05-09-12, 03:48 PM
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
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."
--------------------------------------------------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------------------------------------------------------
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