Bawn Lodge

As the manager of Bawn Lodge I would like to first apologise for any mix up that may have occured. When this matter came to my attention i was very suprised how it could have happened. The information that this guest provided regarding when the call was made to ourselves and the person they spoke to did not match any of our staff for this time. The guest also said that they could not remember who they booked through or where they stayed instead. This suggested to me that the guest may have phoned a different guesthouse instead of the Bawn Lodge resulting in no record of the booking being found. When contacting active hotels they informed me that a confirmation letter had been sent to the guest when the booking was made and there was also clear display of the booking on our system. As Active hotels / Booking.com took this reservation both ourselves and the guest in question have to abide the terms and conditions set forward by this third party. For this reason i had no other option but to take part payment as laid out in their regulations. I can fully appreciate the upset and inconvenience this had caused this guest and as a sign of good faith, if the guest would be able to show a phone record showing her phonecall to ourselves we would be more than happy to refund the guest in full.

As the owner I strongly deny being drunk and would refer readers to our other reviews regarding our behaviour to guests.This was an office party of five that stayed for five nights. On the fourth evening around 5/6 pm it was reported there was a wet patch on one of the beds. This was only evident when the duvet was pulled back and there was no sign of water on the ceiling. I apologised and replaced the mattress. The following evening around 10pm the same mattress was reported as being wet. There was no sign of water leaking from anywhere. I apologised again and offered a single room to the guest as I had no more spare mattresses to hand. One of the young men become quite confrontational and said this was not good enough and they would sort it out in the morning when they were leaving. I checked the account and saw they had a bill of £850 to pay and they were due to leave at 8.30am, I then checked the credit card they had supplied and came up as invalid. Previously this card had been used to take a £50 deposit. I became concerned at this point and so we asked for immediate payment which was duly paid with another credit card. We made a £50 deduction for their inconvenience and charged £800. I was happy to take this at this point.

Glad the guests enjoyed their stay. Can't understand how there was any UHT milk out at breakfast. We have two vacuum flasks for fresh milk and orange juice for guests to help themselves. I can only imagine that some other guests must have brought them down from their room and left them on the self-service bar.