Three Swans Hotel

Room comfortable and clean. Staff very helpful and friendly especially waitresses who made great fuss of our dog and also spent time helping us with problem downloading new parking system. Good breakfast. This is our third time there and is our go to hotel in Berkshire whilst visiting friends in the area. Thankyou again to frendly and helpful staff.

Stayed three nights this weekend, good food, very large and well appointed bathroom and bedroom, excellent service. The staff were friendly, efficient and accommodating. I left behind my charging equipment, telephoned when I got home and they were delivered by Royal Mail at 9.30 the following morning - superb service. Well done Bruce and your team

My husband and I went to the swan on 1st may, the weather was nice so we sat in the beer garden and ordered drinks and breakfast via the QR code on our table. Our drinks came out straight away and we were just chatting and waiting for food, I then ordered a second drink and again it was bought out straight away, it was then that I realised that 35 minutes had passed and our food still hadn’t appeared so I asked the staff member if they could check on our order. The staff member, Tracy, went to check with the kitchen and then came out and said that there was no food on our order, she then said that there was an issue with the QR codes and that they should have been deactivated. She then went to take our order but due to how long we had waited we decided that we didn’t want to wait any longer so asked if she could refund the food. She went away for a while and then came back and said that she’d done it, she gave us a card with contact details and her name on to call if there was an issue and said that the process can take a few days which was fine and we left. I waited a week due to it being a weekend and a bank holiday but there was still no refund in my bank account so I tried to call tracy, I got a colleague of hers and when I asked to speak to her, she was there, the colleague put the phone to the side but didn’t put me on hold so I heard the conversation. Tracy advised that there had been “some issue with a QR code but that was it” when asked by her colleague about the issue. Her colleague then came back to me on the phone and said that Tracy had finished for the day and asked me to explain what had happened. This was unacceptable, I did not appreciate being lied to and was disappointed that tracy couldn’t be bothered to talk to me about the issue that she had been involved with. The colleague told me that she couldn’t help but that she would pass my details to Bruce who would be in the next day and would call in the morning to resolve the issue. The morning came and went and I’d received no call so I called the pub, I tried three times and got an automated message on the general option stating that there was no one available to take my call so I called back and selected the reservation option and Bruce answered the phone straight away! He said that he hadn’t called as he had no information for me but he hadn’t taken any details from me. I advised that I would have appreciated a call just so that I knew that my number had been passed to him and that he was looking into it. He assured me that he was in contact with IT and would sort the issue soon. After toing and froing and promises of contact and my refund would be in my account within 2/3 days which was rubbish, I finally got my refund on 28th May. My refund took 27 days to process and I had to keep chasing for information which is extremely disappointing. I was offered a free meal for my troubles but I will not be going to this establishment ever again, free or otherwise!