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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Woken by hotel staff

207 replies

HotelStrangers · 04/04/2025 01:16

I've been at an important 2-day work meeting further from home than usual. Due to a long-term condition, which causes fatigue, I booked myself into a Travelodge overnight to avoid a bit of commenting (me paying, not work).
At check-in the lovely staff gave me a 'quiet room' when I explained the reason for the stay. By 9.30-10pm I was asleep, yay (despite it being like a sauna).
Then at 11.30pm I woke as a stranger was walking into my room! I jumped out of bed and shouted to get out. They did and I barricaded the door assuming I'd forgotten to put the snitch down (was sure I had).
Was just drifting off again when abput 11.55 there was banging on the door. Got up asked through the door if they were wanting me, yes. Had to open the door to a male staff member. I was stood there, bleary eyed, in just a 'Should not be seen in public' nightie, and had to confirm my identity. He said a brisk 'sorry for waking you' and when I said I was already awake as had had a stranger in my room 25 mins earlier he confirmed it was another member of staff as there had been a room mix-up. He seemed a bit annoyed.
No idea why they didn't call my phone and that they had to take my name with me there not dressed, face to face.

I'm now fully awake, hoping they're not coming back, regretting having booked this room, wishing I'd just done the driving, and dreading being exhausted in the meeting tomorrow.

I've just sent an email to the only email address I could find for Travelodge.

Am I unreasonable to complain?
(If I disappear will be due to trying to sleep)

OP posts:
MissMoneyFairy · 04/04/2025 09:14

This happ3n3d to me in a ,trwv3lodge, someone came into my room late at night, he'd got the wrong room but his key card worked. Another time my quiet room was just above the kitchen extractor fan, never ever again.

ilovesooty · 04/04/2025 09:14

HotelStrangers · 04/04/2025 08:36

Update: searched and found someone to speak to this morning (not as easy as it sounds). Told them about happenings, no call, complaint, and this thread (have obvs name changed last night. They were very apologetic and spoke to their manager. Full refund offered but told them I'll need to take this further as I'm so exhausted can now properly engage with today and wondering how I drive home safely. Its more than just a quiet night I'm losing.
Worryingly someone let me know this isn't the first time this has happened here!!!!!! Someone has already had a reprimand for doing this and is being sent for 'retraining'

I'm sorry this happened to you but their response has been prompt. You've been offered a full refund so I don't see what you hope to achieve by taking it further.

JustMyView13 · 04/04/2025 09:14

StartAnew · 04/04/2025 09:13

The police surely would not be concerned about a staff member accidentally walking into an occupied room and immediately leaving when told to.

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I agree. This happens so often in hotels. I don’t think this will go anywhere beyond a refund.

Chicheguevara · 04/04/2025 09:16

Definitely complain. Give all details of the disturbances and how it affected you (anxiety, fear etc.) Email it and post a letter, signed for delivery.

Oddsocksanduglyshoes · 04/04/2025 09:16

Maitri108 · 04/04/2025 01:26

I'd be very annoyed. You can get a lock or a door wedge for next time you book a room.

Wouldn’t help with the loud banging though

Maitri108 · 04/04/2025 09:17

Oddsocksanduglyshoes · 04/04/2025 09:16

Wouldn’t help with the loud banging though

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At the time of writing my post, there was no banging. I have many talents but am not psychic.

Iwanttoshopnow · 04/04/2025 09:19

I suggest you write to the CEO.
It's the only way to get things done IME.

You might need to dig online - CEO Travelodge- for an email address.
Their emails are monitored by their PA/team.

https://www.travelodge.co.uk/our-business/about-us/leadership/#:~:text=Jo%20Boydell%20joined%20Travelodge%20as,Travelodge%20on%2016%20May%202022.

[email protected]

Crazybaby123 · 04/04/2025 09:22

I would be annoyed.
But I also wouldn't have had migh expectations from a travel lodge, it's one up from sleeping in the forecourt of a service station. Just the decor makes me feel like I am in an institution.

StartAnew · 04/04/2025 09:28

TennesseeStella · 04/04/2025 08:56

You've got a full refund. Genuinely, what else do you expect them to do if you "take this further"?

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They will hopefully train staff to be much more careful but how can they compensate you for a disturbed night’s effect on your performance today? Do you want money?

Menobaby79 · 04/04/2025 09:29

RedRoss86 · 04/04/2025 09:05

Sorry this happened to you OP.

You'd be surprised how often this happens in hotels.

  • you sign in at reception, get handed key but receptionist doesn't check you in on system
  • few hours later, next guest comes to check in, you are still on the 'arrivals list' and staff member decides to move a few rooms around, sees you still aren't here so gives new guest your room, gives key and off they go. *a few minutes later, guest that just went upstairs comes down saying someone in their room. *insert panic by staff trying to figure out who is in the room....

Judging by the timings, I'd say late shift staff gave you key. Then it was night staff on at 11pm & they were left to figure out the mess.

Should this happen? No.
Unfortunately does it happen. Yes.

(On some hotel systems, if they have key systems that are linked with the booking system, you physically can't give a key unless the guest has been 'checked in' on system.

For the majority of hotels though, they can just cut keys and forget to check in the guest)

This 💯
Previous staff didn't check you in.

Gwenhwyfar · 04/04/2025 09:30

Shessweetbutapsycho · 04/04/2025 07:57

OP you’d have been better reading a book or having a bath than spending an hour staring into your phone typing lengthy mumsnet posts and emails to travelodge

Please don't take bath in the middle of the night in hotels. There's no need for everyone in the neighbouring rooms to be woken up as well.

Iwanttoshopnow · 04/04/2025 09:31

Was the first person who came into your room male or female?

If it was male I'd be very worried as it looks as if they told another male member of staff to 'have a go' and get you to open the door to them.

It doesn't make any sense that someone would walk in and then 20 mins later another man is banging on your door insisting you open it and ask for your ID.
Why would he do that?

StartAnew · 04/04/2025 09:34

GofE · 04/04/2025 08:35

I would hope, that as a lone woman, staying in a hotel, and a strange man broke into my room, the police might help me if i felt threatened .. or would it only be acceptable to call them once he's potentially on top of you in the bed?

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Oh come on. It was a staff member with a key not a rapist, and he left immediately.

Iwanttoshopnow · 04/04/2025 09:34

RedRoss86 · 04/04/2025 09:05

Sorry this happened to you OP.

You'd be surprised how often this happens in hotels.

  • you sign in at reception, get handed key but receptionist doesn't check you in on system
  • few hours later, next guest comes to check in, you are still on the 'arrivals list' and staff member decides to move a few rooms around, sees you still aren't here so gives new guest your room, gives key and off they go. *a few minutes later, guest that just went upstairs comes down saying someone in their room. *insert panic by staff trying to figure out who is in the room....

Judging by the timings, I'd say late shift staff gave you key. Then it was night staff on at 11pm & they were left to figure out the mess.

Should this happen? No.
Unfortunately does it happen. Yes.

(On some hotel systems, if they have key systems that are linked with the booking system, you physically can't give a key unless the guest has been 'checked in' on system.

For the majority of hotels though, they can just cut keys and forget to check in the guest)

I don't get this.
Keys in Prem Inns are a card system.

Not sure about a TL.
If one has already been given out the staff would see this- and same for a physical key.
And yes, I know each room has 2 keys for 2 occupants, but they should still see one key wasn't there.

sellotapechicken · 04/04/2025 09:38

That’s horrendous.

TheMauveZebra · 04/04/2025 09:40

I had staff come into my room in the morning to check something in that folder left in the room

Still annoys me to this day I didn't say anything

Singinghollybob · 04/04/2025 09:44

Iwanttoshopnow · 04/04/2025 09:31

Was the first person who came into your room male or female?

If it was male I'd be very worried as it looks as if they told another male member of staff to 'have a go' and get you to open the door to them.

It doesn't make any sense that someone would walk in and then 20 mins later another man is banging on your door insisting you open it and ask for your ID.
Why would he do that?

I'm guessing the first person walked in, not realising there was somebody already in the room, and maybe not checked in. They left, and told the second person (maybe more senior colleague) that the room was occupied.
The second person maybe banged on the door asking for ID to verify who the unknown person in the room was.
I'm not defending the staff, just explaining the possible reason for doing it.

FortyElephants · 04/04/2025 09:54

GofE · 04/04/2025 08:35

I would hope, that as a lone woman, staying in a hotel, and a strange man broke into my room, the police might help me if i felt threatened .. or would it only be acceptable to call them once he's potentially on top of you in the bed?

Show quote history

Felt threatened? But she wasn't threatened? Nobody committed any crime, and nobody was at risk of danger. It was annoying and upsetting but not a criminal offence. What on earth do you think police should have done? Stood outside her room all night for security? Arrested the staff member for making a mistake?

MyDeftDuck · 04/04/2025 09:55

Complain and don't take a pathetic 'sorry' for an answer! They were totally out of order, they only had to check their booking-in records to see that you were a female solo occupant of that room and certainly should not have disturbed you - apart from emergency evacuation.
Take this to the very highest level in their management structure!
Personally, I would demand a refund AND compensation - it would have disturbed the shit out of me.

FortyElephants · 04/04/2025 09:56

HotelStrangers · 04/04/2025 09:08

re Taking this further: I will have consequential losses.
re Police: I had not considered reporting to police but driving to venue was thinking about how this is repeat behaviour despite reprimand. There is a chance this behaviour may escalate (typical path). Will consider reporting so the person can be flagged

Don't be absurd. Nobody did anything illegal. 'Flag' what??

Avatartar · 04/04/2025 10:00

Sorry this happened OP. I’d love the idea
of having a bath and only agreed to work away with the thoughts of a long quiet bubble
bath to myself, no family wanting things, only to find that most hotels have ripped them out and only have showers now

NetZeroZealot · 04/04/2025 10:08

Premier Inn is better than Travelodge in my experience.

ClairDeLaLune · 04/04/2025 10:15

Oh my God OP that’s awful. I would’ve been absolutely terrified, and wouldn’t have slept a wink after that. I sleep in the nude! Won’t be doing that in a hotel again. You definitely need to pursue a complaint.

ClairDeLaLune · 04/04/2025 10:18

Banging was mentioned in the original post. So unless you wrote your comment before that and really are psychic then your sarcasm doesn’t really wash.

KrisAkabusi · 04/04/2025 10:26

they only had to check their booking-in records to see that you were a female solo occupant of that room and certainly should not have disturbed you - apart from emergency evacuation.

The whole point is that their booking system was wrong - it was showing an empty room!

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