Norfolk Arms Hotel - Sheffield, United Kingdom 

We have recently stayed on a two night stay at this hotel as its location was excellent for exploring the peak district. The views and quite location was amazing, although only a short drive into the centre of Sheffield for shopping etc. The hotel had several log burning fires which were so welcoming after long walks, the staff were exceptionaly friendly, the bedrooms very comfortable and clean. We inteded to eat out on the second evening, however, the meal on the first evening was so good we stayed at the hotel for the second night. The fish pie was amazing and deserts to die for. If you are looking for a small quiet, friendly hotel with excellent food and service this is the place, we cannot wait to go back.

I made an Internet booking in September 2007 and received a detailed email confirmation with a unique booking reference within 10 minutes. Only 2 days before we were due to arrive, I received an email from the hotel informing me that they had cancelled my booking. I telephoned to discuss this and was unfortunate enough to speak with Claire, who had sent me the email. She merely reiterated what had been said in her email, that the booking was cancelled, the explanation being that their software supplier was to blame and consequently it was nothing to do with the hotel. When I suggested that they might like to take some responsibility for their supplier’s error I was then told that the problem was really ‘The Internet’ and therefore no-ones fault. Instead of a helpful resolution to their problem I was merely a)Offered the telephone number for the Maynard Hotel. b)Given the advice that I should avoid the Grosvenor as it is awful. This is far and away the most unprofessional response that I have ever received from any hotel. The blatant attempt to excuse themselves from blame and wriggle out of any responsibility would have made even a Government Minister blush. I doubt that The Norfolk Arms will feature high on my choice list next time.