Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Travel lodge. Am fucking fuming

577 replies

IAmNoAngel · 11/04/2018 01:05

I am currently bedding down in the car park of the travel lodge at Birch services on the M62 as the room I booked and paid for over a month ago has been double booked and there are no rooms left.

Am especially pissed off as have driven here straight after a 6.30 start this morning and a long day at work... in Nottingham. So a nice tiring drive as well.

I have stayed here a lot. I never will again. Cunts.

OP posts:
Thread gallery
8
SpringNowPlease2018 · 11/04/2018 12:51

OP "I've spoken to customer services who are 'investigating' and at this time cannot quarantee a refund!!! "

this is beyond disgraceful. I'm slightly worried that there will be something buried in their Ts & Cs that will let them get away with this, but I guess you are too tired to look.

are you working today? Can't offer anything helpful except good wishes and Flowers

halfwitpicker · 11/04/2018 12:53

Irrelevant about the other Travelodges.

Our op booked and paid for that room, she should have had a room in that hotel, nowhere else.

Because she didn't fancy a midnight toddle around a load of closed roads trying to find another place to stay is her business!

TheIcon · 11/04/2018 12:55

OP, you've played that slightly wrong. I worked in a directors office many years ago and they're staffed by people versed in high level complaints and with enough authority to resolve as is justifiable (where the customer has had a legitimate problem) or tell them exactly where to go if they're full of shit.

Customer services can only give general "we'll look into it" responses, so always, always go to the CEO and it'll get sorted. We had to investigate and resolve six queries a day each and nothing could go over 48 hrs.

FineSally · 11/04/2018 12:55

InsomniacAnonymous Wed 11-Apr-18 12:50:45

"As an aside, there is also a Travelodge at Audenshaw, just off J23 of the M60."

What makes you think they would have an available room at 1am, given that you know that they double book to ensure that they do not have empty rooms?

Wasn't posting as an alternative suggestion, just to show that it wasn't a sensible suggestion given the road closures.

InsomniacAnonymous · 11/04/2018 12:57

Sending the Travelodge CEO a link to this thread might be a good idea OP.

SpringNowPlease2018 · 11/04/2018 12:58

Thelcon "I worked in a directors office many years ago"

I think the key here is "many years ago". It's now so common to direct a complaint to the CEO it will often go straight to customer services.

LadyPenelope68 · 11/04/2018 12:58

I don’t get how people are moaning on about how vulnerable it would be to be put in a taxi to a hotel or drive in unfamiliar roads, but don’t see that sleeping overnight in a car park on a motorway Services is even more vulnerable than that. A short 20 minute drive to a nearby hotel is a lot better than sleeping overnight in a car park. IMO a stupid decision. And yes, I’m familiar with the area and know the road closures. Plus the OP clearly had internet access so could have Google’s directions/used phone as a SAT Nav if she didn’t have one.

AnnPerkins · 11/04/2018 12:59

SpringNowPlease and DGRossetti I do believe in campaigning for what's right but you're not going to stop overbooking. It's widespread policy in both the hotel and airline industries. And it's not just the likes of Travel Lodge and EasyJet, all the major hotel chains and airlines do it.

But it could make a difference if you draw attention to occasions when the policy is poorly applied due to bad training and/or resources.

sundowners · 11/04/2018 12:59

Post to twitter NOW. Use other hashtags to get multiple viewings and them know they don't want this shameful publicity. They will act.

LadyPenelope68 · 11/04/2018 13:00

To be honest, they offered you an alternative and you refused - you can’t really expect a refund.

SpringNowPlease2018 · 11/04/2018 13:03

LadyPenelope68 - just so I'm clear, you think it's 100% okay for hotels to overbook on prepaid bookings and risk customers having to go elsewhere?

BarbaraofSevillle · 11/04/2018 13:04

'I expect their "apology" will include the words "breakdown of communication'

And also 'retraining of staff' it seems that the issue as well of the lack of room was that the member of staff on duty thought they couldn't authorise a taxi.

But if it states that taxis will be provided on the website t&cs, then each travel lodge should have an account with a local taxi firm and staff on duty know how to book and pay for taxis with them and that is the procedure should a customer want a taxi, rather than just drive there themselves.

This particular Travelodge is on a motorway services, so it is likely that all it's customers will arrive by car, but in other circumstances, people could arrive on the last bus or train to a city centre one, and be stranded without a taxi being provided and not have a car to sleep in anyway.

LadyPenelope68 · 11/04/2018 13:04

“Totally outrageous. At the very least they should have offered you hot coffee/tea, pillows and a duvet. I totally understand why you didn't want to drive to the other hotel. No-one should have to travel from Nottingham to Manchester under those circumstances. Even in a taxi.”

It’s a 2 hour drive - hardly the other end of the country is it? Some people do that length trip as their commune every day. She hasn’t circumnavigated the country for hours then not been offered any accommodation. She’s made a 2 hour trip and been offered an alternative. Hmm

ShatnersBassoon · 11/04/2018 13:06

To be honest, they offered you an alternative and you refused - you can’t really expect a refund.

Nonsense. If I paid for a TV to pick up in John Lewis, and when I got there they didn't have the one I'd paid for but they said I could have a similar TV if I went to their store in the next town, I would be entitled to a refund. If they can't provide what you've paid for, you aren't obliged to accept an alternative and can demand a refund.

LadyPenelope68 · 11/04/2018 13:06

SpringNow if you’d bothered to read the whole read, I’ve already said earlier I don’t agree with that process, no.

SpringNowPlease2018 · 11/04/2018 13:07

LadyPenelope68 "It’s a 2 hour drive - hardly the other end of the country is it?"

oh wow. so you are absolutely fine with arriving at a hotel and being told, sorry, I know you booked but there's no space, you need to drive to the next hotel 2 hours along?

I'm utterly flummoxed.

ALivaLiveOo · 11/04/2018 13:07

I worked in hotels 20 years ago. It's always been standard to overbook by at least a room. However you normally have a sheet with other close/sister hotels with rooms that is updated twice per reception shift so you just pass the booking on and know who has rooms available.

Not saying it's right btw, but it is standard.

SpringNowPlease2018 · 11/04/2018 13:08

x post
you don't agree with it, so how is it that you are making all these comments? I'm really confused.

LadyPenelope68 · 11/04/2018 13:09

Spring the hotel she was offered was 20 minutes away, not 2 hours!

LadyPenelope68 · 11/04/2018 13:10

The 2 hour drive is the one she’d made from work to the hotel! Not between hotels, read the thread.

KateGrey · 11/04/2018 13:11

But is that 20 minutes when roads aren’t shut? I wouldn’t be pleased driving around a strange city at night, tired and trying to find another hotel. Tweet this and email the CEO

halfwitpicker · 11/04/2018 13:11

Please please share this on twitter.

snewsname · 11/04/2018 13:11

TL will want to see that other people see a reasonable happy ending to this thread for public relations reasons - if they know about this thread. Send them links to the CEO.

londonrach · 11/04/2018 13:13

Right take this to twitter op. Dm for once do something good and take this on.

Notthemessiah · 11/04/2018 13:14

To be honest, they offered you an alternative and you refused - you can’t really expect a refund.

Well actually she can according to their T&Cs - she doesn't have to accept their alternative.

What amazes me is that you would think that not giving her a refund is ok as long as they have offered her an 'alternative' (one chosen by them of course).