Having booked a non-refundable room at this Travelodge. I arrived at 11.30pm after a full days work to find a member of staff being shouted at by another customer attempting to check in. I quickly discovered, despite taking my money and confirming my booking it is actually standard policy at this awful franchise to double book your rooms and operate a 'first come first served' policy on check in. So they had re-sold my room to some other person who walked off the street before i could arrive. Both i and this angry stranger were now left without our money (already taken and held by Travelodge) at nearly midnight and no room to sleep in. We were left standing in the reception while the staff called around other london hotels to try and find us alternative places to stay, eventually getting confirmed at another hotel and offering to put us (Two strangers - one heavily intoxicated) into a taxi together to the new hotel. How safe. The staff member admitted this was a common occurrence with this hotel and the company, as did the taxi driver who must get a lot of business from them and then agreed with by the new hotel clerk who told us it was common and agreed it was an awful way to treat customers. At the time of agreeing to move hotels we were told we'd get a full refund once we contact customer care. After contacting them, their customer service has since 'sympathized' and offered 'gestures of goodwill' non of which amount to a refund. A company that earned over £1 billion in revenue last year. Customer service is the bottom of their priorities. Book elsewhere, you might end up there anyway.
自動翻訳