I booked and paid for a room in the Travelodge London King’s Cross Royal Scot hotel six weeks in advance. It was for myself and my husband, who has heart disease and dementia.
- +We booked a Travelodge but were forced to move hotel after 1am
I had called the hotel on the day of arrival to advise that we would be checking in at 11pm and was told that was fine.
I had called the hotel on the day of arrival to advise that we would be checking in at 11pm and was told that was fine.
When we arrived, we were told that the hotel had overbooked owing to a football match and our room was no longer available. Two other parties were in the same situation.
We had to wait in a lobby full of noisy football fans. We were eventually moved to the Travelodge in Shoreditch after 1am. By this time my husband was distraught and I was exhausted.
We had booked the King’s Cross hotel because we were due to catch a Eurostar early the next morning.
We have not been offered an apology or a refund, although the Shoreditch hotel is cheaper, and Travelodge has not acknowledged my two complaint letters. MJ, Hythe
I was not surprised when Travelodge insisted it was a problem with the room rather than an overbooking policy that resulted in your room not being available – that’s what it has said on previous occasions when I have flagged up the ordeal of booked guests turned away in the dead of night.
It was an “unexpected maintenance issue”, said the press office. “We are very sorry that they were not informed of this before their arrival at the hotel,” a spokesperson said. “Due to an internal error, MJ’s complaints did not reach the right team, which is unacceptable.”
It has now refunded you the £179 cost of the booking and added £200 in compensation – but only because you went to the press.
