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At The Norfolk Mead Hotel, we are committed to providing exceptional service and ensuring a safe and enjoyable experience for all our guests. We understand that occasionally items may be misplaced or left behind.
This Lost Property Policy outlines our procedures for handling, storing, and returning lost or found items on our premises, including the hotel, spa, restaurant, and grounds.
Reporting Lost Property
If you believe you have lost an item during your visit to The Norfolk Mead, we encourage you to contact Reception as soon as possible. You may report a lost item in person, by phone, or by email:Phone: 01603 737531
Email: relax@norfolkmead.co.uk
When reporting a lost item, please provide a detailed description including the type of item, brand, colour, size, and the approximate location and date it may have been lost. This information will help us identify and verify ownership.
Storage and Retention
Lost property is securely stored in a designated area accessible only to authorised staff members. Items will be kept for a maximum of two months from the date they are found. After this period, if unclaimed, items will be recycled or disposed of responsibly. Perishable items, including food and drink, will be disposed of immediately due to hygiene considerations.
Valuables and Sensitive Items
For high-value items (e.g., jewellery, electronics) or items with personal information (e.g., passports, credit cards), we will take additional steps to protect and return the item to its rightful owner. This may include: Attempting contact using reservation details if the item is clearly linked to a recent guest. Recommending that guests report the loss to the police or relevant authorities, especially for passports or financial documents. Please note: Bank cards and ID documents will not be posted under any circumstances. These must be collected in person with appropriate identification or destroyed securely if unclaimed within the retention period.
Claiming Lost Property
To claim a lost item, the owner must provide a detailed description and, where necessary, proof of ownership. This may include presenting ID, matching serial numbers, or describing specific distinguishing features. If an item needs to be returned by post, we are happy to arrange this upon request. All postal charges must be covered in advance by the owner. The Norfolk Mead Hotel cannot accept responsibility for items lost or damaged in transit and will use a tracked delivery service where possible.
Limitations of Liability
The Norfolk Mead Hotel accepts no liability for the loss of or damage to personal belongings while on the premises. Guests are encouraged to use the in-room safes for valuables and to check their rooms thoroughly before departure. While we take care to safeguard found property and act in good faith to return it, we do not guarantee recovery or return of lost items.
of hotel management. The most recent version will always be available upon request.