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I hope our experience of The Swan is indicative of an 'off day'. We had booked to stay for 4 nights over the Easter Weekend, my husband made the booking back in January as we were planning to walk in the Malvern Hills, and prefer staying in Inns to Hotels. I phoned the day before to confirm the booking, and I tried trepeatendly to get through from lunch time until 6.30pm when the phone was eventually answered - in the meantime the phone goes through to an answerphone with an automated american voice, it doesn't identify The Swan so I wasn't sure that the number on the website was right. I confirmed with the member of staff that we would be arriving the next day in the afternoon and booked a table for dinner. After a 4 hour drive, we arrived at the Swan at around 5pm, the place was locked up although a couple of cars were in the car park, and it looked like activity coming from the kitchen, no-one was answering the door or the phone. There was a sign up in the window saying if you were checking in to phone a mobile number which we did, it went to voicemail, we left a message but weren't called back.After a while we pondered our choices and decided to try somewhere else - we were able to find another Inn locally where we stayed and had a lovely time. I phoned The Swan back later that evening to tell them and got through to the person I assume is the Landlord, I was told that he didn't answer his phone previously as he was having his car serviced.I told him we had made alternative arrangements for our stay, given that we had paid a deposit for our stay I was at least expecting an apology for the inconvenience and an offer of the deposit to be refunded - netiher forthcoming.All in all, I hope this was just an 'off day', but it is a good example of how you tell more people when you have a bad experience!

Have lived in Malvern for a long time but ate at the Swan for the first time recently. Although a Friday evening the restaurant was fairly sparsely populated which unfortunately did not result in a great atmosphere. The service however was attentive, prompt and pleasant. The food was good without being excellent and the price was what you would expect for a pub restaurant. Can recommend the Doom Bar ale! Will probably dine here again but not top of my list.

We were staying in Hanley Swan for a hen weekend and were told that the Swan Inn was a good little pub to go for an evening meal. We booked a table for the saturday at 7:30pm. When we arrived we were told that there was no record of our booking and that is wasnt their problem that it wasnt there and it must be our fault for booking it wrong. I knew for a fact that i had booked for the right day so was very unhappy straight away, The manager did not even try to apologise for the mistake and did not seem to want us to stay. The rest of the part arrived and we went and asked again to see if they could find our booking as we knew we had booked for this date. They then found our booking but for the wrong date so it was their mistake. They still didnt seem to apologise much and said oh we may be able to squeeze you in at 9:00am - this was at 7:45pm. We were not very happy with this but we had no where else to go as it is a small village and we didnt have transport. So we got some drinks and sat and chatted. They told us they would take our order at 8:30pm so that when we were seated we our food would come our more quickly. At 8:45pm no one had come to take our order. We had to go and ask for this to do done. 10 minutes later the manager (terrible customer service) came over and told us that we couldnt be seated untill at least 10pm. We were shocked and appalled at this due to the fact it was their mistake. We would have given them a lot of business that night and they were just not helpful. Only one member of staff - a young man - apologised and said he was very sorry for the mix up. The management staff did not seem bothered at all and did nothing to try and make up for their mistake,We will NOT be going back here at all and will be telling everyone that stays that the farm we rented not to go as it is terrible.

We were staying in our caravan nearby and having read about the Swan decided to give it a try. We had not booked but arrived at 7.15 pm and asked could we have a meal. We were told they were busy because of the Show at the nearby showground but could fit us in around 8.30 pm. We waited but were getting a bit concerned as nobody came to give us any information and we felt quite forgotten. At 8.45 pm I asked the man at the bar could we have an update and a very nice gentleman arrived, who we assumed was the restaurant manager. He apologised and asked would we be prepared to eat at the bar. Having a agreed we placed our order and waited. By 9.20 pm my partner, who had been unwell recently, felt quite ill due to lack of food. We went to the bar for a progress report and were told our food was not on its way and would probably be at least another 30mins! We promptly left and were just in time to buy fish and chips at a chippy in Upton nearby. It would have been better if we were told earlier on that they could not cope so that we could have searched for another restaurant. You are unlikely to find anywhere serving food after 10.00 pm!!! It was quite a disappointing evening.We often stay in this area and go out for an evening meal but are not likely to try the Swan again.

I came as a family for my Birthday not long ago, and was thrilled with the meal we had. We received a warm welcome and the staff were more than attentive. We all chose different things off the menu and were all extremely happy with each dish, from starter to dessert. A place to watch as i am sure it is developing in an upwards spiral at fast pace. Highly Recommend.