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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

travelodge no refund, grrrr?

29 replies

twinklingfairy · 10/10/2011 20:03

I booked a room for our family last night (yes it was a saver rate thingumy) but I took out their cancellation insurance.
17hrs later and I tried to cancel it, but it looks like I have just thrown away £50 Shock
I phoned the hotel in question and she said, 'you cancelled within 2 days, you should get you money back. Call Customer Services.'
I ran to get a pen to take the number but the line was dead when I got back.

Called Customer Services, they said 'yeah, no problem. Fill out the insurance form and post it back'
The insurance forms asks for death or serious illness as my reasons or GTF.

OMG!
Am I jiggered!?
Have I just spent the money I set aside for my DS xmas pressie on an empty room? SadSad

OP posts:
troisgarcons · 10/10/2011 20:05

DDid you read the policy small print?

What there a justifiable reason for cancelling?

Travelodges are usually dirt cheap - its not the sort of thing I would take out an insurance on.

squeakytoy · 10/10/2011 20:08

It does say quite clearly on the saver rate that you cant cancel.

Normally with travelodge you can book and pay on arrival, or cancel upto midday on the day of arrival.

rosieposey · 10/10/2011 20:10

This happened to me, i booked the Sunday night instead of the Saturday and took out insurance. Basically unless something really bad happens you cant claim on the insurance.

SharrieTBGinzatome · 10/10/2011 20:11

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SharrieTBGinzatome · 10/10/2011 20:15

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hermioneweasley · 10/10/2011 20:17

Were you mis sold the insurance? Were you clear on what it would cover?

Ruth1234 · 10/10/2011 20:27

I think you can sell hotel room bookings on eBay - if you can't use the room or claim your money back, you should be able to claw back some of the money that way - good luck.

Original poster
twinklingfairy · 10/10/2011 22:31

Do you think they will let me uncancel it then I can sneaky let my other brother use it?

OP posts:
Original poster
twinklingfairy · 10/10/2011 22:34

Yeah sharrie, my mum said stay with your bro so it shouldn't have cost me a penny, instead I was a total plank and cost myself £50 Sad

OP posts:
SharrieTBGinzatome · 11/10/2011 06:55

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SharrieTBGinzatome · 11/10/2011 07:53

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Scholes34 · 11/10/2011 09:50

Don't ever do a customer services call without a pen in your hand.

RoseC · 11/10/2011 11:56

Might be worth playing on their heartstrings? I accidentally booked two rooms instead of one in their sale (the form reset itself in-between pages) and called customer services knowing that people in my situation hardly ever got refunds. I explained that I didn't have the money to cover the second room and it was coming out of my overdraft. The lady was lovely, really sympathetic and gave me an immediate refund with an email to confirm what she'd done. It might be worth embroidering the truth giving them a call and checking how flexible the person you get through to is.

Original poster
twinklingfairy · 11/10/2011 15:08

Dad has told me to uncancel the room, and possibly just use it. It might be easier in the long run.
Or my brother will use it.
Hoping that they will help me out with that, at some point. But the christening is getting to be a bit of a sore point so I don't want to push it all.
Also, I don't know if they will let me uncancel it so can't really ask for money from my parents yet.
Couldn't get through to anyone re customer services. Besides at 10p a minute I panic at just listening to their list of options!

OP posts:
KittyFane · 11/10/2011 16:17

Let us know how you get on 'uncancelling' ! It will be interesting to know if they have sold it on to someone else or if they charge you more ( ie not the saver rate first charged).

KittyFane · 11/10/2011 16:18

Also, phone the actual travel lodge rather than the premium line!

LIZS · 11/10/2011 16:20

Watchdog featured this a few weeks back - basically said don't bother with the insurance.

lisad123 · 11/10/2011 16:23

Well you have paid for it, so can't see how they can deny you the room.

Rowgtfc72 · 11/10/2011 16:53

We had to cancel when dd got chickenpox. It took three days for customer services to acknowledge us and three days to actually find a phone number for them ! As it turns out they refunded in travelodge vouchers for a subsequent stay. They are hard work though so good luck !

Original poster
twinklingfairy · 11/10/2011 21:32

Called head office today, couldn't get beyond reception.
Called Customer Services twice but they said they had unexpected high level of calls, suggested emailing, then the line went dead Shock
Called again later but got the wrong department, they said they didn't have the capabilities to 'uncancel' and I would have to re-book, the first room I booked would have been given to someone else immediately after I cancelled, apparently Hmm
Tried Customer Services again but they said they had staff training and I got cut off again.

Ended up in tears to my mum.
Can't help equating the money they are taking from me as the present I was planning to get for my DS, which is exactly the same price.Sad

OP posts:
Original poster
twinklingfairy · 11/10/2011 21:41

LIZS, what did watchdog recommend?
Just don't use them, or be totally sure before you do?

OP posts:
squeakytoy · 11/10/2011 21:41

Go directly to the travelodge website, and book a room for that date. (using The facility where you dont have to pay until you get there).. then with proof that they have an available room (which I am fairly sure there will be.. ).. ring them again, dont be stroppy, but dont be fobbed off either.

lisad123 · 11/10/2011 22:05

Have they taken the money already? If nit cancel the card and order new one. They normally charge when u arrive

Original poster
twinklingfairy · 11/10/2011 22:23

squeakytoy, 'that facility where you don't have to pay until you get there'?????
There is a facility for that!?
The money had not cleared by the time I cancelled but I called my bank and they would do nothing for me. Used visa debit.
Has cleared no alright Sad

OP posts:
LIZS · 12/10/2011 09:48

Watchdog basically said the insurance wasn't worth it, as it covered so few circumstances, and to either take the risk of loisng the money or book the tariff where you can cancel up to 12 on day of arrival (it is usually less than £10 more). Also had instances of overbooking, to allow for no-shows, and dirty rooms (birds' nest under the bed !).