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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

To warn you that Travelodge routinely 'overbook'!!

326 replies

badger2005 · 07/11/2023 17:33

We had booked to see a show, and ages ago I also booked a travelodge so we'd be right next to the venue. When we turned up ready to book into our travelodge (about 5.45pm) we were told that they had had to move us into a different travelodge in another place - miles from the venue!
This wasn't because of any kind of emergency - they just overbook on purpose apparently and you just get booted out even if you have booked a room in advance.
When we got back home, travelodge sent me an email asking for feedback, and I asked if I could have a refund. That seems to me like the absolute minimum - I booked into a hotel and they reneged on the booking - surely I should get a refund?! But they just blanked me. I don't know if I can get a refund - I'm guessing I will just be talking to a computer about it forever if I try.

I've found out since that not all hotel chains do this. I'm NEVER booking Travelodge again. Just warning you all!

OP posts:
YoureALizardHarry11 · 08/11/2023 07:30

I’m not surprised they do this but it’s out of order really as a lot of people book hotels for the convenience of the location and if you are miles from home and have nowhere to stay you’re screwed, that’s the whole point of booking it in the first place

Also if they are particularly busy where they are likely to be full, say a weekend or a show or event in the area then If someone cancels they can easily resell a room at short notice anyway! And where they can’t resell because they haven’t received enough notice, they get to keep what’s already been paid for it regardless.

So they are effectively just being greedy by selling a room twice, keeping both payments and leaving you up shit creek.

Londonrach1 · 08/11/2023 07:38

Sadly very common... parents in law got caught out at a holiday inn...they were helping us move and after kindly helping us left us on the mattress on the floor to go to their holiday inn which waa down the road from our new house. It was full. They then in their 70s had to travel 12 miles to another holiday inn in the dark in an area they didn't know and they didn't have sat nav. It was 2am before they found the new holiday inn. Despite the fact the other holiday inn is the closest hotel to us we never booked it again. We also now check in as soon as we can anywhere we going. Lesson learnt but in-law s never forgotten that awful night of trying to find their hotel in the dark. If only we know we had another mattress but they being kind didn't want to disturb us!

FettleOfKish · 08/11/2023 07:43

SweetBirdsong · 07/11/2023 22:55

I don't get the stories from the posters who are saying they got to the Travelodge and there were no rooms, (as they had overbooked,) but when they kicked off/threatened to camp out in the foyer/said Travelodge would have to pay their taxi fares to a place 30 miles away (and back,) they suddenly found a room.

Never known this happen. If the rooms have all been allocated and they are full, how on earth are they 'finding a room down the back of the couch?' Confused Are they tidying up the broom cupboard and sticking a couple of Z-beds in it?

In the case of the Premier Inn I worked at, our Manager lived on site as he commuted from another city. We therefore had 1 less room in our system than actually existed.

In dire straits we could 'pull a room out' in about half an hour, which was spent turning over the Manager's room, and throwing all his stuff on a Z-bed in the laundry, where he'd then sleep.

Zebedee55 · 08/11/2023 07:46

They've always done this. The only guarantee of a room is to book in as early as possible, although I think they have online checking in now anyway.

SerendipityJane · 08/11/2023 07:47

Imagine this happening if you'd booked - and relied on - an accessible room. I guess you'd have to fuck off back home again.

(Yes, it has),

FairFuming · 08/11/2023 07:51

This happened to me in a Hilton! They still had a room for us but not a family room. Ended up sleeping 6 of us in a tiny room (2 of the kids were under 2 so fitted in our bed thankfully). Apparently it happened because several guests requested upgrades in the hour between check in opening and us getting to the desk, we were at a wedding at the venue and I'd booked the room at least 6 months before!

liveforsummer · 08/11/2023 07:53

Many hotels do this as do many budget airlines. It works out for them the majority of the time as they tend to get more late cancellations/no shows than the overbook. For them this continuous full income far outweighs the occasional disgruntled customer. Even those will often still use again after a time as they are frequently the only or cheapest option. Sucks when it happens to you though but for most it's one of the factors that help keep prices low

bibblybop · 08/11/2023 07:53

Every hotel does this— it’s as other posters have said, hotels get a lot of cancellations and no shows so they overbook to attempt to reach capacity (all about that ££££).

As an ex hotel employee I promise the staff hate it more than you do. If I’d come to work and we were overbooked (sometimes the sodding events team would push us to -12 when really overbooking should be over by 3 or 4), I’d honestly feel like turning and walking out. The abuse I’d get from the guests for something so out of my control was not worth it. Especially when I agreed with the people hurling the abuse!

Always be really cautious when staying in a hotel in a UK city (I’m not counting London ofc) when something big like an Anthony Joshua fight or Spice Girl’s concert is on. That’ll book out like the surrounding 5 cities. We once had to ‘walk’ someone during the AJ fight (wasn’t even in our city) and the only available room we found was a last min cancellation at £2k, in a neighbouring city and obviously our hotel wouldn’t pay that much. Those guests got sent home😫

Velvetbee · 08/11/2023 07:57

DD worked as an evening receptionist in our local Travelodge for a few months and this is why she left. She would end up in tears after being shouted at or cried at by frustrated guests. She would offer them a room in the next nearest one and a taxi there but people who have come to Winchester for the Christmas market don’t really want to stay in Basingstoke.

They also never had enough loo roll and had a laundry room with nearly a thousand pillow cases, it was insane.

margotrose · 08/11/2023 08:03

gotomomo · 07/11/2023 20:03

I've stayed in dozens of places, dp hundreds (work) in the last few years and never experienced this. It's not common practice, it's just the charlatans that do this.

Just because you've never experienced it, doesn't mean it doesn't happen Confused

JudgeJ · 08/11/2023 08:11

madroid · 07/11/2023 19:00

I've only been to Great Western Hotels who do this too. It's reputational suicide for any hotel with an ounce of intelligence.

A hotel will charge for no-shows so they don't need to overlook and I doubt that the majority do so for the commercial reason stated.

Girlontherailreplacementbusservice · 08/11/2023 08:13

As an ex hotel employee I promise the staff hate it more than you do. If I’d come to work and we were overbooked (sometimes the sodding events team would push us to -12 when really overbooking should be over by 3 or 4), I’d honestly feel like turning and walking out. The abuse I’d get from the guests for something so out of my control was not worth it. Especially when I agreed with the people hurling the abuse!

DD worked as an evening receptionist in our local Travelodge for a few months and this is why she left. She would end up in tears after being shouted at or cried at by frustrated guests. She would offer them a room in the next nearest one and a taxi there but people who have come to Winchester for the Christmas market don’t really want to stay in Basingstoke.
Just to stress to @bibblybop and @Velvetbee that we absolutely did not kick off when it happened to us. We totally understand that the staff talking to us were not responsible for the situation . We stressed that we understood that it wasn't the fault of the lad on reception or the lass that was tasked with finding us somewhere else and had a bit of a laugh with them.
Perhaps this helped with finding us a room after all. Who knows?

bibblybop · 08/11/2023 08:17

Just to stress to @bibblybop and @Velvetbeethat we absolutely did not kick off when it happened to us.

Oh, for sure! Sorry @Girlontherailreplacementbusservice, I didn’t mean to imply that you did, or that it’s always the case. But it was often the case and one of the worst parts of the job for me. 😅

FatherJackHackettsUnderpantsHamper · 08/11/2023 08:32

Your restaurant example doesn’t match up because you don’t pay in advance and you don’t accept T&Cs to book. If you did then no, you wouldn’t be entitled to a refund in that situation either if you still went on to eat all the beans on toast!

Not at all - a lot of popular restaurants do expect you to order and pay in advance, whether a sizeable deposit or for the whole meal.

Even if they don't charge you in advance, if you don't turn up, they will seek to make good their anticipated loss by making you pay as if you had eaten there.

Restaurants are businesses; what makes you think that none of them would have T&Cs for customers, just like other businesses?

Sucks when it happens to you though but for most it's one of the factors that help keep prices low

I can't speak for others, but I'd rather pay more to an honest, reputable business than pay less to hucksters who rely on fraud - just like I'd prefer to pay the retail price for goods in actual shops rather than buy them for a knock-down price from a dodgy man in the pub, whose 'business' methods also help to keep prices low...

potatoheads · 08/11/2023 08:48

@SisterMichaelsHabit I'm a regular traveller all over the world for work as well as holidays and sometimes I have turned up at 1am and I have never, ever been told to go elsewhere and wouldn't expect to, because I have paid for a room in that hotel and that is where I am expecting to stay and who my contract is with.

I've got news for you...airlines do it too. Which of course you would know if you are a regular traveller

CatamaranViper · 08/11/2023 08:54

I find it hilarious how many people on here are telling current and former hotel employees and managers that this doesn't happen and it's not an industry norm just because it hasn't happened to them.

I'm sure there's a word for that... 🤔

Girlontherailreplacementbusservice · 08/11/2023 09:36

@bibblybop no problem. I have worked in customer facing roles for 30 years so I never lose it at the poor soul in front of me. Firstly I know it's not their fault, secondly I know I will do everything I can for a customer who is polite and respectful but once someone is rude to me I will cease to care.

Dontpresstheredbutton · 08/11/2023 09:52

It doesn’t help of course that some hotel chains make it very difficult to cancel bookings, so the no-shows can be self-inflicted! I’ve paid the advance rate for a Premier Inn room but not been able to make it, so tried to cancel even though I knew there wouldn’t be a refund - impossible. Maybe these rates should come with a small incentive to cancel - some allow rebooking at a later date but that’s not the same thing.

Xomega · 08/11/2023 09:53

It's very poor customer experience but on what grounds do you think you are entitled to a refund?

You entered into a contract with Travelodge.

When you arrived they told you they could not fulfill that contract. At that point you had two options 1) walk away or 2) accept a contract variation, which you did.

Option 1 would entitle you to a refund, option 2 wouldn't. You could have negotiated the terms of option 2, for example asking for a reduction in room rate or a benefit in kind (breakfast, taxi fare, 10% off a future stay, for example).

Tobacco · 08/11/2023 10:05

I hope Gatwick Premier inn don't do this when we go. Only reason we're staying there is to be close to the airport for a 4.30am flight check in. I've been lucky so far as I've stayed in loads of different Premier inns all over the place.

ReviewingTheSituation · 08/11/2023 10:08

This has been standard practice at hotels for years - it's not just a Travelodge thing, it's an industry thing. Those of you who are absolutely certain that your hotels don't do this just haven't experienced it - if you're staying at a big hotel, they absolutely will be doing it. The fact that you haven't had it happen to you means they're (mainly) doing it well - the system works, as even with overbooking, very few people actually need to be booked out.

When I worked in hotels, the first job for someone on reception (or in reservations) every day was to do the 'ring round'. We'd phone all the other main hotels in town to see what availability was like. All the big hotels did it - we weren't doing it undercover. Then we knew what our options were likely to be if we needed to book out, and we'd make a plan if the scenario was likely to arise.
We'd also think about who we might book out. Obviously there's an element of 'first come first served', but we'd generally give 'private' bookings preference over conference/block bookings (if you're booked by your company for an event, you're less likely to be pissed off at having to stay elsewhere in town - you just get on with it).

It came down to the duty manager to do the actual booking out itself - dealing with unhappy people and having to tell them there's no bed for them isn't fun, but it's part of the job. We would bend over backwards to make it up to them though - meals, upgrades if possible, etc.

If hotels didn't overbook, prices would have to go up more - they have to try and max out their occupancy, and overbooking is the only way. If they only booked up to their actual capacity, they'd be left with empty rooms, and that's not a viable business model.

I do think it's totally unacceptable for rooms which are pre-paid in full though. In that instance, the hotel has had the money and should make sure those customers have access to them. But rooms which haven't paid before arrival are essentially fair game!

BillStickersWillBeProsocuted · 08/11/2023 10:26

We've had this before and it wasn't even "we'll have to move you to another hotel" it was more "We haven't got a room for you. Sorry, bye!"

Luckily it was for a big event and we knew other people going so we're able to go into other peoples spare spaces - but otherwise we'd have been totally stuck.

dylanschicken · 08/11/2023 10:34

These stories terrify me. I would literally have a meltdown in reception, end up mute and unable to advocate for myself and be ignored by anyone who was at all able to help me. I could potentially end up with nowhere and sitting outside all night. This is not an exaggeration either. When things go massively wrong I cannot cope and I'm quite sure I am not the only one.

CormorantStrikesBack · 08/11/2023 10:47

I’ve also heard of it happening abroad in 4* hotels. They bump the non tour operator travellers first and move them to a different hotel. They don’t want to upset Tui et al so you’re normally safe if you’re with an operator

coldcallerbaiter · 08/11/2023 10:58

If you get charged anyway for a no show by a hotel or an airline, why do they overbook? They are being paid for that place regardless, can someone explain why it is not greed?