Travelodge Cancelled my Booking

Suggs

I am still fuming at this!!!

I have for around 8 months been staying at various travelodges in the Winchester area, as I work 12 hour days and live 110 miles from work. Depending on the shift pattern, typically this is 2 or 3 nights a week. Why travelodge? until very recently I was enjoying a great number of £26 stays in the area.

I had two nights booked this week, Monday and Wednesday evening, am not able to book Tuesday I presume this is because of the Battle of Trafalgar celebrations in the Solent.

Left work last night and in spite of having my work number, my email address, I had two voicemails from Travelodge. (I do not get a mobile signal, where I work) The first voicemail was that due to overbooking, I was been moved to a bed and breakfast in Stockbridge. The second voicemail at 5.30pm was that I was been moved to Newbury Chieveley, a nice little round trip of 66 miles!! :eek:

Because of the lateness, I went straight to the orignal Travelodge to ask for an explanation, none forthcoming, poor lady in reception just apologised and said I was moved along with 2 others!! When I suggested that I wasn't too happy with this and I might not go to Newbury Chieveley I was told that I would probably be billed for it!! This is in spite of them failing to follow their own T & C's :mad:

I am annoyed, that as a regular customer I was moved and I just want to know if other people have had similar problems with hotels cancelling? What can I do??? Short of taking my business elsewhere?

Thanks for your time.

loobs40

email or write to the chairman/chief exec of the company. The chairman's office usually has a group of people who work specifically to deal with complaints sent to this office, and they usually deal with them quickly.

MrSmartprice

If you had a contract with them to supply a room on a specific day, then they are liable to compensate you if they break the contract. You should claim for excess cost of a replacement room elsewhere, plus excess travel. Also a sum for the inconvenience of being bumped off at the last minute. They may wish to offer compensation in kind, namely free nights in one of their places. Don't let them off the hook, they are the ones who broke the contract.

alanrowell

MrSmartprice wrote:

They may wish to offer compensation in kind, namely free nights in one of their places. Don't let them off the hook, they are the ones who broke the contract.

Give that OP is spending a lot of time at Travelodges that may be the best - and easiest - way to get compensation and he may end up financially better off

saveapenny

Check there bumping policy or walking policy most hotels if they "walk" you tehy do not charge you for the nights stay (unless it says different in T&C's) then write to the big cheese.
good luck

Suggs

Just checked through the T&C's no mention is made there of a bumping or walking policy.

I have rung to complain, and notes were made which "will be forwarded to the duty manager, who will be in contact"

I will see what happens before I make it in writing to the MD.

Thanks all for your comments

Suggs

Came home to a letter from Travelodge today.

In it it explains that there is a need for flexiblity and that in allowing for cancelation by the public some overbooking may occur.

No explanation of the "bumping" policy which is really annoying. :mad:

Did Enclose a Free overnight stay voucher for anywhere in the UK though :rolleyes:

I am considering writing back asking for a better and clearer explanation.

Thanks again for your messages.

blindman

Hotel 'walking' policy.

1.The hotel should refund you the cost of the night you were walked.

2.They should find nearby accomodation at least at the same level you booked.

3.They should provide transport\refund costs of getting to your new hotel.

Basically you should get a free nights stay at a nearby hotel of the same star rating.

Definitely write a polite but firm letter to the CEO.

Suggs

blindman wrote:

Hotel 'walking' policy.

1.The hotel should refund you the cost of the night you were walked.

2.They should find nearby accomodation at least at the same level you booked.

3.They should provide transport\refund costs of getting to your new hotel.

Basically you should get a free nights stay at a nearby hotel of the same star rating.

Definitely write a polite but firm letter to the CEO.

Thanks for that.

1. Got a Voucher for a free nights stay.

2. Nearest accomdation found was in Newbury - 33 miles away

3. No offer of refund or offer to cover my costs

So I will sit down and pen a reply, if only for a FULL explanation of Travelodge policy. I could not believe that...

a. A regular customer would be bumped over a one off customer.

b. No notice was given, and no options made. At least airlines ask first.

blindman

At the hotel at which my daughter works the scenario where they are overbooked is ALWAYS caused by an employee (or the central booking system) making a mistake. -Not the customers fault-

They try to get away with it by waiting until all the guests have checked-in and they hope no-one else turns up.- If you were 'last' then it doesn't matter if you're a regular-

The LOCAL manager is the one who sets the 'policy' and to minimise costs will only give you the least he\she can get away with (they have a budget to stick to) -You should get some kind of expense for your trouble.-

Good luck