A couple who booked a Travelodge in King's Cross, London, six weeks in advance were forced to relocate to another hotel after 1am due to overbooking, despite confirming their late arrival time. The couple, who needed to catch an early Eurostar the next morning, faced a distressing ordeal that included a lobby full of noisy football fans and no initial apology or refund.
Booking and Arrival
The couple, both elderly with the husband suffering from heart disease and dementia, booked and paid for a room at the Travelodge London King's Cross Royal Scot hotel. On the day of arrival, they called the hotel to advise they would check in at 11pm and were assured it was fine. However, upon arrival, they were told the hotel had overbooked due to a football match and their room was no longer available. Two other parties were in the same situation.
Relocation After Midnight
They waited in a lobby full of noisy football fans until being moved to the Travelodge in Shoreditch after 1am. By this time, the husband was distraught and the wife exhausted. The couple had chosen the King's Cross hotel specifically because they were due to catch a Eurostar early the next morning, making the relocation particularly inconvenient.
Lack of Acknowledgment
Travelodge did not offer an apology or a refund, despite the Shoreditch hotel being cheaper than the King's Cross one. The wife sent two complaint letters but received no acknowledgment. When contacted by the press, Travelodge initially claimed it was an “unexpected maintenance issue” rather than overbooking. A spokesperson said: “We are very sorry that they were not informed of this before their arrival at the hotel. Due to an internal error, MJ’s complaints did not reach the right team, which is unacceptable.”
Compensation After Press Involvement
Only after the couple went to the press did Travelodge refund the £179 cost of the booking and add £200 in compensation. The couple's ordeal highlights ongoing issues with hotel overbooking and poor customer service, particularly for vulnerable guests.
