10/10 Exceptional
6 October 2022
Lovely house, but booking an unnecessary hassle
Estuary View is a beautiful, well equipped, clean and comfortable house. The roof terrace/balcony has great views across the Thames and is a lovely place to sit. We stayed for a short break to visit my old home town - I was born just round the corner. It is close to the old town and to the shops and restaurants on Leigh Broadway. I’d definitely recommend staying here.
Unfortunately the booking process felt unnecessarily convoluted and complicated. I booked the house with hotels.com because I know how straightforward this usually is. When I booked I was informed that my booking was confirmed, I would pay on arrival or departure property and I would be given details of the access arrangements 7 days before arrival. Sadly none of this turned out to be the case. After booking I was contacted by the local management company Sorted Stay at least 5-6 times, each time asking for me for more information, including copies of my ID, eg a passport, asking me to complete forms, sign documents, asking for payment (which they took immediately despite what was said on hotels.com website), and asking for an additional separate deposit. The repeated requests was for different information each time. Their website initially failed to accept authorisation of my deposit, resulting in numerous requests even after I’d paid it. They refused to give details of access arrangements until the day of arrival.
I think they should try to streamline their systems and processes to be more welcoming.
Andrew
Andrew, 2-night trip
Verified Hotels.com guest review