My whole family chose to come to the Swan hotel in order to celebrate my Grandmother's birthday for Sunday Roast however, for the first time ever, I feel compelled to write a review based upon how terrible the service was.
I work in a restaurant myself and the first warning bells rang for me when I realised that the whole of the eating area filled up at exactly the same time (approximately 1pm). This was obviously going to put pressure on the kitchen so I couldn't help but doubt that the food was going to arrive promptly whilst maintaining its quality. What confused me the most about this situation was that it appeared that most of the people being sat down, like ourselves, had booked. Are staff not aware of how to stagger times so as to not put undue pressure both on themselves and on the kitchen? Unfortunately, my doubts were realised. No one seemed to be taking any drinks orders and our food orders were taken pretty much at the same time after we'd had to beckon over waitresses. Time was of particular importance to us as my brother is only 5 years old and loses patience and gets bored (like most children) pretty quickly. The orders went in and our drinks arrived pretty quickly, the waitress who took our drinks orders to be fair to her seemed lovely. The food however took forever, given that we arrived at 1pm we didn't receive our starters until nearly 2pm and we didn't get our main courses for a further 45 minutes.
My main problem with the Swan lies with the older female waitress. The number of mistakes she made was ridiculous and she was incredibly rude both to us and her colleagues. To begin with we were looking at the menus she appeared to be short of some menus for some other customers so without a word she whipped the menu out from underneath my grandmother and gave it to someone else. When she finally took our food order she lent on the table and was incredibly slow writing everything out in long hand and forcing us to repeat our orders over and over again. When we became frustrated about the long wait between main courses and starters she kept repeating 'it will be out soon', when eventually pushed for a time she said 'five minutes'. After saying 'five minutes', twenty minutes passed and we had to ask her again to which she said the same. Had he been honest and told us the wait would be a long one we would've taken my little brother for a walk or done something in order to keep him entertained. Managing our expectations would have been extremely helpful and there is no shame in someone being honest.
Eventually our main courses did arrive at which point we were so hungry that we began eating straight away. My older brother realised quickly that his burger was missing cheese (which he had requested) so that had to be sent away to come back later. The arrival of food was not smooth some of our vegetables arrived half way through our mains. No check back was made and no one asked us whether we wanted any more drinks which we did. When we got her attention to order drinks she failed to ask my mother what kind of red wine she wanted and brought one drink at a time. Towards the end of the meal we realised that our beef had been missing Yorkshire puddings which we informed the waitress of to which she responded with 'YOU should have told me sooner' sorry what?! Later on she went on to say 'I'm not responsible for what the chef puts on the plate', ok but you should know what your dishes look like and what should be on them so you are responsible for not taking a dish out until it is complete and you are obliged to remind the chef if he has forgotten. To add insult to injury she only cleared half of our main course plates and then seemed to forget us as she wondered around the restaurant.
We ended up calling for the bill without a dessert when she came over and rambled some garbage about hopefully next time you come I won't just be in the restaurant by myself. Oh woe is me, her section wasn't even extortionately large and definitely should have be manageable. A couple of drinks were knocked off the bill at the end of the meal by the owner at which point my grandparents said that this had to be done last time because of the SAME waitress! This whole meal was made utterly ridiculous by the waitress which is an awful shame because the restaurant is lovely and the food was of a good standard and value. I can only hope they can get there act together for next weekend because my grandparents are having to return for a reunion. What a shame.
- Official Description (provided by the hotel):
- Located in the centre of this picturesque town The Swan provides accommodation, food and a popular pub. Catering for business people and visitors to the town and area the Inn has 12 well appointed en suite rooms, some suitable for families, free wifi, great breakfasts, lunches and dinners. The food offering is both traditional British and Asian, not fusion but simply offering the best of both worlds, great for the couple or group where some like spicy, others don't! ... more less
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- Also Known As:
- Swan Hotel Bradford On Avon