Innkeeper's Collection Norfolk Broads, Horning

Liked · The view, comfortable bed and clean room.

Disliked · This was booked as a special birthday treat for my partner for a night with a trip on a river boat. I was unable to have a shower in the morning as shower tray filled up during my partners shower and was not draining to the point of flooding over the floor and extremely slippery. We were both in our nightwear so unable to go the 2 flights down to the reception and it took 40 minutes for this to drain, by then it was time to pack and vacate the room. I reported the problem whilst putting some luggage in the car and was told they would get maintenance to look at it. As we only stayed 1 night this was not much help to us as we both wanted to be able to use the shower facility before leaving the hotel. The housekeeper who checked us out by taking the key told us she knew there was a problem with the shower for over a week or so. No drinking water available in the bedrooms and the bedroom was very hot!! I complained at the time and after in writing but just keep being fobbed off and apologies for not reading my emails properly, for the price of the room, the customer service and the faulty facility a real disappointment on what was supposed to be a memorable special occasion.

Large, well appointed room with good facilities and a great view across the Norfolk Broads. The fan was a welcome addition in the hot weather.
Staff throughout gave excellent service, friendly yet always professional and were prepared to go the extra mile to make sure our experience was as good as it could be. For example, clothes storage was limited in the room so staff quickly provided additional coat hangers since we were staying for a whole week. The servicing of the room was excellent. On our last evening the manager arranged for us to have a bottle of our favourite wine on the house - a lovely touch and much appreciated. The staff were often rushed off their feet but always managed to smile and make customers feel welcome. We'll definitely be returning soon!

AVOID - In March this year I booked 2 double rooms for a 1 night stay on Saturday 6 August. This was to celebrate a friend's birthday on 6 Aug and also both ours and our friends 30th wedding anniversaries this month. Less than 24 hrs before check in I received an email from the third party booking agent that the hotel had cancelled our booking due to being overbooked. I called the hotel who said it wasn't overbooked it was the fact that 2 windows were broken coincidentally 1 in each of the rooms we had booked, and for health and safety we could not stay! I questioned the coincidence of this event and asked if it had just happened, I was told 1 room earlier in week and the other recently - they were unable to get them repaired quickly, it was on a waiting list! Umm, not buying that excuse; especially since speaking to the third party agent who have it on record that the hotel said overbooked! I suspect it is more likely that they received a higher rate for the rooms directly and could avoid agent fees. Thanks for ruining our weekend that we had planned 5 months ago, and for not even having the decency to call us yourselves!

Excellent staff, friendly polite and helpful. We really enjoyed the breakfast too. The room was very clean, pleasant and quiet. We felt the hotel in general could do with a bit of sprucing up but we really enjoyed our stay.

The building is showing some signs of needing conservation but it is a pleasing environment in the bar/restaurant. The bedrooms are well laid out with modern decoration with impressive en-suites. The food is very good with a varied menu and good wine list.

Location great - I love Horning
I was ignored at the bar too long on trying to check in- I waited over 5 mins then chose to spk to a well build guy clearing plates.
The tubs on bar catching leaks was unpleasant.
My room had issues with no TV arial lead so I was moved rooms.
Quiet location

Staff were very kind and helpful, particularly Vinnie. Room was excellent as was food, view and the oldie world character of the building.

Only minor downsides were the carpet had a noticeable mark on it near the bathroom, which looked like normal wear and tear so not a particular issue and sofa bed would have benefitted from an additional mattress topper of some kind for comfort. Our kids found it very firm.

I also bought gift vouchers to pay for part of our stay and one £30 voucher has not arrived which was a bit stressful - not the staff’s fault and in fact they did every thing they could to help but I still hope the voucher arrives.

My whole stay was perfect from the minute I walked in to the moment i left. A warm cosy pub right on the broads with a lovely clean and comfy room with everything i needed with views to die for. The team were fantastic to match the food and my stay as a whole.