Travelodge Kingston upon Thames   - “ Put me off Travelodge for life “

I then went to ' pay off my credit card bill in full ' 😉 and noticed that Travelodge had refunded 49.99. I had not noticed as have not used credit card in the past week. Seems like this is an attempt to pay me off to shut up - there was no email / letter regarding this. Then I got a response:  " I have reviewed this case with a senior member of customer services and we believe that a refund of your first night is an appropriate resolution in regards to your complaint. I am sorry for any disappointment this may cause." . People have suggested that should have moved hotel - this is not the point. 

Any advice on next steps - or am I pretty much stuck with this outcome ?
Thanks. 

Grumpy_chap

Hoping321 said:

I recently complained about the state of a Travelodge hotel and hearing nothing back after 15 working days sent a follow up email. They had already asked me to send pictures of the issue. See review on trip advisor  Travelodge Kingston upon Thames   - “ Put me off Travelodge for life “

I then went to ' pay off my credit card bill in full ' 😉 and noticed that Travelodge had refunded 49.99. I had not noticed as have not used credit card in the past week. Seems like this is an attempt to pay me off to shut up - there was no email / letter regarding this. Then I got a response:  " I have reviewed this case with a senior member of customer services and we believe that a refund of your first night is an appropriate resolution in regards to your complaint. I am sorry for any disappointment this may cause." . People have suggested that should have moved hotel - this is not the point. 

Any advice on next steps - or am I pretty much stuck with this outcome ?
Thanks. 

How long did you stay at the hotel?

You have a refund for the first night.

What resolution are you after?

user1977

You haven't explained in the text what the problem actually was. I can see some stains on the carpet in your pics - is that it? Didn't you raise it with the hotel at the time?

emmajones1976

How many nights did you stay in total? We have no idea if you have half of your money back, or a third, or a quarter, or a fifth etc etc.

68ComebackSpecial

The review gives some more information about the complaint and that the total cost of the stay was £176

https://www.tripadvisor.co.uk/Hotel_Review-g504175-d262489-Reviews-Travelodge_Kingston_upon_Thames-Kingston_upon_Thames_Greater_London_England.html

born_again

68ComebackSpecial said:

The review gives some more information about the complaint and that the total cost of the stay was £176

https://www.tripadvisor.co.uk/Hotel_Review-g504175-d262489-Reviews-Travelodge_Kingston_upon_Thames-Kingston_upon_Thames_Greater_London_England.html

All that is, is a link to TL hotels in the area...

Perhaps Op would be better to explain.

JGB1955

https://www.tripadvisor.co.uk/ShowUserReviews-g504175-d262489-r813795452-Travelodge_Kingston_upon_Thames-Kingston_upon_Thames_Greater_London_England.html?m=19905

works for me......

k3lvc

@Hoping321 not sure what more you expect for £50 a night for a London hotel - sure it's not the cleanest (esp in Covid times) but there's much worse out there

You chose to stay for the remainder of your trip (and they certainly weren't going to replace the carpets/change the room layout for you) so a reduction/1 night refund looks realistic and you retain the right to vote with your feet next time 

Grumpy_chap

This is the OP's review published on the other site:

Put me off Travelodge for life

Have complained via website, still nothing back
Paid £176 for less than ‘amazing value’. I expect a basic standard of cleanliness / layout at £29 or £69 ( booked within 2 weeks due to leave issues)
The ‘amazing value price’ was less than evident from getting out of the lift. On the floor what appeared to be vomit stains greeted me outside my room. Once in the room I noticed there was another stain ( unknown) on the side of the bed and the bathroom door would not close ( blocked by the toilet seat). I had seen a notice regarding steam setting off fire alarms previously and thought this was a concern – not so as advised by reception who also said this issue had been raised previously by a customer (??).
The surfaces were layered in dust and light fittings were hanging off.
When I used the stairs rather than wait for the lift, I noticed that the carpets on the stairwells were even worse than the stain outside my room door, they were in a disgusting state. I had a pre booked meal so had to leave after showering. I came back later and spoke to reception who after a long conversation agreed to move me to another room. Again the stairs carpets were in a similar state and the room (this was set up as a family room with 1 x double & 2 x twin beds) had mirror lights not working / broken no TV remote and I then had the same problem with late check out – knock on door followed by housekeeping walking in at 10am (I had late check out until 2pm). Following this early call, I threw everything into my case and left ASAP.
My feedback to them regarding this visit includes “ did you guys miss Covid” as only people desensitized to filth would stay in this property
Has put me off Travelodge for life."


Refund for the first night was £50, so the £176 suggests a stay of 4 nights?

The OP at least raised the issue at the time and was moved to an alternative room. 

State of wear in the communal areas is unwelcoming, and does look like a refresh is required.  However, you won't be padding around in those areas in your nightwear / barefoot etc any more than you would in the main shopping street outside.  That does  not excuse the state of the areas, but the direct impact is probably low once your are in the room and the door closed.

It is hard to see how big / bad the stain is on the carpet in the bedroom.  The other photos seem to show the room is clearly tired and in need of a refresh but not sure that anything more than that is demonstrated.

Having been refunded the first night, I suppose the option to the OP is accept it and stay the other nights (which need to be paid for), or refuse and move to another hotel.

Unclear what remedy the OP thinks would be appropriate.

Sandtree

You had one night in a bad room and were then switched, they have refunded you for one night... doesnt seem too unreasonable to me.

Most the carpet issues dont look like stains but bleaching, presumably cleaning for a stain/issue with materials too strong for the quality of the carpet.

Grumpy_chap

Sandtree said:

You had one night in a bad room and were then switched, they have refunded you for one night... doesnt seem too unreasonable to me.

I read the review that the OP was in the first room, showered and went for dinner, then spoke to Reception after the evening meal and was moved to the second room before bed.

Then, the second room also had faults (communal carpets, mirror lights and no TV remote).  Not sure whether the OP requested a TV remote.

Maybe the OP will return and provide clarification - looks like the thread was started before the OP left for work this morning so maybe they'll update this evening when they are back from work.