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travelodge ! just the facts mam ! - snapper - 05-09-12
Travelodge Guildford
Last weekend we went to Chessington for the day followed by staying over night in a hotel before collecting my mum from the Isle of Wight as she is staying with us for this week
Well all I can say is the Travelodge was worse than awful !
My better half wrote and complained but I should emphasize when we arrived it was late the kids were like the walking dead! so all we wanted was to get them to bed as quickly as possible lights as dim as possible so we didn’t really see just how awful till the morning when we noticed the brown smudges on the ceiling ! wtf !!
If it had just been us two I would have demanded my money back and gone some where else! But not so easy with two exhausted kids!
I would wholeheartedly recomend avoiding this place if your planing a ride out an overnight stop or anything !
below are the emails back and forth so far, slopey shoulders doesnt come close ! the only point was the fact that they dont make up the beds which is the only point I would concede
"I recently booked one night stay at your Guildford branch of travelodge. I had booked a room for 2 adults and 2 children.
We arrived late evening with 2 very tired and irritable children who we needed to get straight to bed. We got our room key ???? and proceeded to the room.
when we got to the room we found that the children’s beds had not been made up (something which we would expect to have been done). Obviously we then had to get children ready for bed and make the beds up ourselves.
Whilst making the sofa beds up we found the sofa to be filthy, to the point of being full of crisps. But as we had such tired children, by that point asleep on their feet, we decided to continue and clean what we could.
The rest of the room had seen better days, furniture cracked, sticky carpet and what we though in the darkness to be a water stain on the ceiling.
We got the children to sleep and then tried to sleep ourselves. At 4am the neighbouring room occupants were running up and down the corridoors, shouting laughing and acting the fools. banging on friends doors, shouting at them to wake etc. This went on until past 5am.
In the morning we had breakfast (the scrambled eggs actually tasted as if they had been mixed with yogurt, they were sour, the rest was ok) and checked out. In the light of day the "water stain" on the ceiling actually turned out to be something smeared onto the ceiling, something in a brown colour, I didnt want to look closer.
We checked out and told the staff on reception of our experience and were told-
about the unmade beds"nothing we can do, why didnt you complain at the time?" well we had very tired children, who wanted beds, why should we have to go back to reception and waste further time with 2 exhausted children whilst waiting for someone to make beds?
The state of the room - again asked why we didn’t complain at time.
The noise of other guests at 4am "oh yes, we know, sorry" - Is that it, if they knew why were the guests not stopped or any of those who suffered offered any apology before having to actually complain?
So overall, a terrible experience with Travelodge, the customer service at our direct complaint not helping in any way."
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Thank you for your email.
I am sorry to learn of your disappointing stay at our Guildford Travelodge.
In our family rooms we do not set-up a sofa bed prior to your arrival. The reason why the other beds were not made up is because most customers prefer to use this as a sofa prior to setting up the bed.
Furthermore I understand that your sofa bed was dirty. Certain marks or stains on our sofa beds can be difficult to remove. We will try our upmost to remove permanent marks or stains however, if they are still visible, and we think it may affect your stay, the sofa bed would need to be replaced.
When you enter one of our rooms we expect it to be cleaned to a specific, high standard. Our housekeeping team follow a regular routine in the cleaning and preparation of a room.
We do hope that all of our customers get a good night sleep when staying with us. While we can not be held directly responsible for the actions of others, I do appreciate the frustrations caused.
We try to keep large groups together and require our hotel night staff to regularly patrol the hotel to ensure the safety and security of our customers. They also request that customers respect reasonable noise levels.
A copy of your email has been sent to the Hotel Manager to make them aware of the issues that you encountered during your stay so that these faults may be corrected.
We do appreciate the time you have taken to contact us and for your valued feedback.
Once again I apologise for any inconvenience caused.
Thank you again for contacting us.
Kind regards
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Thank you for your reply, albeit one that has skirted around some issues.
Am i to expect a further reply once the hotel manager has had a chance to respond? I would love to hear why crushed crisps are hard to remove from a sofa, why the staff who regularly patrol the hotels failed to stop over 1hrs noise in the rooms either side of ours and in the corridors etc
Re: travelodge ! just the facts mam ! - Robbie8666 - 05-09-12
my experience of travelodge at Exeter Services has put me off ever using them again!! I try & use premier inn if I can plus their breakfasts are all you can eat!!! the kids love it so much that when we go to the one close to home for a pub lunch they ask if they can stay!! its only 6 miles from home lol!!
Re: travelodge ! just the facts mam ! - Lazarus - 05-09-12
did I not hear on the radio that they are in a bad way and offloading a number of their "hotels" ?
Re: travelodge ! just the facts mam ! - snapper - 05-09-12
"did I not hear on the radio that they are in a bad way and offloading a number of their "hotels"
I dont know about that , but you'd have to pay me a small fortune to go back to one again !
Re: travelodge ! just the facts mam ! - Skippernick - 05-09-12
(05-09-12, 03:56 PM)Robbie8666 link Wrote: my experience of travelodge at Exeter Services has put me off ever using them again!! I try & use premier inn if I can plus their breakfasts are all you can eat!!! the kids love it so much that when we go to the one close to home for a pub lunch they ask if they can stay!! its only 6 miles from home lol!!
Thank god for that we just booked with premier inn ready for a ferry crossing to france.
Re: travelodge ! just the facts mam ! - Grahamm - 05-09-12
I've not stayed in a Travelodge, but do *NOT* stay in an Etap hotel unless you want to lie on a mattress that has the consistency of concrete!
Re: travelodge ! just the facts mam ! - manuel32 - 05-09-12
oh dear you,,screw um :evil
I regulary use the Formula one motels in france, no frills but not had a bad one yet, only £30 for 3 bed room per night,,1 double and a single bunk.
Re: travelodge ! just the facts mam ! - rayburn600 - 05-09-12
snapper,
I too had this type of prob with Travel Lodge Bristol. (on the old bridge toll road)
An extreemly bad room to say the least.
In the end I complained to the manager and got a full refund.
Keep on it you should win.
This sort of thing is just un exceptable.
R
Re: travelodge ! just the facts mam ! - robby boy - 05-09-12
We once complained about noise in a Travelodge in Glasgow, the receptionist gave us the room for free, no questions asked, I would stick at them and try for a refund, there is no need for a room to be dirty.
Re: travelodge ! just the facts mam ! - chris.biker - 05-09-12
I ll not tell my long tale of woe, all I will say is I now refer to the hotel chain as Travel Bodge.
Re: travelodge ! just the facts mam ! - Grandma - 06-09-12
A group of 16 of us used them in 2010 to stay during a 3,000 mile trip around GB & NI. Booked rooms in Feb at Saver rate to travel in June, overall good value but downsides in most is no food on site, Peterborough was opposite a nightclub, with no safe parking for bikes., so we either moved or carried on back to Kent after travelling 300 miles that day :\
[/size][/color]Used Swindon when marshalling Wootton Basset and that was fine with bar and food plus we arranged with Salvation Army behind to park our bikes in their secure compound, though others parked outside and they were fine 8)
[/size][/color]Premier Inn does sound a better bet.
Re: travelodge ! just the facts mam ! - snapper - 06-09-12
Just to keep you all upto date here is the're lastest reply !
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Thank you for your email.
I am sorry to hear that you are unhappy with your response.
Unfortuantely I can not guarantee that the Hotel Manager will contact you because the hotel reviews complaints on a case by case basis.
The sofa bed should have been cleaned of such items as crisps however if there are marks or stains, sometimes these can be difficult to remove.
We would expect hotel staff to patrol the corridors at night on a regular basis.
In the circumstances, as a gesture of goodwill, I have raised a 50% eVoucher for £25.00. . In order to use this eVoucher please login to your online My Travelodge account (https://www.travelodge.co.uk/secure/my_travelodge/login.php) and follow the booking process through. At the payment stage click on the red button as indicated.
Hopefully this goes some way towards reassuring you that we have taken your concerns seriously.
Once again I apologise for any inconvenience caused.
WOW we got a 50% e voucher (£25)for use only at travelodge strange as the room cost £70?
also (This eVoucher will appear in your My Travelodge account within 24 hours) we dont have a travelodge account ?
do these people seroiusly think we would return after this ? I would rather sleep in a hedge ! probably cleaner and less noise !
Re: travelodge ! just the facts mam ! - Lazarus - 06-09-12
I knew I wasnt imagining it :
http://www.bbc.co.uk/news/business-19295991
Re: travelodge ! just the facts mam ! - karlo - 06-09-12
I've stayed in lots of different Travelodges And they were perfect.
Re: travelodge ! just the facts mam ! - maddog04 - 06-09-12
I've stayed in 2 TL's one in Glasgow the other in London and whilst the food aint great, I can't knock the places. I suppose all "chains" have bad places but that's no excuse for dirty area's or poor customer care.
I understand the bit about getting the kids to sleep but maybe a cursory complaint by the other adult at the time with a full follow up rant in the morning may have been better (hindsight's great innit?)
as for the gesture of goodwill, tell them you will not return and you expect a full refund in the form of a cheque or straight back into your account if you payed by card
having said all this, Chessington?
they're all inbreds down there, what did you expect?
Re: travelodge ! just the facts mam ! - snapper - 06-09-12
"having said all this, Chessington?
they're all inbreds down there, what did you expect?"
lol thats nothing try visiting the Isle of Wight
The only place to do hi 6's instead of hi 5's
The TL was in the center of guildford not at Chessington ( I know not important )
Re: travelodge ! just the facts mam ! - Strifae - 06-09-12
Travelodge is *very* hit and miss
We use them alot due to £10 a night rooms around the country
Some of them are fantastic to the point our mattress is the same one used by them (Hypnos - also used by Premier Inn) but some have been shoddy to say the least
Its a shame its not consistent across the board as its the same company but Premier Inn does blow it away generally
The Travelodge in Tewekesbury is as good as a Premier Inn - which is what they should all be like!
Re: travelodge ! just the facts mam ! - rayburn600 - 06-09-12
snapper
Quote "WOW we got a 50% e voucher (£25)for use only at travelodge strange as the room cost £70?
also (This eVoucher will appear in your My Travelodge account within 24 hours) we dont have a travelodge account ?
do these people seroiusly think we would return after this ? I would rather sleep in a hedge ! probably cleaner and less noise ! Why not send them these words of yours.I would still follow up with another e,mail to the nmanager, saying you need to pick up your game here, if you ever whant me to return.In the end bore him to death with follow up e,mails, you might just win in the end.If you paid by credit card, tell the card company you are rejecting the room.Ok its after the event but isn't it always After the event...?
Re: travelodge ! just the facts mam ! - manuel32 - 06-09-12
I hope you admired the plastering in all the hall ways and stairwells and receptions,,
as for 9 years i travelled the country and plastered 95 travellodges, something like 21 on the A1m alone, from Watford gap to |Gateshead.
Loads of them
Re: travelodge ! just the facts mam ! - snapper - 06-09-12
But I bet even you wouldn't stay in one !