Analysis of Customer Satisfaction at Travelodge UK

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An Appraisal of a Guest Service
Experience
Title: An Appraisal of a Guest Service
Experience in Travelodge Hotel
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An Appraisal of a Guest Service Experience
The Sector within the Hospitality and
Tourism Industry: Hotel
• Hotel or accommodation sector is considered
with the tourism and hospitality industry.

An Appraisal of a Guest Service Experience
• Organisation: Travelodge Hotels Limited
• Name: Travelodge UK
• It is a private limited company under hospitality
industry. They are known for their hotel services in UK.
They have around 500 hotels in market of UK.
• In addition to this, they have around 5 hotels in Spain
and 11 hotels in market of Ireland.
• As per the report of 2018, their revenue is around
£637.1 million and their net income is around £27
million (travelodge.co.uk, 2019).

An Appraisal of a Guest Service Experience
• The organisation offers hotel
services throughout the market
of UK.
• Moreover, they also offer
accommodation to the tourists
of Spain as well as of Ireland.
• Travelodge is able to rent their
hotel rooms in an affordable
price. It helps to attract
customers to use their services.
• This can be considered as their
USP of business.

An Appraisal of a Guest Service Experience
• To provide priority to the requirement of
customers to enhance their satisfaction using
the service of Travelodge
• To introduce the direct booking system. It is
noticed that around 85% sale in is increased
after introducing this process (travelodge.co.uk,
2019).
• Need to bring improvement in the room
facilities (Johnston et al., 2012).

An Appraisal of a Guest Service Experience
• The organisation tries to provide best quality service to the customers. However, many a
times, customers do not feel satisfied using the services of hotel as employees are not
able to pay full attention to the needs of consumers (Vallen and Vallen, 2012).
• In case of Travelodge, they offer their hotel rooms in an affordable price. As a result, all
types of customers can bear their services.
• It indicates that Travelodge tries to maintain average quality of their services.
• Innovation in hotel rooms is monitored such as they provide king-size bed and 17
channels in the television of every room. Thus they make their service setting attractive
(travelodge.co.uk, 2019).
• Employees try to pay complete attention to customers and this kind of attention helps to
feel customers satisfied.

An Appraisal of a Guest Service Experience
• From the review of a guest, it is observed that
customer prefer this place for its setting. Due to its
good situation, demand of this hotel is very high.
• However, carpet on the floor was not clean and bad
smell was recognised in the room.
• Bathroom was clean. It is the good aspect of their
services. Sufficient amount of toilet roll was not
monitored in the bathroom.
• Customers’ requirement was not their main priority
(trustpilot.com, 2019).

An Appraisal of a Guest Service Experience
• From the review, it is necessary to bring improvement in the
rooms; otherwise customers do not prefer to use service of
hotel in an effective manner.
• In order to maintain cleanliness of the room, cutting-edge
technology such as vacuum cleaner can be used (Tesone,
2014).
• Travelodge should include more employees so that they are
able to make the rooms clean properly by changing carpets,
curtain after leaving the guest from the room.

An Appraisal of a Guest Service Experience
• Another appraisal is to give priority to the
requirement of customers (Brotherton and
Wood, 2008).
• In this context, Travelodge can arrange a
calling bell by which customers can call hotel
representative at any time.
• It helps the customers to get on-time service.

An Appraisal of a Guest Service Experience
• Hotel authority also needs to maintain cleanliness in
their bathroom for providing satisfaction to the
customers.
• Sufficient amount of toilet roll is not found in the
rooms of hotels. Therefore, hotel authority should
check the room before allowing the guest to stay here.

Conclusion
• Therefore, in order to draw the end line of
study, it can be deduced that Travelodge
should bring improvement in guest service so
that customers prefer to use their services.
• Employees of Travelodge should provide
attention to the requirement of customers.
Thus, consumers are able to get their products
as per requirement. It provides complete
satisfaction to them

Findings
• Usage of cutting-edge technology
• Cleaning room before allowing customers
inside the room
• Need to provide on-time service to the
customers so that they feel satisfied