FORMAL COMPLAINT – THE SHIP INN, BURNHAM-ON-CROUCH I am writing to express my extreme disappointment and frustration regarding our recent booking at The Ship Inn, Burnham-on-Crouch. We had booked and paid in fullfor a room including breakfast , Prior to our stay, we informed the hotel that we were attending a wedding approximately three miles away and requested an earlier check-in. This request was refused. Our intention was to return to the hotel before 10:00pm; however, due to the exceptionally poor taxi service in the Burnham-on-Crouch area, obtaining transport proved extremely difficult and beyond our control. At approximately 9:30pm, we received a message through Hotels.com advising that we needed to arrive by 10:00pm or we would not be able to gain access to the hotel. This left us with only 30 minutes’ notice despite the hotel already being aware of our circumstances. We immediately attempted to contact the hotel multiple times to explain the situation and make alternative arrangements, our calls went unanswered. When we eventually arrived shortly after 10:00pm, we found the entire premises closed. The lights were off, the doors were locked, and there was absolutely no means of contacting a member of staff or gaining access to the room we had already paid for. We were effectively abandoned without accommodation. As a result, we was denied access to our room, received no breakfast, and lost the entire value of our booking. unacceptable Not even a phone call or refund

Our stay at the ship inn was lovely. The room was spacious and modern, the bed was really comfortable, the bathroom and walk in shower were delightful. We didn’t have the breakfast as we had other plans with friends. This is a help yourself continental style breakfast, which looked quite basic but perfectly adequate. The staff onsite were very friendly and accommodating. The only thing we found could be improved is the communication beforehand. I had a query and so messaged via Expedia, I also phoned and left a message on their answerphone with my number for them to contact me back. I also emailed them directly. Unfortunately none of my messages were returned, which I did find disappointing and resulted in me feeling a bit anxious about what we may face when we arrived. As mentioned, everything else was all good and we would stay again Detailed information about how to get to the car park would also be helpful as it is at the back of the property down a one way street, which we found by accident.

Clean and great value

Excellent location with lots of charm! The breakfast was simple and sufficient (unless you are gluten-free). The rooms were large and comfortable. Some dust on the lamp shades, etc. but otherwise clean. Staff were very friendly. Very nice bar/restaurant.

Nice rooms in a lovely spot, would recommend.

It was a pleasant stay.. Food was excellent lovely location

Pleasant stay, room was comfortable, breakfast was continental and very basic.

Nice place in a good location. Bathroom needs a bit of a tidy up and the mirror in the room was rather dirty. The real letdown was the breakfast.

Huge room, everything you need for a fabulous stay. Easy check in process, very clean room, loving bathroom & shower. Perfect location

Nice big room lovely front window looking out to the high st

No cooked breakfast continentalonly

Stayed in the William King Room - Spacious room and bathroom which was clean and offered tea, coffee, water and various other things. Plenty of clean towels, robes, slippers. We ate in the restaurant which was delicious. Staff really helpful and polite. Breakfast was fine, toast, pastries, cereal, tea coffee and juice. Free parking. Only negative was the bed. It was really comfy but far too low to the floor, the mattress was practically on the floor. It was awful and would be the reason I would not book again. Other than that it was a lovely place in a lovely market town.

Lovely room, good food and friendly staff.

Continental breakfast was OK - not many gluten free options

Lovely property and rooms in a charming location. Very comfortable. Enjoyed the continental breakfast. We also had our evening meals at The Ship which were absolutely delicious. The staff were helpful.

Lovely room and facilities. Warm and friendly staff. The pub seems a popular place for locals to get together and therefore a great atmosphere. Ate in the restaurant on 2 nights and could not fault. Interesting menu

The whole visit - hotel - staff - rooms - food - all great. Would definitley return

great room great location friendly staff

Molly welcomed us with open arms. She was very attentive to all our needs and

Very comfortable bed, nice shower room. Plenty of towels and a good buffet breakfast. Quiet room, highly recommended.