Trouble Lodging A Complaint At Travelodge!


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I stayed in London last week at The Travelodge in Covent Garden the night before speaking at an event – I’d been booked in by my clients. I arrived late in the evening having just flown in from a conference in Poland and was directed to my room by a very pleasant receptionist. The room was down ‘in the dungeons’ of the hotel, but hey, I was tired – it wasn’t really a problem! Unfortunately, having unpacked all my things, and getting ready to have a lie down, I noticed that the water level in the toilet was high and when I tried to flush it, it overflowed! It was blocked.

I packed my things and traipsed back to reception to explain, and was very promptly and kindly rebooked in to another room – back along the same corridor. I unpacked again, and put the room heater on – it was very chilly! The heater seemed to take some time to kick in – I waited patiently… and waited and waited. Nothing! I managed to go to sleep and woke up to a very cold room! I got dressed quickly, went for breakfast and was greeted by a fantastic chap called Jeremy! His smile and courtesy made my morning! He was an absolute credit to the hotel.

After breakfast, I mentioned the problem of the heater to another member of staff on reception who apologised and took notes. I left the hotel to go to my client’s event.

On getting home I thought I’d let Travelodge know via their website about a) how brilliant Jeremy (and his colleagues) had been and b) the quality of their hotel wasn’t really up to the mark. I’ve heard nothing! I contacted them again, but nothing.

I have since been on TripAdvisor having typed in ‘Jeremy Travelodge Covent Garden’ into Google, and guess what? I’m not the only one to recognise Jeremy as a star performer in a poor hotel! There are quite a few comments about him… and them! (I have to say, if I’d read the comments, I might not have gone!)

What’s interesting is the complete lack of acknowledgement from Travelodge! Not even a little note to say that they are looking into it!

Customer focused businesses spot and ‘Deal With Disappointment’ – they welcome feedback and do something about it!

In fact 3D businesses encourage customers to complain so that they can sort things out!

And that’s the point – Disappointed Customers become Disaffected Customers – they don’t come back, they ignore your marketing, and they tell other people!

Think it’s Premier Inn for me next time!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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