Dear Travelodge Management Team,
Dear Travelodge Management Team,
I am writing to formally raise a concern about the poor service and unprofessional behaviour I recently experienced at Travelodge Newcastle Central.
Upon my arrival, it took over an hour to check in as a member of staff named Sophie repeatedly issued me a room key that did not work. After trying the key several times without success, I politely asked Sophie to accompany me to the room to see what the issue might be. She refused, insisting that the key worked, and instructed me to try again. This was particularly distressing as I had just travelled for seven hours and was extremely tired.
A fellow guest at reception noticed my struggle and expressed sympathy, stating that the way I was being treated was wrong. Another staff member named Billy later offered to assist and accompanied me to the room. She also could not open the door and mentioned that it might be broken, adding that only Sophie knew how to unlock the doors.
Unfortunately, this is not the first time I have been treated disrespectfully by Sophie. On previous occasions, she has been dismissive, issued deactivated keys, and refused my reasonable room requests. I have also observed her treating other guests differently and more courteously, which makes me feel that her attitude towards me is discriminatory and unacceptable.
On this particular visit, when I entered the hotel, she greeted me with, “What do you want?” — which I found extremely rude and unprofessional. Despite explaining that I had travelled a long distance and was exhausted, she showed no empathy or concern and offered no apology for the inconvenience.
I have continued to book with Travelodge in the hope that previous issues might have been isolated incidents, but I now believe this matter needs to be properly addressed. Sophie’s behaviour has caused me significant stress, anxiety, and discomfort, and I feel that no customer should be treated in such a manner.
I respectfully request that Travelodge investigate this incident and take appropriate action to ensure all guests are treated fairly and with respect.
Thank you for your time and understanding. I look forward to your response.