Prebooked trip on a cheap rate but 10 days before the trip was told had to attend a crucial hospital appointment to meet wtih senior medical team due to a long term life threateninng illness. Medical team appointment could not be flexible so tried to amend the travelodge booking but told this was not possible. I was told I would lose my money the whole £132 as it was a non refundable booking despite me telling them this was exceptional circumstances. Still the same answer like a broken record. Was told I could contact customer services using the website. This was flawed an the website would ot let me do this. Then I asked to speak to a manage or supervisor and was told they would not be able to help. I asked about five times and finally spoke to a supervisor who said the same thing. I then asked them to email the customer service team on our behalf. It was like talking to machines.. It seemed all staff read answers off a printed page without any compassion or humanisation. It would also seem that you have no other options but to speak to them if you have complaints or problems which they seem to be reluctant to help with. If you can negotiate your way to successfully report it on the website you are very clever as this is so complicated and difficult it just resets itself once you have put all of the details in so you just have to start again. I have found out the CEO is called Guy Parsons and lives in Wimbledon with his wife and five children. I wonder if he ever has to endure the pathetically disgraceful way that his staff talk to the customers and treat them and if he knew about it what would he do. I think these people seem to forget that they are there to serve the customer and not the other way around. It is disgraceful the way they treat their customers an I wonder who they think they are. I am not surprised they have had to shed staff. At his rate they wont have any customers left. Everybody vote with you feet. Do not accept poor customer service. Do not tolerate it. They are here to serve you. Next stop, letter to the CEO. Guy Parsons, here i come. Listen to your customers. They are usually right.
- Travel Lodge Alfreton
- Alfreton Travelodge
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