I booked and paid for a room in the Travelodge London King\u2019s Cross Royal Scot hotel six weeks in advance. It was for myself and my husband, who has heart disease and dementia.<\/p>\n
I had called the hotel on the day of arrival to advise that we would be checking in at 11pm and was told that was fine.<\/p>\n
When we arrived, we were told that the hotel had overbooked owing to a football match and our room was no longer available. Two other parties were in the same situation.<\/p>\n
We had to wait in a lobby full of noisy football fans. We were eventually moved to the Travelodge in Shoreditch after 1am. By this time my husband was distraught and I was exhausted.<\/p>\n
We had booked the King\u2019s Cross hotel because we were due to catch a Eurostar early the next morning.<\/p>\n
We have not been offered an apology or a refund, although the Shoreditch hotel is cheaper, and Travelodge has not acknowledged my two complaint letters.
MJ, Hythe<\/p>\n
I was not surprised when Travelodge insisted it was a problem with the room rather than an overbooking policy that resulted in your room not being available \u2013 that\u2019s what it has said on previous occasions when I have flagged up the ordeal of booked guests turned away in the dead of night.<\/p>\n
It was an \u201cunexpected maintenance issue\u201d, said the press office. \u201cWe are very sorry that they were not informed of this before their arrival at the hotel,\u201d a spokesperson said. \u201cDue to an internal error, MJ\u2019s complaints did not reach the right team, which is unacceptable.\u201d<\/p>\n
It has now refunded you the \u00a3179 cost of the booking and added \u00a3200 in compensation \u2013 but only because you went to the press.<\/p>\n
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com<\/a> or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"I booked and paid for a room in the Travelodge London King\u2019s Cross Royal Scot hotel six weeks…\n","protected":false},"author":2,"featured_media":714974,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[49,50,51,47,52,48],"class_list":["post-714973","post","type-post","status-publish","format-standard","has-post-thumbnail","category-headlines","tag-headlines","tag-news","tag-top-news","tag-top-stories","tag-topnews","tag-topstories"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/714973","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/comments?post=714973"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/714973\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media\/714974"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media?parent=714973"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/categories?post=714973"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/tags?post=714973"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}