Swan River Hotel — Restaurant in Ascot

This is a beautiful hotel with a nice layout.

Unfortunately......

I arrived in the early evening and the room was not prepared or cleaned!

-My partner discovered a dirt/soap scum ring in and on the jacuzzi tub. -I discovered used soap in the shower -The telephone on the desk was broken and did not work -There was no rubbish/garabge bin in the room -The lamps had no light bulbs -The counter top in the main living space had what appeared to be shaved beard hair on it -The kettle was still full of water -There was only a single sheet on top of the mattress between the comforter/duna -The scale did not work and required new batteries -The room was comparable to an ice locker upon arriving. Heater did not function properly -The in room safe was broken

The front desk was informed later that evening verbally in person ( phone broke in room), and she was very sympathetic and ensured the issues were addressed. I didn’t want to be “that guy”, and was not concerned at all, assuming all would be sorted first thing the following morning, at the latest.

By 12:30pm the following day no one from maintenance had been to the room , and I had already had a quick chat with housekeeping in the hall regarding the number of sheets on the bed. I informed the employee that my partner and I would be out for breakfast and the room would be vacant.

Later the same day a maintenance employee visited the room around 2pm. He reset the heater, replaced the phone and almost walked in on my daughter bathing herself. He inspected the incorrect lighting, and did not install any light bulbs in the lamps. He proceeded to inform my daughter that he could not address the lighting issue until the following Monday.

I informed the front desk several times throughout the day regarding the accumulating problems we were encountering. All employees were very sincere at the point of conversation, but at no point offered to compensate. I did not ask for compensation at any time during any interaction as well.

All employees assured me they would push the information up to their manager, but I was not contacted by any employee or a manager at any time. I was only able to speak to a manager later in the afternoon during my final attempt to contact the hotel staff and inform them of the conversation the maintenance employee had with my daughter. The manager told me “ I was just about to call you”. She offered apologies and attempted to place fault on a maintenance employee. She did not offer to compensate, nor did I ask.

I checked out the following morning with none of the remaining issues rectified.

I would not recommend booking this hotel unless a full inspection of the room is completed by staff prior to checking in. I would also confirm with staff upon check in, that all ammenities are functioning. Also, I would recommend that you ensure that the room was not a stand by room, and it in fact was suppose to...

Awful experience! Unfortunately we decided to ignore the negative reviews on this hotel as we thought the pictures didn’t look too bad and we thought how could it be that bad. But boyyy was it bad, the hotel looks nothing like the pictures!!!! The entrance to the hotel is a large cement carpark. The interior of the hotel is like a horrifically designed 80’s Romanian hotel. Glitter everywhere and silver everywhere but so so run down and dirty. When we got to our room we were heartbroken, the rooms was filthy dirty. The walls and roof has large stains and damage and the headboard also had large stains. The mattress was unbelievably dirty it nearly made me puke. The decor of the room was enough to cause vertigo. The shower was also filthy with dirt all around the outside. I went back to reception to inform the worker that we were really unhappy with our room and is there any other rooms available even if we had to pay extra. He said the hotel was booked out (he didn’t even apologize which was strange, and asked no questions about why we were unhappy). The hotel was very quiet so we highly doubted it was booked out. Our experience only got worse when we went for dinner in the hotel. There was only one server working (a lively blonde Irish lady), she had some help occasionally from an Asian lady who did next to nothing and eventually a robot server. We sat down in the freezing cold restaurant and had to wait quite a while to be served. I ordered the fish which was supposed to be served with lemon and asparagus sauce and the truffle mash. My patterns meal came ten minutes before mine, so he was fine eating by the time I got mine. When my arrived it was a dry piece of fish (no sauce) on top of a deep fat fried piece of chicken??? We were so confused as this was no the description on the menu. My truffle mash never came. When I finally got a server to ask where my truffle mash was and could I get the sauce for my fish, I was told I didn’t order truffle mash and then there was sauce on it already (it was very obviously dry with no sauce…). The blonde lady never wrote down our order so I presume she forgot about the truffle mash. We eventually just gave up and left, we paid 140$ for an absolutely awful meal, no one asked how our food or service was. I was still very hungry as all I got was a small push of dry fish for 42$ and we had to order food to the hotel after. Awful awful hotel...

Awful experience! Unfortunately we decided to ignore the negative reviews on this hotel as we thought the pictures didn’t look too bad and we thought how could it be that bad. But boyyy was it bad, the hotel looks nothing like the pictures!!!! The entrance to the hotel is a large cement carpark. The interior of the hotel is like a horrifically designed 80’s Romanian hotel. Glitter everywhere and silver everywhere but so so run down and dirty. When we got to our room we were heartbroken, the rooms was filthy dirty. The walls and roof has large stains and damage and the headboard also had large stains. The mattress was unbelievably dirty it nearly made me puke. The decor of the room was enough to cause vertigo. The shower was also filthy with dirt all around the outside. I went back to reception to inform the worker that we were really unhappy with our room and is there any other rooms available even if we had to pay extra. He said the hotel was booked out (he didn’t even apologize which was strange, and asked no questions about why we were unhappy). The hotel was very quiet so we highly doubted it was booked out. Our experience only got worse when we went for dinner in the hotel. There was only one server working (a lively blonde Irish lady), she had some help occasionally from an Asian lady who did next to nothing and eventually a robot server. We sat down in the freezing cold restaurant and had to wait quite a while to be served. I ordered the fish which was supposed to be served with lemon and asparagus sauce and the truffle mash. My patterns meal came ten minutes before mine, so he was fine eating by the time I got mine. When my arrived it was a dry piece of fish (no sauce) on top of a deep fat fried piece of chicken??? We were so confused as this was no the description on the menu. My truffle mash never came. When I finally got a server to ask where my truffle mash was and could I get the sauce for my fish, I was told I didn’t order truffle mash and then there was sauce on it already (it was very obviously dry with no sauce…). The blonde lady never wrote down our order so I presume she forgot about the truffle mash. We eventually just gave up and left, we paid 140$ for an absolutely awful meal, no one asked how our food or service was. I was still very hungry as all I got was a small push of dry fish for 42$ and we had to order food to the hotel after. Awful awful hotel...