The Norfolk Cottage Company - Norfolk

Dina

DO NOT BOOK - TERRIBLE SERVICE - PROMPT AT TAKING YOUR MONEY - NOT IN RESOLVING ISSUES AND THEREFORE RUINING YOUR HARD EARNED BREAK!

We'd booked a break for 2 special birthdays several months in advance. When the time came, the shower started leaking through the ceiling through electrical fittings (scary with 2 small children!) but Norfolk cottages didn't seem to be phased. Simply 'forwarding on' an email without treating it with any urgency. The issue was resolved 2 days later on check out, leaving us with 1 bathroom for 8 people for the majority of the duration.

If this was the only issue and resolved promptly, I wouldn't be writing this, but added to this there were dirty dishes in the cupboards, ant infestation, the cooker didn't fully work - and the workman himself told us 'Oh yes we know about these issues' SO WHY HAVEN'T YOU FIXED THEM?

We're 3 busy doctors who work hard for our holidays with our families and were left sorting logistics and checking emails through our holiday and having workmen interrupt our birthday celebrations when this really should be what we pay our premium for.

So book with Norfolk Cottages if you're happy to live with issues throughout your break, or deal with them yourself. But personally, i understood I'd paid a premium for a quality company and property so that such basic issues are avoided / are promptly resolved. To date the issues still haven't been closed out. They seem happy to take your money promptly but not to help resolve promptly.

A G. U.

DO NOT TRUST THIS COMPANY. Extremely let down by Norfolk Cottages! They have gone back on their word to us. We had booked a cottage for Christmas 2020. Sadly, after booking, my father has been diagnosed with blood cancer which has resulted in him having to have a significant operation (tumour removed from spine / metal rods and screws in spine) and is now unable to walk. Since the cottage has stairs, it is now unsuitable for him.
When calling Norfolk Cottages I was advised that these circumstances would be covered under their refund policy provided we get a form signed by the doctor at the hospital (as if we would make up such a thing to get a refund)
We got the form signed and completed and I sent this back. I hasn't heard anything (presuming all was fine) until today (over a month since I sent the form back) to tell me they will not be giving a refund because of Covid-19. Despite us booking prior to Covid-19. Despite us cancelling before Covid-19 and Despite them telling us they would refund us if we complete the form.
I feel they are completely unethical and, although they say their sorry, could not care less about their customers and will do whatever it takes to get their money.
I would advise anyone thinking of booking with them to stay well away! There are loads of Norfolk 'cottage' websites where you can hire places, so use one of those instead. I know we will in future.
I fully expect some reply full of meaningless excuses or apologies. The fact is they CAN NOT BE TRUSTED!
They even had the cheek to tell me we may be contacted for a request for full payment. I am so disgusted with our treatment that I will he seeking legal advice about this.

delia G.

Fab experience booking through Norfolk Country Cottages -
found us a perfect cottage to stay over the Easter holiday break.
V Friendly. Absolutely loved our cottage, it was perfectly equipped and so so comfy. We have teenagers and a granny but the cottage was perfect for all. Will definitely return :))

Sue S.

Totally disappointed with the service and empathy!
Had to cancel our September holiday week in Seasalt because our cat became seriously ill.
Emailed to start with explaining why we couldn’t go, got a round robin response!
Rang and spoke to Emily who seemed very understanding BUT got an email stating that no credit discount/voucher for next year could be given!! We paid for our holiday £1000 in January-originally going in May, so they have had interest on that money!!
Am extremely disappointed at their attitude-and lack of humanity!

Andrew H.

We stayed at " The Orchard" in East Runton, which is about 1 mile outside Cromer on the coastal road to Sherringham. When we entered the property we were absolutely delighted. The layout, the decor and above the cleanliness throughout. The property was very well equipped throughout, the kitchen equipment was spotless, the bedrooms tastefully decorated and the bathrooms, both spotless, an ideal start. The owners, Julie and Tim came to introduce themselves and answered any questions we had. The location was ideal, the property was as described and our holiday was most enjoyable. When visiting Norfolk in the future we will return without any concerns. For once, a holiday location that delivered on every level and more.

Joanne P.

Stayed as a party of 11 at Swan Lodge Barns in March of this year for 40th and 50th birthdays. The Barns were lovely and I stated so in comments book, but also left some constructive criticism (found rules very restrictive - 2 pages of what you cannot do, dusty/dirty in areas, etc), nothing derogatory. The owner obviously decided to take offence at these comments and decided to keep back our deposit stating we had left the cottage in an unfit state. We called Norfolk Cottages to explain this was not the case. We were not a crowd of “rowdy teenagers”, we were in fact all families (myself 40, my husband 50 and our daughter, my brother and sister-in-law and their 3 boys, my dad and his partner and my mum) and thought that we had left it cleaner than when we arrived as we had to clean the oven and fridge before we could use either. We left everywhere tidy and hoovered just before leaving. My mum spoke to Kim Lovick to explain this and her response was “the owner is a very busy man” and that she supposed that it was “just a difference of standards”, she was altogether very unhelpful and just presumed that we were at fault. The deposit was rightly reinstated immediately. We would’ve happily stayed at Swan Lodge Barns again despite our misgivings as we understand that oversights happen, but after the condescending way that my mum was spoken to by Kim and her unwillingness to help, we would NEVER use Norfolk Cottages again.

anne G.

Beware! The website states that if you want to book during covid and then cancel, they will refund your deposit. Well, good luck with this.

We were due to go away on 21st June. Despite intense pressure from them to re-schedule our holiday , we requested a deposit refund, in line with their stated policy.The communication then ceased - we have heard nothing for 3 weeks. We have lost count of the amount of emails we've sent. The phone rings unanswered for 45 minutes+ (clearly there is nobody dealing with phone calls).
We couldn't even use their website to request a refund; the response we got back was that they are dealing with 'more imminent holidays'! Well, what's more imminent than a trip that was supposed to happen last week?
Thoroughly unprofessional service - they even had the cheek to tell us that our contract was with the holiday cottage, not them!

Janet M.

Norfolk Cottages was so professional, everything was catered for via phone, so there was no interruption from anyone on our stay. We were able to access our cottage without fussy busy bodies, and clear instructions for do's and don't's were available. We will deffinately use Norfolk cottages again. Brilliant