Travelodge - nothings simple

brummie · 16 Jun 2010 at 20:50

[TW]Fox;16767724 said:
Why do you think you get a cooling off period with everything?

Why dont you go and book a non-flexible airline ticket and then try getting a full refund on that - hint, you wont manage that either.

well whatever. Even for just good CS and they could see it was a mistake. Im sure they airline would if you booked the wrong bloody airport :rolleyes:

Stuff · 16 Jun 2010 at 20:51

I know it's your fault etc as the others have oh-so-eagerly pointed out, but it's pretty bad customer service on their part. After an experience like this, you probably wouldn't want to use Travelodge again, and this story will be in the back of people's minds who read this forum when they need to book a hotel of their own.

Simply for the fact that they can't seem to transfer/cancel the booking sounds a bit silly, and especially when its profitable for them.

Swordfish · 16 Jun 2010 at 21:01

I don't profess to know the DRS 2000 regs inside out but I cant see why he cannot cancel the contract and receive a refund and re-book. Will have to wait on the refund (max 30 days) but at least it will be coming. There does not seem to be exclusions in the regs for hotels

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

TBirdUK · 16 Jun 2010 at 21:01

if you dont get your refund make sure you keep the original rooms, ie dont give them back if you have paid for them - just dont turn up - that way they cant rent them out again and double thier money (as we all know they will try to do!!)

Dr.EM · 16 Jun 2010 at 21:01

Telescopi said:
Their booking software was made in india from a spec written by somebody who doesn't do the bookings job and wrote it to 'what should happen'. He didn't need to ask the poor oiks on the phone because he's a manager and they are oiks.

Due to a poorly written contract it will now cost them the same again to make this small modification so the result is you get fobbed off.

(This is speculation, but I bet it's not far off)

This is what I was thinking. It's the case with so many things now, where seemingly routine tasks are made complicated or impossible by the way the systems work. You're left with the familiar situation where the person you are talking to wants to help you and resolve the problem, but can't due to system limitations. At this point, the customer will often get angry at the person they are talking to, even though it isn't thier fault, but the higher management and people in charge of the systems don't hear it or care about it. Ah, the modern world

[TW]Fox · 16 Jun 2010 at 21:04

brummie said:
well whatever. Even for just good CS and they could see it was a mistake. Im sure they airline would if you booked the wrong bloody airport

If you are so sure why not test it for us now - go and book a non-flex Virgin flight to Boston, and then try and cancel under the DSA saying you didnt mean to book it

[TW]Fox · 16 Jun 2010 at 21:08

And for all of you guys on about the DSR, why not take the time to read and familiarise yourself with something before attempting to give legal advice on it?

The requirements to provide pre-contractual information, written and
additional information, the right to cancel and the obligation on the
supplier to carry out the contract within a maximum of 30 days do not
apply to the following types of contract

Contracts to provide accommodation, transport, catering or leisure
services (for example hotel accommodation; plane, train, or concert
tickets; car hire;10 or sporting events)
.

Is that clear enough?

brummie · 16 Jun 2010 at 21:09

[TW]Fox;16767845 said:
If you are so sure why not test it for us now - go and book a non-flex Virgin flight to Boston, and then try and cancel under the DSA saying you didnt mean to book it

Firstly it isnt the same as the OP tried to get it changed not cancelled and also I've just phoned a friend who works at Birmingham airport for an airline company there to test your theory. She is getting back to me in a while.

brummie · 16 Jun 2010 at 21:10

[TW]Fox;16767884 said:
And for all of you guys bleating about the DSR, why not take the time to read and familiarise yourself with something before attempting to give legal advice on it?

Is that clear enough?

He DID NOT WANT TO CANCEL!!!! is that clear enough??

Dave M · 16 Jun 2010 at 21:10

[TW]Fox;16767845 said:
If you are so sure why not test it for us now - go and book a non-flex Virgin flight to Boston, and then try and cancel under the DSA saying you didnt mean to book it

Did you book a non-flex virgin flight to boston by mistake?

Oh and it's DSR, a regulation, not an act. And if you think taking it is the best course of action great, but some just want to try, it doesn't kill you to push a little.

Raumarik · 16 Jun 2010 at 21:12

Slightly unethical but, call your CC company and claim your child did it when you stepped away from the PC for a few minutes during the process to answer the door.

[TW]Fox · 16 Jun 2010 at 21:14

brummie said:
He DID NOT WANT TO CANCEL!!!! is that clear enough??

People are mentioning the Distance Selling Regulations - which relate to your right to CANCEL.

The facts are clear.

Travelodge are under NO legal obligation whatsoever to make any changes to his booking as a result of his mistake. It is entirely their decision whether they wish to do this as a matter of customer service or not, and it would appear they have made this decision and it is not in the OP's favour. Any mention of the DSR in this thread is completely irrelevent and complete red herring. It does not relate to the OP's situation in the slightest.

It really is that simple, I'm not sure why its up for debate.

The best thing to do is to simply stay in Tewkesbury. It is no more than a 30 minute drive from Worcester.

SpeedFreak · 16 Jun 2010 at 21:35

credit card chargeback imo.

Shoei · 16 Jun 2010 at 21:48

[TW]Fox;16767946 said:
The best thing to do is to simply stay in Tewkesbury. It is no more than a 30 minute drive from Worcester.

teulk said:
The thing is 4 of us are cycling from Lands End to John O'Groats for charity and although Tewkesbury would still be ok, Worcester would have been a lot more ideal for us in terms allowing us to cycle further before stopping for the day.

Would be if he was driving.

I'd have expected them at least to try and move the booking.

Abyss · 16 Jun 2010 at 21:50

I would suggest you speak directly to the hotel you booked with and ask if they can transfer it to the other hotel, they should be fully capable of doing this as they will do it when overbooking.

teulk · 16 Jun 2010 at 22:03

Abyss said:
I would suggest you speak directly to the hotel you booked with and ask if they can transfer it to the other hotel, they should be fully capable of doing this as they will do it when overbooking.

That is the first thing i did, they directed me to the Call center who then directed me to Bookings who then told me to email customer services........... price difference between the saver and the flexible saver is about £40 !

SexyGreyFox · 16 Jun 2010 at 22:13

Abyss said:
I would suggest you speak directly to the hotel you booked with and ask if they can transfer it to the other hotel, they should be fully capable of doing this as they will do it when overbooking.

Absolutely.
Apparently they purposely overbook by 7% (woteva) because they don't expect everybody to turn up.
When we went it was overbooked and it was quite simple to put us in one a few miles away in a better room and a £10 voucher each.

mrmoose · 16 Jun 2010 at 22:45

Hopefully you've booked through your credit card so you can just open a dispute and get it charged back.

NathP · 17 Jun 2010 at 04:23

Just stay at Tewkesbury its only like 20 miles from Worchester

Energize · 17 Jun 2010 at 04:57

It's travel lodge, cheapest of the cheap, what do you expect, decent customer service?

Way for them to lose business though. Possibly try the unfair contract terms act?