The Riverside Chelmsford

This was our second visit, after staying last year, when we found it a perfect place. This time, in the same room, the mattress springs were coming through and made for a very uncomfortable night's sleep. I also noticed there was no mattress protector. The mattress needs replacing ASAP, then it will be perfect.

The whole pub and room were perfectly clean, and the staff were friendly and accommodating. I had a great dinner too: calamari, a burger with chips, and a delicious chocolate brownie. It's close to the city centre and the prices are very reasonable. The pub itself is lovely, and the rooms are stunning, old-fashioned in style but somehow still modern. I gave four stars because I could hear a lot of noise from above. Someone had the TV on late and then made a late-night phone call, speaking loudly enough that a phone hardly seemed necessary. Maybe it was a one-off, and I know I'm being very critical, but the stay was brilliant. I'd definitely recommend it. Thanks for the lovely stay.

Ruby and the team gave me a very warm welcome and great hospitality today. I came to get some work done and really liked the historic building overlooking the river, with plenty of seating for groups large or small. There are letting rooms upstairs that look clean and comfortable, along with an upstairs bar and function area. The huge patio should be ideal when the warmer days arrive. I also like being able to see into the kitchen from the dining room; it gives me confidence that the chef has high standards. Thank you, and hats off to Ruby! (D) 😎

In response to your reply, I want to be clear that I didn't threaten to “bad‑mouth” the business or ask you to bend the rules. I was trying to reach a fair, amicable outcome and maintain a positive relationship. I also attached Booking.com’s response, which said they had contacted you to help arrange a refund. I'm extremely disappointed by Riverside Inn's lack of response to my letter about cancelling because of sudden illness. I explained what happened and asked for a goodwill gesture or refund, as Booking.com advised. Management first said it was out of their control and blamed Booking.com’s automated service, then didn't even acknowledge my follow-up. As a long-standing customer who often recommended Riverside Inn, I find that disregard unacceptable. Businesses that value customer loyalty should answer reasonable requests, especially when circumstances are beyond a customer's control. The silence makes it seem that customer care isn't a priority. I'll no longer book there and will advise others to reconsider as well. I strongly suggest Riverside Inn improve its communication and show more empathy and flexibility in exceptional circumstances. A simple acknowledgment and willingness to help would go a long way toward restoring trust. If I could give Riverside Inn no stars, I would.