Good afternoon I4636PTchrish,
Firstly, I'd like to thank you for taking the time to share your feedback with us. Feedback like this is important to help us understand where we may need to improve, and to make those changes.
Unfortunately, we did face some challenges over the weekend you stayed with us and I apologise that this has impacted your stay. Out of our three lifts, one is currently being refurbished, and the second was temporarily out of service over the weekend, only leaving us with one working lift. Our lift contractor was onsite shortly after this outage but unfortunately we were waiting on a part which they weren't able to get in until this morning. This lift has since been repaired. Secondly, our hotel operating system faced several issues over the weekend effecting most hotels part of our group. Our IT Team was working tirelessly throughout the weekend to get this back up and running, but it was a case of bad timing with majority of the server issues arising during our busy check in period, which has resulted in a longer than normal check in process.
We will also be meeting with our Housekeeping Team leaders to discuss feedback from the weekend, and help us improve as we start to ramp up again, after being quiet during COVID.
I'd like to once again apologise for the experience you've had for your most recent stay, and I'd like to assure you we strive for providing our guests a comfortable and clean stay. Your feedback will help us improve on this.
If you are in Sydney again, we would love to be given a second chance, to show the true Travelodge experience we wish for all our guests to have. Please feel free to reach out if you'd like to discuss anything further.
Thank you once again and I hope you have a good day.
Kind regards,
Liam Schutz
Assistant Hotel Manager