Norfolkholidayproperties Reviews 3

Do not recommend.
We had a really disappointing experience with Norfolk Holiday Properties.
We arrived at our accommodation and found it to be thick with dust, stained sofas, mould in the bathroom and bedsheets that had not been changed since the last occupant.
I rang the emergency helpline as we arrived at the weekend and so their main office was closed. I was told twice that I would receive a phone call back and I heard nothing. We ended up going out to buy our own bedsheets and cleaning the bathroom ourselves. I finally heard back from NHP on the Monday and they sent in cleaners who changed the bedsheets. However, we were only booked to stay at the property for 4 nights and it took 2 days for the cleaners to come in. It was too little too late for us sadly.
I did email the company to ask for compensation upon our return and they offered us £40. I explained that we’d spent more on buying our own bedsheets but it fell on deaf ears as they said that the property owner had given us some compensation already.
We are a young family who were going for a short break away for the very first time with our 3 month old and unfortunately, it will now be remembered by the poor experience we had with this company. Avoid.

Unfortunately we would not recommend Norfolk Holiday Properties (NHP).
We booked a 3 night stay at one of their ‘new’ properties listed but were left extremely disappointed with the level of cleanliness of the property. Thick with dust, severe mould in the bathroom, strong smell of damp and mildew, bedroom window that didn’t shut, and blood and dead insects in the bedding.
We were travelling with our young baby, and after discovering these issues decided not to stay. We informed NHP via email of these issues at check in, however NHP are now refusing to refund us the full amount for our stay as we didn’t use the emergency phone line instead. Their excuse is that we didn’t allow them to fix these issues, however they couldn’t give me an explanation as to how quickly this would’ve been fixed had we phoned the emergency line.
We explained to them that we found these issues at 8pm, and when travelling with an infant we needed to ensure that she was not disturbed and the best decision for us was to vacate the property and head home.
It feels as though NHP protect the property owners more so than the customers. Their policies and the information provided to customers is extremely vague (probably in order to catch customers out). Would not recommend.

Our holiday was cancelled at the point of us paying the balance. We were told they had sent two emails however we checked our spam etc and no emails could be found. No attempt was made to contact us by phone. A week after being told our holiday was cancelled we are still waiting for the refund of the deposit. No offer of alternative accommodation the same week or compensation was made.
UPDATE: my deposit has now been refunded in full and I received an email from the company apologising, I am therefore amending my rating accordingly. I am still disappointed with the communication, which the company have acknowledged should have been better.