Norfolk Cottages

Lovely company to book with, they have a very easy and simple booking process on their website, with lots of cottages to choose from. We booked Flat 6 Erpingham house, Sheringham. Such a fab little place to stay! We will be going back
Apr 22nd, 2023

Apr 20th, 2023

Apr 9th, 2023

Easy to book with, clear instructions. Just perfect!
Mar 2nd, 2023

Absolutely disgusting customer service, we had booked three nights stay in Holt, on arrival the property was freezing cold, so we put the heating on - the heating then kept repeatedly turning off. On the booking they mention steep staircase but they need to make this bolder and clearer on how steep they really are! I have a 4 month old baby and I struggled to get downstairs in the night to the bathroom holding the baby. So after our sleepless night within a freezing damp cold property where my baby couldnt settle and I was having to use multiple clothing to layer her up, my partner decided to go to Holt branch to tell them the issue- they were great in branch as we said we wanted to relocate as the property was inhabitable for a baby so young it wasnt safe! They told us to pack our belongings and they would have a list sent over in the hour of alternate accommodation- so we proceeded in packing ( we offered to pay the additional amount for a safer property ) once we had packed all our belongings up (I packed everything as you can imagine being our first holiday I wasnt sure what we needed) a woman from customer service calls us her name was Sarah, now this whole time my partner was trying to rectify everything so it wasnt stressful for us etc - on this phone call, she did not apologise and she spoke down to him saying no we wont relocate you our process is to fix it with a plumber he then began to say how hes been to branch and they confirmed they could relocate us- she then began to argue over what branch had said to what she was saying, there was no empathy within her tone used and left the phone call that she would call back once spoken to branch - we then received a text message plumber is booked at 11:30 we then did not receive a phone call until after 1pm which again was Sarah saying Plumber has been, the heating was on freezer setting all fixed you can stay. But we packed up all our belongings as requested to do so and now you are saying the heating was broke/ needed to change setting but she did not again apologise and did not understand we no longer wanted to stay at this property!! This is our first day here and night and we spent the whole day debating if to go home or find alternative ourselves. So now I was worried and stressed about the accommodation I then called into Norfolk Hideaways - now these I HIGHLY recommend!! Mickey in there sent through a short list of what was left available ASAP for us to go to - we then proceeded to explain our difficulties with Norfolk cottages and the service they provided, which was confirmed it was lack of empathy and poor management. I had said the whole time if it was just me and my partner with our little dog we would have been fine but now we are a family and I had to think of the welfare of my families safety especially having a 4 month old baby!! I then requested a refund as we were not staying and they refused relocation, they wouldnt refund us our money and we werent staying due to their failures and services! I cant tell you enough how disgusted I am with them, we tried to be accommodating as much as possible with a relocation and we know these things happen. Thankfully Norfolk Hideaways managed to help us out and find us new accommodation in time - because I requested a call back several times and didnt receive it at all leaving us in limbo with a cranky baby that was not settling. They have caused us nothing but stress and frustration with lack of comms between branch and customer service (how Sarah works in customer service I do not know!!) and we lasted one night in the property and checked out - Ive received no email confirmation that we have checked out even though I had to call them back AGAIN to tell them we had left - this time the woman was shocked in what I had told her what happened and she works there and said they should of accommodated you Im so sorry (the first apology received was on check out!!) I am still awaiting my call back and my full refund for this whole disaster!!! Definitely AVOID.
Feb 25th, 2023