On Friday 17th August 2012 myself, my wife, my cousin and his wife arrived at The Swan's Nest for a three night stay and unfortunately the stay did not get off to the best of starts.
We were greeted by two female receptionists who at best could be described as ' surly' as we were not welcomed in the manner befitting to a hotel of this standard and certainly not to customers who are spending a considerable amount of money for a 3 night 'bed and breakfast only package'.
On checking in I was asked to pay for the package up front - I understand this is probably protocol for this kind of deal, whatI did not expect is the extremely 'rude' attitude that we had to endure from the receptionist, to say we were belittled was an understatement! To add insult to injury I was then informed that an extra £250 would be added to my credit card to cover any 'possible extras'. This is certainly not a practice I am used to and insulting to say the least!!! It goes without saying that I did not accept this 'attempt at extorting' money from me and made us feel that we were viewed as dishonorable customers who potentially had not intention of settling their extras' at the end of our stay! Not the warm and welcoming start that we should have experienced!
We were then not offered any escort to our rooms or for our luggage to be taken there for us, again a surprise for what is 'branded' as a premium priced hotel.
During the check-in experience my wife went outside for a cigarette and did not notice the designated smoking area due to the upsetting experience that she had just witnessed at reception. She was asked to move to the three wet tables where smoking was permitted, however there was nowhere for her to sit. Whilst out there she observed that this designated 'smoking' area had quite obviously not been tended to for a while as it was full of cigarette ends. Even as a smoker, she found this absolutely both disgusting and unacceptable for a premium priced hotel. She commented on this to a member of staff but no action was taken over the period of our stay, in fact it got considerably worse as the hotel entertained a wedding party the next day , not only with the addition of a huge number of cigarette ends but also empty bottles that were strewn about the area for the most of the day/evening.
On Friday evening we then entertained another 5 guests for dinner and we entertained our guests in the Bistro Pierre - the food was good however the service by young and very inexperienced staff was very slow, again for a hotel of this premium this is unacceptable.
As mentioned previously, on the Saturday the hotel entertained a wedding - no particular problem with that although as guests returning from a meal outside of the hotel we found there was no where for us to sit in the evening. In fact the only table we could find was outside where we ordered coffee and brandy's however, we found that we had to wait one whole hour to get out order. The waiter did apologise, however as paying guests this situation certainly should not have happened in the first place. The hotel should staff accordingly to cater for not only a wedding but also the number of other guests that are staying there to cater for their needs sufficiently, and to be honest there was no evidence of this at all over our stay.
The next morning on route to breakfast my wife had to step around two piles of 'vomit' that were in the corridor outside our room - again an absolutely disgusting sight to be greeted with. When she reported this to reception she was greeted with ' you should see the toilets they are full of vomit!!'' Not exactly an appropriate response to a paying guest who has had to endure the 'stench' of this first thing in the morning.
This is an extremely poor indictment of not only of the hotel but also the staff - our weekend that was not 'inexpensive' was a disaster and we shall not be returning let alone recommending it to anyone else.
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- Also Known As:
- Hotel Macdonald Swans Nest