Complaints at Travel Inn up by 17%

The number of guests making complaints to Travel Inn staff has risen by 17% since the hotel chain started offering full cash refunds to unsatisfied guests one year ago.

The chain has paid out nearly £1m as a result.

Travel Inn refunds totalled 0.5% of its total revenue over the past year. Sales at Travel Inn for the 26 weeks to 1 September 2001 were £87.9m, according to Whitbread's interim results.

A Travel Inn spokeswoman said the rise in complaints was positive as it gave staff the opportunity to address problems and take action. She said this was reflected in a 25% reduction in staff turnover since last January, when the scheme was introduced. In 60% of cases, staff offered a full refund to guests who were not completely satisfied, and only three guests were found to be trying to claim back their money dishonestly.

The most common complaint from guests was about noise caused by other guests, car alarms and delivery lorries.