Call me Russ L

A little update on the Travelodge thing

Posted in Do Not Use These Companies, Modern Living by Russ L on 24 November, 2007

A little update on the Travelodge thing

I sent the letter quoted here (that was a direct c’n’p, spelling mistakes and all. Doh.) to Travelodge by recorded delivery, and as such I can confirm that it arrived on 18/09/2007. I have seen the signature to confirm this on the Royal Mail website.

The reply I received (by means of email) was on 09/10/2007. I’m prepared to allow a little while for my letter to be transferred to the appropriate department and then the time subsequently needed to reply, but this still seems slightly on the slow side. Not a big deal, though. I know we’re dealing with a large organisation and that these things take time. This is one thing I wouldn’t complain about.

My reply was from one Norbert Rave, which I have to admit is an awesome name. He signed off as ‘Operations manager’ for Docklands Travelodge, which doesn’t sound like the obvious job title that you’d charge with responding to my complaints having my booking altered to City Airport (even if it was from Docklands) and subsequently ending up with the wrong room, but then again I have no idea how their internal structures work. I appreciate the fact that I got a reply (I didn’t actually expect one), and I appreciate the sentiment – he wanted me to give him a phone number for him to call me to see what could be done to ‘make everything right’.

Well, the minor problem here was that I think Travelodge have kept me on the phone for more than long enough already during this irritating farce. I don’t like phones to begin with, and had no wish to have to have to sit with one pressed to my face for any longer if it wasn’t necessary. Which it wasn’t. The larger problem was what on earth he meant by ‘make things right” – I have already explained my problems and said that I wouldn’t be using Travelodge again. What did he possibly think he could do?

One thing, that I can think of – there was one small question left on my mind that he could have answered. I replied to his email to say that I wasn’t interested in phone communication and that he couldn’t really ‘make things right’, but that I would appreciate having one specific question answered – what actually were the ‘issues’ (shudder) surrounding our transfer? In spite of being sure enough that it was simply a result of Travelodge’s policy of deliberately overbooking, I was happy to be told if there was an alternate explanation for these ‘issues’ that the booking telephonist either couldn’t or wouldn’t tell me.

Mr Rave hasn’t replied. Since it’s been over a month and a half now, I suspect he isn’t going to.

I said before that I wouldn’t be using Travelodge again and would do as much as I could to persuade others not to either. This exchange hasn’t convinced me to alter my position in the slightest.


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