If you travel to it, it will lodge in you like a cancerous tumor.
My sister and I drove up to Edmonton, Alberta for my brother’s surprise birthday. My sister-in-law had paid for a room at the Travelodge on 45 Ave. As we drove in we noticed the nearly empty parking lot and mounds of dirt. Okay they were renovating or changing the lot. We go in and it’s relatively small as “hotels” go though I would call it more a motel. A little pool right off the front desk.
We went to register and they found it right away. Good so far except then the guy asks how we are going to pay for the room. My sister said, It’s already paid for. She came in personally to pay for it. (We didn’t have a confirmation number but it was supposed to be more than confirmed.) The guy says there’s nothing here. He looks in the written book and it just has my name, no other information. We insist it’s been paid for and he says, there is nothing we can do.
As we’re standing there two guys come in from down the hall. One is wiry, bald, very long mustachios and a few tattoos. He’s already looking florid. He said something about paying for, and booking, the hotel online and how his friend (who had booked it) was charged a month before they even got it. But the room they were given had air conditioning that wasn’t working (it’s 35 degrees Celsius in Edmonton right now). They’d shown him another room that was dingy and just as bad. In a livid rage he said he wanted his money back as the guy said, we can’t do that. There is nothing we can do.
We watch all this, now getting a true sense of Travelodge. As this guy rants the staff member goes, I’m senior management, there’s nothing we can do. It’s policy (like a broken record) which just makes this biker guy madder. He and and his friend say we’re going to post this on the internet. I’m not sure what eventually happened there as we were trying to deal with our problem. We can’t call my sister-in-law directly as this is supposed to be a surprise birthday for my brother. So I call my other brother but he’s enroute and can’t pass the message on.
So we reiterate that my sister-in-law came in Wednesday or Thursday in person and paid for the room. There is also a girl behind the desk and she says oh she would have booked the room by phone. But we say, maybe but she came in to pay. If she booked it by phone do you have a credit card number then? Can you check to see if she made a payment in her name? Then we get, we only use a credit card on the phone to hold a room. Well do you ever charge to it? No, we only hold a room. I ask, what happens if I don’t show up for my room then? Do you charge it? No, we never do that. Then why do you take the credit card as confirmation? You don’t understand, we only use it to hold the room. But if you actually never use it to charge for a room I could make up a number, couldn’t I?
Anyways, we go around like that for a bit with the supposedly “senior management” guy looking back through they payments made and saying there is nothing. There is nothing we can do. So my sister and I cart our luggage back to the car. It’s too early for the party so we just opening the car and trying to figure out what we can do when some other guy runs out and says oh they want to see you at the front desk. We had already been there for a half hour trying to sort this out. As we walk back in the girl comes out and says there has been a big misunderstanding that in fact yes, my sister-in-law had paid for the room and in fact the supposedly senior management guy had not read the deposit column. So, we do have a room but they had made no notation anywhere that it had been paid for or anything. I have to say the girl was apologetic. The other guy was arrogant and unhelpful and made the situation worse.
We walked down the dimly lit corridor with a well worn brown carpet. They were putting us on the first floor of a three floor hotel. We went into the hotel room, noticing the sagging beds, but got ready for the evening. There is a mirror in the bathroom and one full length one near the door. The outlet in the bathroom didn’t work for a flat-iron and there was no outlet near the other mirror. Other outlets were not flush to the wall, with plastered holes showing but not painted. The room was dim even with all the lights on (a desk lamp, a floor lamp and two bed lamps). My sister tried another outlet that didn’t work. Oh, and yes, there were ants in the bathroom. So on our way out we said, there are ants, the outlet doesn’t work in the bathroom nor in the room.
They were supposed to have fixed it but when we returned at 2:30 am there were over a dozen ants in the bathroom. Big ants. I flushed about ten down the drain, and we called them up. Instead of saying, sorry and coming to us and helping us move to another room, they made us pack up everything and come to the front desk so that we could then move to another room. Where it turned out the air conditioner barely put out slightly cool air through the night, the outlet in the bathroom didn’t work, another outlet in the wall didn’t work, the beds were uncomfortable and the pillows as lumpy as oatmeal. These rooms weren’t cheap and cost about $140 a night.
If Travelodge offered me a free week at their hotels I wouldn’t take it. The hotel was so rundown looking, the beds so bad (and the sheets were wrinkled and made us suspicious that they hadn’t been changed), the rooms so shabby that I haven’t stayed in something this bad since India. Their overall lack of customer service and sheer arrogance was offputting. And whether those guys who had booked through the internet and had read the info correctly or not, there are better ways to diffuse a situation than what these guys did. Be warned. I would consider this chain of hotels to be any better elsewhere.