Monday, 21 Sep 2020

Mum disgusted at ‘skin-crawling’ stain on Travelodge duvet she already slept in

A woman was left disgusted after finding a brown stain on a duvet she had slept in all night.

Theresa Webber was horrified at the "skin crawling" stain on her bed cover at the Travelodge.

The 57-year-old stripped off the covers to avoid leaving more work for housekeeping staff.

Ms Webber had slept with the duvet with a huge brown mark for two nights before she realised, reports Bristol Live.

Ms Webber, originally from Pill, in Somerset, had travelled from her home in France to visit her son in Bristol from August 15 to 17, staying in the Travelodge during that time.

She said: “When I was checking out, I thought that to save them the trouble I would strip the duvet cover off.

“When I saw that disgusting stain, I felt really angry to be honest. I felt sick and my skin was crawling.

“It didn’t seem to smell but I wouldn’t say it had been through the wash at all. I’d been sleeping there two nights, though luckily it was more towards the bottom of the bed.”

A Travelodge spokesman told Bristol Live the hotel’s investigation found the mark was from coffee.

Asked how it knew this, the spokesman replied: “Just by looking at it and smelling it. It was given to the cleaning team.”

Ms Webber was unhappy with the hotel’s initial response to her complaint.

She said: “As soon as I spoke to the manager at the front desk, she didn’t want to see my pictures.

“The manager told me they couldn’t go in to check it because of Covid, as there’s a certain amount of time they had to wait.

“I said, ‘I’m sorry but I’m not happy – this is unacceptable.’

“She told me sometimes things don’t come out in the wash, and I said, ‘Come on – if it doesn’t come out you get rid of it.’

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“The manager said she didn’t know if they had a spare duvet, and if they didn’t she would go and buy one herself.”

Ms Webber says she was left “puzzled” by the exchange.

She added: “Travelodge is quite a big chain. This is just simple laundry."

Ms Webber made a complaint to the head office and received an offer of a Travelodge voucher to the value of her £121.98 stay.

The firm’s email offered “sincere apologies” for the condition of the bedding, which it acknowledged was “unacceptable”.

But Ms Webber was frustrated by the voucher offer.

She said: “I could only spend it on another stay at Travelodge, and I don’t see much chance of that ever happening.”

Within hours of Bristol Live contacting Travelodge about the complaint, it offered a full monetary refund to the customer.

A Travelodge spokeswoman said the firm is "sincerely sorry" for Ms Webber’s experience.

"We take hygiene and cleanliness very seriously and have a robust cleaning process in place, including our TravelodgeProtect+ programme," she said.

"We regret that a mistake was made on this occasion and have apologised to Ms Webber and refunded her stay in full."

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