Travelodge Cheshire Oaks — Hotel in Great Britain

I checked in early evening Saturday last only to find that I'd taken advantage of a great price for Sunday night 🤦‍♂️||||Your receptionist was very attentive in helping me to use my Travelodge app to change the booking - which, including a £12.50 administration charge increased the cost of my stay from £60 by £125 to £185.||||No option really because, as your receptionist pointed out the T&Cs of the good deal I was originally on meant that I would be starting my evening on the street with £60 loss anyway 🤦‍♂️||||Shortly after getting the key to my room I returned to Reception to ask a question about WiFi access just a gentleman was checking in.||||He too was told that he didn't have a booking for the Saturday night - a glimmer of hope for me which was dashed when your receptionist found his booking for two nights starting on the Friday 😢||||He explained that his trip had been delayed and that he'd like to get the room(s) for the Saturday night - surprise, surprise your receptionist was unable to do this because, as stated in your T&Cs his whole reservation had become a no show and there was no refund to be had. He left muttering things about Travelodge which I can't spell 😲||||This all leaves me with a view/suspicion that Travelodge's T&Cs are biased against the hapless traveller with no no authority at the point of service delivery to make any sort of positive gesture to its customer.||||In my own case, that gesture might have been some recognition of a silly mistake on my part and, at a minimum, removal of the change administration fee. Travelodge might also want to remind its staff that reporting that the prices had rocketed by ~200% to cater for a local dance competition does not sit well with Travellers faced with my sort of immediate problem.||||While it did not affect me directly, the other gentleman's problem worries me because I cannot see how any T&Cs can justifiably deny a Traveller access to a room or rooms or, indeed, any service for which they have paid at any point in the term of their reservation. I also have to wonder if the room for which I was charged so much was not one of the rooms to which he was denied access - I was actually offered a choice of three which suggests that Travelodge was happy to resell rooms already paid for by Travellers assuming that Travelodge's T&Cs reflected an otherwise perfectly reasonable expectation rather than opportunities to double or room income at their expense 😒||||In summary then, I will be far more careful about checking my dates, will definitely not be recommending Travelodge to friends and acquaintances and will probably take some delight in passing on this miserable saga to anyone prepared to listen to this sorry tale - I assume that the other gentleman will adopt a similar approach.||||Other than than these failing the room was good in every respect with my sleep disturbed only by the circumstances described. Such a pity that Travelodge's T&Cs were/are so biased in Travelodge's favour as to be questionable in law - a real pity I haven't got time to pursue...

Travelodge Cheshire Oaks customer service is non existent and the rooms are very dirty with cobwebs around the room corners. When we made the complaint at the reception shortly after getting into the room, the staff member very sarcastically said about the cobwebs "it won’t kill you". He was very unprofessional, rude and lazy. The following day when we checked out, we mentioned it to a staff member called Karra, who has promised to refund our stay and give us an e-voucher.

Later when I decided to use this e-voucher it didn't work, apparently they have cancelled it from my account. So I phoned the hotel and Karra informed me to call customer service. I chatted with Josh Dunn at the customer service who has informed me that there is no record of the e-voucher and that I should phone the hotel. I already explained that I have already spoken to the hotel hence why I am contacting customer service - I had to repeat this point a few times as he was insistent of getting rid of me and transfer me over to someone else. In the end he apparently phoned the hotel who has no record of me calling prior. Obviously he didn't phone the hotel and was just tryin to go around me, very appalling customer service.

After this, I was very frustrated and phoned the hotel and asked for the manager as both Karra and the customer service advisor Josh Dunn was very unprofessional and unwilling to deal with my enquiry. I spoke to Michelle the new manager and her demeanor was very rude, insincere and said "she was new and didn't care about the matter that happened a few months back". I was shocked and to top it off, she hanged up because she couldn't give me an appropriate reason as to why they have cancelled the e-voucher.

I further contacted the senior members of travelodge and I was transferred to Charlotte Gunn (senior customer service) and I have explained the whole situation above. She ensured and promised me that she would reactivate the voucher (that was already on the system and had not been used) and would respond to me within 24 hours after further investigation. She responded nearly a week later and confirmed she would not reactivate the e-voucher.

The overall customer service is appalling and the staff are unprofessional, rude and uncaring. It feels like dealing with a firewall rather than customer service that are lazy, unable to provide solutions, but more than happy to get rid of you as a customer.

Will avoid travelodge from now on. They are not the cheap as you think either. For value of money and excellent customer service, there are other worthwhile...

A decent hotel in a handy location…

We’ve stayed here 3 or 4 times now and always had a straightforward stay, it’s always easy and quick to get checked in - this time we were checked in by Joe, a very friendly guy who gave us plenty of helpful information, was very conversational and got us checked in nice and quickly.

Our room was small but functional, the bathroom was very small and felt like the toilet was crammed in the corner and the shower wasn’t the best but for the sake of one night it was manageable.

The bed was very firm, my partner described it as a prison bed (not sure how she’d know, she’s even never had so much as a telling off by the police), I found the bed itself not that bad, the kicker for me was the pillow which was solid, luckily we brought a couple pillows of our own which were a big help.

The parking here is brilliant, there’s free parking all around the hotel and you’ll never struggle to find a parking space.

The hotel is also within a stone’s throw of multiple restaurants and the designer outlet; Cheshire Oaks.

Speaking of Cheshire Oaks, if you go to the guest services within Cheshire Oaks with the cardboard surround that your room key comes in, you’ll get a discount card for 10% off full price items in most of the shops, we used it and it was brilliant.

Overall, a good hotel if you’re looking to do some shopping and not have to stress...