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“Locked Out! No Attendant at Night”
Review of The Swan House

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The Swan House
Ranked #5 of 10 Beccles B&B and Inns
Reviewed 17 September 2013

I stayed in the Swan House Boutique Inn for two nights on the weekend of September 6th & 7th to attend a friend's wedding. William's room was lovely, but on the second night, I and other wedding guests arrived back at about 1:30AM and our room keys did not open the front door -- as promised. After knocking, calling out and trying the cards, another couple who were staying in the hotel figured out that they could back their Land Rover up to the second story window, grab the window sill, shimmy up and get in to their room: Elin's Room. The man who did that was a little worse for wear, but let us into the hotel, finally, about 2:30pm. That same couple said they had been locked out the previous night and had to stay in a nearby pub. Obviously, this had already been an issue. The next morning, we were made aware that there was no manager or attendant on duty that night. They had locked up and gone home!!! I called the manager to complain, and he had many comments. He "had a life" and had gone to Poland for the weekend. Didn't I know that an Inn was different from a Hotel and might not have night staff? Didn't I know I should have taken a card with numbers to call for staff? (No I did not know that.) Lastly, in a huff, he accused me of breaking something in the bathroom. No idea what he was talking about. I would never stay in this hotel again, as I would always expect to have staff at night if only in case of emergency. I wonder what his insurance company would have to say about our experience??

  • Stayed: September 2013, travelled with friends
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2  Thank DanaAdvo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 19 September 2013

I've been a little misquoted by you Dana, but I'll let that pass.

Firstly when you book with us through our website, you can only do so once you have ticked the box that says 'I confirm that I accept the Terms & Conditions of the booking'. Our T&C clearly request that you note our emergency number. We do understand that people will occasionally ignore such contents, tick and move forward. So when clients arrive we have a back-up procedure whereby our staff will, when introducing clients to room, explain that they should read a short briefing on the room that includes our emergency number, for exactly the scenario that befell you. However, when being briefed on the room you were more interested in interrupting our staff to ask 'where are the towels' and 'where is the tea' all of which she was trying explain, along with our safety procedures that would have prevented you being locked out. So you were informed once in writing and again verbally that you should note our emergency number.

TripAdvisor recognises that a 'Hotel' should have night service as well as a reception desk, neither of which we have and that is why we clearly refer to Swan House as an 'Inn'. I pointed this out to you in our telephone conversation, but you still choose to ignore this.

The intrepid couple were not, as a result of a faulty key, locked out the previous evening. Our final check-in time is 10pm and due to a very long journey, they arrived at 1.30am, and fully accepted the outcome was their error.

Our electronic key system, which incidentally is used by the Suffolk Police force, is perhaps the finest available. But I am of course very sorry that technology on this occasion failed us. However our excellent staff did sincerely apologise and go to great lengths to make good the remainder of your visit. We even offered you an extra night's stay and a bottle of Prosecco, despite having preventative procedures in place, all of which you ignored. Does what happened really make our staff, who lent over backwards, worth just one star!

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138 - 144 of 185 reviews

Reviewed 13 September 2013

A beautiful stay, was unaware of the 3 course breakfast so was a little confused by breakfast in the morning, and had eaten plenty before the 3rd course, maybe little menus or something on the table informing individuals of the 3 courses so they are aware of how this works / what they will be eating so they can decline a course if they dont want it rather than it go to waist! A beautiful Boutique though, excellent, friendly staff, and the rooms are all so beautiful with individual character and charm!!! Will definetly be staying again if required to stay in the area again!!

Room Tip: All rooms have beautiful character and charm, so selecting a room is very individual to taste, but a...
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  • Stayed: September 2013, travelled on business
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Thank rachel c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 22 September 2013

I'm pleased you so enjoyed your time at Swan House. I've taken your point regarding our wonderfully expansive breakfast, and we now offer a hint of what's to come! So thanks for the positive suggestion

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Reviewed 9 September 2013

We stayed overnight at the Swan House and thoroughly enjoyed our stay. After taking a quick walk around Beccles we enjoyed a relaxing hour or so on the sofa reading the papers over a drink. At first sight the inn seems more like a restaurant with rooms but not only did we feel very welcome, and comfortable just enjoying a drink, so it seemed did others who also popped in that afternoon and later in the evening when most people had finished their meal. We enjoyed a super meal and my fillet steak was cooked as requested, blue (not always so lucky). As for The breakfast, it was superb, and very large. Our room was also very nice. The staff were great - boss was away and they did him proud.

  • Stayed: September 2013, travelled as a couple
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Thank Josie-Annie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 13 September 2013

My staff will appreciate you mentioning they 'did you proud'! I select our staff very carefully and they are all extremely good at their work, simply because they enjoy it. And receiving such comments is genuinely rewarding for them, so thank you Josie,

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Reviewed 27 August 2013

We stayed for 3 nights in the hotel, with the first night in the Jeremiah room as our room was undergoing urgent repair to the wet room. This room was beautiful but unfortunately we were unable to stay for the remaining 2days as it was already booked by another family. Our remaining two nights in Eln were fine but the room whilst very well appointed was a little dark and the wetroom whilst very stylish was a little impractical with no bath & with the sink tap a little too close to the bowl. The room would have benefited from a fridge as milk had to be obtained when needed from the bar. On the plus side the staff were very attentive and the breakfast at the hotel is one of the best I've had in any hotel & I would certainly recommend eating in the restaurant.

Room Tip: If wanting something quirky book the jeremiah room
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  • Stayed: August 2013, travelled as a couple
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1  Thank Nicky O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 13 September 2013

Thank you for your review Nicky. Sorry you felt your room would have been better with a bath. However we do make it quite clear on our website what each room offers, and two of our five rooms do offer baths. So the choice is there when you book. The Eln room is around 450 years old and I am sorry. but it was not feasible to include a bath within the design concept. I am otherwise pleased you enjoyed our cooking and our excellent staff.

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Reviewed 26 August 2013 via mobile

My wife, daughter ( aged 6) and I stayed at the Swan House for two nights, while exploring the the wonderful surrounding area of Suffolk.
We stayed in " The Jermiah" room which on entering takes your breath little.
Not your run of the mill family room, but much more.
With its mezzanine sleeping area and quirky decor I applaud the amount of thought and hard work which has gone in to create such a retreat.
Facilities were great and my daughter was kept entetrained by the Smart Tv especially Netflix.
We all thoroughly enjoyed dinner and breakfast was a magnificent start to each day.
We found Roland, Camilla and all there staff fantastic and helpful in all aspects of our stay.
My daughter especially took a shine to Roland, as they swap stories on crab fishing.
Would not hesitate in booking again, in fact wish we were still there!....
Thankyou to all at the Swan House.

  • Stayed: August 2013
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Thank JimboRi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 26 August 2013

It was a pleasure having you stay with us. And what a smashing daughter you have. A future crab champ!

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Reviewed 14 August 2013

A one night stop for two couples preceeding a day out on the Broads. Simple. Nice spot in a town fighting with its identity.

Rooms were nice but odd. The Margot room was nice, albeit the scary pictures on the wall of legless dolls in a push chair and the horrific noise of barrel shifting and bin emptying at some unholy hour in the summer morning.

The Jemimah room, with its mezanine (would never put your kids up there) and wierd Mural was ok too. Beware the wet room and empty it before you shower. It really does get wet! All over!

Wanted light lunch. Not possible. Proper 2/3 course meal. Fair enough, we went elsewhere.

Wanted a nightcap in the " POSH INN" as they call it at 10 pm. Was closed!

Good job as you get woke up at 6am.

Breakfast is great, but an hour long 3 course job.

£150 and £130, in Beccles!

You decide....

  • Stayed: August 2013, travelled as a couple
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1  Thank FoxtrotUk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 21 August 2013

Just occasionally a visitor doesn't 'get' Swan House. Our food is quirky and innovative, the art that dresses the walls is thought provoking and yes even provocative. Most find the experience an unusual mix of eclectic taste, bespoke detailings and individual style, but do I recognise it is not for all and clearly not for you. You could have checked us out a little more thoroughly on-line before booking and seen, for example, that we don't serve sandwiches.

The 'horrific noise at some 'unholy hour' was in fact the Council emptying a bin between 7.45am and 8am (Waveney District Council will verify the time). Oh and we have never closed at 10pm. On that night we closed at 10.35pm. That time is logged too!

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Reviewed 12 August 2013

This is a very friendly hotel the staff were lovely and the set menu evening meal was wonderful.
You should stay just to have their wonderful breakfast! Rooms have been designed with care and attention and nothing was too much trouble for the staff,

  • Stayed: August 2013, travelled as a couple
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Thank RebeccaT19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roland B, Owner at The Swan House, responded to this reviewResponded 21 August 2013

Thank you Rebecca for such a wonderful review. Clearly you had two teaspoons to enjoy (see next review) ;-)

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Additional Information about The Swan House

Address: 34 New Market | (Near the Church Tower), Beccles NR34 9HE, England
Region: United Kingdom > England > East Anglia > Suffolk > Beccles
Amenities:
Free Breakfast Restaurant
Hotel Style:
Ranked #5 of 10 B&Bs / Inns in Beccles
Price Range: £74 - £99 (Based on Average Rates for a Standard Room)
Number of rooms: 5
Official Description (provided by the hotel):
Ideally situated in the bustling, traditional market town of Beccles, the Swan House offers beautiful and idiosyncratic room-only accommodation. Our distinctive rooms provide the perfect, cozy base from which to explore the Suffolk heritage coast, the Norfolk Broads and beyond. East Anglia at her most beautiful and varied is literally on the doorstep. After an intrepid day of exploring, come back to a delicious meal in our characterful restaurant, and a good night's sleep in a room designed to provide every comfort. Indulge in fully sprung mattresses, crisp white bedding and flat screen TV's. And all of this in a convivial setting, with open fires to warm you in the depths of winter, and al fresco dining throughout the warmer months. PLEASE NOTE: The Swan House Restaurant is currently closed for refurbishment and will re-open in April 2017. ... more   less 
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Also Known As:
The Swan House Beccles, Suffolk

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