Norfolk House

Nice place, comfortable room with good facilities. Mostly friendly staff, and nice breakfast.

Communication, or rather lack of it. I contacted the hotel weeks in advance to book veggie breaksfast - this took several emails - but I finally got a reply with a quote. I also requested a reciept for the booking payment and got no response. When I arrived I was overcharged for the breakfasts (higher than the quote) due to 'a mistake', which the owner refused to refund. Food was good though! In total I had to send 8 emails (no response at all to 4 of these) and make 3 phone calls to finally get the invoices sent to me, weeks after the initial request and days after my stay (fyi - invoices are actually required upon payment). Additionally, out of interest, 2 friends of mine arrived in late afternoon and requested breakfast for the following morning, only to be told, bluntly, "No. You haven't booked."!? - End of discussion -You may be surprised by this response from a business which puportedly exists to provide service and comfort to its clients? Anyway, the room was nice.

I am writing to formally complain about a significant breach of contract and unsatisfactory service experienced during my recent booking at from 16.09.2025 to 17.09.2025. I booked and fully paid for a specific room type: single bed. This was explicitly confirmed in my booking confirmation. Upon my arrival at the hotel on 16.09.2025,I was informed by the hotel staff that my pre-booked and paid-for room was unavailable. The reason given was that the existing guest in that particular room had extended their stay. As a result, the hotel unilaterally decided to allocate me a different room. I was profoundly disappointed and, frankly, shocked by the alternative room provided, which I don't want to explain about it(room no 9) When I requested that I be given the specific room I had booked and paid for, the hotel management declined. Instead of resolving the issue, they suggested I cancel my booking, obtain a refund, and find alternative accommodation at another hotel. This suggestion was completely unreasonable given the circumstances: • Last-minute inconvenience: It was impossible to find another reasonably priced hotel of comparable quality in the same area at such short notice. • Breach of contract: The hotel failed to honor the confirmed booking for a specific room type that I had fully paid for. • Unacceptable resolution: Shifting the burden onto me to find new accommodation at the moment of check-in is a gross dereliction of their responsibility. Legally and ethically, a hotel is not permitted to substitute a booked room without the guest's prior consent, particularly when the alternative is of lesser quality or fails to meet the booking specifications.

Continuation: I am strongly requesting a full refund for my booking. This incident caused significant stress, inconvenience, and disruption to my travel plans. It is imperative that hotel management understands the severity of this issue and implements measures to prevent such behavior from being repeated with other customers. I urge Booking.com to intervene and facilitate this corrective action. As a valued customer, I trust that Booking.com will uphold its commitment to ensuring satisfactory experiences and hold its partner hotels accountable. I look forward to your prompt response and a satisfactory resolution to this matter. Sincerely,

Breakfast, very good, cooked specifically for me. The location was perfect for my stay. Very easy to find

My room was in the coach house/annex. The room was very small. bed mattress very hard. Sheets and towels spotless. shower room tiny, very old, mildew around the base of the shower tray. It was clean but old and very used. Furniture in the room was very random, the table lamp shade was hanging off, I took it off as it was leaning next to the bulb

To be fair I arrived late and didn’t see the rest of the property. Single bed was actually comfortable and it was peaceful there. Lovely owner.

My room was in bad need of a decent spruce up, new furniture, carpet, a good dust to rid the cobwebs and spiders. Bathroom was tiny and very outdated and had some damp issues

Very convenient location and good price

No breakfast option (I’m sure I’ve had breakfast there before?)