The Fixer: no room at the inn

Updated

Have you been left out of pocket due to poor service or sharp practice? Do you have a money problem that won't go away?

It can seem impossible to get a fair result when you are battling a financial issue alone. But never fear! The AOL Money Fixer is here to help.

Dear Fixer,

I booked an accessible room at the Gateway Travelodge in Hemel Hempstead at the beginning of October 2015.

My severely disabled husband and I were going to visit our daughter and her family on Boxing Day for three nights.

On arrival, we were told that the room was being cleaned. Then that the woman who was in the room had decided to stay an extra night, so the room was no longer available.

The man at reception said he had organised for us to stay at the other Hemel Hempstead Travelodge, so I loaded all the luggage back into the car and set off.

When we arrived there, the helpful, young man at reception said he knew nothing about us but allowed us to move into a room - albeit without the extra space and wet room we need due to my husband's disability - while he sorted it out.

When my daughter and I complained about the mix-up, we got our prepaid breakfast money back and a £30 refund. After all the hassle, I think we should have had more. Can you help?

Mrs Dunn, Northallerton
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Dear Mrs Dunn,

Travelodge apologises for the inconvenience caused by your original room not being available.

Following my intervention, it has decided to refund the full cost of your stay in Hemel Hempstead. The company has also offered you a complimentary weekend break at any of its hotels in the UK.

Travelodge said: "We would like to sincerely apologise to Mr and Mrs Dunn for their recent experience at our Hemel Hempstead Gateway Travelodge hotel.

"We have contacted Mr and Mrs Dunn and apologised for their stay, we have also refunded them in full, and offered them a complimentary weekend break at any one of our UK hotels.

"The hotel team is also undergoing a refresher training programme to ensure that this issue does not arise again."

The Fixer

Whatever your financial problem, write to themoneyfixer@aim.com and The AOL Money Fixer will get on the case.

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