Travelodge said sorry, refunded his booking and offered a two-night complimentary stay after he said his £100 room felt like a health risk, claiming he also found a dead bug on the bed
Image: MEDIA WALES)
A furious couple slammed Travelodge after claiming their hotel mattress was caked in filthy stains and ‘bodily fluids’.
Martin Rogers, 62, and his wife visited the branch in Cardiff on Friday night ahead of a rugby match on Saturday.
The pair paid £100 for the room, however they later claim to have found a dead bug on the bed, calling the stay a ‘health risk’.
When checking into the Queen Street hotel, Martin didn’t notice anything wrong with the room initially other than a ‘funny, pungent smell’.
He said: “At first we didn’t think much of it but when we got back in late at night, I noticed the smell was still there. I had a look to see where the smell was coming from. I looked under the bed and then obviously couldn’t see anything.
“I just looked at the mattress on top of the bed and it had all white dust hairs and there was, what looked like, a dead bedbug on it.
“I took the sheets off the top and the stains were unbelievable. I could see the blue stains from where they tried to clean it.
A blue stain showed staff were aware of the state of the mattress and had tried to clean it before, Martin said.
He said: “I honestly don’t know what it is and wouldn’t even like to say. There was all sorts of different colours there – it was absolutely disgusting.
“In the middle of a pandemic, that should not be allowed.”
Martin, from Wrexham, went downstairs to reception to complain but was told no other rooms were available, even in other Travelodges around Cardiff.
“It was like ten or eleven o’clock in the night. They said we could speak to the manager in the morning. They gave us two extra bed sheets to put on top of the bed.
“As a guest, you think you’d be treated a bit better really. I don’t usually go around checking the mattress in the hotel rooms but there was that funny smell coming from the room so we looked.”
Martin says he spoke to the manager the next morning, who said he would give the couple a full refund.
He said: “We’ve had no refund and no email. We’ve had no apology from them.
“I wanted to point it out in case it’s happened to other people. They would have charged £250 to stay at the Saturday night – I’m glad we decided to only stay for the Friday night.”
Martin was disappointed with the way staff handled the complaint.
He said: “They didn’t have any mattresses on site or anything to change it. The sink in our room was blocked too which we mentioned in the morning.
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“I’m 62 and my wife is 50 – we’ve never come across anything like this before.”
Martin and his wife checked out that morning and decided to stay at a different hotel on St Mary’s Street for Saturday night.
A spokesperson for Travelodge said: “We are sincerely sorry that we did not deliver our normal high standard of service to Mr Rogers during his recent stay with us.
“We have apologised to Mr Rogers, refunded his booking and offered a two-night complimentary stay. We have also ensured that the team receives the appropriate retraining on our cleaning process and we have also replaced the mattress.”
George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.