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Reviews of Swan Inn, Heathrow Airport

2 out of 5
Swan Inn, Heathrow Airport
16 High Street, Staines, England

Reviews

3.6
Rating 10 - Excellent. 7 out of 101 reviews" "
Rating 8 - Good. 6 out of 101 reviews" "
Rating 6 - Okay. 5 out of 101 reviews" "
Rating 4 - Poor. 18 out of 101 reviews" "
Rating 2 - Terrible. 65 out of 101 reviews" "

3.8/10

Cleanliness

4.4/10

Staff & service

3.8/10

Amenities

3.6/10

Property conditions & facilities

4.2/10

Eco-friendliness

Reviews

4/10 Poor

Emmeline

Travelled with family
Liked: Amenities
Disliked: Cleanliness, property conditions & facilities
Could be real cute with a little work. The bed was very comfy
Stayed 1 night in May 2024

2/10 Terrible

Vedaste

Business traveller
Disliked: Amenities
I was shocked and disappointed as soon as I entered the property to check in. The level of dirty was beyond believe. I simply regretted the booking.
Stayed 3 nights in May 2024

2/10 Terrible

Cole

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
I got screwed by Expedia and the property management, the people were on drugs and we didn’t stay there
Stayed 1 night in May 2024

2/10 Terrible

Armindo

Liked: Amenities
Disliked: Cleanliness, property conditions & facilities
The room not good condition smiling
Stayed 1 night in May 2024

2/10 Terrible

Ghulam

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024

2/10 Terrible

Kwame

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There were stains on the bedspread provided. No towels were provided even upon request with the excuse that none had been delivered. No heat in room provided and it wasn’t rectified despite my complaints. No hot water in bath and when I wanted to leave and book another hotel I was told no one could assist me. I had booked 2 nights but I had to leave after 1 night because we just couldn’t take it anymore. I had to look for and book another hotel.
Stayed 2 nights in Apr 2024

2/10 Terrible

Megan

Disliked: Cleanliness, amenities, property conditions & facilities
I don’t think this place has been cleaned in years. There was 1/2 of dust under the bed and mold dirt in the bathrooms. My room floor was peeling up and also sticky. Avoid this place until they deep clean it
Stayed 1 night in Apr 2024

4/10 Poor

Karen

Travelled with group
Disliked: Amenities, property conditions & facilities
The online description, and the signage on the building, didn’t represent reality. The rooms may have appeared the same as the description at some point in the past, but no more. The carpeting is long gone. The promise of "food all day" was not just a bit wrong but totally so: there's now only a bar downstairs, though the dining area still exists. No food. You're supposed to be able to call them to arrange for check-in earlier than 2, but the central number resulted in someone totally unfamiliar with the Inn saying that my confirmation wasn’t legitimate and giving me a number to call, which got no answer, ever. Check-in begins at 2, apparently, because no one is there much before 2. Luckily on Tuesday, the guy who runs the bar did get there early--after we'd already missed our tickets to Westminster--and we were able to at least put our luggage in the office between the dining area and pub, but given that transport is nowhere near as simple as it was presented in the description, there was no place to go. Restaurants in walking distance didn't open till 2 or 4 p.m. The guy who ran the bar WAS very helpful and kind; and when the guy who runs the lodging side of the Inn came in, he was also kind, helpful, concerned with our satisfaction, and did everything he could to make us comfortable and take of the things we needed. But honestly, a true description of the place--which should include that it basically is a hostel—would’ve = an informed choice rather than dissatisfaction.
Stayed 1 night in Mar 2024

2/10 Terrible

Arfan

Stayed 1 night in Feb 2024

2/10 Terrible

HANAN

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Bad experience ever.
Stayed 1 night in Feb 2024

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Feb 2024

2/10 Terrible

Mr S N

No room at the Inn
Can't comment as it was overbooked and I was denied access despite having a reservation number. Staff no help whatsoever. Eventually got assisted through Oyo contact centre, but not with access or alternative accommodation - slept in my car in a layby after checking out many other hotels in the area - none had space except at £500 plus for a night. The map link on the booking takes you to the centre of Staines, nowhere near this place.
Stayed 5 nights in Sep 2023

2/10 Terrible

Tobias

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Avoid this hotel and hotels.com
Avoid this hotel and hotels.com. I arrived at the hotel with my family at 8 pm. The person who welcomed us was a person who worked in the pub attached to the hotel who didn't know about the reservation. He took us to a room that did not have a private bathroom (as stated in the reservation). I asked and the person said he didn't work for the hotel (only for the pub). He gave me the cell phone number of someone who worked at the hotel and told me to get in touch. This person left without giving me the room key and left the hotel open. Nobody answered the phone. I spent an hour with Hotels.com on the phone (he was the only one who answered me), who also couldn't contact the hotel. I decided not to stay at the hotel because I didn't have a room key. Hotels.com did not refund my money, even though I questioned for an hour that I could not stay at the hotel because the room was not as expected, there was no one in the hotel and everything was open.
Stayed 1 night in Dec 2023

4/10 Poor

michael

Stayed 1 night in Dec 2023

8/10 Good

Glenn

Stayed 1 night in Nov 2023

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The address on web site was misleading, i had spent £25.00 on taxi to get there, the place not as i expected, althought i understand you get what you paid for, but iw was disappointing, went in the room, the bed was clean, the bathroom has been refurish, but no wifi and no television the wire was hanging off the wall. It was noisy and door bangings. It was not a good night
Stayed 1 night in Nov 2023

2/10 Terrible

jonathan

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disgraceful - AVOID
- Door wasnt lockable on outside - dirty linen and towels - floor tiles broken and dirty - walls stained and dust everywhere - no kettle or cups - no tv remote or bin Checked out 90 mins later Even after sending video and photos, Hotels.com and OYO both refused to give refund to date and hotel manager refused to speak to me
Stayed 3 nights in Oct 2023
Response from Joey on 6 Nov 2023
We are sorry to hear about your experience, Jonathan! Request to consider this as an off case, as cleanliness is one of the basic priorities in our hotel. Do give us another chance to host you soon and we will ensure that you experience the comfort and hospitality we are known for. Regards, Joey

2/10 Terrible

Lorraine

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The main phone number for OYO swan inn rang out when we tried to notify of late check in. When we arrived nobody answered the mobile number handwritten on a scrap of paper on the window. Had to find another hotel at 11pm. Arrived the next day, room had food splash marks all up the wall and dirty room/floor. Staff quite uninterested with no customer service.
Stayed 3 nights in Oct 2023
Response from Maria on 6 Nov 2023
Apologies for the problems you had faced, Lorraine! We have made a note of your experience this time. Rest assured, we will strive in the future to ensure a great stay with us. Regards, Maria

10/10 Excellent

chun keung

Stayed 5 nights in Oct 2023
Response from Maria on 6 Nov 2023
We are sorry to hear about your experience, Keung! Request to consider this as an off case, as cleanliness is one of the basic priorities in our hotel. Do give us another chance to host you soon, and we will ensure that you experience the comfort and hospitality we are known for. Regards, Maria

2/10 Terrible

Michael

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Run down. Not clean.
Stayed 1 night in Oct 2023
Response from Tim on 6 Nov 2023
Hi, Michael! We are truly sorry for finding that your experience with us was not nice. We will certainly be working on your suggestions to provide you with the best possible experience next time Regards, Tim

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Prison cell
Windowless room,no towel,no bin,hairs on bed sheet
Stayed 3 nights in Oct 2023
Response from Barbara on 6 Nov 2023
Hi! We are sorry for the unpleasant experience. Cleanliness is something that we cannot compromise with and we never want our guests to experience such issues. Thanks for highlighting this issue, request you to be assured we will be taking this up and get it fixed with immediate effect. Have a great day ahead! Regards, Barbara

6/10 Okay

Simon

Stayed 1 night in Oct 2023
Response from Barbara on 6 Nov 2023
Hi, Simon! Thank you for rating us and for the valuable feedback. We have forwarded the matter to our relevant team for ensuring your future stays are up to the mark. Regards, Barbara

2/10 Terrible

Tony

Stayed 3 nights in Oct 2023
Response from Tim on 6 Nov 2023
We are sorry the stay turned out to be an average one, Tony! We have checked the reviews and the problems within our services that have bothered you and we are working on it. Just take this as an off-case, this is certainly not how we treat our guests. Hope to get another chance soon so that we can make things up for you with an awesome stay ahead. Regards, Tim

2/10 Terrible

Emily

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Awful! Was speechless when I arrived and saw the state of the place, from the cigarette butts left in the room to the note scrawled on the wall from a previous customer expressing how awful it is there! Loud beeping all night from the door locks and total lack of soundproofing. No towels provided for for showering, not that I would have wanted to go in the shower looking at how unclean it was!
Response from Noah on 6 Nov 2023
We are extremely sorry to know this, Emily! Thanks for notifying this concern to us. We will surely escalate this to the relevant team to take corrective action and to make sure it is not repeated in the future. Regards, Noah

2/10 Terrible

Lee

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst nights sleep ever! Do not pay to stay here!!
THE worst ever accommodation in every sense, room still had prebious guests rubbish from 20days earlier, mattress was non descript, no cushioning whatsoever, most uncomfortable nights sleep ever.. was pleased to be up and out early... bed sheet on a double would barely fit a single, flooring was perished and in need of replacing 20 yesrs ago, shower rail broken so impossible to have a shower, no towels to dry yourself, no soap or gel either.. no kettle or tea stuff in the room.. rooms above a bar that was closed.. should have been a minus 5 rating but no option for that...
Stayed 1 night in Sep 2023

2/10 Terrible

Mark

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked a two-night stay at this hotel, primarily for its proximity to the airport, with the intention of ensuring a smooth start and finish to my travels. Unfortunately, my experience was far from what I had hoped for. Upon arriving for my first night, I was allocated a twin room with a shared bathroom, despite having booked a double en-suite room. The room itself was far from welcoming - there was a persistent unpleasant smell, evidence of dust accumulation in various corners, and an uncomfortable bed that did little to promote a good night's sleep. To make matters worse, there were no towels provided in the room, a basic amenity that should be standard in any accommodation. However, the real ordeal came when I returned for my second night. Shockingly, I was informed that the hotel had overbooked and had no rooms available, leaving me stranded without any accommodation. To add insult to injury, the hotel disputed my claim with the booking platform, falsely asserting that I had stayed there on the second night. This experience has left me deeply disappointed and inconvenienced. It's disheartening to encounter such issues when all I sought was a reliable place to stay near the airport. The lack of accountability from both the hotel and the booking platform has left a bitter taste, and I strongly caution others against considering this establishment for their travel needs.

2/10 Terrible

G

Stayed 1 night in Sep 2023

4/10 Poor

Michael

Stayed 1 night in Sep 2023

2/10 Terrible

Flogert

Business traveller
Disliked: Cleanliness, property conditions & facilities
This property was very dirty absolutely disgusting. The room was very claustrophobic hot no ventilation whatsoever. When I went into the room, someone had left a teabag inside the kettle I would avoid this bed and breakfast at all costs in the future.
Stayed 3 nights in Sep 2023

8/10 Good

Mateusz

Liked: Staff & service, amenities
Ok
Stayed 1 night in Sep 2023
Response from Noah on 12 Sept 2023
Thank you for your appreciation, Mateusz! We hope to give you a consistent service every time. Regards, Noah

2/10 Terrible

John

Stayed 1 night in Aug 2023
Response from Ava on 12 Sept 2023
Hi, John! We are sorry for the trouble that has caused. We would like to thank you for sharing such valuable reviews. Definitely we can work on it to make sure that your next stay turns out to be awesome. Regards, Ava

2/10 Terrible

Colin

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Truly, truly disgusting place with vulgar staff.
This is the worst place I have ever stayed. Was meant to be there 2 nights and left first thing after first night. The staff were rude as in I was greeted with "Oh another one that needs a room" followed by him cussing out customers at the bar. Booked a room with 2 twins and was given a room with one twin that barely had enough room for the twin. Asked for WiFi and was told he get me the code tomorrow. Shared bathroom was falling to pieces with discarded tolieteties littering it. Was not provided a towel. Truly, truly disgusting place with vulgar staff.
Stayed 2 nights in Aug 2023

10/10 Excellent

Vanessa

Stayed 1 night in Aug 2023

2/10 Terrible

Niroet

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023

2/10 Terrible

Linda

Stayed 1 night in Jul 2023

10/10 Excellent

Kayla

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
I loved how close we was to watch the planes take off and how they are shops close by and the place was easy to get to by public transport Would stay here again!
Stayed 2 nights in Jul 2023
Response from Eva on 20 Jul 2023
Hi Kayla! Thanks for taking out time to share your prestige review with us. We take pride in giving outstanding services to our customers and we are overjoyed to receive your compliments and appreciation. Regards, Eva

2/10 Terrible

Gavin

Stayed 1 night in Jul 2023

2/10 Terrible

Brian

Stayed 1 night in Jun 2023
Response from Eva on 25 Jul 2023
Hi, Brian! We are sorry to know that you are not fully satisfied with our services. Be assured, we will strive day and night to make sure your future visits are more comfortable and relaxing ones. Regards, Eva

8/10 Good

Janek

Liked: Cleanliness, staff & service
The beds though soft were clean and presentable. Perfectly acceptable for the price
Stayed 4 nights in Jun 2023
Response from Rosy on 15 Jul 2023
Thank you for your appreciation, Janek! We hope to give you consistent service every time. Regards, Rosy

2/10 Terrible

John

Stayed 1 night in Jun 2023
Response from Tim on 15 Jul 2023
Apologies for the problems you had faced, John! We have made a note of your experience this time. Rest assured, we will strive in the future to ensure a great stay with us. Regards, Tim

2/10 Terrible

Amanda

Stayed 1 night in Jun 2023
Response from Eva on 20 Jul 2023
Hi, Amanda! We regret the unpleasant experience you had with us. We are continuously working on improvements. Looking forward to serving you better. Regards, Eva

4/10 Poor

John

Disliked: Cleanliness, property conditions & facilities
Was dirty in room , Staines on walls , electric sockets hanging off walls , window latch missing and room smelt of BO , Indian room assistant didn’t know what an en suite was , only stayed one of the two nights I booked and was very noisy with doors banging all night
Stayed 2 nights in Jun 2023
Response from Barbara on 15 Jul 2023
Sorry for the inconvenience, John! We understand that we have not been able to live up to your expectations. Do not worry, we are continually working to improve our services to make sure your next stay is enjoyable with us. Regards, Barbara

4/10 Poor

John

Stayed 1 night in Jun 2023
Response from Maria on 15 Jul 2023
Hi, John! We are truly sorry for finding that your experience with us was not nice. We will certainly be working on your suggestions to provide you with the best possible experience next time Regards, Maria

2/10 Terrible

Parameswaran

Disliked: Staff & service, property conditions & facilities
Stayed 1 night in May 2023
Response from Ava on 31 May 2023
We are sorry to disappoint you, Parameswaran! We can understand that your stay with us has not been a pleasant one. However, we will definitely strive hard to serve better. Do give us another chance and we will ensure that you would experience the comfort and hospitality we are known for. Hope to welcome you soon :) Regards, Lisa

2/10 Terrible

John

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in May 2023
Response from Rosy on 15 Jul 2023
Hello, John! We are sorry for the trouble caused. Your feedback has been duly noted, and we will continue to make every effort to ensure more enhanced service. Regards, Rosy

2/10 Terrible

Tabytha

Liked: Property conditions & facilities
I called ahead and said I'd be a late check in, really morn check out. But they couldn't leave a key out for me so I never got to sleep or stay. I'd like a refund actually
Stayed 1 night in May 2023
Response from Ava on 24 May 2023
Hi, Tabytha! We regret the unpleasant experience you had with us. We shall strive to meet up to your expectations so that we can make your stay comfortable with us. Looking forward to welcoming you soon with a delightful stay ahead :) Regards, Ava

2/10 Terrible

Farhad

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Dirty, broken doors,no towels, no trash basket, long walking distance from and to bus stop, Awful place!
Stayed 1 night in May 2023
Response from Ammy on 10 May 2023
Apologies for the problems you had faced, Farhad! We have made a note of your experience this time. Rest assured, we will strive in the future to ensure a great stay with us. Regards, Tim

2/10 Terrible

Martyn

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The place was so bad that after checking in, I checked out. There were no towels, the shower riser rail was broken. The mattress was about 4” thick with all the springs digging into you just by sitting down on it. The tv did not work. I was very disappointed. I’m still trying to get my money back.
Stayed 1 night in Apr 2023
Response from Ammy on 10 May 2023
Hi, Martyn! We are sorry for the trouble that has caused. We would like to thank you for sharing such valuable reviews. Definitely we can work on it to make sure that your next stay turns out to be awesome. Regards, Tim.

2/10 Terrible

SABYASACHI

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
I booked and paid in advance for Double Bed with attached Bathroom room but hotel given me Single Bed room with shared bathroom e even after shown all documents. They have not refunded the difference amount. They simply ignore.
Stayed 5 nights in Apr 2023

4/10 Poor

Ida

Disliked: Staff & service, room comfort
Horrible.
I woke up to a man pounding on my door demanding payment after payment was made via this website. It took over two hours of me sitting outside the room attempting to show them receipts etc…before they figured it was their fault. I did not get an apology, even from the owner who showed up and was very angry with me. Horrible experience.
Stayed 2 nights in Apr 2023
Response from Rosy on 4 May 2023
We are sorry to hear about your experience, Ida! Being a visitor, we expect everything is perfect. Do not worry, we have shared the feedback to our relevant team immediately to rectify the issue. We hope to serve you better in the future. Regards, Rosy