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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

245 replies

Flyflylikeakite · 16/09/2022 22:53

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.

OP posts:
Oblomov22 · 17/09/2022 08:41

Well done SueD. Mn at its best.

MeridianB · 17/09/2022 08:42

AutumnalLeaves38 · 17/09/2022 08:34

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

This is so simple, so brilliant, totally free. 🧸

Redqueenheart · 17/09/2022 08:44

Name and shame the company on social media and copy in their press/head office & your local paper. I can guarantee you that the toy will be swiftly returned to you...

Bunny2006 · 17/09/2022 08:46

Ah that's good it's sorted! I used to work at a Jury's Inn and we would post things back, for a set charge, it's no problem we had a courier who would collect from us once a week! Most people didn't call asking for chargers back, more sentimental items or like a pair of shoes etc

Sonnex · 17/09/2022 08:46

Good on premier Inn for not being absolute knobs on this.

wholesomen · 17/09/2022 08:50

JestersTear · 17/09/2022 00:22

Aw, I've actually cried reading that! How fabulous!

UghAsIf · 17/09/2022 08:50

I work in a travelodge and it is company policy to send items back to the guest and that we must pay for the postage.

Did they confirm that they had the item? I'm wondering if the reason they're refusing is that it may have been binned?

Seems like you have a plan but I would call them out on twitter for this.

Original poster
Flyflylikeakite · 17/09/2022 08:52

UghAsIf · 17/09/2022 08:50

I work in a travelodge and it is company policy to send items back to the guest and that we must pay for the postage.

Did they confirm that they had the item? I'm wondering if the reason they're refusing is that it may have been binned?

Seems like you have a plan but I would call them out on twitter for this.

Yes they confirmed that they had the item. Is it company policy nationwide or just for the particular hotel that you work in? I only spoke with the hotel about it not head office x

OP posts:
HoarHouse · 17/09/2022 08:55

which Travelodge was it? maybe another Mum could get and post it. I'm going to Stratford today. I'm sure someone will help.

saleorbouy · 17/09/2022 08:58

I think he's on a one way ticket if he does publish. He can't be trusted and has betrayed his whole family by revealing private conversations. No loyalty no place in the family.

MolliciousIntent · 17/09/2022 08:58

saleorbouy · 17/09/2022 08:58

I think he's on a one way ticket if he does publish. He can't be trusted and has betrayed his whole family by revealing private conversations. No loyalty no place in the family.

You're on the wrong thread mate

Chikapu · 17/09/2022 09:03

Eminybob · 17/09/2022 06:36

To those saying it isn't bad customer service, it is and as a result of this thread, and OP's likely real life conversations, there will likely be more people choosing Premier Inn over Travelodge next time they travel.

I think most people tend to choose a hotel based on price and avalilability, not returning a 'much loved' childrens toy wouldn't factor in it.

wholesomen · 17/09/2022 09:04

I remember a thread from a few years ago. It was a Mumsnetter who had been visiting Westminster or something and lost their teddy and another mumsnetter happened to have found it? Does anyone else remember that one?

UghAsIf · 17/09/2022 09:06

Flyflylikeakite · 17/09/2022 08:52

Yes they confirmed that they had the item. Is it company policy nationwide or just for the particular hotel that you work in? I only spoke with the hotel about it not head office x

Show quote history

It's company policy nationwide so I'm shocked that they're refusing. Did you speak to one member of staff or more? I'm wondering if a new person has answered the phone and doesn't know the rules.
People travel from all over so can't reasonably be expected to come back and collect something.

UghAsIf · 17/09/2022 09:12

Also there is a policy and lost property is kept for minimum 3 months.
We store things and if the person call up looking for the item we say "Yes we have it and will arrange it to be posted back to you" we don't post every item back as standard or chase the guest to let them know they've left it.
We do use common sense though so when we've found something like a child's teddy we call the guest as we know that would be important to them, obvs if valuables are left we call the guest.
We have training on it and there's a flow chart for lost property and what to do.

ancientgran · 17/09/2022 09:14

Just wanted to mention places that are nicer.

McDonalds near the motorway at junction 5 of the M5, GS left his favourite football top on a chair. We travelled on for 200 miles before he realised. I phoned, they found it, I sent money and they posted it.

Sedgefield services on the M5, different journey, I left my kindle on a table. I phoned up, they found it, didn't want money and just sent it to me.

Some businesses get it right.

Auntpodder · 17/09/2022 09:23

Slightly off message but a while back, when a kid left their toy behind at a very posh hotel before a cruise going from Southampton, the hotel strapped it to the back of a motobike courier who first caught up with the guest's car then spent the rest of the journey overtaking and then following the car with the family until both reached Southampton...

Mummyboss533 · 17/09/2022 09:32

I’ve had a holiday inn refuse to return stuff like that before and a friend of mine had a very posh hotel (45 Park Lane) refuse

Original poster
Flyflylikeakite · 17/09/2022 09:34

UghAsIf · 17/09/2022 09:06

It's company policy nationwide so I'm shocked that they're refusing. Did you speak to one member of staff or more? I'm wondering if a new person has answered the phone and doesn't know the rules.
People travel from all over so can't reasonably be expected to come back and collect something.

Show quote history

I’ve only spoken to one member of staff so far I think, the 2 times I’ve rang I’m sure it’s been the same person

OP posts:
Original poster
Flyflylikeakite · 17/09/2022 09:35

UghAsIf · 17/09/2022 09:12

Also there is a policy and lost property is kept for minimum 3 months.
We store things and if the person call up looking for the item we say "Yes we have it and will arrange it to be posted back to you" we don't post every item back as standard or chase the guest to let them know they've left it.
We do use common sense though so when we've found something like a child's teddy we call the guest as we know that would be important to them, obvs if valuables are left we call the guest.
We have training on it and there's a flow chart for lost property and what to do.

This is reassuring though that Travelodge have a robust policy in place for situations like this but they do need to ensure that all their hotels follow it

OP posts:
SwankyPants · 17/09/2022 09:38

JestersTear · 17/09/2022 00:22

Thats amazing! Well done them!

CousinKrispy · 17/09/2022 09:43

Well done SueDCream, you're a star!

Loving the keyboard warriors fighting so bravely for poor customer service from chain hotels. Maybe you'll get a medal from Travelodge that gives you 10% off breakfast 😂

Sunthebest · 17/09/2022 09:51

I left a soft toy in a McDonald’s in a motorway services last week and they are still refusing to return it

Namechangedforthisonetoday · 17/09/2022 09:53

Shame them on social media sunthebest

Mamai90 · 17/09/2022 10:05

It's really nice to see this side of MN!