The Swan Hotel and Spa

Looks like a lovely hotel from the outside and the staff are lovely and friendly. Our room was ok but only after we were moved to the new part. My sister in law had checked in before us and her room was poor. Unclean with hair on the toilet seat, limescale and grime in the shower, excrement in the toilet basin and a broken window that had been fixed with tape. The hotel moved them and us immediately and the new rooms were much better but still not as clean as we’d expect. Toe nails on the carpet and again the tiling in the showers just grimy and in need of a scrub. Food in the bar was not great and the bit of plastic we found in the onion rings put us off. That said, breakfast was absolutely lovely. We passed cotton pads on the floor in the corridor and the lift had spilled coffee in it for the two days we were there. This hotel could be really nice if there was just attention to basics like cleaning. Really nice staff and in a beautiful spot but we wouldn’t book again.

Excellent location, clean and tidy with a lovely spa and pub with very helpful staff. Had a river view room and was brilliant with a very comfy bed

Pool table needed improved, cloth was torn. Couldn’t get the coffee machine to work in the room

Great location and the room was cute with good decor, but no curtains so bright at 5am

Staff were over worked - always a staff member short for things to work well, especially in the restaurants - and miserable and unhelpful. The spa was okay but too busy on Saturday to be relaxing. All in all, given the price, it's just too expensive. It's 5 star prices but a 3 star service. Avoid.

We stayed at The Swan Hotel & Spa this weekend and overall had a lovely time. The hotel itself is beautiful and the staff are an absolute credit to the place — every single person we interacted with was friendly, helpful and genuinely welcoming. I also booked a back massage with Scarlett, who was absolutely fantastic. She is skilled, professional and made the treatment itself wonderful. However, there were two hen parties in the spa at the exact same time, and unfortunately the noise travelled straight through the treatment room door. Although Scarlett delivered a brilliant massage, it wasn’t the fully relaxing environment you’d expect from a spa treatment. I really feel the hotel should consider soundproofing the treatment room doors to protect the experience for guests. We stayed in Room 304, and while it was clean and comfortable, it’s definitely ready for a refurbishment. We visited around six years ago and were blown away by the room then, but this time the carpets were ruffled, there was some mould on the walls, and overall it felt like it needed some investment to bring it back up to the standard the hotel is known for. We did ask if another room was available but the hotel was fully booked for the weekend. No good will gesture was offered though. Despite these points, the staff truly made the stay enjoyable, and their warmth and professionalism stood out throughout our visit.

We arrived Wednesday afternoon for a two night stay as we were attending a wedding locally. Check in was seamless and we headed to our room. The room was situated behind the lifts on level two, room 16 . On walking up the corridor it was dark and dingy with badly scuffed walls. I entered the room and saw it was very dated and the window had a huge crack that was covered in what appeared to be sellotape. On opening the wardrobe door the mugs that were provided for the refreshment tray were very faded and one had a huge chip out of it. The woodwork inside the wardrobe was all chipped and dirty looking. The bathroom made my heart sink. The shower head which was attached to the ceiling was really grubby and full limescale and the actual shower head where the water comes out was dark brown stains. The grouting was extremely dirty and the plastic edging on the shower screen was filthy dirty! The toilet had a very suspicious brown mark in the pot and pubic hairs at the back of the seat area! I returned to reception to complain and to be fair the receptionist was sympathetic and moved us to a room called a splendid room in the area near the spa. This was a big improvement and a lovely room but still attention to detail is required, the grouting in the shower needs a good scrub , also when unpacking I found a big possibly a toe nail on the carpet . The bed and pillows were really comfortable and we did have two good nights sleep. The view was very pleasant. We ate in the restaurant that evening and the food was mediocre at best. The downstairs areas are looking very tired and shabby and a lot of the furniture is chipped. The pool table has a huge rip in the fabric Someone had split a drink in the lift we used to go to our room, it was a dried stain when we arrived and was still there today when we left. We had breakfast both mornings and it was fresh, hot, delicious and a good choice. The staff in the breakfast area were excellent, nothing was a trouble to them and they were friendly, professional and a credit to the place. I went to check out and pay the balance while my husband took the luggage to the car, The receptionist said there was a bar bill to pay that was charged to the room. £5.75 I assumed it must have been my husband but I did think it odd as we paid for all our drinks as we went along. When I got to the car I mentioned it to him and he hadn’t charged anything to the room, I should have really gone back in to rectify this but at this point just wanted to get home. Unfortunately I wouldn’t return to this hotel because of the issues experienced but I urge people to check their final bill thoroughly before leaving.

The location was great, with a short drive to the lakes and the health club was a lovely extra after a day of walking.

The room felt tired and had rips in the wallpaper. The hot breakfast included was ok although the first day it was hard/overcooked.