travelodge f

[GUEST FEEDBACK REPORT : TRAVELODGE CHAIN] March 14, 2011

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DRAFT REPORT


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Contents

Overall Analysis of Travelodge Hotels........................................................................................................... 3

Methodology ................................................................................................................................................. 5

Travelodge London Covent Garden .............................................................................................................. 8

Travelodge London King’s Cross Royal Scot ................................................................................................ 12

Travelodge London Waterloo Hotel ........................................................................................................... 16

Travelodge City Road Hotel ........................................................................................................................ 19

Travelodge London Southwark ................................................................................................................... 22

Travelodge London Tower Bridge ............................................................................................................... 25

Travelodge London Euston ....................................................................................................................... 288

Travelodge London Wembley ..................................................................................................................... 31

Travelodge London Marylebone ................................................................................................................. 34

Travelodge London Farringdon ................................................................................................................... 37

Travelodge London Liverpool Street ........................................................................................................... 40

Travelodge London City Airport Hotel ........................................................................................................ 43

Travelodge London Kings Cross .................................................................................................................. 46

Travelodge London Aldgate East Hotel ....................................................................................................... 49

Travelodge London Battersea ..................................................................................................................... 52

Travelodge London Barking ........................................................................................................................ 54

Travelodge London Fulham ........................................................................................................................ 56

Travelodge London Whetstone .................................................................................................................. 58

Travelodge London Wimbledon .................................................................................................................. 60

Travelodge London Kew bridge .................................................................................................................. 62

Travelodge London Docklands .................................................................................................................... 64


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GUEST FEEDBACK REPORT : TRAVELODGE CHAIN

Overall Analysis of Travelodge Hotels

We compare the hotels in terms of the difference between the positive comments and the negative comments with the overall satisfaction.

Name of the Hotel

(%Compliments - %Complaints)

Overall satisfaction

London Aldgate East Hotel (N= 2) 83 4.5

London Tower Bridge (N=8) 86 4.1

London Barking (N=1) 100 4

London Fulham (N=1) 86 4

London Docklands (N=1) 100 4

London Waterloo Hotel (N=13) 66 3.7

London Southwark (N=8) 42 3.4

London City Airport Hotel (N=3) 11 3.3

London Euston (N=7) 28 3.2

London Wembley (N=7) 58 3.1

London Battersea (N=2) -33 3

London Kew Bridge (N=1) 51 3

City Road (N=11) 43 3

London Marylebone (N=6) 7 2.7

London Covent Garden (N=28) 11 2.5

London Whetstone (N=1) -67 2

London Wimbledon (N=1) -100 2

London Liverpool Street (N=3) -14 2

London Kings Cross (N=3) -50 2

London Kings Cross Royal Scot (N=18) -41

1.9

London Farringdon (N=4) -100 1.3 As can be seen, negative differences correspond to below average overall ratings. The overall ratings correlate very well, with a correlation coefficient close to 1.


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Overall Analysis of Travelodge Hotels

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

-100 -50 0 50 100

Ove

rall

Rat

ings

Compliments minus Complaints Difference


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Methodology

Source of Data: Guest Reviews on Tripadvisor.com

Period: 1st February to 28th February, 2011

Methodology of Analysis

Analysis of the responses was performed to determine the recurring categories in all the reviews studied here. The following categories and the sub-categories are presented below Rooms: Bed Cleanliness Bathroom Décor Size Entertainment Facilities Mini-Bar Communication Facilities Noise Temperature Location: Location of the Hotel Service and Food: Staff attitude Check-In process Food served in the hotel Facilities: Common area cleanliness Other facilities (Lift, luggage room, parking etc) Value: Value for Money Recommend/Stay again: Recommend or stay again


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Methodology:

The reviews were coded using a qualitative analysis software on the basis of the above mentioned sub-categories. Positive opinions and negative opinions were coded separately. For instance, if the room was found to be clean by the guest, this opinion was considered to be positive and a dirty room was considered to be a negative opinion about room cleanliness. The hotels are studied individually and the most relevant positive and negative comments are mentioned. A hierarchical cluster of the categories that occur together more frequently and reviews that are similar is also provided in the form of a dendrogram.

The average quantitative ratings for the rooms, value for money, cleanliness, sleep quality,

service and overall satisfaction is also given and compared with the results from the textual

analysis.

Meanings of codes used in the Graphs The prefix P and N signify positive and negative opinions expressed about the commented object. For example Rooms: P_BATHROOM Positive opinion expressed about the Bathroom N_BATHROOM Negative opinion expressed about the Bathroom


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INDIVIDUAL HOTELWISE REPORT


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Travelodge London Covent Garden Maximum number of samples (N=28) were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Main Category wise:

5%

11%

6%

3%

6%

2%

0%

5%

2%

17%

10%

5%

6%

2%

2%

2%

6%

11%

9%

7%

18%

16%

2%

0%

9%

4%

2%

0%

7%

0%

2%

7%

9%

2%

4%

5%

Bed

Room cleanliness

Bathroom

Room Décor

Room size

Entertainment facilities (Like TV etc)

Communication facilities (like internet or …

Noise

Room temperature

Location of the hotel

Staff attitude

Check-in process

Food served in the hotel

Common area cleanliness

Other facilities (Lift, luggage room, parking etc)

Cleanliness and size of the dining area

Value for Money

Recommend or stay again

Positive opinions Negative opinions

40%

17%

21%

5%

6%11%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend 64%

9%

18%

4% 5%

Negative Opinions

Rooms

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

“The room was another shock, peeling woodwork, tiny bathroom, the bath was not big enough to

drown a mouse. Two beds, with paper thin duvets and one pillow? ONE PILLOW? And a tiny

pathetic excuse for a heater in the corner. We FROZE, all night and every moment we were in

the room. The cleaners came and cleaned the room while we were out the following day, and

changed my friends bedding to STAINED bedding.”

“We had some items removed from our room by a staff member - just some new magazines so the

cost was not great, otherwise we'd have called the police. When we complained we were told it

never happened. “

“The hotel's location is second to none and the staff on check in were pleasant and helpful. We

had a family room which was large and very clean. The bathroom was adequate, spotlessly clean

and had sufficient towels etc. We did have to ask for more coffee, milk and additional towels but

the reception staff were approachable and were happy to supply these on request.”

“Our only complaints were that on three days out of five, only one set of towels was left and we

always had to request toilet rolls, but paying £42 a night in such a good convenient location,we

could put up with that.”

“I did not expect luxury for the price but basic cleanliness isn't too much to ask for is it? “

“ …..had to move rooms first room damp smelt mouldy broken lightshades water marks on

cieling no cubourd space 1 towel 1pillow for two people 2nd room better but no kettle or

bedding had to go to reception 3 times from top floor as there is no phones in any of the rooms. “

“I booked in to the Drury Lane building as I was staying just one night for a conference. I

realise Travelodges are pretty basic, but my room was foul. Filthy net curtains, half the lights

not working, stains on the bedclothes and all the depressing looking old furniture was peeling

away from the MDF underneath.”


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Important Points:

Positives

1. The location of the hotel and the cost per room was a major reason why people choose

to stay here.

2. The respondents found the rooms spacious and clean.

3. The staff was friendly and helpful.

4. The bathrooms had an excellent shower.

5. The breakfast was of good quality and one could eat as much as one wanted.

6. The automatic check-in was much appreciated.

7. More number of respondents expressed a desire to be repeat guests of this hotel.

8. Less noise or complete absence of noise in some rooms, contrary to expectations, was

much appreciated.

9. Rooms in High Holborn were much better than the rooms at the Drury lane building.

Negatives:

1. The décor of some of the rooms was found to old-fashioned, shabby, grubby and grim,

with mould and graffiti on the walls, some of the window catches were not working,

there was not enough lighting, the carpets and window curtains were not cleaned.

2. Some of the rooms smelt of dampness/mould.

3. Many of the respondents complained that not enough toilet rolls were provided and

only one single towel was provided.

4. The bathroom décor was shabby, very old taps.

5. Some bathroom sinks were stained.


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6. Some beds were lumpy and sheets were stained.

7. Only one pillow was provided to some guests, whereas they needed more.

8. Contacting the reception was difficult since there was no telephone in the rooms.

9. Some of the lifts were badly maintained, with wires sticking out.

10. The common areas like passageways were not cleaned regularly and smelt of dampness

and vomit.

11. The hotel was understaffed. Some of the staff could be seen working at the reception

and also in the dining.

12. Some of the dining room staff are unaware of basic hygiene. One staff was found

running his hands in his hair, and picking his nose when he was laying the table. This

guest vowed never to return again.

13. Some guests complained about the absence of a Luggage room.

14. The repair/refurbishment work at the Drury lane building appears to have

inconvenienced a lot of guests.

Average quantitative Ratings (scale of 1-5)

Overall Satisfaction

Value Rooms Location Cleanliness Service Sleep

Quality

2.5 3.0 2.4 4.1 3.0 2.3 3.0

Summary:

Comparing the ratings and reviews, the following can be arrived at

1. The value for money aspect is average

2. The rooms need a makeover in terms cleanliness and Décor.

3. The service has to improve and the staff better trained.

4. The biggest advantage seems to be in terms of location.

5. The overall satisfaction appears to be around the average.


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Travelodge London King’s Cross Royal Scot

18 Reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

10%

8%

0%

5%

8%

3%

0%

8%

0%

13%

15%

0%

8%

3%

0%

0.0%

15%

3%

3%

8%

8%

10%

14%

0.0%

1%

1%

5%

2%

1%

8%

2%

3%

10%

9%

1%

2%

12%

4%

Bed

Room cleanliness

Bathroom

Room Décor

Room size


Mini Bar

Noise

Room temperature


Staff attitude

Check-in process





Value for Money


Sleep Quality


44%

13%

23%

3%

15%3%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

53%

1%13%

19%

2%12%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

"the hotel is very much in need of an updated makeover"

“When we first arrived we were happy with the size and location of the room, but we soon

noticed the room had barely been cleaned before we arrived. There were old tea bags in the bin

which hadn't been emptied and was starting to smell and tea stains splashed around the sink,

where the previous occupant had emptied their mug............... I have stayed in many Travelodge

in the past and have no problems, so maybe this is a one off - but would certainly think twice

about booking again.”

“We were not the only people to experience problems, as a group of women also were making

a complaint as we vacated the hotel “

“My first impressions weren't good. The level of mess in the lobby was disgusting. There was

rubbish absolutely everywhere. There was graffiti in the lifts......”

“The place is extremely tatty. Our room was dirty, the walls stained and black marks all over it

and from the heat of the lights. Plaster was hanging off the walls in two places and the mattress

was so uncomfortable and old we didn’t sleep a wink due to springs and a massive roll

together.......The lifts were gritty and had graffiti in them..and our key card kept

malfunctioning.”

“Bedroom furniture must have been at least 20 years old and in desperate need of a face-lift as

covered with scratches. Corridor walls and lifts bashed and marked. half the lights not working -

we tried moving bulbs from one fitment to another but it seemed the light fittings were broken”

“Overall, the location was great for the meeting I had in the area for work and good enough for

the extra days I had booked to explore London. The hotel itself wasn't too bad once you got

beyond the public areas and the staff let the place down.”


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Important Points:

A significant number of comments were negative in nature, denoting an overall negative

experience.

Positives:

1. A small number of respondents found the hotel value for money.

2. The location was why they choose to stay here.

3. Some of the staff were friendly.

Negatives:

1. A significant number of guests complained about the décor, with dirty carpets, chipped

walls, windows broken, wallpaper was peeling, and the locks didn’t work. Many advised

a complete makeover.

2. Some of the bathroom was found to have lime scale, mould, tea stains around the sink

and smelly.

3. Enough toilet rolls were not provided.

4. Some of the staff were discourteous and argumentative.

5. Beds were uncomfortable and old. Only one Pillow were provided

6. The rooms were shabby and some of the rooms were not serviced for 2 days in a row.

7. Many have complained about the lifts were not working.

8. Common areas were not cleaned on a regular basis, and some walls had graffiti. A guest

complains “the level of mess in the lobby was disgusting”.

9. Some of them found the hotel noisy and also could not get a good night’s sleep.


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Quantitative Ratings from the survey:



Quality

1.9 2.2 1.9 3.1 1.7 2.2 2.1

Summary:


1. The value of money aspect is below average.

2. The rooms need a makeover in terms cleanliness and Décor.

3. The common areas need to be maintained well in terms of cleanliness.

4. The service has to improve and the staff better trained.

5. The only positive seems to be the location, which rates slightly above average

6. The overall satisfaction is below average.


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Travelodge London Waterloo Hotel 13 reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

6%

16%

6%

3%

3%

3%

2%

0%

6%

2%

17%

5%

11%

3%

2%

0.0%

8%

6%

2%

7%

7%

14%

0%

0.0%

0%

7%

7%

0%

7%

0%

29%

0%

0%

7%

7%

0%

7%

0%

Bed

Room cleanliness

Bathroom

Room Décor

Room size


Mini Bar

Communication facilities (like internet or telephone …

Noise

Room temperature


Staff attitude

Check-in process




Value for Money


Sleep Quality


48%

17%

19%

2%8%

6%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

50%

29%

14%7%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

“Able to check in automatically and had a room at the end of the corridor. Room is basic but

clean and the shower is fab. Had a great night’s sleep. Is ideal base “

“The only thing I don't like is the inability to book supersaver room for more than 1 night

together. it's a real hassle to book it one night each time when I want to book a week's stay.”

“…, very easy check in. Although it states 24hr reception, there are many times when reception

is not manned, you ring a bell and you could wait a while. Having said that they were very

efficient in dealing with requests.”

“We were very impressed with the self service check in, the room on 8th floor was spotless

clean, bedding and towels were fine. We had also paid in advance for breakfast and this was

excellent value for money, £6 all you can eat cereal, toast, cooked breakfast, muffins and hot

and cold drinks. “

“The hotel bar is well presented and tidy and we were lucky enough to have a rear facing room

which was very quiet. A busy, clean and efficient hotel at remarkable value if booked well in

advance.”

Important Points:

Positives:

1. Many found the rooms were spacious, clean and the décor modern.

2. The bathroom was clean and the shower was found to good.

3. The location was found to be an ideal base for sight-seeing.

4. The self-service automated check-in was much appreciated.

5. There was no noise in many rooms.


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6. The staff were friendly and efficient.

7. The breakfast was good.

8. Many found the stay “definitely value for money” and vowed to return.

Negatives:

1. The reception desk seems to unmanned most of the time.

2. The cleaners made only the beds and didn’t clean the rooms.

3. One guest found a mouse running around in the restaurant area and the staff were the

least bit perturbed.

4. The mini-bar was rarely refilled.

5. One guest has said that the only problem he faced was the “inability to book a

supersaver room” for a week rather than have to do it every day for a day at a time.




Quality

3.7 4.2 3.8 4.4 3.9 3.5 3.8

Summary:


1. There are more positives than negatives

2. The value for money rating is very high

3. The rooms rate above average in terms of cleanliness and Décor.

4. The service also rates above average

5. The biggest advantage seems to be in terms of location which is rated very high.

6. The overall satisfaction appears to be above average.


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Travelodge City Road Hotel

11 reviews were obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

6%

13%

3%

0%

6%

6%

6%

3%

22%

3%

6%

0%

13%

9%

3%

10%

0%

30%

10%

0.0%

0%

10%

0%

0%

0%

10%

20%

0%

10%

0%

Bed

Room cleanliness

Bathroom

Room Décor

Room size


Noise

Room temperature


Check-in process



Value for Money


Sleep Quality


47%

22%

9%

13%

9%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

60%10%

20%

10%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

“we booked a couple of months in advance so room only cost £50 which for Friday night in the

city is a bargain. conveniently located with a short walk to Moorgate tube. room was clean and

serviceable.”

“No complaints at all!

Paid £49 in advance for a double room a short walk from the tube station.

It was basic, yes but clean, warm with a TV and tea ⁄coffee facilities.

Would stay there again. “

“Once off the tube we managed to walk the wrong way down city road but eventually found it

not too far down the road the other way. So a sign would be good”

Important Points:

Positives:

1. The location of the hotel is a significant positive for many guests.

2. The rooms and the hotel itself is found to be clean.

3. The room was a good size, the beds were comfortable.

4. There was no noise in the rooms enabling a good night’s sleep.

5. TV and tea/coffee making facility was a definite plus.

6. Breakfast was good with plenty to eat.

7. Many have found it worth the money charged.

8. A few of the guests have vowed to return.


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Negatives:

1. The most dominant negative in a cluster of positives was about the bathroom. Guests

complain that the supply of hot water was unpredictable and the drain pipe was getting

blocked.

2. Some of the lifts were not working inconveniencing the guests.

3. Though breakfast was good, the same menu everyday was a negative

4. Bed was soft and lumpy.

Average Quantitative ratings form the survey:



Quality

3.0 3.7 2.9 4.0 3.5 2.9 3.6

Summary:


1. The value for money rating is above average

2. The rooms and bathroom need a makeover in terms Décor.

3. The hotel’s overall cleanliness is above average

4. The noise levels were well below average

5. The biggest advantage seems to be in terms of location rating very highly.

6. The overall satisfaction appears to be average


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Travelodge London Southwark 8 Reviews were obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

7%

10%

3%

3%

3%

7%

3%

0%

17%

17%

3%

7%

0%

0%

3%

10%

3%

0%

8%

8%

0%

0.0%

0%

8%

8%

0%

8%

17%

17%

8%

8%

8%

0%

0%

Bed

Room cleanliness

Bathroom

Room size


Mini Bar

Noise

Room temperature


Staff attitude

Check-in process




Value for Money


Sleep Quality


41%

17%

28%

3%10%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

33%

42%

17%

8%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

“The hotel, as usual with Travelodge, is very basic - for £90 per night you would expect some

shampoo and shower gel - alas no!”

“I noticed the complete lack of storage space, bearing in mind I was staying with 2 other adults,

..................Onto my next moan, the smell....The corridors and our room was filled with a

delightful stale aroma that I believe to be caused by damp...Not a nice greeting when arriving

back at night...Also, the hotel provided room service, that you had to order at reception and

then collect yourself.”

“The bar was manned by the same person in reception, so service was a little slow. They had an

offer on 5 bottles of beck for £10 which was good.”

Important Points: Positives:

1. The location of the hotel was found to be crucial.

2. Staff were helpful.

3. The rooms were clean and spotless, Beds were large and sheets clean.

4. Presence of TV and Complimentary tea and coffee making facilities.

5. Breakfast was OK.

6. Automated check in was a plus.

7. Some didn’t find noise. Negatives:

1. After a string of positives, just as many people liked the food, as many didn’t, without providing any reason.


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2. Some had problems with automated check-in.

3. Despite an early check-in, the room was not ready to be occupied.

4. The same person was found working in the bar as well as the reception making the service slow.

5. The complete absence of storage space.

6. Non provision of toiletries inspite of charging £90!




Quality

3.4 3.5 3.4 4.0 3.9 3.8 3.3

Summary:


1. The value for money aspect is above average

2. The rooms and bathrooms are rated above average.

3. Cleanliness is rated above average.

4. The service quality is above average.

5. Noise levels are low.

6. The biggest advantage seems to be in terms of location being rated very high.

7. The overall satisfaction appears to be above average.


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Travelodge London Tower Bridge

8 Reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

4%

15%

7%

11%

4%

19%

11%

4%

4%

4%

7%

11%

0%

0%

0%

0%

0.0%

0%

0%

0.0%

50%

0%

50%

0%

Bed

Room cleanliness

Bathroom

Noise

Room temperature


Staff attitude

Check-in process



Value for Money



41%

19%

19%

4%

7%

11%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

50%50%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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Quotable Quotes

“Great value hotel, a little walk from major attractions but London transport is amazing and there are train stations 30 seconds away” “…, the hotel was very clean , the breakfast was great , location couldn’t be better for exploring London” “The "all you can eat" buffet breakfast is incredible value! Excellent stay!!!”

Important Points:

Positives:

1. Its ideal Location was significant.

2. The rooms were clean.

3. Not much noise in the rooms inspite of being close to the railway lines.

4. Polite and friendly staff.

5. The bathroom shower was good.

6. Automated check-in.

7. The temperature in the rooms are just right.

Negatives:

1. There were only two, the breakfast was a bit chaotic

2. It might be sometimes expensive to .




Quality

4.1 4.3 4.0 4.0 4.6 4.3 3.6


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Summary:


1. The value for money aspect is high

2. The rooms and bathrooms are rated very highly.

3. Cleanliness is rated very highly.

4. The service quality is rated very highly.

5. Noise levels are low.

6. The location is rated very high.

7. The overall satisfaction is very high.


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Travelodge London Euston

7 Reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“the buses did not stop all night long. Quite possibly the worst nights sleep I ever had. The window blind didn't cover the window properly, the room smelled and orange peelings on the stairs were there for all four days of my stay”

14%

7%

7%

0%

7%

14%

14%

0%

29%

7%

0%

13%

0%

0%

38%

13%

0%

0%

13%

13%

0%

13%

Room cleanliness

Bathroom

Room size

Noise

Room temperature


Staff attitude


Value for Money


Sleep Quality


36%

14%14%

29%

7%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend 75%

13%

13%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


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“Basic but clean and great value for money. ...and managed about 1 hours sleep max - horns, sirens, buses outside the window all night and the double glazing was shockingly poor “ “I stayed in this hotel despite the other reviews and found many of the issues described previously, easily resolved following a discussion with the helpful and friendly staff”

Important Points

Positives:

1. The prices at which some rooms were booked (£29/£39) was considered to be great

value for money

2. Some rooms were clean

3. The location was near to a train station

4. Staff were friendly and helpful

5. Bathroom shower was powerful and it had hot water

6. Some found the room temperature was fine though others complained.

Negatives:

1. There was too much noise from the traffic

2. Some couldn’t sleep because of the Noise.

3. Some rooms smelt foul.

4. Common areas were not cleaned regularly as one saw some orange peels lying on stairs

for 4 days.

5. As some paid £100 per night, some found the services provided not up to mark.


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Quality

3.2 4.0 2.8 4.3 3.3 3.0 2.3

Summary:


1. The value for money aspect is rated very highly.

2. The rooms and bathrooms are rated slightly below average .

3. Cleanliness is rated slightly above average.

4. The service quality is average.

5. Noise levels are very high leading to lower sleep quality.

6. The biggest advantage seems to be in terms of location which is rated very highly.

7. The overall satisfaction appears to slightly above average.


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Travelodge London Wembley 7 Reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

17%

8%

4%

8%

8%

21%

8%

0%

13%

13%

0%

0%

0%

25%

13%

13%

13%

13%

0%

25%

Room cleanliness

Bathroom

Mini Bar

Noise


Staff attitude



Value for Money



38%

8%29%

13%

13%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

25%

13%

25%

13%

25%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“Staff is great and also are the prices at the bar. Could be quiet noisy after 6am since it is

situated in an industrial area and a few meters from the motorway. Highly recommended for

short stays and a low budget stay.”

“The staff were friendly and helpful. The room was very clean and the towels were replaced

each day. Not a great place to eat.”

“There is no security in the hotel. Strangers can easily make their way up to rooms and the

cleaners seem to leave your door open when they have cleaned it. Anyone can get in and take

anything. When you complain, the staff take no notice and offer no further support. They won't

even give you details of who to complain to as it's "not their policy" to give names and numbers

out - or addresses!”

“And for £35 between the 3 of us an absolute bargain.”

Important Points

Positives:

1. Many found the staff friendly and helpful.

2. Rooms were clean

3. There was less noise

4. The price was reasonable

5. Bathrooms were clean and spotless

6. Location was close to city attractions

7. Food at the bar/café was good.

8. Good facilities for making tea/coffee


Metric /64

Negatives:

1. Some vowed never to stay in this hotel,

2. Some found it too noisy

3. Staff offer no support when it comes to complaints

4. The hotel is not a great place to eat as there are other options nearby




Quality

3.1 3.0 3.4 2.3 3.3 3.4 2.9

Summary:


1. The value for money aspect is average.

2. The rooms and bathrooms are rated slightly above average .

3. Cleanliness is rated slightly above average.

4. The service quality is slightly above average.

5. Noise levels are high leading to slightly below average sleep quality.

6. The location is rated very low.

7. The overall satisfaction appears to be average.


Metric /64

Travelodge London Marylebone 7 Reviews were obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

6%

13%

6%

6%

6%

6%

13%

13%

6%

0%

6%

0%

0%

13%

6%

0%

8%

31%

0%

0.0%

0%

8%

0%

8%

8%

8%

8%

8%

15%

0%

Bed

Room cleanliness

Bathroom

Room size


Mini Bar

Noise


Staff attitude

Check-in process




Value for Money



56%

13%

13%

13%6%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

46%

23%

15%

15%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“Tiny room, basic decor, toilet didn't flush properly, dribble of water from the shower, taps in basin kept spitting out water so problems with water pressure in my room” “The room was a good size and although it was next to a main road, you couldn't hear much noise. The shower kept losing power and wasn't of the best quality. Deliveries at 5am woke us up, which was not appreciated.” “Single room was not much bigger than a wardrobe. Toilet seat broken. I think it was way over-priced at £100, but I don't stay in London often.” “The rooms are clear and the beds have fresh sheets on. The bathrooms are clean and so are the towels. The staff don't go out of their way to be over the top but they basically so all that is required!” “Bathroom grubby and stained, no lock on bathroom door and wouldn't shut properly, had to ask for a kettle twice and the room smelt very stale. “ “Worst Travelodge I have ever stayed in.”

Important Points:

Positives:

1. Some didn’t hear any noise.

2. Some found the rooms were clean.

3. The location was next to the train station

4. The room rents are cheap

5. Some bathrooms were clean

6. The Beds had fresh sheets

7. TV and tea/coffee making facilities were available

8. Rooms were a good size


Metric /64

Negatives:

1. Some of the bathrooms, toilets didn’t flush properly, toilet seats were broken, the

shower kept losing its power, and some bathrooms were grubby and stained.

2. Breakfast was not worth its cost

3. There was too much noise of drilling outside some rooms

4. Some people felt they were overcharged at £100.

5. The absence of Luggage rooms was an inconvenience

6. A strong smell of bleach/detergent in the reception area.

7. Some rooms smelt stale

8. Some people vowed never to stay in this hotel again

9. Deliveries at 5am was not appreciated by some.


Overall

Satisfaction Value Rooms Location Cleanliness Service

Sleep

Quality

2.7 2.8 2.2 4.3 3.5 2.0 3.0

Summary:


1. The value for money aspect is slightly below average.

2. The rooms and bathrooms are rated very low .


4. The service quality is rated very low.

5. Noise levels are high leading to average quality sleep quality.


7. The overall satisfaction appears to below average.


Metric /64

Travelodge London Farringdon 4 Reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

17%

11%

6%

11%

6%

6%

17%

6%

11%

11%

Room cleanliness

Bathroom

Room Décor

Noise

Room temperature


Staff attitude





50%

6%

22%

11%

11%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

“Its disgusting, the staff is unhelpful and they help themselves to your stuff. Rooms are cold,

mouldy, damp, noisy, dirty, blood stained and smell.”

“Upon check in we were advised that the lifts did not work and had not for 4 days so we had to

carry our own luggage 2 flights of stairs, we went to the bar to get a bucket of ice only to be told

that this to was broken and the final straw was when we went to use the shower and it to from

what we were told was also broken.”

“Prices of hotels in London aren't cheap anyway but for what we paid i thought it was very poor.

Decor was old and worn and it didn’t look like they were all that bothered about customer

service.

The shower in our room had to pressure so it was like using a tap to wash yourself.”

Important Points

Positives: The guests surveyed had nothing positive to say about the hotel.

Negatives:

1. The room was found to be mouldy and damp.

2. The staff were not found to be helpful and one guest accused them of helping

themselves to the guest’s stuff

3. The shower in the bathroom was not working

4. There was a lot of noise

5. The lifts were not working

6. The room was very cold

7. The décor was old and worn

8. Some found the location far from the tube station

9. Some complained that the food was inedible



Metric /64

Overall


Sleep

Quality

1.3 2.0 1.5 2.8 1.8 2.0 1.8

Summary:


1. The value for money aspect is rated very low.

2. The rooms and bathrooms are rated very low.

3. Cleanliness is rated very low.

4. The service quality is very low.


6. Location is rated slightly below average.

7. The overall satisfaction is very low.


Metric /64

Travelodge London Liverpool Street 3 samples were obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

14%

0%

14%

14%

0%

14%

0%

14%

0%

0%

0%

0%

14%

14%

0%

8%

8%

15%

0%

8%

0%

8%

0%

8%

8%

8%

8%

8%

8%

8%

Bed

Room cleanliness

Bathroom

Room size


Mini Bar

Noise


Staff attitude

Check-in process



Value for Money


Sleep Quality


57%14%

14%

14%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

54%23%

8%

8%8%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“The only gripe we had is that the lift was out of service for some of our stay which could be a

problem for some and i wouldn't have the breakfast there again as there are loads of places to

eat that are cheaper. plus the breakfast room is too small for the hotel.”

“Room hadn't been cleaned properly

- A light bulb was missing from the bedside table

- The remote control missing from the TV

- Staff at the desk were unhelpful

- No shampoo, shower gel and no assistance from the front desk - instead they offer things you

don't actually need to be helpful”

Important Points

Positives:

1. Some found the bathroom clean with a powerful shower

2. The bed was comfortable

3. Tea and coffee facilities in the room

4. Rooms were of reasonable size.

5. Room charges were a bargain and vowed to come back

Negatives:

1. Absence of TV remote inconvenienced some

2. Some rooms hadn’t been cleaned properly

3. Breakfast is expensive compared to places nearby

4. Automated check-in system was down and the person at the reception didn’t know how

to check-in guests

5. Staff at the desk were unhelpful


Metric /64


Overall


Sleep

Quality

2.0 2.3 2.0 4.3 2.3 1.7 1.7

Summary:


1. The value for money aspect is rated low.

2. The rooms and bathrooms are rated low.

3. Cleanliness is rated low.

4. The service quality gets the lowest rating and is rated very low.



7. The overall satisfaction is low.


Metric /64

Travelodge London City Airport Hotel 3 samples were obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

10%

20%

10%

0%

0%

10%

0%

0%

30%

20%

0%

0%

0%

0%

11%

11%

0%

11%

22%

11%

11%

22%

Bed

Room cleanliness

Bathroom


Communication facilities (like internet or …

Noise

Room temperature

Staff attitude


Value for Money



50%

30%

20%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

33%

33%

11%

22%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“…however the rooms were clean and the breakfast was impressive. most of the staff were

rude and ignorant and did not seem willing to go out of their way to help. “

“The buffet breakfast is always enjoyable. To say it's opposite the airport runway start it's

soundproofing is very good. Car parking is very adequate at the hotel (but chargeable).”

Important Points:

Positives:

1. The breakfast was enjoyable

2. The rooms were clean.

3. The price at which the room came was considered to be of good value

4. The bathroom was functional

5. Inspite of being opposite to the airport, the sound proofing was good

6. The bar was reasonably priced

Negatives:

1. The staff were rude and ignorant

2. The absence of TV remote control was an inconvenience

3. WiFi is expensive

4. Menu was fast-food style and not appetizing

5. One vowed never to say in this hotel again


Overall


Sleep

Quality

3.3 4.0 3.3 2.0 4.0 2.3 3.5


Metric /64

Summary:



2. The rooms and bathrooms are rated slightly below average .

3. Cleanliness is rated high.

4. The service quality is low.

5. Noise levels are low leading to slightly above average sleep quality.

6. The location has got the lowest rating, being rated very low.

7. The overall satisfaction appears to slightly above average.


Metric /64

Travelodge London Kings Cross

3 reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

0%

0%

40%

0%

20%

20%

0%

0%

20%

0%

0%

13%

20%

0%

20%

0.0%

0%

13%

7%

13%

7%

7%

Bathroom

Noise


Staff attitude

Check-in process




Value for Money


Sleep Quality


40%

20%

20%

20%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

40%

20%

20%

13%7%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“The double glazing was ineffectual, and very draughty.

could easily be fixed I'm sure by investing in new windows..............also there are 2 lifts at the

hotel, one was out of order all the time during our stay. we were told by residents of the flats

which share this building that it had been out of service for 6 months or more.”

Important Points:

Positives:

1. The location was convenient

2. Automatic check-in was convenient

3. The common areas were clean.

4. Cheap and not bad at all

Negatives:

1. There was a lot of noise at night and hence sleep was compromised.

2. There were very few staff

3. The bathroom was cramped and the door almost scraped the toilet bowl

4. The lifts were not working

5. During breakfast time, they ran out of clean glasses, plates etc due to the crowd




Quality

2.0 3.0 2.0 4.3 3.0 1.7 2.0


Metric /64

Summary:


1. The value for money aspect is rated average.

2. The rooms and bathrooms are rated very low.

3. Cleanliness is rated average.

4. The service quality is rated the lowest and is very low.



7. The overall satisfaction is very low.


Metric /64

Travelodge London Aldgate East Hotel 2 reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

0%

17%

17%

8%

8%

17%

8%

17%

8%

100%

0%

0%

0%

0.0%

0%

0%

0%

0%

Bed

Room cleanliness

Bathroom

Mini Bar


Staff attitude


Value for Money



42%

8%

25%

17%

8%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

100%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“Room (twin) was very clean and tidy, bath sparkled. Plenty of tea coffee and milk. Only niggle

no extra pillow even when asked next morning............... Restaurant was clean breakfast nicely

cooked and plentiful. orange juice ,cereals, bacon ,sausages ,egg, yoghurt etc”

“The bathroom was clean, the fixtures were not the newest - but functioned perfectly well, the

shower was powerful. ..................We found the staff to be very friendly and helpful and the

service was great”

Important Points:

Positives:

1. Bath was clean and sparkling, shower was powerful

2. Room was clean and comfortable

3. Staff were friendly and helpful

4. Plenty of tea coffee and milk

5. Convenient location

6. The room was considered to be good value for money

7. Dining area was clean

8. Breakfast was good and plentiful

Negatives:

Only one negative

1. Only one pillow is provided when more is required.


Overall


Sleep

Quality

4.5 5.0 3.5 4.0 3.5 4.5 3.5

Summary:


Metric /64


1. The value for money aspect is rated the highest.

2. The rooms and bathrooms are rated above average .


4. The service quality is rated very high.

5. Located is rated highly.

6. The overall satisfaction is very high.


Metric /64

Travelodge London Battersea 2 reviews were obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“There are no phones to call down to the desk to complain....................The bathroom was quite

dirty and the taps were broken. On the plus side our room was enormous. very spacious.”

0%

0%

0%

0%

50%

50%

25%

25%

25%

25%

0.0%

0%

Bathroom

Communication facilities (like internet or telephone etc)

Noise


Staff attitude

Value for Money


50%50%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

75%

25%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Important Points:

Positives:

1. Some of the staff were helpful

2. For the price charged, it was good value

Negatives:

1. The neighborhood in which the hotel is located is quite rough

2. There are no telephones in the room to connect to the reception

3. Some of the guests were noisy and disruptive


Overall


Sleep

Quality

3.0 4.5 4.0 2.5 3.5 4.0 1.0

Summary:



2. The rooms and bathrooms are rated highly.


4. The service quality is rated highly.

5. Noise levels are very high leading to lower sleep quality and the lowest ratings.

6. Location is rated low.

7. The overall satisfaction is average.


Metric /64

Travelodge London Barking 1 review was obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“The staff did their job in a good manner and our room was clean and nice. Comfy beds as well!”

20%

20%

20%

20%

20%

Bed

Room cleanliness


Staff attitude



40%

20%

20%

20%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Important Points:

Positives: The lone guest who responded had only positive things to say

1. The beds were comfortable 2. The room was clean 3. Good location with respect to the tube 4. Staff were efficient 5. Vowed to come back.




Quality

4.0 5.0 3.0 2.0 5.0 4.0 5.0


Metric /64

Travelodge London Fulham 1 sample was obtained from this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“The staff were really friendly, and were always happy to help us whenever we needed it. The

hotel was a rather modern Travelodge as was built in about 2009 i think, it was very clean and

the rooms were very good for a Travelodge.”

17%

17%

0%

17%

17%

17%

17%

0%

0%

100%

0%

0.0%

0%

0%

Room cleanliness

Room Décor

Room temperature


Staff attitude

Value for Money



33%

17%17%

17%

17%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

100%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Important Points:

Positives:

1. The Décor was modern

2. The rooms were very clean

3. Good location as it was near the train station

4. The staff were friendly and always ready to help

5. Good value for money

Negative

The only negative was that the room was fairly hot.


Overall


Sleep

Quality

4.0 5.0 4.0 5.0 5.0 5.0 4.0


Metric /64

Travelodge London Whetstone 1 Review was obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“The room was clean but Very small, basic & also very noisy at night (traffic). I paid approximately £65 for

bed and breakfast. This included about £7 for breakfast (basic) & £2 surcharge for Visa Credit Card. For this

Travelodge expect you to provide your own soap/shower gel. Working conditions in the room were cramped. One

night was the limit for me. “

100%

0%

0%

0%

0%

0%

0%

17%

17%

17%

17%

33%

Room cleanliness

Bathroom

Noise

Staff attitude


Value for Money


33%

17%17%

33%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

100%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Important Points

Positives:

There was only one positive, the room was clean

Negatives:

1. Prices were expensive

2. No toiletries provided

3. There was a lot of noise at night due to traffic

4. Parking is limited




Quality

2.0 2.0 2.0 4.0 5.0 3.0


Metric /64

Travelodge London Wimbledon 1 review was obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

Quotable Quotes

“Horrible hotel do not stay here. No locks on door, filthy bathroom, bogies on wall and no hot

water in the evening.”

Important Points

Positives: There were no positives

Negatives

1. The walls were dirty 2. The bathroom was filthy

33%

67%

Room cleanliness

Bathroom


100%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64




Quality

1.0 1.0 1.0 1.0 1.0 1.0 1.0


Metric /64

Travelodge London Kew bridge

1 Review was obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below. Sub Category wise:

Main Category wise:

11%

11%

11%

0%

11%

22%

11%

11%

11%

0%

0%

0%

33%

33%

0.0%

0%

0%

0%

0%

33%

Bed

Room cleanliness

Bathroom

Room Décor

Mini Bar

Noise

Room temperature

Staff attitude




78%

22%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend

67%

33%

Negative Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Quotable Quotes

“Efficient and friendly check in. I felt safe due to the key card system required to operate lifts

and access the floors. The lifts were very slow. The room was very clean with beds made up.

..............Despite previous reviews the cooked breakfast was Okay -sausages tomatoes

scrambled egg and beans and crockery was replaced quickly when requiring replenishing.”

Important Points:

Positives:

1. There was no noise

2. Bathroom was clean with plenty of hot water

3. Room temperature was fine.

4. Beds were comfortable

5. Room was clean

6. Tea and coffee making facilities present

7. Check in staff were friendly and efficient

Negatives

1. The lift was slow

2. No toiletries were provided

3. The décor was a little scuffed at places


Overall


Sleep

Quality

3.0 5.0 3.0 3.0 5.0 4.0 3.0


Metric /64

Travelodge London Docklands 1 Review was obtained for this Hotel. A graphical representation of the percentage of responses versus their opinions is shown below.

Sub Category wise:

Main Category wise:

Quotable Quotes

“We found the hotel great value £119 for a family room for two nights, it was clean and tidy,

with a nice bar and restaurant area. Great location”

Important Points

Positives:

1. The rooms were clean and tidy

2. The restaurant and bar area was nice

3. At £119 for a family room for two nights, the guest considered it to be of great value.

33%

33%

33%

Room cleanliness


Value for Money


33%

33%

33%

Positive Opinions

Rooms

Location

Service and Food

Facilities

Value

Recommend


Metric /64

Negatives: There are no negative comments.




Quality

4.0 4.0 3.0 3.0 4.0 4.0 3.0


Metric /64

travelodge f

Documents

guest feedback

drury lane

lower sleep

process food

quotable quotesthe

main category

quotable quotesthe

good nights