This week’s Mystery Shop took me out of the county as I tested out the Customer Service at Travelodge Heathrow Terminal 5. Only me could stay in an airport hotel and not actually be going anywhere but still never mind, it was a chance to experience something a little bit different and to see how Travelodge fares with taking care of the more discerning four legged type of customer such as privilegedpup!



Friendliness of Service 9/10

I always worry when I visit somewhere that’s part of a chain, almost as if they are going to have just a standard approach to things and that the experience will be that touch less personalised. However I was warmly greeted by the receptionist who was equally as happy to meet privilegedpup aka Barney who was very much looking forward to his stay! There was good eye contact from the receptionist whilst checking in and she seemed very happy to help in any way she could. The assistant on duty at breakfast the next morning was also very polite and friendly but didn’t seem as eager to be of assistance.

Efficiency of Service 9/10

Check in was simple and quick. I asked about how to organise parking and was given thorough and accurate instructions. I don’t know about you but for me it has to be idiot proof as sometimes there are too many options on parking machines and too many buttons to press! My key card typically didn’t work for the lift so I had to go back to reception. Initially no one was behind the desk but when the receptionist appeared, the issue was quickly dealt with and I was soon on my way up to the room with my bag and that of Barney’s which is always twice the size of my own! My room card luckily worked to grant access to the room so I didn’t have to make a second trip to reception. The next morning I went down to collect a light breakfast as Barney wasn’t allowed into the food area so thought it was unfair to leave him for long while I drank my body weight in coffee. I was given information I needed with regard to the breakfast items I could choose and payment was taken without issue. Checkout was also hassle free. In fact I would say that the overall service from Travelodge was excellent from booking online to departure.



Speed of Service 9/10

There was no one in the queue when I first arrived to check in but after I returned because my key didn’t work in the lift, I had to wait because two more guests were checking in. However the wait was thankfully not a long one. The next day there was no one at reception when I checked out. The whole process of checking in and out had proved to be very easy. Service at the bar in the evening was a little slower but at least there was no long queue at the bar otherwise it could have been quite a wait!

Quality of Product 8/10

What I like about Travelodge is that you know what you’re getting. However just because it’s a standard product doesn’t mean that it’s standard service. All staff I came across were working hard and were very efficient. The room price of £31 with a 10% discount via the vouchercodes website was very reasonable as although it’s not the Ritz the room had all the comforts you would need such as kettle, tv and large comfortable bed. You can ask if you need a hairdryer or an ironing board but being the epitome of efficiency I am, I didn’t require either. There was plenty of room for me and Barney and we had a very good night’s sleep. The cost for a pet is £20 per night which is a bit steep but other than that, I thought it was good value.



Overall experience 9/10

Staying at Travelodge was the budget experience I expected in terms of facilities as it is just very functional and it’s not the most attractive of buildings. I was able to walk Barney in the morning but it wasn’t ideal. However I didn’t choose the hotel with Barney in mind, he just happened to end up coming with me. I chose Travelodge Heathrow Terminal 5 because it is very conveniently located near to the airport, there’s parking and it’s always been a good budget hotel to stay in. This was no exception. There was no element of luxury but it never professed to offer that in the first place. I would be happy to stay there again with Barney and would definitely recommend it to others.

How about you, what’s your budget hotel of choice? Does budget hotel necessarily mean budget service?

See you next week! Cin cin!

Lady Janey x




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