Guests often mention quick, helpful booking support and a website that’s easy to use. Many stays include attractive, well-equipped cottages and lodges. A repeating set of complaints points to major cleaning and maintenance lapses, listing details that don’t match the property, and rigid deposit or owner-contract rules. That mix leads to very different outcomes between smooth bookings and those that run into problems.
Examples from available reviews (Dec 2021 – Feb 2026).
Friendly, professional team who quickly resolve queries and issues.
“Very friendly, professional and experienced team.”
Cottage had serious cleanliness and maintenance problems; agency blamed guests.
“Mould in en-suite bathroom”
Cancelled months ahead but lost entire deposit due to inflexible policy.
“I lost ALL my deposit.”
Dog-friendly listing felt misleading; strict rules made stay uncomfortable.
“Definitely not dog friendly!! But tolerated.....”
Reviews repeatedly praise the booking and customer-service team for fast, friendly, effective help. Several guests describe quick fixes and successful rebooking when a property fell through. A smaller group say support stopped when the contract was with the owner, and some accuse the company of poor management.
Value complaints focus on lost deposits, unexpected charges, and strict cancellation rules. Reviewers describe cases where cancellation policies or owner-set fees left them out of pocket. Positive value comments appear only rarely in the sample.
Guests consistently praise the website and booking process for being clear, with accurate photos and simple reservation steps. Several also note prompt, helpful communication while planning. A noticeable set of reviews says some listings were misleading, such as outdoor space or dog-friendly claims that turned out to be wrong.
Many guests describe spotless, well-equipped properties with good upkeep and appealing decor. A clear countergroup reports mould, dog smells, safety issues, and neglected cottages. In some cases, these serious problems led guests to end their holidays early or ask to move.
Many reviews point to quick, useful updates from the booking team and clear property pages. A minority describe uncertainty over whether to contact Norfolk Hideaways or the owner, followed by slow follow-up in those situations. That unclear handoff shaped how some issues were handled.
Reviews split between highly positive stays managed smoothly from start to finish and trips disrupted by cleaning, safety, or contract issues. Positive accounts highlight easy booking, supportive staff, and attractive properties. Negative accounts focus on poor upkeep, misleading listings, and inflexible owner or contract terms.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (3) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Friendly, professional team who quickly resolve queries and issues.
“Very friendly, professional and experienced team.”
Beautiful, high-quality cottage offering seclusion and memorable experiences.
“Can’t fault one aspect.”
Property cancelled last minute but Norfolk quickly rebooked a superb alternative.
“Norfolk Hideaways quickly found some other properties we could potentially use”
Expensive cottage had a treacherous staircase and restrictive rules.
“staircase that was treacherous”
Lovely, well-equipped apartment with excellent helpful service from Norfolk Hideaways.
“Norfolk Hideaways are superb.”
Property had water issues and communication about owner contact was unclear.
“it is the owner's contact details, not the agent.”
Beautiful, modern lodge with excellent location and relaxing decking views.
“We had a fantastic stay at Avocet Lodge.”
Dog-friendly listing felt misleading; strict rules made stay uncomfortable.
“Definitely not dog friendly!! But tolerated.....”
Advertised private outside area was absent, limiting outdoor use.
“Misleading write up about the Barn as said had outside area to sit in”
Norfolk Hideaways responded promptly and relocated us to a better property.
“They encouraged us to move to another property after one night”
Property was unhygienic, unsafe for children, and holiday was cut short.
“the house stank of dog when we arrived”
Cottage had serious cleanliness and maintenance problems; agency blamed guests.
“Mould in en-suite bathroom”
Spacious, beautifully decorated house ideal for multigenerational family holidays.
“A wonderful holiday at Scarrowbeck House.”
Informative website, prompt responses, and a clean, well-maintained property.
“Their websites are very informative”
Cancelled months ahead but lost entire deposit due to inflexible policy.
“I lost ALL my deposit.”
Consistently extremely good, helpful, charming, and efficient service.
“Helpful and charming and extremely efficient.”
Easy booking, helpful staff, and a cosy, well-equipped cottage.
“Easy to book and select properties.”
Bookings team provided excellent help for our walking holiday arrangements.
“Fantastic service from the 'Bookings Team' at Norfolk Hideaways”
Easy-to-use website, accurate listings and prompt, helpful communications.
“The Website is easy to use, the photographs and property descriptions were spot on”
Excellent communication and superb, spotless accommodation that felt like home.
“Superb accommodation! So well equipped. Spotless!”
Owner experienced poor management, inadequate cleaning, and inflated maintenance charges.
“Dishonest, unhelpful and very poor management is a fair description.”
Customer service refused to assist because contract is with property owner.
“There is absolutely no benefit in booking through Norfolk Hideaways.”
Charming large family home with helpful owner and excellent amenities.
“Perfect for 12 of us.”
The Wishing Well Cottage was neglected, filthy, and lacked conveniences. When I came, it took me a long time to clean up both the baby seat and the cot. The mattress is not included.
There are no washing-line pegs or clotheslines. Food and mold had gathered on the straps of the highchair.
The bathroom mat was old and dingy, the mugs were stained, and the flatware was filthy.
Lino in the kitchen looked to be over 50 years old.
The cabin, despite its potential, felt cold and abandoned.
With Norfolk Hideaway's Wells headquarters and fleet of branded Mini Coopers, it's a shame they don't spend some of their money cleaning and updating their cottages.
Furthermore, the photographs on the site are out of current and misleading.
Having our own parking spot, on the other hand, was a huge plus.
We'll definitely return to Well Cottage, but we'll avoid Norfolk Hideaways!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Norfolk Hideaways is a holiday cottage agency serving Norfolk and nearby coastal areas. It lists self-catering places to stay, including cottages, lodges, and barns, with some options described as dog-friendly. The company runs an online booking site with photos, descriptions, and availability calendars on each property page. Norfolk Hideaways handles bookings, takes payments, and acts as the link between guests and property owners.