河上天鵝酒店(The Swan on The River)

Cold mediocre food in Smoke and Spice. Rooms nice but noise from band permeating rooms. Riverside Bar advertised as open late shut when we tried to escape the noise at 9.45. Manager not returning call/email and staff evasive when I asked for the manager’s details. One member said Hannah and another said it was a man! We came away for a quiet weekend with another couple hoping to have a few drinks and conversation and enjoy a nice meal or two. The website is totally misleading and at £390 for 2 rooms for 2 nights without even breakfast I expected something better.

Booked a night away for our first anniversary. We arrived to see a sign for live music until 2am Friday and Saturday nights !! Not mentioned when the booking was made. Band started at around 9pm and finished late as noted on the events board. The rooms back directly onto the area where the live music events are held. Not good for a peaceful night sleep Breakfast was listed as an extra, but. when we enquired, were told no breakfast was available but there is a local cafe!! That said, the room was lovely, very clean with a small balcony overlooking the river, very peaceful for morning cuppa. We had to leave fairly sharp on Sunday morning and the board outside said open at 8am, when we tried to book out at 8:30 the gates were locked to the pub. We tried to ring to find out what we did with the key card, but there was no answer. The staff were friendly and there was a relaxed atmosphere in general. Food was OK but service times weren't great.

Firstly went to the Brasserie to order food where the staff were repairing a fan on the counter top. Told to order in the bar, no please! In the bar there was a very loud customer who seemed to be controlling every conversation. I ordered food for 4 and a child. 50 minutes later I asked if I could have my granddaughters food and was told ‘the order didn’t go through’ even though I had paid in full. I asked for a refund to see that the very loud customer was now fixing the fax on the bar top using foul language. I took my refund and left. Drove to Arbuckle’s in Ely where the service was amazingly perfect! Swan Pub, go to Arbuckles and learn something!

I booked this place last minute as was working in the area, from the outside its looks nice and has a great view of the river. I Had some food in the restaurant which wasnt great, the ribeye was awful, the staff didnt even ask if i needed any sauces or anything. Was also playing jazz which didnt seem to fit with the place. The best thing about my room was the view.... The beds were two singles pushed together with the cheapest single mattress you could buy. The worst nights sleep ive ever had. Says online when booking that they do breakfast but then to be told they dont after you have booked. Very poor!!!

Although we couldn't make it to our stay at The Swan - Ely this time, the extraordinary customer service has firmly placed this hotel on my must-visit list. The impeccable assistance from Nirmal, especially during an unexpected cancellation due to a work trip mix-up, highlighted their exceptional understanding and hospitality. If their rooms match the level of service, my expectations are thoroughly positive. I eagerly look forward to experiencing their accommodations firsthand in the future. Hats off to the outstanding professionalism and warmth received. Until then, my anticipation remains high.