Woken by hotel staff

[HotelStrangers]

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)

Refund the whole way. That is so bad.

This thread terrifies me as a woman who regularly stays in hotels alone. I assumed that once the door locked behind you you were safe, it has never crossed my mind that someone may enter with another key in the night.

I’m going to buy one of those door jammer things someone posted upthread, and in future use my suitcase as a blocker behind the door when I stay in hotels.

I don’t think I’d be able to sleep the rest of the night in that hotel, I’d be too terrified.

I hope you get an appropriate response and full refund OP, none of what you have described here is acceptable in any shape or form.

I’ve heard of this as sometimes staff, particularly those on late/early shifts, will use empty rooms to have a secret kip in. Obviously they thought yours was empty.
i would definitely ask for a full refund, and make sure the highest management know a male member of staff let themselves into your room. Totally unacceptable!

That is bloody awful. Gaslighting little prick. I hope you were taken seriously by the police and he has had his sorry arse sacked

I always take one of those door wedges with an alarm with me to hotels after a staff member let himself into my room while staying at The Westin in Malta. I was getting dressed in the morning and the door swung right open. Mortifying and scary.

Good Lord, @MandyTraveller ! was he sacked? What an awful awful lout (not a man). I hope you're OK.

Omg please tell us you called the police!

you sound terrified in the video, I would have also gone to the press. I’m actually surprised the press haven’t picked up on this.

Oh my God that video is horrifying. What a total and utter arsehole of a man. I really hope he was arrested.
I will never stay in a Travelodge again.

Please tell us the police came and Travelodge fired him!

The Police have already responded and are being as helpful as they are able. They fully took on board the concern this could be repeat behaviour. As an offence hasn’t been committed they can’t act on this incident but are going to contact Travelodge to ‘encourage them to deal with this appropriately’. The incident will also be kept on file incase something else happens in the future. Really kind and appropriate response.
Will post when and if the CEOs office gets back to me 🤞

@MandyTraveller have you sent that vid to Travelodge central management? Or better still, post it up on Twitter.

At the very least you need a full refund if the entire stay, absolutely unacceptable

Not sure if this has been said as the thread is now 8 pages!
Firstly, definitely go for a refund that's ridiculous.

But also, wanted to highlight that if you have a long term condition that causes fatigue then your work should be paying for your hotel overnight for access reasons. If its lengthy commute to 2 long and tiring days it is a reasonable adjustment that they cover the costs of your hotel and give you a per diem. Definitely enquire into it!

@LittleBigHead an email went to the CEOs, kindly supplied by another person who posted. No response yet, not even an acknowledgement of receipt. Nothing further back from Travelodge Customer Services either.

@PopandFizz thank you for suggesting this. I’d not thought of this previously as it’s a fluctuating thing (like long Covid) and I work for cash strapped public sector. Have only claimed once when doing work for an outside organisation. However will definitely keep it in mind for future.

That’s awful! I’m so sorry that happened to you! Did the police do anything? I hope he got sacked!!!

@MandyTraveller I'm absolutely horrified and furious on your behalf. What an obnoxious little prick that guy is. I hope he gets sacked and arrested.

If anyone is still around thought I’d let you know a reply arrived from Travelodge CEOs office, but only after shaming on social media. Unsurprisingly it minimised it all. Clearly they aim to get people to give up through attrition.
After hearing all the other appalling accounts here not willing to let this go, it needs to be dealt with. So have sent a strong shot back (with advice from a friendly legal type 😁).
If you want a laugh have a read of Travelogue’s Booking Ts&Cs. In section 7 they tie themselves in knots with double negatives. No idea if it’s to try and escape responsibility or incompetence but am told it’s only worthy of a laugh.

I know they gave you £25 initially but have they actually refunded you yet?

@QuirkInTheMatrix OP was offered a full refund on the day, but they mentioned they plan to take it further. Unclear whether that means they declined the refund, or are looking for additional comp.

You’re correct @JustMyView13 I declined the full refund on the day as that could have been viewed as me accepting compensation in full agreement with closing the issue. I was, and am, determined to see that Travelodge take action to see that this issue is appropriately addressed, rather than throwing a few quid at someone to make them shut up.
I did also mention losses. I was unable to complete a bespoke work-related training course (being vague as it was very specific). To repeat this, in even a more generic form, will cost me personally £350+ Work would not cover a repeat, especially for Travelodge’s error.
I have suggested to Travelodge my opinion on what a minimum response should be.

Throughout this I’ve felt lucky I haven’t experienced a big T trauma in my life, so felt the incident was manageable, despite needing addressing.
What I didn’t anticipate was 2 small t traumas from childhood being re-awakened. The memories have only come back when family noticed a change in my behaviour. At home I’m checking doors are locked, waking at nighttime sounds and won’t sleep with my back to the door.
This makes sense as I grew up in a time and place where there was crime. Twice our house was broken in to when we were asleep and they were only scared off when they entered our bedrooms. I was around 5-10 yrs old.
Throughout childhood and early adulthood I had similar issues to those above but managed to overcome them when I became a parent. Now they are back. I don’t know how long for but luckily I’m in a better place to deal with them.
I’m a private person and rarely post on MN (let alone start threads, eek). But Travelodge’s need to address this. People should not expect to have middle-of-the-night intruders in Travelodge’s or anywhere else.

@HotelStrangers I think you probably ought to engage a solicitor. I sense the magnitude of the claim you’d like Travelodge to accept, will far exceed anything they’re likely to offer through their regular complaints procedure.

I think that the advice given above is very sensible. Nil illegitorum carborundum!

Thank you for the advice @JustMyView13 .
For clarity I have not raised the ‘distress’ element with Travelodge as 1, it’s only just recognised and 2, really want this over quickly. I’ve only mentioned it here as I’m upset and annoyed to be experiencing it. This thread helped when I was disturbed that night so this felt like a good place to talk about it.

I have only asked Travelodge for an explanation and description of active steps they are taking rather than just an initial mis-reading of the complaint and then dismissing it as inconvenience needing 1 person's ‘retraining’ yet again. The cost they are causing me to repeat the lost work opportunity is also mentioned. That’s all. Luckily I have access to informal legal advice and am hoping this will be brought to a swift and sensible way forward.

Did you get any response @HotelStrangers? I know it's been a couple of months, but I've had the tab open for that long!