The Swan Inn Broadway

Wow, such poor service! Never had chance to try the food. We booked for 6 outside on the website, leaving a message to confirm outside. Telephoned this morning to confirm the booking and that it was outside. Arrived in good time and was told we had to eat inside or we could cancel our booking. The person serving arrogant and lacked basic customer service skills. We suggest retracing or a career not involving customer contact.

Went for drinks on a hot afternoon Not sure if someone had pressed the wrong till buttons it felt as if OAP's tourists being ripped off..........will accept they made a mistake. but communication was virtually non existence

Stopped here for a bit of lunch on a Sunday..we just had Haloumi fingers which were greasy! A chicken and bacon sandwich which I can only describe as gross! Fatty and verging on undercooked! We also ordered whitebait again not all good! Will not return!!

Stopped by here for lunch today. It was a beautiful sunny day so we chose a table outside at the front of the hotel. We placed our order at the bar; one steak sandwich, a flatbread wrap with Mediterranean vegetables and two IPA beers. The food quality was ok but the customer service was diabolical. Three young staff were serving customers seated outside and not one of them could raise a smile let alone engage in conversation. Our food was delivered but no cutlery. Our waiter said that cutlery would follow; we were not asked if we required any condiments so I asked for salt/ pepper, mayonnaise and ketchup. A young waitress came back to the table after several minutes and delivered the cutlery, salt/ pepper and mayonnaise but no ketchup. She placed all items in the centre of the table sweeping them off of the tray and saying ‘ here’s your cutlery!’ Quite frankly you would get better service in a back street cafe. I observed other customers being treated similarly. All tables were served with food first and cutlery second. What’s the point of delivering hot food if you cannot eat it straight away? That has to be the fault of management in not training staff to deliver the basic table set ups first ahead of food delivery. All in all a very disappointing experience.

The broadway hotel is a lovely place and the staff at reception were very friendly and helpful. However.... the bar staff and wait staff are some of the most stuck up and rudest people I’ve ever met. Instantly derisive and condescending when ordering food or drinks, regularly shouted at people across the bar when not ordering as succinctly as they would like and laughed in customers faces when they got something wrong (eg/ “is that beer an ale? Haha, no its a porter!” Wow). I have a hospitality company in Holland and if I had any of the staff there in my employment I would sack them all instantly and tell them to consider a different profession. Go to The Swan across the road instead.. please.