Complaints

• Initial Complaint

  21/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I booked through ******* to stay at this hotel May 17-18. We checked in late on the 17 and Upon entering the room set down our bags and started to get the kids settled for bed and noticed dirt and hair on high touch surfaces that obviously hadn’t been cleaned properly, including toilet/tub and bed. There was a fresh coffee stain that could be seen without even pulling back the top sheet on one bed and dirt between the sheets. At the same time you could hear what sounded like kids racing and jumping bed to bed in the room above us which was loud and shook the walls. I called the front desk to ask for clean sheets and to see if they could ask the room above to quiet down so I could get my children to sleep (one had passed out on top of the bed already) as it was already almost 00:00. The front desk clerk was polite however informed me that housekeeping had left and he wasn’t sure where the sheets were kept. He also asked that I leave my sleeping child to go pick them up otherwise it would be “awhile.” He did bring two sheets to the room which turned out to be both fitted and I explained that I needed a flat sheet and handed back the second fitted sheet to which he said okay and then brought another fitted sheet to the room. I told him I needed the flat and explained what it was and he said “I know what a flat sheet is” and left again to finally return with the flat sheet. This back and forth took almost 45 minutes before we had fresh sheets and could make the bed. The room above did not stop shaking the walls/pacing till we finally passed out at 02:30 only to be woken again by pacing at 05:30ish. After finding a dirty room and a horrible night sleep I didn’t feel it was fair to subject my children and myself to another night at this property. The guy that was at the front desk said that he couldn’t refund the second night because it was booked through ******* and to go through them and the Mgr denied the refund when approached by *******.

  Business response

  17/06/2024

  After review of this complaint, the manager decision is that we can refund one night stay. Will this be refunded back to ******* card?

   

  -Travelodge

  Customer response

  30/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  Sincerely,
  
  Diana ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩