The Grove Hotel in North Norfolk

We stayed here with our young family in January this year. My wife has reviewed the hotel below, titled “disappointing”, this was mainly due to the lack of communication prior to and following our stay. The below response it to the managements response from her post, as I am unable to respond directly and his response was inaccurate. Hi Richard/Chris, Thank you for such a prompt response. I expected that I would receive a reply to a public review. As stated, I did complete the feedback and sent a follow up email and have still not received any personal correspondence from you, including in my spam, however, I have received regular spam emails from the Grove. It may be worth checking your spam box for my feedback, as I said, it was completed promptly. As feedback was requested on multiple occasions following our stay, I hoped that it would be used productively, to improve your service. My review was factual, and you have now also demonstrated that not only are you not interested in your guests’ opinions, but you are also rude and condescending. We received the initial confirmation on booking but no follow up emails, apart from as mentioned above, spam. The booking email promoted the restaurant with no mention to the restaurants being closed and only stated that the breakfast included was for ‘reservations made directly through us (including our website) include breakfast as part of the nightly rate)’. The fact that the restaurant is closed for the first three weeks of January was obviously not clear on your website as that is where we booked. It would be helpful to make the booking email clearer or specific for the cottages and to include the closure of the hotel and restaurant during January, to prevent disappointment. Clearly the bathroom has had a hard 12 months. As mentioned on the feedback, I called the morning of our trip as we were concerned that we had not had any correspondence. The receptionist advised that there was one slot left for swimming, which we were advised to book, the Saturday or Sunday was fully booked and the other day had 2 slots. The day that we left we had to swim before 8am as it was booked out for school swimming for the rest of the day. Anyway, once again, Thank you for your rude/sarcastic response Richard/Chris, I feel that you have confirmed to any guests questioning your ethics, that they are in fact, quite poor. As advised in the feedback, the staff that we met were friendly and welcoming, I hope that you treat them with more respect that your guests. BW