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“Very poor customer service”
Review of Swan Hotel & Spa

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Swan Hotel & Spa
Ranked #4 of 5 Hotels in Newby Bridge
Certificate of Excellence
Lpool
Level 3 Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Very poor customer service”
Reviewed 9 September 2012

Stayed for one night on Saturday 8th September with a group of friends , the good bits are the location and the rooms , we stayed in a de luxe room which was very nice. The Spa is good but only went for a swim and a quick sauna so did not use it all. The bad bits , the service in the restaurant is appauling , inexperienced staff with no direction from a restaurant manager.
We sat down and waited 25 mins for a drink , the table was incorrectly set with only half the placings having water glasses, the table had been set without wine glasses so when we ordered our wine which took another 20 mins we had to then wait for warm ( just out of the dishwaser) wine glasses to be brought. The service throughout the meal was haphazard at best and then to top it off the bill had several items on it which we had not ordered.

You would think a hotel like this would be able to cope with large parties and make the whole experience memorable but I am afraid this hotel falls well short on all counts

Stayed September 2012, travelled as a couple
Helpful?
1 Thank mike6260
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (233)
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1 review
Reviewed 9 September 2012

My husband and I have just returned from our second week long stay at the Swan with our three year old son.

We booked the hotel based on an amazing stay last year. And I have to
Say we are pleased we did. There were a few small issues which I won't even bother detailing, as instead of grumbling about it and getting irritated during our stat and then posting a negative review here, we spoke to Management who dealt with our issues quickly and satisfactorily and were not in the least bit defensive as had been suggested on this site, indeed the General Manager was super friendly and lovely and keen to put issues we had right (and did). Always amazes me that guests don't try to solve issues on site until checkout and then grumble about it on Tripadvisor.

Bottom line, this is a beautiful hotel, stunning location, great facilities, fab food, and generally, really lovely staff. The rooms are immaculate, modern and very "boutique" in style. Bathrooms beautiful, and in my opinion, worth paying a little extra for the river views. If you don't want a ground floor room I suggest you mention this at booking when they will of course book you a room on 1st or 2nd floor - its not rocket science. And for those complaining at the "child friendly" status of the hotel - blame the guide who sent you there, not the hotel itself - a quick visit to the Swan's own website would make it perfectly clear it's a family friendly zone. That said, the hotel had hardly any children there during either visit. As for people moaning about it being a "wedding factory" - every luxury hotel has weddings at the weekend - its naive to think otherwise, apart from guests in bar on the previous night, you don't even have to see anything to do with the wedding unless you go "looking" for it (to then grumble about it).

For those who ARE looking for luxury holidays in the UK thats not a bland "family friendly" hotel such as Hilton, Novotel, Holiday Inn, that won't break the bank, this place ticks ALL the boxes (including an age appropriate gift in room for kids, milk and cookies at bedtime, a fab kids menus, a movie channel just for kids, playground, kid friendly staff, a (adult friendly!) toy room) then stay here - you won't be disappointed.

And for those who don't have kids - neither will you. We would happily stay here just as a couple too, in fact might just do that next time we stay. The spa is amazing, River Room restaurant lovely, rooms decadent, "grown up" lounge spaces, pool perfect for all you need it for and location pretty darned perfect. As with everywhere, you can avoid the kids if you really want to!

For us, the Swan Hotel, is just divine. Sans bebe or not.



  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Paulalbrown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Newcastle upon Tyne
Level 3 Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 8 September 2012

We had a overnight stay on the 3rd September, and had garden rooms, which is definitely the preferable side as it is quieter than the other side. My brother and I enjoyed our stay very much, we found everyone very helpful, and the facilities were fabulous, the gym and swimming pool were lovely. We found this little gem on a quick tour round the lakes one day, seeking lunch. Then decided to come back for an overnight stay, enjoyed the A/conditioning in the rooms.
Really fabulous stay:) My brother enjoyed a pot of tea next to the water on a beautiful afternoon.

Room Tip: Garden rooms very quiet.
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  • Stayed September 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Anne S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 7 September 2012

Stayed here for a short break, after taking a recommendation from the Mr & Mrs Smith web-site (boutique hotel recommendation). The location was lovely, but that's all the hotel had going for it. The restaurant was noisy and dirty - dirty plates and food were left on adjacent tables throughout our meal. Food was left on the floor. Our table had that lovely "sticky quality" you would normally associate with a town centre value pub! The restaurant staff seemed very young and inexperienced. They were not interested in customer service, were scruffy, and at times very sarcastic. Staff with a poor attitude to customers, wearing dirty trainers and stained clothing is not what you would expect at a premium cost restaurant! Our food was very late and when it eventually arrived, after much chasing, was cold and bland. Our room was okay, but definitely NOT Boutique! White, cheap, chipboard beside cabinets, "dog-eared" carpets and cheap chipbord wardrobes were definitely not what I was expecting in a premium priced boutiqe room, or even a premium priced room for that matter! The room also had a very stale, musty, damp aroma about it, that we couldn't clear, even though we left the windows open throughout our stay. When we complained to the reception desk (we didn't do this to get our money back - but to inform the staff about the issues we encountered), the staff were very rude. One to avoid.

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank 887toni23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Birmingham
Level 2 Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 5 September 2012

Very stylish and chic hotel in a fantastic location. The Swan hotel is set in a lovely old building but inside it's decor is modern and stylish. The onsite pub serves high class modern takes on traditional pub food and the River restaurant is a very well priced mid range restaurant. Our deluxe room was spacious comfy and had fantastic view of the lake. The outside terrace is a great place to take in the view while having a afternoon snack and the onsite lesuire facilities are very good if a touch small. Staff are great and service always good even when busy

Room Tip: Upgrade to deluxe , great views and much bigger
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  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BenHow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BOLTON
Level 3 Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 31 August 2012

Just had a couple of nights away over the Bank Holiday weekend in the Swan Hotel and really enjoyed the break. Had to book a suite as we are a family of 4, nice size and great bathroom with walk in shower and double bath. Really family friendly with lots of little areas for the kids to play and a library of DVD's to hire. Cookies and milk are available for the kids at night. Pool not the largest but has a decent steam room, jacuzzi and sauna. All food and drink was excellent with the breakfast staff particularly helpful. Pub very busy on Bank Holiday Sunday and Monday. A thanks to the Restaurant for fitting us in on Monday night when already full. Pity about Cartmel Races being cancelled but we enjoyed the hotel instead. Be back next August!!

Room Tip: Keep off the ground floor and away from the car park to avoid noise from the busy bridge in front of...
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  • Stayed August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GAZPBWFC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
manchester (uk)
Level 6 Contributor
103 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 29 August 2012

Hotel
The hotel is a lovely hotel with nice sized guest rooms and a great bar and restaurant area.
There is a gym and this in on the small size and the pool is also on the small size.
The hotel is situated on the river and there is an outside seating area on the river too, which is nice in the summer.

Rooms
The rooms have are large and well decorated, with a bath and over shower. there is also the bonus of in room air conditioning.

Food
excellent food and drink weather you dine in the restaurant or eat in the bar area.
the breakfast is a must too with a wide choice of cooked food, fruit and pastries.

  • Stayed August 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jason r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Swan Hotel & Spa

Property: Swan Hotel & Spa
Address: Newby Bridge, Newby Bridge LA12 8NB, England
Region: United Kingdom > England > Cumbria > Lake District > Newby Bridge
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in Newby Bridge
#3 Romantic Hotel in Newby Bridge
#4 Luxury Hotel in Newby Bridge
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Swan Hotel & Spa 4*
Number of rooms: 52
Official Description (provided by the hotel):
Situated on the picturesque River Leven at the southern tip of Lake Windermere, this 17th-century coaching inn is full of character and charm, but also offers well-equipped rooms, first-class leisure facilities and a fabulous ESPA spa. Enjoy the cosy, traditional lounges with roaring log fires, sample a unique local ale and enjoy a first-class dinner from the extensive hotel menu. The chef makes a point of finding the very best natural ingredients from local sources. If you're planning on a family trip, you'll find that The Swan has excellent facilities for children. Whether it's books and toys available in the library, a special restaurant menu or the complimentary milk and cookies served up at bedtime, younger guests are well looked after. Of course, there are many opportunities for them to play too - both in the hotel's 14 acres and the beautiful surrounding countryside. Whatever the reason for your trip, business or pleasure, you can be sure of the warmest of welcomes and will have the perfect base for exploring the wonderful beauty of the Lake District. ... more   less 
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Also Known As:
Swan Newby Bridge
Swan Hotel Newby Bridge
Swan Hotel & Spa Newby Bridge, Lake District

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