My partner had booked a room at this hotel for last Saturday. As a treat she booked us a Superior room because we believed to be given what the hotel's website described: A room situated in the Bewick wing and suitable "for couples looking for a quiet break" … In reality, our experience could not have been any further removed from this (mis-) representation on the internet.
Upon arrival we were greeted by a rather indifferent Front Desk Clerk who (literally!) laughed at me when I asked whether we would be able to have a for a quiet room and said I should come on a Sunday if I wanted it quiet (... a bit difficult to rearrange the wedding reception that we were to attend)... We were given a room in the original building of the hotel. I pointed out that, according to the hotel’s website, our room should be in the separate Bewick wing which, due to its location, promised some degree of quietness. I was told that I was wrong again. According to our the Front Desk clerk, superior rooms can be anywhere in the hotel. Given this attitude I thought it pointless to make a fuss, picked up our keys and we left for our room.
The room itself was recently refurbished and well appointed. Apart from the bathroom which somehow seem to be stuck in a time-warp... The bed was comfortable although not a super king size as promised on the hotel's website. Wifi was said to be available in the room but the signal was too weak to connect to it. The room had a small window which could only be opened by about 10 inches which made the room very hot. Just as well though since the window looked out onto to the High-street and the traffic noise was very disturbing.
There were 3 pubs within a radius of 50 metres from our room, one kebab place right next door and guests from all these establishments made sure we were kept awake until long after 3.00 am. Thankfully, by that time, the traffic had died down and we were hopeful to get some hours of decent sleep. Wrong, again! At 6.00 am (on a Sunday morning!) , somebody started taking down the scaffolding of the building next to the hotel. I did not phone reception to complain since our experience at check-in told me that there would be no point.
Breakfast, which was strangely only served until 10.00 am, was OK and staff serving in the rather nice breakfast room was professional and friendly. But after having had close to none sleep the previous night I was unable to enjoy these glimpses of hospitality, let alone spend a relaxing Sunday morning.
I spend an average of 15 weeks a year in hotels all over Europe and the UK due to the nature of my job. In addition, I use hotels for holidays and weekend breaks and I have never been laughed at for requesting a room that I would be able to get some sleep in and neither have I been greeted by a less hospitable front desk clerk than here at the 3 Swans. Check-out was as much of a farce as check in. We were not asked about our stay, we were not sent on our way with a friendly fare well and smile. Payment was taken and that was it.
If you come to this hotel to sleep at night, make sure you don’t come on a Saturday and make sure you do not end up in room 30. The best ear plugs in the world will be of no help! ... less