伊普斯維奇旅客之家飯店

Upon arriving on Friday we waited 20-25 minutes to check in, despite only one couple ahead of us. We were given a key to a room seemingly without issue. The next day, after returning briefly at 11:30 AM, we went out for the day. Returning at 11:30 PM, our key card didn’t work. The reception staff reset it, but it still failed to grant access to our room. The staff then incorrectly claimed we were in a different room altogether, at one point suggesting we weren't even meant to be sharing! After 45 minutes of back and forth, including disrupting the guest in the room we were originally staying in and discovering someone else’s belongings in another room; we found that our belongings had been moved without notice or consent. Meanwhile, another family faced similar booking issues. Despite our urging, the staff were hesitant to call a manager. When Manager Alex finally arrived, he quickly resolved the issue, finding our belongings in a cleaning cupboard and allocating us a new room around 1:30 AM—two hours after we first raised the issue. On Sunday, Paulina at reception understood our issue and attempted to process a refund. However, due to our booking not being correctly checked in, she could only offer a partial refund and advised us to contact customer service for the full amount. Regrettably this was one of the worst hotel experiences we’ve ever had. I hope Travelodge addresses these gaps in staff training regarding safety, security, and customer service to prevent such incidents in the future (and we're still waiting for assurances from HQ that gaps have been dealt with) Despite the issues, I want to commend Alex for his prompt response and prioritizing the family with a young child, and Paulina for her helpfulness on Sunday morning. As for rooms themselves, basic (no hair dryer, ironing board, hooks) but clean.

Arrived to find two single beds when a double was booked spoke to receptionist who was no help whatsoever