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“Previous guest's dirty underwear and pubic hair. Un professional staff.” 3 of 5 bubbles
Review of The Swan Hotel

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The Swan Hotel
Ranked #2 of 4 Hotels in Southwold
Certificate of Excellence
GreenLeadersSilver level
Ipswich, England, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Previous guest's dirty underwear and pubic hair. Un professional staff.”
3 of 5 bubbles Reviewed 25 September 2013

Last time we stayed at this hotel (2 yrs ago) we were left somewhat disappointed by the tired decor, fixtures and fittings. So, having looked on the website before this last minite one night trip to Southwold we were up-beat as it looked from their photos as though they had updated the rooms in line with what you would expect of an up market sea side resort. (and any other 4 star hotel) They also showed on the website that they were dog friendly so, as we had our pooch with us we were willing to give it anther go . I would point out at this point that my dog is no stranger to 4 and 5 star hotels and is always made welcome, as are we, wherever we stay in the country)
When we arrived late pm Sunday we asked for the best room they could offer, we were given a key by the lady receptionist and told we could go and take a look (no offer of being shown) so after searching we eventually found the room... exactly the same tired condition as last time! We went back downstairs and explained that the room was not what we were expecting for the price charged so we were handed another key to a 'superior room' and off we went again. When we found the room and amazingly the decor and fittings were exactly the same but just in a bigger room! (not sure where the nice website photos had been taken)
Losing the will to live and becoming increasingly hungry and tired we decided to accept this room and we went to get our luggage (by ourselves, once again) and of course the dog. As we walked back in to the hotel the receptionist quickly informed us that although they were dog friendly, for health and safety reasons, dogs had to stay in the garden rooms and were not allowed in our scruffy superior room... We were then told that the Broadside room was available in the garden and that we could help ourselves, so off we went complete with our luggage and dog in tow across the car park to find our own room-again. Walked in the door - discovered a twin room! Now very jarred off i set about pushing the beds together and re making it by turning the sheets so we wouldnt fall through the middle, it was whilst doing this that noticed that there was some dirty underwear on the floor, presumably from the last guest! Along with some sweet wrappings and torn paper. Things didnt get better when i went into the bathroom and found someone elses pubic hair on the tap and another clump on the side of the bath!!! I must say on the only plus about the room was that it was much more up to date( furniture and decor wise) than the last two. But really, no dogs for Health and safety reasons, what a joke! I must admit that words escaped me. We will not be staying again.

Room Tip: We have been advised by friends to try 'Sutherland House' next time.
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  • Stayed September 2013, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank Sarah C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 27 September 2013
I am disappointed that the room failed to live up to expectation and will be sure to raise the points with housekeeping. Some of the rooms have been recently updated and a programme of refurbishment is on-going with the lounge, bar and reading room already complete. We allow dogs in the Lighthouse rooms in the garden but not in the main building. Had we known you had a dog upon your arrival we would, of course, allocated you one of these rooms in the first instance. If you wish to discuss further please contact the hotel directly.
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598 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (169)
Date | Rating
  • English first
  • Any
English first
Henley-on-Thames, United Kingdom
Level Contributor
24 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 15 September 2013

First visit to Southwold and really enjoyed it. Very comfortable room (8) well appointed and with a people watching view down the street. Very comfy bed. Friendly staff, excellent dinner in the restaurant and great breakfast. Finally, as you would expect at an Adnams Hotel, a great selection of well kept beers.

Stayed September 2013, travelled as a couple
Helpful?
Thank Peter T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 17 September 2013
Great! Fantastic to read you has a lovely stay and enjoyed Adnams hospitality at it’s best. Lets hope it’s your first visit of many!
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1 review
3 of 5 bubbles Reviewed 14 September 2013

We booked a special anniversary weekend at the Swan, having visited Southwold many times over the last 30 years.

We thought it was worth paying for somewhere that would mark the occasion.

We decided we world stay for Sunday lunch and take advantage of the later checkout offered.

Very disappointingly, when we settled our bill after our lunch they said we had overstayed and charged us an extra £50 onto of a bill of around £300. It was 'clear' that the extended checkout for those booking Sunday lunch was 12 instead of the usual 11. Big deal!

Shame they felt that they should squeeze a bit more out of us, as all they did was ensure that we will never stay there again.

  • Stayed April 2013
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank John1foster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 17 September 2013
I am pleased you wanted to stay longer than possible!
However sad to hear that you won’t come again. Late check-out fees are necessary if a guest stays beyond the time when the room can be cleaned and used again for the following check-in period, which was the case on this occasion and this is stated in our terms and conditions.

We do extend to 12pm if you book Sunday lunch, however we would expect the room to be vacated before you sit down to lunch rather than afterwards.
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Norwich, United Kingdom
Level Contributor
108 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 94 helpful votes
5 of 5 bubbles Reviewed 11 September 2013

When I made the reservation at the Swan Hotel I requested the following: a reserved disabled parking space; a window table in the restaurant; and a birthday flower arrangement on the table.

The staff at this hotel are some of the best you could wish to meet, anywhere.

Nothing is too much trouble.

The food and wine was excellent; and was matched by the quality of the service; and the staff all seemed happy and willing to 'serve'.

The table flower arrangement was very much appreciated; and I cannot that you enough for going the extra mile!!

A few of the hotels in Norfolk could learn a thing or two from this place (take note Stratton's; and The Hoste).

All of the members of staff we encountered on this birthday celebration day were an absolute credit to The Swan Hotel; once again, thank you.

Room Tip: nothing is too much trouble for the staff here; you only have to ask!!
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  • Stayed September 2013, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank paulchristy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 13 September 2013
Thank you for the review, an absolutely wonderful review which encapsulates everything we at Adnams hotels are all about. All you have to do is ask! Sincere thanks, your feedback has been shared with my team and we all look forward to welcoming you back.


All the very best

Martin Edwards
Swan Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Derby, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed 10 September 2013

Our break last weekend was disappointing. Some plusses but too many negatives, Firstly, this is not an four star standard hotel in my opinion. It is tired in many areas, needs new carpet nvirtually throughout and a better standard of " tlc ".
Food in the restaurant was good at dinner although puddings were uninspiring for 2 rosettes. Breakfast was poor with hard, dried bacon and overcooked eggs. If you have poached haddock, ask for a double portion !!
Probably the most annoying part was a lack of attention to detail by staff, particularly in the restaurant. For example, twice had dirty milk jugs, empty glasses never removed, four interlinked coffee cups just dumped on the table - with only two saucers. At breakfast the next morning, four saucers, two cups and no teaspoons ! Tables in the garden left uncleared overnight and lounge tables left smeared. Need I go on ?
This hotel needs some money spending on it and much stronger management.

  • Stayed September 2013, travelled with friends
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank CBGDerbyshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 11 September 2013
Thank you for the review, we have invested this year in our public areas and this rolling programme will continue throughout 2014. It is however unusual for my team to have such low standards, all feedback is accepted positively and will be acted upon if deemed necessary. Maybe on your next visit you will introduce yourself and allow me the opportunity to answer any questions you might have.

Best regards

Martin Edwards
Swan Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Colchester, England, United Kingdom
Level Contributor
43 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
3 of 5 bubbles Reviewed 5 September 2013

This hotel is more than we would usually pay but I know Southwold very well and love it and wanted to stay at what I expected to be the best hotel. The parking is a joke and as we had booked on internet we were not aware there was not enough. We did manage to get in but that was down to a customer leaving who gave us her space. There was threadbare carpet in the area between reception and stairs. The lift, which I only used twice to get cases up and down was in keeping with hotel with 2 gates but very hard to pull. The stairs were dingy with damaged Walls and poor lighting. room was very large and the bathroom spacious but like a previous reviewer I noticed it needed more attention to the cleaning and the windows were filthy. The room was nice if a bit tired and the view was of a flat roof with pots of wilted or dead plants. I realise this is an old building but new doors on the rooms and corridors would not go amiss and some up to date bedding would have brightened the place up. During our stay the loo in our ensuite broke which meant the tank would not refill and the weight on the end of pull push fell off. It took half a day to fix the loo as someone had to go for a part. I realise this was unfortunate but you would expect some kind of gesture when you are paying£180 per night. We were told there is wifi but it's not in the rooms. I do understand the building could be problematic but there are solutions and it is 2013. The restuarant has lovely views to the front but could someone put a nice voil up at the side windows so we dont look at thevwall and drain pipes! The bar is dingy and not always attended. On a positive note the staff were great and we very much enjoyed the food.

Stayed September 2013, travelled as a couple
Helpful?
Thank Grace C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 9 September 2013
Thank you for your review.
It’s a shame that you didn’t enjoy the room as much as we would hope. The Hotel is soon undergoing a refurbishment of the public areas, with the Lounge and Exterior already complete. The lift is something we are defiantly looking into refurbishing as well as the corridors to rooms as of course this is the first thing you see.
I am delighted however you enjoyed the food and our great staff.
Kind regards
Martin Edwards, Swan Hotel Manager
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Swindon, United Kingdom
Level Contributor
50 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 bubbles Reviewed 1 September 2013

The Swan is an old coaching inn which has stood for many a year and has that unique blend of tradition and other worldliness that comes from establishments such as these.
We stayed in a room in the main part of the hotel and had a view of the sea over the rooftops of the town.
The room was of average size with two armchairs and comfortable bed. Well decorated and with some very good furniture, Sony Tv and a DVD player.There was top quality complimentary tea and coffee which one should expect at this standard.The bathroom was of a good size and freshly decorated. Although the quality of the tiling left some questions.
In the evening we ate in the restaurant, which offers three courses for £35 ph. The restaurant was half full when we arrived, we were told we should have booked but could have the last free table; at least three other tables remained unused while we were there!
The restaurant did get busier with large group arriving and going in to another room at the side of the dining room.
This certainly put a strain on the kitchen, and although we had to wait around 20-30 minutes between courses there were other tables which had much longer waits. The menu has flair with a good range of dishes, but portions are not large. A positive is that there are plenty of serving staff, who are helpful but not over friendly.We took after dinner coffee in the lounge which is very comfortable, with plenty of well upholstered furnishings.
Breakfast is a combination of buffet style cereals, juice and fruits combined with ordered cooked dishes. The breakfast is priced at £15 ph and although they use excellent ingredients, portions are very small, especially when they serve it on large plates. I chose the smoked haddock with poached egg; the fish was no more than 3" x 4" square with a small poached egg, while my wifes scrambled eggs and two rashers were looking very lonely on such a large plate. (My wife found the bacon to strongly smoked for her taste, although I thought the flavour was excellent.) Toast is hand cut from whole loaves which is very unusual, but excellent quality bread.
One major point of criticism of the Swan is their lift. A small antiquated affair with heavy manual doors and nasty jolt on stopping. My wife has joint problems and found it very difficult to open and close the door. As it is manual, if the doors have not been closed correctly, then you cannot call it to another floor. Given the pricing structure of this hotel, it is something that should have been improved on many years ago.
The Swan is an expensive choice, and when compared to modern hotel options, they really should be offering higher standards and better value.

  • Stayed August 2013, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank treeguide
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdnamsSouthwold, Manager at The Swan Hotel, responded to this review, 9 September 2013
Thank you for your recent review.
I am happy the room seemed to meet your expectations, however I’m saddened to hear the Restaurant did not. Please do be assured all your constructive feedback has been passed onto the Restaurant Team.
The Hotel is undergoing a refurbishment of the public areas, with the Lounge and Exterior already complete. The lift is something we are defiantly looking into refurbishing.
Kind regards
Martin Edwards, Swan Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Swan Hotel

Property: The Swan Hotel
Address: Market Place, Southwold IP18 6EG, England
Region: United Kingdom > England > East Anglia > Suffolk > Southwold
Amenities:
Beach Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in Southwold
Price Range (Based on Average Rates): ££
Hotel Class:4 star — The Swan Hotel 4*
Number of rooms: 42
Official Description (provided by the hotel):
The Swan is currently closed for an exciting refurbishment. Reopening Summer 2017. ... more   less 
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Also Known As:
Swan Southwold
Swan Hotel Southwold
Hotel Southwold Swan
The Swan Hotel Southwold, Suffolk

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