Travelodge refusing to return DC’s soft toy that was left in room

[Flyflylikeakite]

The hotel have told me that DD’s soft toy has been found but have said they can’t post it back to me. I’ve even offered to pay postage and they still say no. It was a Travelodge in London, we live up north in Cheshire so can’t even drive back for it. AIBU to think this is poor customer service from Travelodge? Is there anyway I can try to get this toy back for DD? I’ve been dealing with the hotel directly by phone and email but getting no where.

I've never left anything behind but it's because I'm fucking paranoid, not perfect! Check check check <argh>

I love that within 10 minutes we had a wonderful Mumsnetter prepared to post this back! Thank you SueDCreme and the others who offered. You are all definitely the best of this site. Please keep us updated with toy adventures

Someone l,who won’t be named, totally missed the point about the customer service.

1. An error was made and the toy was left behind
2. the toy was found and is sitting there
3. posting back was requested but denied (regardless of payment to the hotel)
4. a courier was offered and denied (regardless of payment)
5. all options apart from driving hundreds of miles back were denied

there were simple low effort options that were denied because someone didn’t want to help the op at the hotel. That’s shot customer service and it should be noted that at one of the worlds busiest airports hotels, staff couldn’t give a shit. Thats why this thread is relevant. And that’s why they should and have been named and shamed.

I worked for travelodge for 3 years, at a different hotel, we would always send items back to guests if they asked and would pay for the postage to send back.
Getting good reviews were the biggest goal at the hotel, We were always having to think of ways to go above and beyond for our guests. This isn’t normal travelodge protocol, unless it’s changed a lot since I worked there.

My fear about the later "not on option" is they've chucked it already!

@Flyflylikeakite if your other offer falls through I’m going to Heathrow tomorrow night to drop someone off and then coming back to Cheshire so I could collect too x

Love these threads, hope your dd is reunited with her soft toy soon!
I remember a thread years ago where someone's dd lost their Maileg mouse. Another Mumsnetter managed to find the same one, posted it back with a note saying she had been on holiday!

Go public and put a post up about it on their Facebook page. That should embarrass them into sending it back rather than getting the negative publicity.

@WhileMyGuitarGentlyWeeps do you find in real life people don't tell you anything? Every thread I see you on you come at people picking up on faults. It must be tiring to always look for the negative.

DD left her stuffed toy at a hotel aboard - discovered just as we boarded plane - cue hours of weeping.

Hotel very kindly posted it back - after sending a photo of him still in the bed. He took a while to get home because of postage. We were so grateful.

DD showed no interest when he arrived home and never played with him again.

Hotel abroad

@kateandme thats one option I hadn’t thought of 🫣

I also live near Heathrow but see that somebody has already volunteered. Happy to help if the pp can't make it. Hope you're little one is reunited with her toy.
X

Contact a London chapter of Hells Angels. They will collect it directly from the hotel and bring it up to you in a cavalcade of about 30-40 bikes.

Hi everyone, of course I will keep you all updated and let you know when DD has been reunited with her favourite teddy, thank you again to everyone who has offered help

I think that’s just shit service at that particular travel lodge OP and shows the jobsworth attitude of some people. My DS left a toy at a travel lodge last year and they bent over backwards to get it to him (we picked it up as were still close but the lovely guy on reception offered to post it). Even if there’s no one to take it the post office and I completely understand they’d be busy (particularly at this time), it costs them nothing to hand it over to a courier you’ve arranged. It shows the nasty uncaring attitude of some people that they wouldn’t want to reunite a child with a precious lost toy.

I just came on to warm my heart with the offers from mumsnetters to help. Thankyou mumsnetters that have made me smile this morning!

You just know that @WhileMyGuitarGentlyWeeps hasn't really left, and has desperately been waiting to be pinged. People....or should I say...trolls like this one, can never leave well enough alone, they crave the attention.
I do hope your DD gets her cuddly toy back soon OP, and there are some genuinely nice people out there.

This really is poor of the hotel. Thank goodness for mumsnet

Just posting so I can see Ted safely returned to his friend. Lovely 🥰

Unfortunately it might be hotel policy that they don’t do returns. I’m currently in a similar situation with Center Parcs and they are refusing to return an item we left in the lodge!

www.herfamily.ie/family/hotel-comes-adorable-way-stop-kids-teddies-getting-lost-275433

Seems a sensible solution (and very good PR for any hotel, surely?)

Apparently, 72% of children surveyed have left a toy behind in hotels at some time or other.

OP, really glad your DD will soon be reunited with her beloved ted! Kind work, @SueDCreme

Imagine if they have to mail back everything they found????
Do you know how much stuff gets left behind on a daily basis ...
I used to work in a hotel. The lost and found section is beyond compare..
It's your own fault. You are supposed to check the room.

Oh bugger off. Nobody's saying they have to return everything they find, but making an exception for a beloved stuffed toy (and similar items) is kind and part of any company's brand image.

They can always bill people for a handling charge on top of the postage bill, if they really want to.

I am shamelessly place-marking to hear the outcome. It’s so lovely to so much good will and help on this thread.

Just read this thread and it’s made me so happy.

Once fluffy companion is safely home, you should call out this nonsense from Travelodge on social media. The fact they refused to allow a courier collection is poor.