Travelodge

Dear Contact: Thank you fornotifying our office of the concern filed by *** ***, at theTravelodge property located in Seattle, WA We are sincerely sorry to hear we did notprovide the guest, with an excellent Travelodge experienceYou can count onour team to help
resolve your concerns To assist Ms.*** in reaching a resolution, I’ve informed the property’s generalmanager of the situationThe general manager will contact Ms*** by6/29. As a company, we’re committed todelivering a great experience with every stay with us. If for some reasonMs*** concern is not resolved, please contact me directly at ***@wyn.comand I will personally help address her needs Count on me, Sincerely,*** ***Customer CareRepresentative

I responded to the guest email

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was contacted by a representative for Travelodge who said they will be mailing out a refund check.Sincerely, *** ***

I am rejecting this response because:
My family and I checked out four full days prior to our check out date of June 19, 2017. Her husband had verbally informed us that we would receive our four days refund because of our early check out.

I am rejecting this response because:
The response expressed that I would be contacted on or before April 10, 2017. It is now April 11 and I have received no communication from the Travelodge property manager in Mammoth or the costumer care specialist.

Revdex.com Case #: 12033217 Hotel Site #: 1[redacted]3 Customer Care Case #: 3[redacted]6   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Travelodge property in Mammoth Lake, CA.   To assist in reaching a resolution, I’ve informed the property’s...

general manager of the situation. The general manager will contact the guest on or before April 10th.  As a company, we’re committed to delivering a great experience with every stay with us.   If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.   Thank you, Jazmine M. Customer Care Specialist

Complaint: [redacted]I am rejecting this response because:This is unacceptable. I booked a non changeable/non refundable rate and it says nothing in the confirmation about the hotel reserving the right to change the price. I previously contacted [redacted] and spoke with Amanda. Amanda agreed that the actions of the property were unacceptable and therefore called the hotel. Aurora advised Amanda that they will honor the $67 price. For this reason, I am very surprised by the hotels message today. I called the hotel today and spoke with Aurora and she advised me that the owner of the hotel did not agree with her resolution and therefore advised that they could give me a $179 rate. I am declining this and I want the $67 rate that I booked and paid for. I called [redacted] again today too, Amanda is out of the office but I spoke with her colleague who agreed that the actions of the hotel are unethical. I want written confirmation from the hotel that they will honor the $67 price.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/06/18) */
June 6, 2015
To Whom it may concern
Revdex.com
[redacted] XXXXX
RE: Case # [redacted]
In the case with Ms. [redacted], the guest had checked into the room approximately 1:29 pm Saturday May 23, 2015....

The guest was in a rush to check in early due to the fact she had a wedding to attend. Our normal check in time is 3pm which we had waved the early check inn fee for the guest. The guest explained she wanted an hourly rate which we do not have. We have only daily rates. She stated she just wanted to get ready in the room. Guest asked for a smoking room for two. The guest checked into room #[redacted] with no complaints at all. This room has painted walls. The guest came down to the front desk at approximately 5:30pm and complain to the front desk clerk. The complaint was that she wanted a full refunded due to the fact the lamp shade wasn't tight enough and it was falling off of the wall. The front desk clerk went to the room with her to see that the lamp and shade were perfectly fine. The room was completely used. The front desk clerk explained that if you stay in the room and use the room that we cannot give refund, but more than happy to change the room. The guest went on to say she works at a hotel and if she stayed less than 5 hours she can get a partial refund. She said she had taken pictures and would do whatever it took to get her money back. Guest demanded corporate number. Guest called daily harassing manager. Guest repeatedly told manager she would shut the property down, she explained she would report us to the Revdex.com if we didn't refund her money back. We do apologize for the unhappy stay but these are false accusations. We will be more than happy to accommodate on her next stay.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It frustrates me that everything about this reply is false. Yes, we checked in early because we needed to be able to change before the wedding. They did NOT waive the early check in fee. However, they did only charge us $10 instead of the $20 that the gentleman originally said that it was going to be. I NEVER asked for an hourly rate as we had every intention of staying in the room that night. Nor did I state that we ONLY wanted to get ready in the room, simply that that was the reason we wanted to check in early. As soon as we entered the room we looked around and found all of the problems that I listed in my original complaint. Again, we didn't have time to complain at that moment because we were going to be late. The lamp shade was NOT the only complaint, and it was NOT "perfectly fine". The room was also NOT completely used. We sat our stuff down, changed and fixed makeup, and I dried my hands on one of the towels we were handed. We were in the room for less than 45 minutes. We didn't shower, didn't even use the restroom. The front desk gal did come up to check the room and we personally showed her everything that I listed in the original complaint. She never offered us a different room but gave us the number for the owner and ASSURED us we would get a full refund. We did not call daily. We called twice. Once on the Monday after we were there when we were told that they would leave a message, and again on Friday after I hadn't received a call back. I had to ask if I could speak to the owner several times before he finally told me that he was the owner. He was rude, kept talking over me, accused me of lying, told me that he was not going to listen, and that he did not care what I had to say. I never even asked for a refund during this conversation, he talked over me so much that I couldn't even explain what had happened let alone ask for a refund. I did ask for the corporate number as I felt that no business owner should treat ANY customer in this way. I had to ask several times before he actually gave me the number. Not once in the conversation did I say that I would make a report to the Revdex.com, since I did not even make that decision until AFTER I had talked to TravelLodge customer care. Who informed me that they are no longer associated with this hotel, although they are still using the TravelLodge name. It appalls me that any business owner would not only treat customers the way that he treated me but outright lie about the condition of the room as well as my interactions with him and other employees. The response to my complaint is the ONLY time that I was ever even offered an apology by ANYONE associated with the hotel.

Revdex.com Case #: [redacted]
Hotel Site #:[redacted]
Customer Care Case #: [redacted]
 
Dear Contact:
 
Thank you for notifying our office of the concern filed by [redacted] at the property in Yucca Vally, CA.  
 
We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service.  I do apologize I will only be able to offer 3,000 WR points as a goodwill gesture. That gets you a highly discounted stay in the US or Canada up to 40% off. I will be glad to reach out to the property no your behalf for any additional compensation.
Thank you!

Hello,
 
Thank you for notifying our office your concern at the Travelodge property in Mammoth Lakes, CA.
 
To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before August 23rd. As a...

company, we’re committed to delivering a great experience with every stay with us.
 
If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.

 
 
 Thank you!

I am rejecting this response because:
This is just some of the pictures I have.
 
If you would like a few
more I'll be more than happy to provide them.
 
I will either take a 3-day
credit to stay at another Wyndham hotel or a full refund. Not sure what 3,000
points gets me but as you can see from the lies and the poor customer service
on top of a filthy room I am not happy. 
 
A return phone call with
an apology would have been nice, not mocking me and making fun of me because I
speak loud and lying to me and my Aunt and in an email. This is not acceptable
from a big company like theirs.
 
Thank you,
[redacted] T [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Please accept our sincere apologies for the inconvenience you may have experienced in respect to stay at our hotel . We take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your—or our own—expectations. As a testament to our strive for perfection.We deeply value your...

relationship with us  and are committed to providing you with the highest level of service simply because our customers deserve the very best. I extend my apologies and like to ask one question regarding your stay with us , you checked in on thursday and check out on sunday my question to you is when you checked in on thursday than why don't you contact next day to front desk or me and waited for sunday and secondly you also have dog with you which you never mention until we saw that dog carrying with you inside, and also you team kids were so noisy that we had so many complaint about it , now lets talk about bed bugs we did rent that room before you came in and also after you checked out  we have not a single complaint so far about bed bugs  If you have any further questions or comments regarding this matter, please feel free to discuss it with us By email or by phone…my number is ###-###-#### my name is AL P[redacted]

The customer was trying to check in at 8:34 AM.  Our regular check in time is 3 PM and the guest was trying to check in before housekeepers even began work that day.  We told her we are unable to check her in because the previous night the hotel was sold out, and no one had even checked...

out the time Ms. [redacted] was there; so there were no rooms available whatsoever.  Our front desk told the guest this and then Ms. [redacted] requested to cancel.  We told her cancellations/refunds have to be taken through the third party website they booked with, not through our hotel.  Ms. [redacted] did not like the information given and left the property.  All hotels check in time is at 3 PM; the guest was trying to check in way before that time and we had no rooms to provide her because the hotel was completely occupied.

Loaded with bedbugs; not just for me but others. This can be seen on both TripAdvisor and YELP.

Management attitude is a minus 10 as is customer service.

Reported to the health department multiple times.

Avoid this dump.

I can't figure out how to append this information directly to the complaint through your website.  I just yesterday finally received a refund check from Travelodge, after the complaint was escalated to a Wyndham VP.  I think it was from Travelodge corporate, rather than from the management...

of the individual property, though hopefully somebody has read the riot act to the managers there.
Regards,
[redacted]

We have thoroughly reviewed issues related to the stay of Mrs.[redacted]. Mrs.[redacted] and her guest stayed in this room for more than 25 + days without any concerns or complaints. There also were no complaints received from any of the previous guest who \ occupied  the room. The issue arose again 20+ days into guest stay and the possibility that they were introduced into the environment blamelessly by Mrs.[redacted]/or her guest. We again as per company policy will agree to a compensation equal to the amount of 1 nights stay in the amount of $62.89.

Initial Business Response /* (1000, 6, 2015/04/23) */
I provided the guest with a full refund for the two nights that they had not stayed along with the pet fee for those nights. The room they had reserved was not available due to the fact that the previous night the whole ground floor was sold out...

and the morning they checked in, we had most of the guests choose to stay over. Due to all the stay overs we had no down stairs rooms available for the guest. When [redacted] had complained about not having a ground floor room we had moved her to a double bed room on the second day of her stay, because we still did not have any singles available. On top of the nights I had refunded her, they received a compensation from the Travelodge corporate office in the amount of $87.95. Feel free to contact me, [redacted] at (XXX) XXX-XXXX between 10am and 3pm.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my wife checked in, none of that was explained to her. They just said that's all we have. They said our reservation did not ask for a accessible room, but I still have the conformation email showing it did. So what gives them the right to change my reservation and then try to make us think it was our fault for not reserving the accessible room. I just think that if there is for some reason you can't meet your customers reservation Then I feel that that business should try to make it right with the customer, not try to change the reservation so it looks like your business is right. And then on the second night after I called Wyndham rewards and complained. After I leave to go to work a few hours later the front desk calls my wife in the room and says that [redacted] the owner said to come get a refund and leave his hotel. So I called wyndham again and they called [redacted] the owner and worked it out that we would check out by 11 the next morning since I don't get home from from work till 6am and that my wife is disabled and would have a hard time by herself.
I just didn't think that was right calling a customer at 7 or 8 in the evening and telling them come get a refund and just leave. Then when I went to get a refund they only gave me a refund of the 2 nights that we hadn't stayed. It's like they still was not admitting to doings anything wrong. As a business owner you try to do what's right for your customers and not treat them like that. So we ended up paying 2 full nights and never did receive anything our reservation requested, but still had to pay full price as if nothing was wrong. If you go to a restaurant and order a meal and it is wrong then they don't make you pay for it anyway. They will bring you What you requested and comp your check or you will not pay for it. We were forced to pay full price for something we didn't order, and then when we complained about it We were told to leave. I just felt like we were treated wrong and [redacted] the owner that this business really didn't care. I just feel that that business should take some responsibility to what all went wrong but no they got full payment so they are out nothing. The Wyndham rewards people were willing to try to make it right and they gave me back HALF the money I spent there, but still not right since the business still got paid full price for not meeting my reservation and then changing my reservation when they didn't have what I ask for. Instead of explaining it to us and offering a discounted room. They just changed it and tried to make it seem like it was our fault for not reserving the room right.
I feel we should get a full refund of what we spent there, since we never received what we ask for.

Revdex.com Case #: 1[redacted]0 Hotel Site #: 1[redacted]7 Customer Care Case #: 3[redacted]1   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Travelodge property in Yucca Valley, CA.   To assist in reaching a resolution, I’ve informed the property’s...

general manager of the situation. The general manager will contact the guest on or before April 6th.  As a company, we’re committed to delivering a great experience with every stay with us.   If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.   Thank you, Jazmine M.

Hello, and thank you for the opportunity to address this complaint. We at the Centralia Travelodge value each and every one of our customers. The situation here, is that, this town has a special event the weekend of July 15th, our rates for that weekend are always the same, every year. They are...

summer rates, and special event rates. This customer booked the room, with our winter prices. Even when that happens we reserve the right to alter prices as deemed necessary by the property owners. It is our company policy that we charge 199.99 for the type of room this customer booked for that particular weekend. All lodging is booked full in this area for that weekend. The customer is welcome to keep their reservation with us, and we would certainly appreciate them for it. We have taken into account the effort that this customer has gone through to get a good deal for that special weekend. We can certainly apply a special price for them, and we will be happy to tell them personally what the price will be for them. Again, thank you for the opportunity to respond. We are going through many changes, to increase organization and preparedness for these types of events, to avoid pricing confusion in the future, for all of our valued customers.