August 2025 by Philip Garcia
Absolutely appalling customer service on check-in.
Marius, the duty manager, was so laid-back it was as if he were at home scrolling his phone rather than running a hotel front desk. When our booking failed to appear on his system ? despite the online portal showing it clearly ? he dismissed it out of hand and told us to ring central reservations. His solution? Hand us the Travelodge phone to dial an 0871 number at premium rates.
After 30 minutes of back-and-forth, central reservations confirmed the booking existed but chalked it up to a ?system error.? Their eventual solution was for us to buy another room, with the promise it would be refunded. To compensate for the wasted time, they initially offered 50% back, then eventually promised a full refund on the original booking and the duplicate room we were forced to purchase ? just so Marius could hand over the key card for the room that was already in the system.
Fast-forward to the next morning: enter Ana, another manager, who flatly contradicted everything Marius had said. Stern, sighing and visibly irritated, she refunded the duplicate room only ? and promptly threw Marius under the bus. We involved a member of staff who had overheard the original conversation, but he seemed unwilling to contradict his managers (albeit displaying more customer service skills than either of them combined).
The whole scene played out in front of other guests checking out, with staff loitering behind the desk and Ana being curt and unhelpful. She eventually claimed she?d escalate the matter ?higher up? via email, but unsurprisingly nothing materialised. When we chased it later, we were essentially told to go away.
The noisy air-conditioning (sounding like a faint fire alarm) and a large carpet stain in the room were things we were prepared to overlook. But the complete lack of accountability and the sheer incompetence at reception were unforgivable.
The irony? The breakfast was excellent ? though even that became an ordeal, as the duplicate rebooking excluded it and we had to ?ask permission? to be allowed to eat what we had already paid for.
Had we not paid for early check-in, all this chaos would have unfolded an hour later. As frequent Travelodge guests for both work and leisure, this was by far the worst experience we?ve ever had.
The promised refund for the mishandled booking has still not been honoured. Ana?s reasoning? ?Well, you slept in the room.? Let?s ignore the fact that we were forced to spend 40 minutes dealing with an error entirely of Travelodge?s making, had to book an extra room, and were subjected to unnecessary stress and embarrassment in front of other guests.
Marius ? while pleasant enough ? needs training in professionalism, accountability and basic competence. Ana requires training in customer service, full stop.
This experience was completely unacceptable, and a formal complaint will be going to the Chairman.
August 2025 by Yvonne Batty
Room was perfect
Reception staff really friendly
Got told in the morning by a women at quater to 10, that breakfast wasn't available. They wa only cooking for people that had pre-paid ????
August 2025 by Ste Daly
Place is an absolute dump
August 2025 by Dilip Parekh
Very good
August 2025 by aaron oneill
Travel lodge as a company are failing on all a counts, especially customer care, their policy is to ignore everything and just send automated messages - staff at the hotel are robots, can?t help with anything. After much stress, eventually had to book a room myself in their reception ??? got a room sorted but in addition charged double for one I didn?t want - couldn?t use my blue light card because of their ?small print? and the room had what looked like blood in the floor, looked out on to a noisy building site and a dirty toxic looking water gully, a toilet that didn?t always flush, no soap in either dispensers and a blocked sink that took hours to drain away - utterly disgusting for £150!! Never ever again - I have said that before but it really is appalling on every level and no apology or recognition of anything because they WILL NOT communicate. Save your money, go elsewhere and get a decent hotel with a company that gives s crap.
August 2025 by Carlos AIves
Alls good in da hood
August 2025 by Daniel M
Good room, air conditioned, clean, quiet.
15 min walk to Brent Cross West train station for travel into central London.
Breakfast great value!
August 2025 by Simon Reichmann
Great service! Polite and happy welcome!
July 2025 by sarath sivan
Location is good easy to assess. Staffs are very horrible what ever we ask just one answer 'i don't know '. Providing free parking but they're not monitoring it. If anything happens to the vehicle, even way is closed or anything. Same answer they don't know and they can't do anything.
July 2025 by James
Good clean, well air conditioned rooms. The staff are excellent, super friendly and really down to earth. Thank you
July 2025 by gareth donaldson
Large rooms
July 2025 by Rebecca Parkinson
Really nice Travelodge - very clean with free parking and only 10 mins walk from the Thames Link Train line. Very helpful and friendly staff. An issue with our pre-payment for Breakfast was very quickly resolved. We would book here again over and above one of the Premier Inns in the area next time we are in London for a weekend away!
July 2025 by Bee Sz
Very nice and clean room perfect
July 2025 by Chris Turnbull
Try not to leave anything in room after confirming items in lost property they suddenly disappeared before collecting and staff will not replace item when clearly stole items
June 2025 by Mr D
Clean hotel
