What time's check in and check out?
Check in is any time after 3pm. You will need to vacate your room and return your key by 12 noon on the day of departure. Also an early check in and late check out service is available at many hotels for an additional charge which will be offered when you book, subject to availability. Please check the Hotel Information pages for more details.
Can I cancel my room cancellation policy when I have taken out cover?
Yes. If the cover is not suitable for your needs and you want to cancel your policy we operate a Cooling Off period. The Cooling Off period is normally 14 days from the date of booking, but will be reduced accordingly if the date of booking is less than 14 days from the date of arrival. To cancel your cover within the Cooling Off period you should log on to My Travelodge and view your pending bookings. Follow the links to cancel the Room cancellation insurance. After the Cooling Off period, Room cancellation insurance cannot be independently cancelled from the room booking. However, cover will be cancelled automatically for a flexible room booking if the room booking is cancelled - a refund for the insurance policy will be given. Cancellation of a Supersaver or Saver room booking will not result in cancellation of the Room cancellation insurance and no refund will be given.
Can I smoke in a Travelodge?
Travelodge has become the first major hotel chain to declare that we will be completely smoke free by January 2008. All public areas in our hotels have been smoke free since July 2007 and by January 2008 we will prevent smoking in all our rooms as well
How much does Room cancellation Insurance cost?
Room cancellation Insurance costs £1.50 per room booked regardless of the length of stay. This includes the cost of Insurance Premium Tax at 17.5%
When will my Room cancellation insurance policy start?
Cover starts at the time the room(s) are booked on www.travelodge.co.uk and the necessary insurance premium is paid. Cover is provided for trips within the United Kingdom which do not exceed 31 days.
Can I leave my luggage?
If you arrive at the hotel before your room is ready at 3.00pm, unfortunately we are unable to store any luggage. The same also applies if you need to store your luggage after your stay.
What is Room cancellation insurance and what does it cover?
Room cancellation insurance is an insurance product which provides cover for Travelodge room costs and pre-paid breakfast only. This does not cover you against any other extras eg. WIFI The cover will allow a customer to claim up to £500 against any charges paid to Travelodge that become non-refundable if specific circumstances mean that a guest cannot stay at the hotel. For a full list of valid reasons to claim please see our room cancellation insurance Terms and Conditions. Insurance purchased before 15/1/09 is provided by AIG Europe (UK) Limited and underwritten by New Hampshire Insurance Company and/or Landmark Insurance Company Limited. Insurance purchased on 15/1/09 or thereafter is underwritten by Atlas Insurance PCC Limited Travelodge Cell (the Insurer) which is authorised and regulated by the Malta Financial Services Authority.
What is overbooking?
Like almost all other hotel companies, we overbook some of our hotels because we know that a percentage of our customers make a reservation but then do not arrive to check-in. While we are aware that overbooking might sound negative, it allows us to accommodate customers who would otherwise not be able to make a reservation once availability at the hotel has been booked up. In these instances, we calculate the level of overbooking through computer forecasting (based on historical data) to ensure that we can be as accurate as possible. Our aim is to make sure that people who arrive to fulfil their booking are allocated their rooms, while also ensuring that rooms that would have been left empty due to other customers not arriving are also used.
What happens if it becomes necessary for my reservation to be outbooked?
On rare occasions, it may become necessary for us to outbook you and find you suitable alternative accommodation in the local area or offer to refund the room. In this instance, unless the reason for needing to outbook you is beyond our reasonable control, we will offer you compensation for the inconvenience. For full details of our outbooking policy please see our terms and conditions.
Who can make a claim on Room cancellation insurance?
The Room cancellation insurance is taken out in the name of the room booker Only the booker can make any claim against the policy, regardless if they are the guest of the affected room or not.
Will I be charged an extra policy premium if I amend the booking?
No. If a room is modified so that the date of arrival or length of stay is amended, then the Room cancellation insurance policy will cover this change.
Why do you charge a credit card booking fee?
Certain payment methods are more costly for us and because we are committed to keeping our costs low to bring you the lowest priced rooms we pass some of these additional admin costs on for certain payment types. PLEASE NOTE: Maestro or Visa Debit/Delta payment options currently incur no charge.
How will the credit card booking fee be applied?
The credit card booking fee will be charged at the checkout stage and will be applied to the entire booking rather than per room. It is not refundable and applies to payments made with a credit card only.
Your VAT questions answered
How much VAT will I be charged? You will be charged a new rate of 15% on all new bookings made from midnight on Sunday 30 November. All bookings made before this time are subject to the rate of VAT at the time of booking (17.5%). How is my VAT calculated? For pre-pay bookings your VAT is calculated at the moment in time that you make your booking and when payment is taken not your date of stay. For bookings where only a guarantee is taken (hotels in the Republic of Ireland and Spain), the VAT will be calculated at the hotel upon arrival and a VAT invoice issued. The price quoted at the time of booking will be the price paid upon arrival. How do I receive a VAT invoice for my room booking? VAT invoices are available on the website either: at the time of booking please tick the box marked 'VAT invoice' on the checkout page when filling in your details. After your booking, you may request a vat invoice from the ‘modify your booking’ section of the website. You will need to identify the booking using the confirmation number and either booker surname, hotel name or credit card number. Tick the 'request a vat invoice' box under the booking detail. I’ve already booked but not stayed yet, will my VAT be reduced? No, the VAT is calculated at the time you make and pay for your booking. I need to amend my booking Anything added to your booking will generate an invoice for the additional payment made. It will not replace any previous invoices and the VAT shown will be at the new rate if amended after the 1st December.
How do I make a claim using my room cancellation insurance?
For claims related to policies purchased before the 15th January 2009 please enquire using the following contact details: Travelodge Travel Claims Department Address: PO Box 60108, London SW20 8US Phone: 0870 0440 175 Fax: 0870 130 1953 E-mail: email@example.com The claims department are open Monday to Friday between 9am and 5pm. For claims related to policies purchased on or after the 15th January 2009 please download the Claim Form & Guidance Notes. Please also see our Policy Summary, Key Facts and Policy Wording documents for further refund cover information. If you wish to speak to someone regarding your room cancellation policy, made after the 15th January, please use the following contact details: Travelodge Claims, Heath Lambert Insurance Services Norfolk House, 32-40 North Street, Horsham, West Sussex RH12 1RZ Help-Line: 0845 000 0088 E-mail: firstname.lastname@example.org.
How can I save my credit or debit card?
You can store your credit or debit card details on travelodge.co.uk in one of two ways, the first is, after logging in and whilst booking a room, you will see an option on the payment page called ‘store this card in My Travelodge’. Select this option after entering your card details and that card will be stored in your My Travelodge account immediately - ready for use on your next booking with us. The second method is available within your My Travelodge account area, select the ‘Payment Cards’ option and add your card here.
How can I delete my saved credit or debit cards?
You can remove a stored credit or debit card by logging into your My Travelodge account and selecting ‘Payment Cards’. Your saved cards will be listed on this page. Click on the remove button next to the card you wish to delete from your my Travelodge account and it will be deleted.
How many cards can I store?
You can store up to ten cards within your My Travelodge account
Do you store my card security code (the 3 digit code on the reverse side of your card)?
To comply with industry security standards and rules, we do not save your 3 digit card security code. Therefore you will need to provide this each time you pay using a saved card.
Is it safe to save my card details?
Yes, we use highly secure encryption mechanisms and follow strict industry security standards when both storing and processing credit and debit cards.
What types of credit and debit cards can I save?
You can save the following cards which can be used to make a one-off payment for a room booking: Visa, Mastercard, American Express, Visa Debit, Mastercard Debit, Maestro, Solo, Electron and Business Account Card.
Can I edit my credit or debit card details once saved?
No, debit and credit cards can only be saved or removed.
What do I do if my card has expired?
If you have a card saved which has expired, this will be highlighted when the saved card list is presented either on the booking payment page or through viewing your saved cards in your My Travelodge account. To update an expired card with your new card, simply remove the out of date card and save the new replacement card details.
Will I still be charged for a transaction fee when paying for a booking with a saved card?
Yes, the charge is for the transaction itself (on credit card transactions, there is no charge for debit card transactions). This is the same for the use of both saved and non-saved credit card payments
Can I save my Business account card?
Yes, this can be used and/or saved in exactly the same way as a normal credit or debit card.
Can I record my booking in my corporate account if made using my business account card?
Yes. If you chose to use your business account card, you will be asked to confirm whether you wish to record this transaction in your corporate membership area. This transaction will then show when you next log in to your corporate account.
Can I use my saved card to pay for booking modifications/amendments?
No, to pay for a booking modification or amendment you will be asked to enter your credit or debit card details again.
Do I need to provide the same credit card or debit card details for a modification or amendment as u
No, you can use whatever card you like, as long as it is one of the card types accepted by Travelodge (see above – hyperlink back up?)
Where can I use my saved cards?
You can use your saved card only on the Travelodge website. Your saved cards are not currently available for use via our call centres, corporate website, mobile booking site or i-booker service.
Your Swine Flu questions answered?
If I have been diagnosed with, or strongly suspect I have, swine flu what should I do? For the safety and well-being of our staff and other customers, please follow government and local health authority advice and remain at home. If you are aware that you cannot arrive for your stay then please remember to cancel your booking. Flexible bookings may be cancelled anytime up to midday on the day of arrival for a full refund. Saver and Sale rate bookings are non-refundable. If you fail to arrive for to check-in for your stay then you may be charged in line with our booking terms and conditions. If you have already checked in to the hotel then please inform a member of our staff at reception. What are Travelodge doing about swine flu? Travelodge are taking all necessary precautions to stem the potential spread of swine flu in line with government and local health authority advice. We are in regular contact with the relevant authorities to ensure our policies protect the well-being of our staff and customers.