Terms & Privacy Policy

The Norfolk Mead Hotel – Terms & Conditions


Cancellations must be made by telephone. We do not accept cancellations made solely by email as previously some email cancellations have shown up as spam and remained unread. The date from which the cancellation applies will be the day the cancellation is received by the Norfolk Mead Hotel.    Should you need to cancel a confirmed booking the following cancellation charges will apply, regardless of reason given.

We require a minimum of 72 hours’ notice before the day of arrival otherwise the full cost of the stay would apply.

Should any deposit have been paid this is non refundable.

Guests failing to arrive within 24 hours of the first day of the visit, and having omitted to inform the Hotel of their delay shall be considered to have cancelled their booking and the cancellation charges shall apply.

Guests are advised to take out travel insurance to cover any such incidents that lead to a possible cancellation.

If you require any further information, or wish to make a reservation enquiry, please contact us on 01603 737 531 with the dates you wish to stay.   When making a reservation please supply your credit/debit card details, together with name on card, ‘valid from’ date and last three digits on the reverse of card.  Please note we DO NOT accept Diners Club or AMEX.

Your estimated time of arrival would be appreciated nearer the time, and also whether you wish to make a dinner reservation for your stay with us.

Advance reservation in our dining room is advised.


Please give 48 hours notice for any cancellation or a 50% charge will be incurred. If 24 hours or less notice is given, this will result in a 100% charge for your booking. Please give 7 days notice for any group bookings with 4 people or more or for a booking 120 minutes or longer or a 100% charge will be incurred.

Please make our therapists aware of any medical ailments or treatment that you may be undergoing or have undergone in the past 5 years as this may effect your treatment. For any information on this please contact our therapists via relax@norfolkmead.co.uk or on 01603 737531.


Check in time from 3pm. but please let us know if you anticipate arriving earlier and we will endeavour to have your room ready for you.

Check out time is 10.30 am
Breakfast service weekdays from 7.30 am until 9.30 am and weekends from 8am until 10 am
Dinner service from 7 pm until 9 pm
Sunday lunch served from noon until 2.30 pm


We reserve the right to charge for replacement, cleaning or repair of any items belonging to the Hotel damaged by guests or their pets. In this event your credit card will be charged, without prior consent, against an invoice that will be provided for the cost incurred.


The Norfolk Mead Hotel is a non smoking establishment throughout by law.  Any guest found to be smoking may be asked to leave the premises and may be charged for any cleaning costs incurred.

The Norfolk Mead Hotel, Church Loke, Coltishall, Norfolk, NR12 7DJ



This is the privacy notice of The Norfolk Mead Hotel. In this document, “we”, “our”, or “us” refer to The Norfolk Mead Hotel.

We are company number 08347577 registered in United Kingdom.

Our registered office is at Norfolk Mead Hotel, Church Loke, Coltishall, Norwich, Norfolk, NR127DN.


This is a notice to inform you of our policy about all information that we record about you. It sets out the conditions under which we may process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information.

We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately.

We take seriously the protection of your privacy and confidentiality. We understand that all visitors to our hotel are entitled to know that their personal data will not be used for any purpose unintended by them and will not accidentally fall into the hands of a third party.

We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.

Our policy complies with UK law accordingly implemented, including that required by the EU General Data Protection Regulation (GDPR).
The law requires us to tell you about your rights and our obligations to you in regards to the processing and control of your personal data. We do this now, by requesting that you read the information provided at knowyourprivacyrights.org

Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our business.

The bases on which we process information about you

The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.

If a basis on which we process your personal information is no longer relevant then we shall immediately stop processing your data.

If the basis changes then if required by law we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.

Information we process because we have a contractual obligation with you

When you create an account on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.

In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.

We may use it in order to:

– verify your identity for security purposes
– sell products to you
– provide you with our services
– provide you with suggestions and advice on products, services and how to obtain the most from using our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.

Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable.

We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

Information we process with your consent

Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business, including our products and services, you provide your consent to us to process information that may be personal information.

Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of booking terms and conditions.

Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.

Except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example to monitor the performance of a particular page on our website.

We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.

You may withdraw your consent at any time by instructing us via email info@norfolkmead.co.uk.

Information we process for the purpose of legitimate interests

We may process information on the basis there is a legitimate interest, either to you or to us, of doing so.

Where we process your information on this basis, we do after having given careful consideration to:

– whether the same objective could be achieved through other means
– whether processing (or not processing) might cause you harm
– whether you would expect us to process your data, and whether you would, in the round, consider it reasonable to do so

For example, we may process your data on this basis for the purposes of:

– record-keeping for the proper and necessary administration of The Norfolk Mead Hotel.
– responding to unsolicited communication from you to which we believe you would expect a response
– protecting and asserting the legal rights of any party
– insuring against or obtaining professional advice that is required to manage The Norfolk Mead Hotel
– protecting your interests where we believe we have a duty to do so.

Information we process because we have a legal obligation

We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation.

For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

This may include your personal information.

Specific uses of information you provide to us

Information provided on the understanding that it will be shared with a third party

Our website allows you to post information with a view to that information being read, copied, downloaded, or used by other people.

Examples include:

– posting a review on our page
– clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks

In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.

We do not specifically use this information except to allow it to be displayed

We do store it, and we reserve a right to use it in the future in any way we decide.

Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.

Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at info@norfolkmead.co.uk

Complaints regarding content on our website

We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.

If you complain about any of the content on our website, we shall investigate your complaint.

If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.

Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.

If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

Information relating to your method of payment

We store information about your debit or credit card or other means of payment when you first provide it to us for your reservations.

We take the following measures to protect your payment information:

– Access to your payment information is restricted to authorised staff only.
– If we ask you questions about your payment information, we only show last four digits of the debit or credit card number, so that you can identify the means of payment to which we refer.

We automatically delete your payment information 1 week after your reservation date.

Job application and employment

If you send us information in connection with a job application, we may keep it for up to two years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for three years before destroying or deleting it.

Sending a message to our team

When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need.

We record your request and our reply in order to increase the efficiency of our business.

We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high quality service.


When we receive a complaint, we record all the information you have given to us.

We use that information to resolve your complaint.

If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

Access to your own information

Access to your personal information

– At any time you may review or update personally identifiable information that we hold about you, by emailing info@norfolkmead.co.uk.
– After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.

Removal of your infromation

If you wish us to remove personally identifiable information from our website, you may contact us at info@norfolkmead.co.uk.

This may limit the service we can provide to you.

Verification of your infromation

When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

Other matters

Use of the sire by children

– We do not sell products or provide services for purchase by children, nor do we market to children.
Encryption of data sent between us

We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.

Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust mark in your browser’s URL bar or toolbar.

How you can complain

– If you are not happy with our privacy policy or if have any complaint, then you should tell us by email. Our address is info@norfolkmead.co.uk
– If a dispute is not settled, then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
– If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/
Retention period for personal data

Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:

– to provide you with the services you have requested;
– to comply with other law, including for the period demanded by our tax authorities.

If you require any further information you can contact the Hotel directly on 01603 737531 or via email .