March 2025 by gillian knight
Hotel very good. Carpark good. Location excellent. There was some staff who were much more friendly than others. Will definitely frequent this hotel again.
March 2025 by Frank Punshon
We had a fantastic Sunday roast with excellent service. The staff was very accommodating, even though we hadn?t made a reservation. They also have a lovely outdoor area with a view of the Cathedral. The interior is more aesthetically pleasing than the exterior, but I didn?t take any photos while I was indulging in the delicious food. The young man and lady who served us were exceptional and truly represented the hotel well.
March 2025 by chris rose
When when we checked in at 3.30pm, we were told we could eat breakfast at 7-7.30pm or 10am, no appologies, that's just how it is. You give them the best part of £200 for a room and they expect you up and the crack of dawn on Saturday or starving till 10am.
The toilets adjacent to reception smell, I'd accept it in a grotty pub, but this is supposed to be a smart hotel. This isn't good enough.
Everything else is great, but you shouldn't get the smell of festival toilets in reception.
March 2025 by L30
We booked The Swan Hotel for our reception over two and a half years in advance, and unfortunately, my husband and I were very disappointed with the service we received.
The high turnover in management made the whole experience challenging, and as a result, some parts of the day didn?t go as smoothly as we had hoped.
On the day of the wedding, the food was excellent ? absolutely delicious. We were originally looked after by Kylie and Dave, who went above and beyond for us and are definitely assets to the company.
However, we were told the Wedding Coordinator would be present to oversee everything, but she was not. Our food crockery was left out until 11 pm, despite us asking multiple staff members several times to clear it away before the evening guests arrived. Additionally, they ran out of ice before 9:30 pm (on a hot summer day), and the two bar staff seemed disinterested, almost like they had somewhere else to be.
We didn?t expect the outdoor rattan furniture to be covered in bird droppings, and the parasols were mouldy. Additionally, I was informed after the wedding (which I wasn?t aware of since I didn?t purchase any drinks myself) that the prices at the bar increased as the night went on! This was an unpleasant surprise and added to the overall disappointing experience mainly to our guests.
The following morning, a hired item went missing. When we asked to check the CCTV to track it down, we were told, ?our CCTV doesn?t work around the building,? which not only is this a major health and safety concern, especially since the hotel is open 24 hours a day. This leaves no way to monitor who?s entering the building or prevent theft. I questioned the poor service and was told they were ?understaffed,? which I understood to some extent. However, for an event as important as a wedding, proper backup should have been organized to ensure everything ran smoothly.
I generally feel like I paid for the hire of the building only and nothing else.
Looking back, I feel let down. My husband and I saved for years to create a day to remember, but unfortunately, we don?t feel we got our money?s worth. I wouldn?t recommend The Swan Hotel for a wedding day or reception.
March 2025 by Steve HURST
Good view good snack drinks ok no real ale, decor not traditional
February 2025 by Mike Lloyd
Room was lovely, comfortable and spacious.
Bar and dinner service exceptional. (Kyle and Callum). Food good.
Breakfast disappointing. Grey scrambled eggs bacon overcooked, shrivelled dry mushrooms. Service lacking. Sorry.
January 2025 by Tomlinson Groundcare
Lovely Pre Christmas stay at the Swan.
The staff were excellent, the room well appointed and clean.
Best first night's sleep we have had anywhere.
Breakfast was well cooked and enjoyable.
Food and drink pricing is what you would expect from a city centre hotel.
Car park is tight and has limited spaces so you need to arrive in good time for a space.
We would stay again.
January 2025 by Kai Rochford
We came for lunch on Christmas Eve. It was lovely. We met up with family and there was a toddler, a baby and a young child in the group. The staff were very good with the children and very accommodating. The food was very good I would definitely recommend The Swan to anyone who is visiting Wells.
December 2024 by empiremo seventeen
The slogan for this hotel is something regarding the hospitality from the heart. However, we did not receive this. I can confirm from honest advert and review that the staff members when we checked in the route of noxious and miserable. They did not give us a warm checkout or check in Everything was too much effort for them and they just enjoyed sitting on the seat. I?m not doing much the other people working, the staff members young ones had no clue what was going on almost seem dysfunctional. There was a few things wrong with our room and we had the best room in the hotel. When we mentioned that he came up and was so shocked of our room. He said well and was not professional at all and said that the lampshades none of them were working and the gramophone was not working and many of the other things only showed him around the room said sorry he did not know how to fix it. I would come back and he never came back. The receptionist ignored us when we went past as well. Generally this hospitality is very bad. However, the room was good. The pillows and bed was very very hard I do not recommend for the price and I don?t know how they have such high reviews. The only thing good about it was a free parking some other bits generally speaking to staff members need training because they are so miserable and just out of it, such a shame at the htlotel ? .
November 2024 by Stuart Chadwick
Narrowly missing the 1 star, terrible room, "deluxe four post bedroom" £139 staff good but VERY understaffed protracting the check in, we had to leave and come back!
Management obviously don't care a few hundred pounds could sort the room!
we stayed 26/10/24 for a family "do" and meal at the hotel. Staff tried very hard, even receptionist only been there a couple weeks excellent but overall would try the Penguin next time.
Amazing location - with a carpark, but the basics at any hotel is to make the rooms excellent. this Hotel just relies on the location. just not good enough, sorry to say.
November 2024 by Alison Maizie
Lovely service regarding bathrobes. There was a parking issue, but the staff resolved it when it was pointed out to them. Thank you ?
October 2024 by Patrick Markham
Lovely hotel. Beautiful room. Dinner was amazing. Service was great.
October 2024 by Mark Nathan
BEWARE OF ROOM 6! (Or, I assume, any other ground floor room in the older section of the building).
The floorboards above you creak so loudly that it's absolutely impossible to get a night's sleep. And honestly, I'm not a fussy sleeper. We are talking LOUD.
When we informed the receptionist about it, they just said that it's an old building, but it's very clearly not fit for the purpose of being a hotel. Giving 3 stars because we were then transferred to a much nicer room in the more recently updated section of the hotel, which was fine, though the bed was much too short for my big long legs! Other than that the staff were really lovely and breakfast was very nice.
September 2024 by Martin Salter
Rooms are newly refurbished to a very high standard, a bit noisy with the bar below our room, come 23.00 goes quiet. No breakfast.
Noteworthy details: Saturday night is Karaoke ? some awful singing. Good atmosphere.
September 2024 by John Haynes
Great place to stay in Wells. Great food and staff. It actually has a car park as well.
