The Swan Inn — Restaurant in North Norfolk

We came last night for a birthday meal. On arrival the Que was going out the door. (Expected for a hot Friday night) instead of a polite explanation of moving round to unblock the exit and young girl shouted quite rudely “don’t block the door Que like a normal pub” odd exchange of words. We were seated buy an elderly blonde lady who quite frankly acted like she hated her job and everyone who walked into the pub. We were sat right at a window wich felt like a greenhouse. We were then approach by a different team member who said “not table service here you order at the bar.” Then ran (yes ran) away. We asked a man working to be moved which shouldn’t have been a problem as the restaurant its self was empty. We were met with a loud irritable tut and then said “I’ll just shut the blind” my partner said well no we are sat at a window directly in sunlight we would like to be moved. Was met with an awkward atmosphere and hostility over this and told if you want to move then you will have to move your cutlery yourself. Before our starters arrived we decided to get another drink to have with our meals. Back in the Que of doom we got. While in the Que (we stood here for 25 minutes) the young girl behind the bar said to the elderly lady “don’t rush take your time they have to wait end of I don’t care” I have worked in hospitality for many many years in management yes the rule of thumb is you work at your own speed however an apology for your wait is usually the way to approach it not “I don’t care”. I had to tell the same lady her beer bump wasn’t working as she was having a chat with the other lady. Who let’s be honest should of been serving to cut the Que down. She openly stated “well it’s off now I can’t change a barrel.” Pardon? What madness is this? I had to show her on her bar where her spirits were… while this was happening a gentleman filled the dog water jar up and left the tap running so water had spilled all over the floor. A lady in the Que Made the bar staff aware of this and said some one is going to slip if it’s not cleared up. She said “ well you know it’s there don’t stand it” I mean okay? Thanks for the common sense lesson? We then arrived back at the table to our now cold starters. Which was amazing. Our main meals were bought out with our starter plates still on the table so we had to clean up for her while she stood tutting with our plates. 2 of our parties got their food. She returned after 10 minutes and said did I bring all your food out? When we said clearly you haven’t. She sent someone else out with the remaining food. Again the food was absolutely faultless. Your kitchen team are phenomenal and deserve better than the front of house they have! On finishing our meals we decided we would rather leave and get an ice cream than waste anymore time or money in quite frankly one of the rudest establishments we have ever been in. When we paid we made the manager aware of our thoughts and left. we then glared at by the young female staff member who loudly and directly to the other elderly lady made her thoughts clear on our party of 4 crashing glasses together and loudly shoving chairs till we left. Your back of house are amazing your chefs are the only good thing going for your establishment. Overall your front of house are a disgrace to your beautiful pub. It’s a stunning building in a stunning setting with a back of house team who make food to die for. Your front of house team our rude clueless and a massive let down to your establishment. My 1 star award is for the 5 star award I gave to your kitchen team. My 1 star for service is because 0 is not an option! AVOID at all costs until front of house team are given a hell of lot more training or...

Based on the food then I would return however a female server/ waitress at the time was certainly someone who really rubbed me up the wrong way.

I noticed you are a Freehold business which I love to see rather than the large chains as I normally find both the food and service so much better. So I was disappointed with how we were treated.

I too run my own business and have worked in luxury retail for most of my life and know how difficult it can be to get business in the first place and then retaining ever harder. So when I see an employee literally throwing business away it made me so cross not only for me but the owners.

We arrived at 4.40pm and enquired about a table for dinner and was told by the waitress that I am afraid the kitchen is closed and we are only accepting bookings today so if you haven’t booked your out of luck. Several other people were also in the same position as us and they left. All tables were empty at this time. As we were there I thought we would buy a drink and some peanuts before trying to find somewhere else. As we left to sit in the garden overlooking the river I noticed a machine that looked like a tablet with seating plans. I thought nothing of it.

Whilst enjoying my pint I suddenly had a thought . Why don’t I try and book online. To my surprise there was plenty of availability and was amazed that you could order from 5pm . So I booked it. When we went back in I noticed a male member of staff was actually helping to book someone in on the tablet. … a new booking.

We could have easily walked and the business lost. Why on earth did she not offer to help book us in and tell us you only have 20 minutes before the kitchen Re opens. She was so wrapped up in herself and gave some excuse they were short staffed and hence booking only that the way she was behaving you were definitely going to be quiet. A local lady to the village told us that there is always hassle with one thing or another at this pub!!?.

We are holiday makers on the broads so we may not be back for a while. But if you’re not careful the hard work you have put in is being sabotaged.

The lady in question I would say is 50 , blond Bob style hair and a medium weight.

When I asked her for some more mayonnaise as this pot was empty she then proceeded to shake the bottle and told me to get the last bit out. She then proceeded to squeeze the bottle on my plate which splattered fine bits of mayo everywhere. Luckily I was wearing shorts. She sheepishly then went to get a new bottle…. No apology. I also asked for a shandy but could they do half lemonade and half beer…… that is a shandy sh said looking at me strangely. I said every pub has its own version. I just know what I like. I really would talk to her about her customer service skills . On a plus note the food was lovely....

Surly appalling service and cold food AVOID AT ALL COST OR YOU WILL BE DISSAPOINTED

Good afternoon,

My wife and friends had Sunday lunch today at The Swan in Horning. The experience was less than satisfactory from the very start. When greeted "a loose description" I asked if we could sit anywhere. The surly response from the female server was "Are you eating", to which I said yes please although we haven't booked. This was met with a look of contempt and faux scratching at a piece of paper and frowning to suggest they couldn't seat us, but then behold they could fit us in, I will add there was no one in the restaurant seated at this point and it still wasn't full an hour and 20 minutes later when we left. We sat and the drinks order was taken. Upon me taking jest from my friend, my wife apologised to the server and his response was "it's OK I have to deal with people like that all of the time". In hindsight this was not a polite comment meant in a lighthearted way as we were to discover. The drinks came and we ordered our food, A trio of meats sharing platter, the pork and a Beef Wellington, I will add no price was displayed on the specials board for the Beef, which I thought was a legal requirement?

30 minutes later the platter came out, we were going to wait for a few minutes but started as there was no sign of the other food. The only food on our plates remotely warm was the carrots, bearing I mind the platter plate had been preheated as had our plates. Having waited for 30 minutes already we started to eat it. We were the first people to be served Sunday lunch, so how it was cold I have no idea. The other food came out 5 to 10 minutes later, also cold. We mentioned this to Brandon and he offers to replace the vegetables, to which we collectively said no thank you as we had waited 30 to 40 minutes already. He later felt the need to correct us as to the time we had waited and it had only been 20. I appreciate this may be what the system says, but this would be dependant on it being ordered straight away, which it clearly hadn't. When the bill check we had a coffee and the 2 "hot" cold chocolates taken off the bill. I mentioned I didn't think this was acceptable as all of the food was cold, to which we were corrected and contradicted by Brandon again.

Personally I am appalled at the distinct lack of customer service, no real apology and cold food served as first service in your restaurant. I would also add when we left it was still not full.

I am sure you will receive contradictory versions of this from the staff in question, however I would then happily put you in touch with my wife and 2 friends for their input into this. It was certainly not money well spent and we will not be returning.

DO...