The Swan Hotel, Stafford

"Comedy of errors"

Oh dear... really let down on Easter Sunday. Things didn't feel right at the start - very quiet on Easter Sunday where I expected The Swan to be busy. We went to resturarant and had to wait to be seen to be seated dep hotel manager agreed we waited too long to be seated.We were hurriedly given menu and informed of specials. Er any chance of the wine menu - Oh I'll get that for you. So point 1 I would expect when dining here or anywhere "Good afternoon" with a smile, here are the wine and food menus, would you like to order anything whilst you decide - this didn't happen. So we negotiated the minor errors but sensed a poor level of training or capacity issue. We placed our order, roast beef, roast lamb (special) and nut roast. We were informed it would be approx 30 mins as food is cooked to order - a very welcoming fact. Food arrived looking great with huge yorkshire puddings - NOM you might imagine. My visit was with my partner and Mother to celebrate easter. My Mother has been recently diagnosed with terminal cancer so it was a special occasion. My Mom asked for some mint sauce to accompany her roast lamb. Thats when the comedy of errors occurred. The mint sauce was accidentally tipped down my back by waitress and glass broken on floor. I didn't move a muscle before or after. I froze. Accidents happen, I was waiting for the response, which was - glass cleared up off floor, an slight apology till I pointed out the mint sauce was all over my back and suit. TBH due diligence warm towel offered to suit to reduce any staining. My meal was going cold and had to ask for it to be kept warm. Manager came over to tell me to get any cleaning costs receipted and they will reimburse, and if I'd like to dry my shirt off I could do it in the male toilets under the hand drier.Meal came back oh joy I was starving at this point - COLD. I sent it back. I was then asked if everything was satisfactory with my meal I just looked at the dep manager "what meal?" as I had no food in front of me! My meal was refunded, an utter disaster of customer care and supportive and effective staff training

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