The Swan, Westgate-on-Sea — Restaurant in Thanet

Call it unfortunate if you will.

We last visited here about 5 years ago and vouched to never go back after an awful experience.

We went back today for my father in laws birthday for a table of 8. There was an unfortunate event where one of the staff had spilt 2 pints of coke over my 4 year old, my mother in law including white cotton trainers, my wife’s suede Ugg boots, father in laws coat, my mother in laws Mother’s Day present, my wife’s phone, my sons whole new outfit, sunglasses and a new toy that he got as a reward for a good school report.

They were quick to apologise, obviously through no fault of the waitress as accidents do happen. But as a business owner myself I know that as a service based business you have to do a little more than knock off two soft drinks off the bill for an appalling start and depending if we can get the drink stains out of clothing and footwear possibly hundreds of pounds worth of damage.

When the bill came out we were pretty suprised to find they had left the service charge and had only knocked off a few quid for the cokes with no extra apology.

When we sent the bill back after not being happy with it asking perhaps they need to do a little more work on the price and maybe just take the bottle of wine off at least as an apology.

What I presume as the manager came out. (She didn’t introduce herself so I’m only assuming) saying they couldn’t take £22 off our bill since it was a lot of money for a small local business and accidents happen but would knock another £4 off for a glass of ale.

We said we weren’t entirely happy with that especially after the large drink spill and having to send some food back for being overcooked. Fine she says I’ll take £22 off but it’ll be coming out of the staff member who knocked the drinks over wages so if you’re happy doing that to her then so be it. Which is actually just a bit savage considering you’ve only just said a phrase earlier that accidents happen. Perhaps as a business you should just take ownership for mistakes like this and not give the sob story or threat of staff losing earnings or being a small business. Accidents do happen but it’s how you deal with them that is make or break.

Personally speaking if I had spilt two entire drinks over three people and their belongings I’d be offering a lot more than a couple quid off their bill and would have seen if anything was damaged and if anything was damaged that we could’ve put right. She still didn’t come out to apologise and just sent a different staff member to deal with the reduced bill in the end.

But hey, people have different takes on what customer service is and this manager in particular thought that earning £140 was more important than leaving customers with a good experience over a bad one and ending up with a 1* review.

I guess all it’s done if affirm my view I had from 5 years ago not to ever go back until ownership/ management changes.

Also, this is my no means a gripe at the waiting staff. The girls done what they could within their remit and were great. They shouldnt have wages docked for management not taking ownership of a problem. By law (Employment Rights Act 1996), an employer can only make a deduction from someone's wages anyway IE: it's required by law – for example tax.

So if the staff member who was having wages “deducted” does read this and does in fact have wages deducted I’d be reporting that further...

This resteraunt spoilt my mother's day we were treated like second class citizens, food overpriced and dried up, the poor woman serving the meat was hot and not given support she was wiping her nose and brow and not washing hands my son asked her to wipe her hands we were told to sit back down...told to go up to the carvery then told no sit back down people before us... My son asked yo speak to the manager was concerned about hygiene. Manager came out not helpful accused us of threatening behaviour which was untrue told me everyone else was happy and having a lovely time and asked us what we wanted to do.about it I think they wanted us to leave the waitress said if they go we won't be giving them their money back ..we were there to have a nice time... We pay our way and probably should have left hungry. My son had to go outside and. Manager spoke to him..he was upset... We stayed and paid full price for the worst meal and service ever and then water flooded by under our table, this just finished off the day told to move what a joke £140 for 4 people never to return, they may see things differently but when someone complains you listen to them not to be told what do you want me to do.... The manager should have apologised instead of accusing my sons of threatening behaviour shame on her and for making me feel that my day was not as important as those who were prepared to turn a blind eye to...

Fabulous food, Brilliant Staff and Great Tasting Fresh Food. I booked a table for the Carvery on a Sunday for My Mums Birthday, I’d had great communication with Lee, Brooke and Michelle Regards Flowers being sent to the pub the day before and sorting out Fizz. Got there and it was brilliant Our table had the flowers on and a Ice bucket with Bollinger ready. Michelle personally came over and wished My mum a happy Birthday. The Starters were fantastic, you can choose between 4 and they change every Sunday, the portion was perfect and very tasty. The Carvery was Delicious, you have a choice of 3 meats, Lots of yummy yorkie’s, sausage meat stuffing, freshly roasted pots, Parsnips and even boiled pots. The Vegetables are so fresh, they are tasty, steamed and bought straight from the Farmer. It is beyond an comfortable yet elegant atmosphere, nothing is to big nor small a request and the staff are highly attentive. You don’t feel rushed, food is cooked fresh to order and your taste buds come alive. My Mum and I went back the following Sunday and it was just as amazing as the first time. We have even booked for Christmas Day and New Years Eve. There is a menu for the bar area but you can have this in the Carvery dining area. They hold weddings and events of all kinds, it’s beautifully decorated and designed. I rate The Swan 5/5 on Food, Service...