The Swan Hotel

What a lovely friendly place. Stayed here two nights the breakfast was one of the best I have ever had. Clean rooms friendly staff great location. See you again soon.

RUDEST SERVICE EVER.Monday 24th July evening.On arrival there were just two tables of two waiting for food Ordered and paid for a quick meal and drink. 10 mins later I had to ask for my drink. After a further 20 mins, during which time only one table had received their meals, I went to the bar and said that I couldn't wait any longer so could I be refunded for the meal. She disappeared and returned 5 mins later say that someone would come and sort it. After a further 5mins at the bar, during which time only one other customer came into the pub, I was told again. After a further 5mins another girl appeared who proceeded to play with the till screen. After another 5mins of waiting I asked what the delay was. The answer was that she was trying to find my payment, (even though there had only been one other customer since). This girl then asked the first girl to find it. Whilst she was playing with the screen I asked why it was taking so long. This second girl then said IF YOU ARE GOING TO HUFF AND PUFF

We had a family reunion this week and had a meal at The Swan. Really great food, reasonably priced and a lovely situation right next to the River Avon. Very attentive staff. Would recommend without hesitation

What an amazing weekend!The staff were incredible under the circumstances and how busy it was.Management were amazing with the staff and customers and big respect given to them for stopping service for 10 minutes to allow the hardworking staff a well earned break. We over heard a customer complaining about this and all I can say is shame on you and well done to the young owner who handled the situation perfectly and all customers, who actually understand, we’re singing your praises.Everyone was rushed off their feet all day and they were struggling with technical issues but everything was handled really well.

Hospitality isn’t difficult - look after your customers so they leave happy - it’s that simple. The Swan has a lot of things going for it, great location, outdoor space overlooking the river, decent food for the price and a good range of beers. Unfortunately the management lets the whole establishment down as demonstrated by the responses to google reviews.Our experience is similar to others, system failure, management not taking responsibility or offering any form of apology, excuses of being too busy (festival weekend, forecasted hot weather so not sure what else you would expect), not understanding the difference between complaining and being rude (I mean how dare we complain after two of seven meals arrive but the other five still haven’t arrived 30 minutes later), obnoxious, defensive attitude, etc, etc.Receiving a full refund doesn’t solve the problem, we didn’t want a refund, we wanted to have a nice time, enjoy good hospitality and leave happy.Things sometimes go wrong beyond anyone’s control however it’s the way it’s dealt with that makes all the difference. All you want in that situation is an apology from someone who actually cares about their customers and a reassurance they will put it right.Clearly the manager who dealt with our valid complaint missed the day they taught the old adage that the customer is always right at hospitality training!To save the manager time in writing a response to my review and based on other responses, I’ll do it for him:Dear Mr WestonThank you for taking the time to leave an online review. Our IT system glitched so only part of your food order went through to the kitchen. Feel free to take this up with our IT company.The waiter who brought your food to the table isn’t responsible for noticing only two meals had been ordered between seven people because we were very busy at the time.I disagree that the customer is always right, sometimes complaints are false with lots of half truths. Maybe next time you make a complaint try not to be so rude and be more understanding.The Manager

Lovely and quaint little hotel pub. Very nice food as well, especially the breakfast. The owners are super nice and accomodating.

Lovely stay. Room was furnished with all the necessities, clean,comfortable, bedding was good quality & fresh. Attention to detail required, voile curtains ripped. Location fab, staff friendly & helpful. Food was good & very reasonable. My only grumble was the lack of parking.

Quite a pleasant place to have a midday meal alongside the River Severn. One downside on a very hot & sunny day was that all the outside tables did not have parasols offering shade so had to eat inside.

Very disappointing visit. Stopped for a light lunch snack and it took more than one hour for food to arrive. Obviously we asked and were told a ‘computer glitch’ caused the problem. No information or apology offered before we asked what was going on, and only given a complimentary drink when I asked for it. Our server described it as appalling and we agree. Slow service, and poor communication. Very disappointing experience.From reply it seems the owner feels we weren't understanding enough but how can you be understanding when nobody tells you there's a problem until you ask why you've been waiting an hour? Perhaps an apology and an invitation to return when systems are working would have been better. If we'd had any sort of explanation and apology on the day I wouldn't have written the review.