Avis Baldwin House

Lee,Very occasionally we receive bookings via one of our online travel agent partners, as was the case with your booking, placed via Expedia, which arrived with INVALID CARD DETAILS, meaning that the booking is completely unsecured.Most of these unsecured bookings never arrive. As in your case, we reached out to you by telephone to confirm your intent to arrive and to confirm your expected arrival time (your ETA was also missing from your original Expedia booking).You confirmed an ETA of 8pm, which is the latest time our check-in accepts Guests. Accordingly we moved our evening food service by 40minutes in order to meet your arrival time of 8pm.When you did arrive at 20.41 we were in the middle of our food service, and had taken the decision that you – like other unsecured bookings – were not going to arrive, as we hadn’t received any further update from you regarding a revised ETA.Please do check some of our other reviews, where Guests have UPDATED us on their ongoing travel issues and have arrived much later in the evening. We have a number of un-attended check-in options available, upto an “extreme” case, where the Guest was arriving from Perth, Australia at 3am in the morning, in this case, we mailed access keys to Perth ahead of their departure.Unfortunately, our competitive rates do not allow for additional reception staff to operate a 24hour check-in service.

I wholly dispute this inaccurate, untruthful, and defamatory review. You arrived in the street at 22:06 and throughout the late check-in process you repeatedly advised me that the online travel agent site you used to make the booking (hotels.com) did not inform you that our property has limited check-in times, when in fact, it is stated twice during their booking process.We have limited check-in times for two main reasons:1)So as not to disturb our other guests (many of whom return time and time again) with the “clatter” of arrivals late at night, let alone the loud arguments that you were pursuing during check-in.2)Our room tariffs reflect the level of service, and so the availability of check-in staff – so you, the Guests benefit from lower tariffs than would be applied if we were to operate as a hotel with 24hr check-in/reception services.Had you contacted us prior to arrival to advise of a late check-in, with a valid reason, then like many of other guests, we can usually accommodate these. However, rolling up after hours, expecting the property to be unlocked and opened is unacceptable.When we realised that there was a risk of you not arriving during our check-in times, like all other cases, we tried to contact you directly. A call was placed to your mobile phone number at: 19:21 however the call was terminated by you prior to commencement.Had it not been for the fact you were travelling with children, then you are correct in assuming that you ran the risk of being denied entry to the property, this again is to ensure that our other guests are not disturbed.I do suggest that next time you travel with your young family that you take the time to read the terms, facilities and access arrangements for your chosen property which should help avoid the ugly scene that you created here at BALDWIN HOUSE last week, which did infact disturb some of my other guests and their enjoyment of their stay here.