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Some of you are aware that the exclusive Travelodge that we'd booked into fucked up our booking causing us - well *me* really - a load of unnecessary stress and keeping us away from actually getting up to our room and *relaxing* for over half an hour after a two hour drive from Birmingham. This is a draft of the email I'm sending Customer Services (Seeing as the bastards don't actually seem to have a postal address to send letters to). Is it vehement enough do you reckon? Oh yeah - the 'important function' is actually B Movie, but I reckon that's pretty important :)
On the 17th March I reserved a double room for Friday 13th May, via your website. I received an email confirmation, on which all the details were correct, and so was happy that my reservation was made and a room would be waiting for me.
My partner and I had an important function on the Friday evening, beginning at 8.30pm. We decided that rather than rush from Birmingham straight to the venue and then drive back again in one night, we would stay somewhere for the weekend, and have a relaxing short break. I've stayed at similar chain hotels at the past, and have never had any problems on arrival, so assumed that would be the case with you.
We arrived at Farringdon Travelodge at about quarter past six. There was no record of our booking. Because I did not have a reference number with me (the confirmation email only stated that it would be needed in the case of altering or canceling a reservation), there was nothing - apparently - that could be done to help me.
I had to find the nearest net cafe, pay for net access, and get the copy of my reservation confirmation email in order to prove that we had a room booked.
There was no record of the booking using the confirmation number either. To ascertain this had now taken nearly half an hour, with me running like a hamster up and down Kings Cross Road.
We then had to sit in Reception for a further twenty minutes, surrounded by our luggage, whilst the receptionist phoned through the the central reservations office. For twenty minutes we had to sit not knowing whether we actually had a room for the night or whether we would have to travel straight back to Birmingham again.
We had booked into the hotel to try to make our visit to London as easy as possible. Thanks to you, we suffered an incredibly stressful arrival, had to rush to get ready, and although our evening was't ruined, there was somewhat of a dampener on it.
I wouldn't expect luxury from a Travelodge. I wouldn't expect cable TV or a gym or a trouser press. I can even accept a room that is too warm with no air conditioning and one lift being out of servive all weekend. I do, however expect to be able to check in after 3pm and know I have a room. Is this really too much to ask of your company? I very much doubt that I'll be booking with you again, but I would appreciate a response with an explanation of why mistakes like this happen.
On the 17th March I reserved a double room for Friday 13th May, via your website. I received an email confirmation, on which all the details were correct, and so was happy that my reservation was made and a room would be waiting for me.
My partner and I had an important function on the Friday evening, beginning at 8.30pm. We decided that rather than rush from Birmingham straight to the venue and then drive back again in one night, we would stay somewhere for the weekend, and have a relaxing short break. I've stayed at similar chain hotels at the past, and have never had any problems on arrival, so assumed that would be the case with you.
We arrived at Farringdon Travelodge at about quarter past six. There was no record of our booking. Because I did not have a reference number with me (the confirmation email only stated that it would be needed in the case of altering or canceling a reservation), there was nothing - apparently - that could be done to help me.
I had to find the nearest net cafe, pay for net access, and get the copy of my reservation confirmation email in order to prove that we had a room booked.
There was no record of the booking using the confirmation number either. To ascertain this had now taken nearly half an hour, with me running like a hamster up and down Kings Cross Road.
We then had to sit in Reception for a further twenty minutes, surrounded by our luggage, whilst the receptionist phoned through the the central reservations office. For twenty minutes we had to sit not knowing whether we actually had a room for the night or whether we would have to travel straight back to Birmingham again.
We had booked into the hotel to try to make our visit to London as easy as possible. Thanks to you, we suffered an incredibly stressful arrival, had to rush to get ready, and although our evening was't ruined, there was somewhat of a dampener on it.
I wouldn't expect luxury from a Travelodge. I wouldn't expect cable TV or a gym or a trouser press. I can even accept a room that is too warm with no air conditioning and one lift being out of servive all weekend. I do, however expect to be able to check in after 3pm and know I have a room. Is this really too much to ask of your company? I very much doubt that I'll be booking with you again, but I would appreciate a response with an explanation of why mistakes like this happen.