The Swan Hotel, Wells

"Food was excellent, shame about the staff and customer service "

Total disconnect between front of house staff and kitchen.
We booked at table for 12. On arrival seated and paused as sorted ourselves out. Drinks and food were ordered (around 1230) and we then waited until gone 1300 before our drinks arrived to discover that my partners gin cocktails didng have correct tonic. When questioned we were then only told that the bar had two types of tonic (not the one needed for his cocktail or any other he picked) so we asked a different cocktail which we then waited another 10 mins for. This was after I had had to chase our drinks to start with and again for the replacement cocktail which were told was just being made but still had to wait for. Food took over an 40 mins to come to table, and in that time nor on arrival were we told there was a delay with food.
Both of us are vegan and when we ordrered desert (sticky toffee pudding) it again took 20 mins before someone came and told us there wasn’t any. Offered complementary crumble
Instead but too late for us as ee had a booking at cathedral. Asked if we could come back after 1600 when finished and was told that food stopped at 1500
Although bill was reduced the experience was marked and I don’t think I would return again which was a shame as food was excellent. Never been somewhere were the staff so disconnected as to what was avaliable or going on with the teams.
Bar staff attitude when I asked was rude as I told they had no idea what going on in kitchen or how long I would have to wait as they were at staff.

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