I travel a lot and use Travelodge because it is cheap and relatively easy but their website really annoys me.
It gets worse. The site has no way to complain about broken functionality so I shall vent my anger in public. If you going to not bother doing any user testing or instrumenting your site at least allow users to tell you when it is not working.
I will try Premier Inn next time, they might be better.
Postscript – 23rd May 2012
Although it is not possible to contact Travelodge about the website design when I had a problem with a booking I was able to defeat the online “the answer to your question is this” system and get a message to a real person who fixed the booking in a few hours.
Peter Abrahams said:
I could not agree more. I have seen lots of sites that grey out the submit until the mandatory fields are complet.
The need for feedback is even more important. I have helped author two reports on accessibility ‘Seven steps to accessible web sites’ and ‘seven steps to accessible mobile apps’ see http://www.onevoiceict.org/tools/tools . In both cases one of the early steps is to provide a feedback mechanism.