Complain about a product or service

Travelodge

James of Tecate, CA October 8, 2009

My wife had reservations tonight (October 8, 2009) at the La Mesa, CA Travelodge, which she made online. We have stayed at the particular Travelodge before and found the manager, Oscar, quite accommodating. To cut a long story short, my wife just received a phone call stating that they were not able to accommodate Linda tonight because we cancelled a reservation the last time we booked there.

The reason for the cancelation was that we had an emergency at home and had to leave the area. We called and cancelled the reservation very shortly after making it, but did not give a reason as to why. By-the-way, my wife and I are full-time missionaries in Mexico and often find ourselves in the La Mesa area on ministry business and were looking for a nice place to stay on our visits (about twice a month).

I called Oscar at the La Mesa Travelodge and asked him what was the reasoning behind the cancellation and he explained that it was because they had gone to great effort to fit us in the last time and that we cancelled without an explanation or follow up phone call. I asked if he could reinstate the reservation for tonight and he said no, and that they would no longer be able to accommodate us at the hotel--ever. We are no longer welcome there. I'm not sure if this is a corporate policy or not, but if it is, it seems a bit harsh. There are plenty of other competing hotels in the area that I'm sure would love to have our business. But if this isn't standard practice, I'd suggest [they] give Oscar a call and explain a bit about customer loyalty, satisfaction, and, more importantly, respect.

shakira of sacramento, CA September 13, 2009

I was in san francisco general hospital for an outpatient operation . I stayed a travel lodge on the 8/27/09 and checked out on the 8/28/09, however on arrival at the hospital the doctors told my husband that they would not be able to release me until my blood work stabalizes. He then made a reservation with travelodge, same place, using the doctor's phone, and within 5 mins the doctor came and told my husband that they will try their best to get us out and back to sacramento by 10 pm. So we called back the line and cancelled. The agent nora tried calling and cancel the reservation, she gave me case number as the property management at that site was not answering the phone. I called them the next day and they told me to call back at 4 pm, called again and another person said that they don't know anything so they will have to call me back. The main issue is i was told within 8 days that my money would be refunded 130.00, now when i call customer service they are saying the property management at that site is refusing to refund bec he marked it under no show even though we called to cancel within 5 mins and was given case number.

Laura of Lafayette, CA September 10, 2009

We wish to report a very disturbing encounter we had with the manager of the Travelodge of La Mesa, that occurred on August 17th, 2009 shortly before midnight. My husband had made a reservation over the telephone with this Travelodge and paid for our room for two nights (August 17 and August 18) in advance with our Visa card. Our family was visiting family in San Diego and needed a comfortable place to stay after driving south for many hours. We knew we'd be arriving late and that our two young children would be tired and ready for bed on arrival.

Accompanying us was our eight year old son Nikolas' licensed service dog, Hika. Hika is a certified service dog provided to us by Canine Companions for Independence. Her CCI license # is 31143 and her Contra Costa County Service Dog license # is 323. Our son has Asperger's syndrome, which is a mild form of autism and Hika is his certified companion dog. Hika wears a blue and yellow CCI vest and we take her with us everywhere. She is trained and accustomed to airplanes, hotels, restaurants and other places of business, even Disneyland! We did not require a handicap access hotel room, because our son does not have a physical disability, so there was no reason for Travelodge not to provide us with the room we had booked and paid for.

At check in time, we were informed by the manager, Oscar, that we could not bring our service dog to the hotel and that in order to do so, we would have needed to make arrangements in advance. We were all very tired and wanted to get our children in bed, so my husband said that he would take Hika to his brother's house at nearby Westdale Court, in El Cajon. Oscar said that regardless, he was canceling our booking and refunding our money. He refused to give us a room. When we asked him for his last name and the name of the owner of the hotel so we could complain, he refused to give us his last name or the name of the person he reports to. It was a very negative experience.

My husband spent 40 minutes at the Travelodge, talking with Oscar and talking on the phone with Travelodge at the 800 Reservations number, first trying to secure a room at the La Mesa property and then trying to arrange for another room for the night. We were redirected to the Travelodge in El Cajon, which is not as nice a property, was more expensive (due to late booking) and was not what we had booked and paid for. We dropped Hika off at my brother in law's house, checked in to the Travelodge in El Cajon and did not get the kids to bed until after 1:00am. I was very upset about how unkindly we'd been treated by Oscar.

Needless to say, this was a very upsetting experience for our whole family. Raising a child with a disability can bring struggles, tears, joy and opportunities for growth and understanding. My husband and I are strong advocates for our child. I am a stay at home mom and my husband is a finance director. We live in a very nice home in Lafayette, California, which is a suburb of San Francisco. I tell you this just to paint a picture of our family and to help explain that we are good people who don't abuse hotel rooms. What happened at the La Mesa Travelodge is a very serious offense. Oscar violated California Penal Code Section 365.5. In addition, the manager violated Title III of the Americans with Disabilities Act.

Judy of Pawling, NY July 27, 2009

This hotel was disgusting. Filthy and not well maintained. The employess where rude and unattentive. I had to endure one night in this hotel with my three children (single parent)scared for my safety and that of my children. I could not afford to loose the one night deposit. I then had to take my three children and located another hotel with availability on a very busy (weekend) Unfortunaley, it was very difficult to find a hotel in my budget without prior research. I incurred additional costs and wasted valuable vacation time going from hotel to hotel with three children.

Ada of Santa Rosa, CA July 20, 2009

I made an online reservation. When I arrived, they told me that I did not have one. Fine. I asked for a room anyway. They took my visa and told me that the charge would not go through. So, I paid cash... only to find out later that they also charged my card. No refund to report as of now. Then, I went out with a couple of friends, and when I returned to the hotel at about 2am, there were people outside in the parking lot. One of them warned me that the owner was going nuts and yelling at everyone. I stepped out of my cab and heard it for myself.

He then approached me, and began to scream at me, telling me that I was making too much noise. Keep in mind, I JUST got out of the cab, I had not said a word yet. He just kept yelling and told me that he was going to call the police. I told him that I thought that was a good idea because I'd like to talk to them also. Of course he did not call them, no one was making any noise.

When he finally went back inside, some of the other guests came out and told me that he had been yelling at every guest that came out of their room for hours! Then, to top everything off, I went home and discovered that even though I paid cash when I checked in.... they charged my visa in the amount of 75.65. I have been calling them, but they wont give me a refund for the double charge. They just keep telling me that they're "looking into it." When ever I call, they are very rude to me.

Eutopia of Prince George, VA July 15, 2009

I had booked a room for the Memorial Day weekend through Hotels.com. I paid in advance. A few days after leaving the hotel I see a charge on my debit card for another charge for the room. I called them and they refunded me my money. Now I want the insufficient fund fees that they cause with this double payment. They have been giving me the run around for about a month. I am sick and tired of them. At least give me a yes or no answer. I have not even recieved that. Please help me if you can!!

David of Manalapan, NJ May 30, 2009

Me and My dad where in Virginia Beach VA ,we walked in with a room saver coupon asked for double bed NS room first flr our reqeust was meet. The problem of this stay was the GE Refrigderator, was not working, I examime it and notice that it seem that it was not on. select the apporiate setting. After 10 min I realize it was not working at all. My father contact the person at the front desk during the second shift and said she will send someone to look at it. about half an hr goes by and the woman comes knocking at our door. she looks at time and said she is waiting for the maintaince men to come back within 30 to 45 minutes to check it and if not I will change your rm.

an hour goes by and the woman from front desk comes by agian with no maintance person, adjusted something and say the electrical cord was not plugged in, contact me in 20mins to see if its working. I gave it 30 mins later check the refridge notice it still not working. I walked over to the front office explained that the refridge was still not working and asked to be switch to another rm. We were switched to a room on second fl much smaller that the first

The real issue starts at the time of Checked out on Thursday May 28 when my dad goes to check out the room, The personel in the A.M. shift said to my dad that nothing was wrong with the room's refridge its that we did not adjust the thing to auto. What! I was appalled about the rude comment. First its not up the consumer to make sure everything in a room should be working. Its the Business responsiblity. One thing that I notice about room 121 the clock radio was not working. i was not able to correct time, it kept blinking. I am well educated person and working a refridgerator adjusting the thermastate it quick and simple.

I will never go back to a Travelodge again also the Pool was very dirty! also at the time of checked in we were not inform that there will be a surchage for linen. If this is necessary it should be stated on signage at the establishment or verbal discussed at the time of check in. Which we were not told at all about this and just seem it bad business for this surchage to be added in secret.

Tessa of Lakewood, OH April 27, 2009

I checked into the Travelodge Thursday, April 23, 2009 in Pleasantville, New Jersey just 4 minutes away from Atlantic City. I choose this hotel because of the location, the continental breakfast, and the hi-speed internet service in each room. When I checked into my room I immediately noticed the carpet was wet NOT DAMP, but WET. The bathroom ceiling was falling down and plaster was everywhere. I informed the hotel staff and was told there was nothing they could do.

I contact Travelodge customer service and after about 1 hour and 30 minutes they moved me to another. That meant I had to packed up all my things to move to this other room. When I arrived at the new room, I learned that the bathtub did not drain properly. When the shower was on for about 2 minutes the water filled the tub and you had to wait 2 hours before the next person could use the shower. I informed the Hotel staff and yet again nothing was done.

When I woke up Friday Morning, April 24,2009 I learned that although the Hotel list on its website free Continetal Breakfast this Travelodge did not and has never offer free continental breakfast. I went back to my room to search for low cost resturants on my laptop and learned that hi-speed internet in every room as listed on the website does not provided that either. I informed the hotel staff that it was imperative that I eat immediately because of my health condition (diabetic) and was told there was nothing they could do. I went back to my room to take advantage of the coffee maker in everyroom and learned they don't have coffee maker in every room. I was forced to use extra gas and money to eat breakfast.

When I returned to my room later that day, the housekeeping staff took off all the linen off the beds and when I ask when they would return the staff told me that housekeeping is gone for the day and they did not have any way to get me linen for my bed. 2 hours went pass and the cable went out. Meaning no Television at all.

So now I can't sleep on the bed because we don't have linen and I couldn't even watch t.v. The hotel staff told me they would just move me to another room. I packed up my things yet again and 3 hours later while waiting on this 2nd room, I was told that the cable is out in the entire hotel. Now here is Saturday, April 25, 2009 about 7:54 a.m. I was asleep and was awaken by what is believe to be a hotel staff member entering my room with out knocking and placing the linen I needed on the floor by the door. When I eventually checked out Sunday, April 26, 2009, the hotel staff never once apologize for all the trouble.

Rev. of Sandy, UT March 26, 2009

Rev. of Sandy UT (03/26/09)
On the night of Friday, March 13th, 2009, three of us rented the suite at the Travelodge Concordia, located at 406 NW 2nd Street in Concordia, Missouri. It was booked under my name, above. In the morning, when I pulled back the sheets, I found a used condom wrapper, torn open, between the sheets. I didnt look further to see if I could find the condom because I didnt want to be further disgusted. I picked up the condom wrapper with a tissue and put it in the bathroom wastebasket.

Afterward, when I got into the tub shower, I found a discarded used bandage at the bottom of the tub. I finished the shower and got out but left the bandage there. This isnt just a cleaning problem. It is a public health risk and I wanted to bring it to your attention. When I told the manager as I dropped off the keys at the office, he told me that the sheets are washed every day but this was evidence that that is not necessarily so. He made no offer of a refund and, frankly, I didnt press it then because it was clear he didnt want to talk about it. He actually seemed more concerned about other guests who were coming in the door overhearing the conversation so I left.

I filed this report with the Lafayette County Health Department via regular mail because it is a public health and safety issue. The two fellows who were with me, Conor from California and Steven from Colorado were witnesses to the above. Steven is an EMT in the Denver area and was all too well aware of the health risks involved.

I don't intend to pay the charge on my credit card bill for this room when it comes in.

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