Hotel complaint

Hoping321

Grumpy_chap said:

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.

Grumpy_chap said:

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.

Grumpy_chap said:

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.

Yes the 2nd room had issues also. Don't expect much ( despite what some comments suggest) for the price (65 for nights 2 & 3 ) but the basic standards. Have also stayed at Travelodge Covent Garden for £110 a night. T

Hoping321

k3lvc said:

@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 

k3lvc said:

@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 

'You chose to stay for the remainder of your trip ' - if I could afford to up sticks and leave I would probably chosen someone more expensive in the first place 

user1977

Hoping321 said:

Grumpy_chap said:

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?

It is the process that I'm really after advice on - they have paid without responding - as in trying to pay me off, no acknowledgement.

If you have a consumer right to anything, it's a partial refund - and you've got one of those. There might be scope for debate about what that amount ought to be, but you don't have a right to a "response" or "acknowledgment" beyond that.

Hoping321

user1977 said:

Hoping321 said:

Grumpy_chap said:

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?

It is the process that I'm really after advice on - they have paid without responding - as in trying to pay me off, no acknowledgement.

If you have a consumer right to anything, it's a partial refund - and you've got one of those. There might be scope for debate about what that amount ought to be, but you don't have a right to a "response" or "acknowledgment" beyond that.

so it is not worth going down a deadlock letter route - seems they have no official complaints process 

TELLIT01

Sandtree said:

Grumpy_chap said:

Sandtree said:

I'm surprised Hilton went to that pricing, the one near us (Zone 2) dropped from their normal ~£150 to ~£100 but never lower.

£45 each is for each person sharing a double room, so £90 room rate. Breakfast extra.
I realise what I wrote could have been read as room rate £45, but that is not what I meant.

EDIT - cheapest normal room rate now seems to be around £150, so £90 was very competitive

I dont think Hilton have ever advertised a PP rate, if there are no meals involved there is rarely a difference in single or joint occupancy, even on a "executive" room with access to the free drinks/snacks in the Exec Lounge. PP tends to me more the preserve of package holidays but then is often misleading given the single occupant supplement they charge etc

Although the hotels may only have a room rate when you book direct, I have seen many instances of 'Per Person' prices being displayed on 3rd party sites.

user1977

Hoping321 said:

user1977 said:

Hoping321 said:

Grumpy_chap said:

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?

It is the process that I'm really after advice on - they have paid without responding - as in trying to pay me off, no acknowledgement.

If you have a consumer right to anything, it's a partial refund - and you've got one of those. There might be scope for debate about what that amount ought to be, but you don't have a right to a "response" or "acknowledgment" beyond that.

so it is not worth going down a deadlock letter route - seems they have no official complaints process 

There's no general requirement for businesses to have any sort of complaints process, and "deadlock letters" only have applicability in very particular regulated sectors. If you think they still owe you money, you make your case via a court action.

sheramber

Hoping321 said:

'You chose to stay for the remainder of your trip ' - if I could afford to up sticks and leave I would probably chosen someone more expensive in the first place 

If you want better quality then you pay more. Your basic requirements  are different from their basic requirements.

Grumpy_chap

Hoping321 said:

3 nights. I did not have the option of booking in somewhere else. It is the process that I'm really after advice on - they have paid without responding - as in trying to pay me off, no acknowledgement. Only when I asked for a response to my complaint they responded.  Loving some of the feedback though. 

There is no real process for this other than whatever complaints procedure Travelodge have in place.  

The state of the hotel did not deliver the level of experience that you reasonably expected.

You had a refund of the first night and the communication on that seems to have been lacking. 

You don't seem to be seeking further refund, but an apology.  You may get that through social media channels and / or an e-mail to the Chief Exec (which will be responded to by a member in the team and not actually the Chief Exec).

I am assuming you have no intention of making a claim through the courts - it's not clear that you'd have any grounds to do so.  In which case, there is no formal process or ombudsman route or deadlock process as such (at least not so far as I am aware).  There may be a trade body that Travelodge are members of, and that may give a route to raise a complaint, but I doubt there'd be much of an outcome.

I do understand your annoyance on this.  You have vented your anger through the TA review (which is not desirable for Travelodge).  You have the partial refund.  It may be time to put the matter behind you and move on (opting for Premier Inn or HI Express next time instead of Travelodge).

In fact, if I were you, the best outcome would be if someone from Travelodge realised that the venue was not up to standard and took action to rectify.  That may happen but it is highly unlikely you'll be told.

Sandtree

TELLIT01 said:

Sandtree said:

Grumpy_chap said:

Sandtree said:

I'm surprised Hilton went to that pricing, the one near us (Zone 2) dropped from their normal ~£150 to ~£100 but never lower.

£45 each is for each person sharing a double room, so £90 room rate. Breakfast extra.
I realise what I wrote could have been read as room rate £45, but that is not what I meant.

EDIT - cheapest normal room rate now seems to be around £150, so £90 was very competitive

I dont think Hilton have ever advertised a PP rate, if there are no meals involved there is rarely a difference in single or joint occupancy, even on a "executive" room with access to the free drinks/snacks in the Exec Lounge. PP tends to me more the preserve of package holidays but then is often misleading given the single occupant supplement they charge etc

Although the hotels may only have a room rate when you book direct, I have seen many instances of 'Per Person' prices being displayed on 3rd party sites.

3rd party sites can be a total wild west... was looking at a budget hotel a couple of months ago and one such site had the rate as £850/night scored through and special offer £65/night... Hotel's own website shows almost all nights more than a few weeks out as £65/night and the highest price being £72.

I struggle to think anyone would think a 3* crash pad type hotel is ever £850/night but someone hoped some false advertising would get people to book.