Travelodge has begun an investigation after a woman who checked into a hotel room in Gateshead said she found the words “I’m going to rape you” on the TV screen.

The woman, who does not want to be named, was staying at the Whitemare Pool Travelodge on Wednesday, when she found the message. In a tweet, the woman said: “Thanks @TravelodgeUK as a woman staying alone in one of your rooms this is great. Check your tv welcome messages.”

The hotel removed the words, apologised and gave her a refund when she informed staff.

Following the apology, the woman tweeted her appreciation: “Shout out to @TravelodgeUK for taking what I posted yesterday seriously and doing all they can to put a stop to the sick sado responsible.”

Travelodge said it believed that someone might have used the TV manufacturer’s code to change the settings. A spokesperson said the hotel’s TV screens did not usually carry any sort of message.

The Whitemare Pool Travelodge confirmed that a customer had notified the hotel of the unauthorised message. “We have already been in contact with the customer involved and apologised that such a message could appear,” it said. “We take the security of our guests and our systems very seriously and while this is an isolated incident, applicable to only one room, we have consequently launched a full investigation with our television supplier.”

The hotel said it reaffirmed its guidance to staff about checks on the status of TVs in its rooms. The police are not involved in the inquiry, Travelodge added.