Bedford Swan Hotel and Thermal Spa

Great experience,lovley staff and great service,I'm very pleased and recommend it.

Stayed for one night. Room very comfortable and clean with a vibrant décor. Service was friendly at reception and helpful.. Will certainly return.

On the 14th March we came for afternoon tea. I had called ahead and informed you that my auntie was in a wheelchair and I was told it was not a problem. Upon arrival and parking in the disabled spot in the back we realised there were steps, and also curbs all around the space which is difficult to manoover. Therefore we called for the manager, who was the most unhelpful person ever. She said she could get the ramp out, however as it was unstable we would have to use it without her so she wasn't liable if something went wrong. I therefore asked is there anyone else who could help, she then summoned I presume the grounds person who said no problem I'll take you round the side, he asked where we were going and we said afternoon tea. We therefore entered a side door, all the way through the restaurant to the end and guess what???? More stairs. Therefore at this point it was becoming embarrassing as for a disabled person to have pointed out that they are different and can't climb stairs is just appalling. That they are a problem! We then asked the manager again can we have afternoon tea here so that my auntie who was at this point in tears didn't feel bad. She confirmed NO! SO we asked how are we going to get up there then and they said you have to go round the front. Honestly are you kidding! We then wheeled her back again and went through the side door and to the front, again no help from your staff. So we walked to the front, no one was there to help us, you would have thought the manager would be waiting to help us with the door knowing what we had been going through. But no, so we managed to get her through the double door, which I may add did not stay open as the button was broken. I have never been to a supposedly very affluent hotel to be treated so disgusting. It was as if you don't want disabled people there. This was my aunties birthday, she cried all the way home. I will be posting this further on trip adviser and any social media platform, but will wait to hear from you. The manager was vile, she didn't apologise once, didn't offer anything complimentary, she ruined my aunties special day. We won't get that time together back. Reply from hotel summarised! Sorry, we will do better, will speak to staff, no compensation or refund, please come again! NO WAY! Had another email, this one telling me that as I didn't wait for a response they would not compensate my auntie, even though they were completely in the wrong and also discriminated my disabled auntie. And basically had a go at me for posting the truth Very very poor!

Great hotel, centrally located and a superb breakfast.

We came here for the afternoon tea. We were booked in for 3.30pm and we were told they weren't ready and to wait somewhere and they didn't know when it would be. We asked if we could have the tea while we waited and they said no. We weren't seated until half an hour later and then there was another long wait for the afternoon tea to arrive. When it did, it wasn't clear which one was for what person with specific dietary needs. When we asked they said they weren't sure, they'd have to find out. The delay then made us late for subsequent activities we had booked. The service was very poor.

Nice hotel, good food and service. Rooms a little dated but bathrooms new and lovely. Good central location by the river.