I recently stayed at a Travelodge hotel in Macclesfield adjacent to the station. I was woken at midnight by loud drilling due to maintenance by Network Rail. This continued until approximately 3am and I was unable to sleep. Network Rail advised me that Travelodge was informed of this maintenance in February, and a week before my booking. It also told me Travelodge and all hotels must inform customers when work is taking place. Travelodge refused to acknowledge this and claimed Network Rail did not inform it. Please help me to get it to respond. VE, Chorlton, Manchester
A station hotel sounds like the perfect solution if you have an early train; not so good if there’s disruptive overnight engineering work. We checked with Network Rail, which confirmed its standard policy is to do a letter drop to residential addresses, hotels and other buildings potentially affected by works – with schedules typically drawn up many months ahead.
Travelodge agreed this was the case and that it usually received “excellent communication” from Network Rail on these occasions. However, the Macclesfield hotel manager said, it did not do so this time. After your original complaint it offered you a complimentary extra on your next stay such as breakfast or dinner or an early check-in. But it has had a rethink and agreed to give you a full refund.
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