“We were unable to take the Brinklet under Wroxham Bridge due to the canopy frame being fixed. This is a great shame, as we were hoping to visit Coltishall. The website shows the frame down. So, we were disappointed to find it was fixed upright. However, the service, as always was excellent.”
“The receptionist who took my call was very friendly and helpful as I had no idea what sort of boat to hire. According to our needs she suggested a picnic boat as it would have a toilet and a kettle and a hob if we needed it which was perfect as we wanted the boat for half a day and planned to have lunch on board. When we arrived we had to wait for quite some time before being shown to our boat as there was only one member of staff on duty, not really his fault we had to wait seeing as there was only him to show everyone the ropes. Luckily we looked in the cupboard before we left as there were no mugs for us to have a hot drink so my friend had to go and buy some before we set off. When we stopped for lunch we went to make a cup of tea but there was no gas as the gas bottle was empty and the handle of the kettle was broken so we wouldn’t have been able to use it anyway, there was no cutlery either, in fact the boat was not stocked at all with anything useful which we had paid extra for, we might as well have just booked an ordinary day boat🙁We mentioned this to the member of staff upon return and he said that it should have been cleaned and stocked the day before. Clearly this didn’t happen so for future bookings, might I suggest an inventory is done before the hire to avoid any further disappointments.”
Hi Helen
Thank you for your detailed feedback – and I’m really pleased to hear our receptionist was helpful in guiding you to the right type of boat. It’s just a shame the rest of the experience didn’t follow through as it should have.
You’re absolutely right that there were some things that should have been better prepared. The empty gas bottle and broken kettle are not acceptable, and the boat should have been properly checked before your hire. I’m very sorry that this wasn’t picked up and that it impacted your day.
It also sounds like there was some confusion around what is included on board. We don’t provide items such as mugs, cutlery or crockery on our day boats, and we try to make this clear on our website. However, it’s clear from your experience that this wasn’t communicated properly at the time of booking, which is something we’ve now addressed with the team.
You were also very understanding about the wait on arrival – thank you for that. As you spotted, we were a bit stretched that day, but that’s not how we want the start of your day out to feel.
We’ve taken your suggestion on board regarding pre-hire checks, and we’ve already reinforced these processes to make sure every boat is fully ready before guests arrive.
Most importantly, I’m really sorry your experience didn’t match what you were expecting, especially when you’d chosen a picnic boat for a special day out. If you’re happy to, please do get in touch with me directly at sara@barnesbrinkcraft.com and I’ll make sure we put things right for you.
Thanks again for taking the time to share your feedback – it really does help us improve.
Sara
Barnes Brinkcraft
Hi Carolyn,
Thank you so much for taking the time to leave such honest feedback – it’s genuinely appreciated.
We do have a search facility on the website where you can type in the boat name and it should take you straight to the right page. Alternatively, this page shows all our boats in one place – just scroll down to find the one you were looking for:
https://www.barnesbrinkcraft.co.uk/norfolk-broads-boating-holidays/boat-hire/
Your comments are really useful and help us spot where things could be clearer. If you’re happy to, Sara (our marketing person) would love to chat this through in a bit more detail. You can reach her at sara@barnesbrinkcraft.com
– she’d be delighted to hear from you.
Thanks again for helping us improve 😊
Best regards,
The Barnes Brinkcraft Team
“Office staff weren’t really interested when I reported a few little faults that we had with the boat we had, she didn’t even write down the issues or the name of the boat, it probably went back out on hire without the faults being addressed.”
“The jib sail was a nice property but it had not been cleaned properly. There was old webs with flies in the the single beds in the roof were bad you could feel the springs in your back, so much so we left to go home early Thursday evening instead of Friday. The ovens were not clean either.”
“Was a pleasant experience although it was extremely cold in the bedroom even with the heating on.
Couldn't find a 1st aid box on board. The plastic back door to the boat was needed for the dog & didn't fit properly. But all staff were very helpful & polite.”
Thanks for the honest feedback Simon
To anyone else hiring a boat and finding that they are too cold, please give us a ring. We may well be able to rectify this issue with a visit from our engineers whilst you are moored up on the bank. And at the very least, we can bring out extra bedding.
There are no first aid boxes on board our boats. As we are no longer able to provide them
All the best,
The Team at Barnes Brinkcraft
Thank you for your feedback. We’re sorry the bed wasn’t as comfortable as you’d hoped and that you had an issue with the heating — we can usually sort that quickly while you’re out on the river, so please do give us a call if it happens again. We’re pleased our engineers were able to help promptly when you needed them.
“Good location, easy to park the car. The boat in my opinion ( Royal Velvet II ) needs some money and TLC spent it felt and looked from it years of use, tired and dated, but was fit for purpose. A couple of days of work and about £500 to a £1,000 spent would significantly improve it.
One particular point to note for future clients is to make sure that the black water ( that’s the toilet ) tank is definitely empty before you leave, after just 3 days and with only 2 people on board it was evident it was full, in other words Brinks had not pumped it out prior to our departure.
We were over 4 hours away from Brinks so logically decided to have it pumped out at the nearest point at a cost of £20.00, ( receipt provided ) when we returned the boat I requested that the £20 be refunded and a staff member attempted to tell me that they don’t “normally refund pump out costs, and that we should have - 4 hours to get there remember - have returned to the Brinks location to have it pumped out FOC !
My answer was simple - no thanks, ludicrous waste of fuel and YOU make sure it’s empty BEFORE we depart, I got the refund but it should have been refunded without any discussion or a semi lecture.
Would I use Brinks again? Probably not due to the above.
With all that said all the staff, but one, were friendly, helpful and as would be expected.”
Hi Vince
Thank you for your honest review. We do try to be quite open about the fact that toilets will need to be emptied part way through a holiday. This is the information provided in our FAQ, I am only sorry we did not make that clearer on your handover
Will I need to have my toilet pumped out? (sewage tank emptied)
We recommend a pump out every 2 to 4 days. Boatyards will charge for this.
The sewage tank will be empty when you collect your boat The rate it fills up will depend entirely on how much it is used. You may find it helpful to use shore-based facilities where available.
All the best,
The Barnes Brinkcraft Team
“Boat clean but toilet small and cramped, shower not good. Height of boat had been raised from near steering wheel. Seats hard and uncomfortable, all in all needs either taking out of service or updating .”
Hi Jean Many thanks for your feedback, unfortunately I can't tell which boat you were on. if you could let sara@barnesbrinkcraft.com know which boat we can look at dealing with it. That said, bathrooms on a boat are always on the small side - unless you are lucky enough to be on a proper gin palace !
“Our boat was very tired and old but it got us around ok. Handover was ok but we didn’t get told about where the water tank was. As we have been canal boating before we worked it out but novices may not have. Reception staff were quite abrupt when we asked for towels as we thought we had paid for them but were told that they were only provided on elite boats. They agreed to give us some but were quite dismissive about it. Thankfully the lady who gave us the towels was very friendly when she brought them out to us so that made up for it. The Broads were very busy despite being out of school holidays and moorings were at a premium. Wouldn’t return and not sure if we’d use this company again.”
Hi Paul
Thank you for sharing your feedback. You were on one of our older boats, which are kept at a lower price point but still maintained to get you around safely. We’re sorry the handover didn’t include pointing out the water tank – we’ll remind our team to cover this, as it’s especially important for first-time hirers.
On towels, we’re clear on our own website that they are only included with our Elite boats, but it sounds like you may have booked through a third-party supplier, and we’ll check they are conveying this message clearly. We’re glad our team member was able to help get some to you in the end.
September is as busy as August on the Broads, and moorings outside popular pubs do get very full. It’s often worth using the mooring app to find quieter spaces a short walk from the pub, which can make for a more relaxing evening stop.
Thank you again for your comments – we’ll use them to improve.
“Every thing was brilliant but the smell from the toilet was awful! We went to pottery higham and had it pumped out! We also bought a chemicals that’s for boats and thst didn’t help ! It made me feel sick and kept heaving every time I needed to go ! It stuck the boat out even if you just had a wee ! Won’t go on that boat again
Was out second year with the same boat , can’t remember it being thst bad last year !”
Hi Janet - I am so sorry to read this. It really should not smell like that. We would have advised the pump out but if it still smelt we would have dealt with it whilst you were on holiday
“Booked RHAPSODY 1 for a family birthday, collected it on time went for pre test ,was a fault with it ,had to have new batteries eventually left the marina late, there was some more issues later with the boat, smell coming from the WC,s no hot water from solar panels had to use the generator all the while,cost us more in fuel . The weather was amazing.backwards thrust gave up in the end of the holiday,.we had a lovely holiday though. Sadly It's not up there with the Elite boats now .a review 2weeks previously had issues with the boat.staff were polite and friendly .”
Thank you for your feedback. We’re so sorry for the issues you experienced with Rhapsody 1, especially on such a special trip. This isn’t the standard we aim for. We’re glad you still enjoyed your holiday and found our staff friendly, and we’ll make sure the problems you’ve mentioned are addressed.
“Firstly, the staff were excellent and very helpful. We were disappointed with our Elite serenade 3 cruiser. It was tired and grubby. I dread to think what the lower grades of boat were like!The cushions were stained from people standing in them. The bed frames supporting the heavy mattresses were dirty underneath. The beds were uncomfortable with hard foam mattresses. The linen was good and clean. The kitchen was adequate & clean . The toilet seats were stained yellow. We would not recommend this boat as the only person who could see anything outside ( unless you were standing)was the captain..
Seating inside was low so it made the whole experience feeling enclosed. When the weather allowed, we opened the superb sliding roof but this still limited our view as the seating was so low. The broads were stunning . Navigating the broads & the boat was a challenge which was at time stressful but really enjoyable”
Thank you for your feedback. We’re really pleased to hear that our staff were excellent and that you enjoyed exploring the beautiful Broads. We’re very sorry, however, that the Elite Serenade 3 did not meet your expectations. The issues you’ve highlighted with cleanliness, comfort, and layout are not the standards we aim to deliver, and your comments have been passed to our operations team for review. We do understand that boat layouts and visibility can vary, and we’re sorry this particular cruiser wasn’t the right fit for you. We really appreciate you sharing your experience and hope you’ll consider giving us another try in the future.
“I booked a 4 hour day boat for bank holiday Monday. The booking process ran very smoothly. We arrived in plenty of time to collect our boat for 10.0.clock..we couldn't park anywhere for free so had to find a paying car park which was annoying. We then started queuing at the shed..the queue was so slow that we did not get on our boat until 10.45..we asked what time we had to be back an was told 2.0.clock which means I paid £110 for a 3 hour trip..this is most annoying. The boat was lovely and the lad giving instructions was very helpful but I am cross as I felt it was not really worth the money”
Thank you for your feedback. We’re really pleased you found the booking process smooth, the boat lovely, and our team helpful. We’re sorry you experienced delays getting on board – on busy bank holidays it can take us longer than usual to get everyone away, and in this case we weren’t able to extend your time on the water as the boat was needed straight after. Our FAQs do highlight parking options when our own car park is full, but we’ll review how clearly this is communicated. We do appreciate you taking the time to share your experience, and we’ll look at ways to improve for the future.
Thanks Richard
We have a variety of hire boats available for dayboat hire - each with their own pros and cons - it might be worth trying one of our electric boats, they are quieter
“The boat was grubby - looked as if the inside needed a good deep clean. The fridge was dirty, toilet was grubby and didn’t flush easily.
I understand these are daily rentals and in peak season are out constantly, but for the amount charged for rental I expected a higher standard - I was not impressed.”
Hi Dean,
Thank you for your feedback; we truly appreciate you bringing these concerns to our attention. We understand that cleanliness is paramount, especially when it comes to our boats. We're sorry to hear that you found the interior, fridge, and toilet not up to standard during your stay.
We take pride in our service, and your comments will help us improve our cleaning routines to ensure all our boats meet the high standards our guests expect. We sincerely hope you’ll give us another chance in the future and that your next experience will be much better.
Warm wishes,
Team Barnes Brinkcraft
“As a family of five plus one pup we were really looking forward to our long weekend on the Broads celebrating my sons big birthday.
We were told to be there between 2pm and 5pm to pick up the boat. On arrival at 2.30pm I was informed the boat wasn't ready and could we go for a walk and I would be contacted by phone when it was clear. A call never came so at 4pm we headed into the office only to be accused of not answering my phone ( they had attempted 3 calls....all of which I never received!)
The lady in the office dealing with us was somewhat lacking in personnel skills and came over as passive aggressive. The office seemed very chaotic.
We were told to make our way over to where the boat was moored and someone would come along and show us the essentials.
Eventually, 45 minutes later, a young man arrived and was so in a hurry to show us 'the ropes' because they close at 5pm!
I had to point out that I'd ordered a rowing boat and that wasn't attached.....hence more waiting whilst one was brought round.
So eventually we set off at 5.30pm
The first night the bedroom lights wouldn't turn off so we had to sleep in the main lounge area. We reported it the following morning and it was easily remedied. If we were told that this is a common occurrence and where the fuse box was located this wouldn't have been such a problem to us.
The boat itself was Serenade 1 and in the elite group. It was well equipped and very clean although both shower/toilet rooms were very smelly. Good to handle and had no problem with the steering of it.
Returning the boat went very smoothly although the attitude in the office was still frosty.
Such a shame that customers are not treated with more respect, especially as I paid a substantial amount for what was a 3 nights stay. So, to the owners of Barnes Brinkcraft.....please sort out your office staff in particular. They are the face of your company and are sadly lacking in how to deal with people.”
Thank you for taking the time to share your experience, and we’re so sorry your special family weekend celebrating your son’s birthday started off on such a disappointing note. We try our very best to have boats ready on time and to make the handover a smooth and enjoyable part of the holiday, so we’re really sorry the phone call didn’t connect and that your trial run felt rushed – this is something we’ll address with the team, as it’s such an important part of the experience.
We’re glad to hear you found Serenade 1 clean, well-equipped, and easy to handle, though we apologise again for the smelly bathrooms and the issue with the bedroom lights. For others, please do let us know during your holiday so we are able to remedy this as soon as possible
Your comments about the reception you received in our office are concerning, and we’re sorry if you felt unwelcome. Most of the time our office team are praised for being friendly and helpful, so we’ll take this feedback on board to make sure we consistently provide that same warm welcome to every customer.
“I don't want to throw the wrong light, but there were several items to be mentioned.
The boat couldn't be picked up until mid to late afternoon as per the site, however by the time you get sorted and start your travel, the selection of available stops becomes slim.
Added to the fact that it is recommended to be "parked" for the evening minutes after receiving the boat. Curious that the closest "town" for the evening is 1.5 hrs away at posted speed limits.
I realize there are several ways to approach this, some notes may have been beneficial.
This particular boat was basic in all it's offerings but sufficient.
However, as much as i don't mind a bit of uncleanliness or spiders, the boat suffered both.
Added to the basics of using the kitchen, the gas range without any spark options was odd.
A lighter or matches would have been helpful.
Thankfully I had stuck a lighter in a pack or we would have had a long way to go for tea.
The "morning" of the return was odd at best, as we were met with a brisk "get up and out" although we had the day left on our rental. No questions, simply get out. Hmm.
The general tone of all staff was dry at best.
All in all, the adventure was ok, but not the glorious wander through the Broads that was anticipated.
Good luck to future travellers and don't forget your lighter.”
Thank you for sharing your feedback. We’re sorry to hear that parts of your experience did not meet expectations.
To clarify a few points for future travellers:
Boats can be collected mid to late afternoon, and many guests choose to spend their first evening moored in Wroxham rather than travelling on. Our FAQ includes suggestions for this, including local pubs and places to eat if you don’t wish to cook on board.
Matches are always included in the welcome bag for lighting the gas hob.
If there are ever any concerns about cleanliness, we ask guests to let us know right away so our team can put things right.
Return times are 9am, as noted in the handbook, trial run letter, reminder emails and FAQs, to allow time for a full turnaround before the next holiday.
We’re pleased you still enjoyed the adventure, and we’ll use your comments to help us improve the guest experience.
