A guest at the Travelodge London King’s Cross Royal Scot hotel reported being forced to relocate in the early hours of the morning due to overbooking, leading to distress and inconvenience. The incident occurred in late July when the guest, identified as MJ from Hythe, and her husband, who has heart disease and dementia, arrived at the hotel around 11 p.m. after prearranging a late check-in.

Despite confirming their late arrival with the hotel earlier that day, upon arrival they were informed that their reserved room was no longer available. The hotel reportedly attributed this to an overbooking situation linked to a nearby football match. Two other groups faced the same issue, resulting in them waiting in a crowded lobby filled with football fans. The couple was ultimately moved to a Travelodge in Shoreditch after 1 a.m., several hours after their scheduled check-in. MJ said the relocation caused considerable distress to her husband and left her exhausted, particularly as they had chosen the King’s Cross location for its proximity to their early morning Eurostar departure.

Travelodge initially denied that overbooking was the cause of the problem, attributing the room unavailability to an “unexpected maintenance issue.” A company spokesperson expressed regret for the lack of prior notification of the issue. The hotel stated that MJ’s complaints were mishandled due to an internal administrative error, which they described as unacceptable.

Following public attention to the matter, Travelodge refunded the full £179 cost of the original booking and awarded an additional £200 in compensation. MJ reported that she had sent two formal complaint letters prior to involving the press, but she received no acknowledgment or response from the company.

The incident raises questions about the handling of hotel reservations during major local events and the communication protocols for guests affected by last-minute room cancellations. Travelodge’s customer service response suggests efforts to rectify the situation, though the guest’s experience highlights ongoing concerns regarding overbooking practices and support for vulnerable guests.