Travelodge turned away vulnerable women late at night | Consumer affairs
My 22 year old disabled daughter and her 20 year old sister were turned away late at night from the Travelodge Cambridge Orchard Park. because the staff did not accept that they were over 18 years old. Their railway and student cards showing their date of birth were not accepted.
I called the hotel and offered to scan their passports but this was also refused. THE The customer service helpline was also useless. By then it was almost 10 p.m. and they had nowhere to go. The 22 year old is autistic and when she goes somewhere we always have to plan her route in advance and have someone to accompany her.
Finally, a friend kindly drove a certain distance in Cambridge and welcomed them. Since then, I have filed several complaints but have received no response.
How could anyone Do you think it is acceptable to let vulnerable young women, far from home, out into the streets at night?
J.B., Sussex
How indeed. Travelodge has form when it comes to turning away pre-booked and pre-paid customers. Several readers report being sent on overnight journeys of miles after the chain double-booked their rooms, but at least they were finally found a bed for the night.
Travelodge, like many other hotels, requires unaccompanied guests to be over 18 years old. However, the requirement to show government-issued photo ID in case of questions can only be found by clicking on the terms and conditions and reading the first few paragraphs in the fine print.
Guests are required to tick a box confirming that one of the participants is over 18 when booking, but there is no mention of ID at this stage, nor is it alluded to in the booking confirmation.
This is not enough in my opinion. Since it reserves the right to turn away customers without refunds if they appear young, the chain should highlight the importance of bringing a passport or driver’s license.
The ban on under-18s is company policy and not a legal requirement. In these circumstances, the staff should have accepted the ID you and your daughters offered.
Travelodge says it has apologized and refunded you. You say the refund arrived without a word.
The company evaded my questions about why the ID requirement isn’t clearer and stood by its decision to fire two young women at night.
“As Travelodge only recognizes official government photo IDs, the team was unable to accommodate an alternative ID in this case,” it says.
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