Legal advice sought guys... Do you think I will get my money back?

[gamma38]

Another big company giving the little man the cold shoulder. Stick to your guns.

 

[Deleted member 1779]

Exactly guys. Even now the event has faded I am still hopping mad about the treatment recieved that night.

So far I have not had a response to that email from customer services and its been a week.

I do have a little ace up my sleeve. I have been sent the personal email of the Managing Director of Travel Lodge.


Travelodge

Grant Hearn
Chief Executive

E-mail[email protected]

Telephone01844 358500Website

http://www.travelodge.co.uk

Company Twitter@travelodgeuk

 

[gamma38]

Go straight to him. Tell him the whole story from the start and what you want.

 

[Deleted member 1779]

Grant Hearn...

YOU HAVE MAIL

have just sent it to him....

 

[Gazzer]

never a dull moment Richard !!!!!

 

[Deleted member 1779]

Yes we have three things going on at the moment Neil

1) Fence-Gate - The builder next door making his 100ft high fence
2) Travel-Gate - Being ripped off by Travelodge.
3) Court-Gate - Having had items stolen from us, a successful court case and just waiting for compensation (expesnes have been paid)

And we have a bit of work to do too.... Whew !

 

[AliGage]

Stop looking at your fence line mate. Sounds like you're developing a gate obsession.

 

[Deleted member 1779]

Fanfare please boys.....

Dear Mr Hazell,

Thank you for your recent email which has reached our Chief Executive’s Office.

I was most concerned to hear of the problems that you experienced in regards
to your booking at Warrington Lymm Services Travelodge.

We have taken your comments seriously and the District Manager

and

our Health and Safety department are currently investigating the issue.

As soon as that investigation is complete, we will be in a position to respond to you in full.


Thank you again for contacting us.
Kind regards

Jessica Riley

Travelodge Customer Services
Chief Executives' Office

 

[Gazzer]

ooooooh the tension....

 

[Deleted member 1779]

 

[AliGage]

I can almost hear how the first line of that letter is intended to be said. Lol you've got there attention!

 

[Deleted member 1779]

Well its now been two weeks since that fateful night (I travelled up on the 11th of April and today is the 26th April)

And I am pleased to say that I have settled the matter with Travelodge.

Here's the breakdown:

1) A telephone apology and email apology from customer services.
2) Refund of the £33 for the cost of the room on my credit card bill.
3) Reimbursed for my fuel costs for that night.
4) Reimbursed for my 2 x toll charges on the M6 @ £5.50 each way.
5) Loss of a days wages paid.
6) Some vouchers for a future stay.
7) Promise of an investigation into why things went so badly wrong.

So overall I think this is a success. Although obviously I would never have wanted to have had this happen to me.

I am pleased to say that Travelodge "Did all they could do" to make things right so I am happy to print / publish this.

I had quite a long telephone call - at least half an hour - with a guy from customer services. He was conciliatory and apologetic. He had done his background checks prior to calling and my story obviously checked out. As I said to him on the telephone I was not trying to "Milk the compo" and he agreed very readily. I said all I want is my out of pocket expense plus a good will gesture. So its with a positive thumbs up that I think I was fair and reasonable with them and they were fair and reasonable with me.

Any take away messages? I am now still going to be VERY cautious with any late night travel. This may mean that I will use local guest houses rather than TL if I intend to set off at 10pm again. But for times where sleep is not critcal and mix ups can be corrected in the light of day I will continue to use TL but will call ahead each time. I know thats no guarantee of a room BUT its better to try to secure a room.

I want to say thank you to those who gave great advice on this post.

I also hope my post helps other people.

But I also hope it is a fair reflection of the events that night, my initial anger, the comms with TL and of course the end result.

 

[Andy Allen]

glad you got it sorted Richard, makes a change for a large company to cough up for there mistakes without to much hassle..

 

[CJ]

Glad it's sorted.

Prefer Premium Inns anyway.

 

[John Benton]

It's good that a company can stand up and admit they are wrong, I could have imagined this running on for months. I must say well done to Travelodge for doing the right thing.