Name: Innkeeper's Lodge Norfolk Broads, Horning
Address: The Swan Inn, 10 Lower Street, Horning, NR12 8AA, United Kingdom, Horning, Horning, Horning, NR12 8AA, United Kingdom
Rating: 7

Smoke-free property

Heating

Garden

All Spaces Non-Smoking (public and private)

General

Non-smoking rooms

Family room

Rooms

Meals

Free Wi-Fi

Internet

Free parking

Parking

Family/Kid Friendly

Kids

Pets Not Allowed

Pets

Location

At the hotel

RAF Air Defence Radar Museum

Norwich International Airport

Innkeeper's Lodge Norfolk Broads, Horning

Horning

child-bed

child-bed-fee

external-private-bathroom

private-bathroom

shared-bathroom

10-beds

11-beds

12-beds

13-beds

14-beds

15-beds

16-beds

17-beds

18-beds

19-beds

2-beds

20-beds

21-beds

22-beds

23-beds

24-beds

25-beds

26-beds

27-beds

28-beds

29-beds

3-beds

30-beds

31-beds

32-beds

33-beds

34-beds

35-beds

36-beds

37-beds

38-beds

39-beds

4-beds

40-beds

5-beds

6-beds

7-beds

8-beds

9-beds

king-bed

queen-bed

limited-time

lounge

treatment

no-window

bay-view

bosphorus-view

canal-view

city-view

courtyard-view

garden-view

golf-view

harbour-view

inland-view

lake-view

land-view

mountain-view

ocean-front

ocean-view

oceanside

panoramic-view

park-view

partial-ocean-view

partial-sea-view

partial-view

pool-view

river-view

sea-front

sea-view

street-view

sunrise-view

sunset-view

water-view

with-view

annex

basement

main-building

1-bedroom

2-bedrooms

3-bedrooms

4-bedrooms

5-bedrooms

6-bedrooms

not-guaranteed

wired-internet-access

smoking

sauna

duplex

safe

mini-bar

breakfast-for-1

breakfast-for-2

pets-allowed

wi-fi

kitchen

I'm not usually someone who writes negative trip advisor reviews but on this occasion I feel I have no choice. We booked a meal for my partner's birthday whilst we were holidaying on the Broads and our friends booked a hotel room here so they could celebrate with us. The booking for the meal was made for 8.30pm 3 or 4 weeks earlier. When our friends checked in they were told the kitchen was closing at 8pm and staff advised that we would need to come early if we wanted to eat.  My friend contacted me to let me know what they had been told, so as soon as we had moored I walked up to the Swan to enquire why our booking had been taken for 8.30pm. After speaking to the female staff member, I was advised that we would not be able to eat unless we arrived by 8pm and that she "couldn't understand why the system had allowed the booking for that time".  I told her I was disappointed but would speak to my partner and see if we were able to get there any earlier but that we would probably not be able to make it. 

The fact that this happened when our friends had travelled 160 miles to meet with us and specifically booked to stay at the Swan Inn was bad enough but the management's response to my partner's trip advisor review is absolutely shocking. They have blatantly lied about what they said to us, they didn't "simply ask if there was a possibility of us coming any earlier" they told our friends and then later myself that we had to come by 8pm if we wanted to eat. They then go on to say that my partner went into the pub shouting at team members when in fact my partner never even went into the pub at any point. He was then accused of breach of contract because we didn't show up for our 8.30pm booking, the booking that we had been told they couldn't honour because the kitchen closes at 8pm. 

Disappointing service and even more disappointing behaviour from management.  Needless to say their response has been reported and we will never eat or stay at an Innkeeper's again.

Booking not honoured and then shocking response from management

We stopped at the Swann Inn and asked if we could have a table, we were given our seats and the menu.  Looking at the menu we decided to have 3 meals off the lunch time deal on the menu we were given.

Average food (ice cream poor!), nice pub, drink ok.  However, when we paid our bill, we were shocked to find it over the costs basically calculated.

On asking why, we were informed that the menu wasn’t for a bank holiday and the deal wasn’t on, sadly this isn’t on the menu, nor is it communicated anywhere in the inn.  Plus, the menus were given to us.

Simply put, the lady dealing with us wasn’t the manager who wouldn’t come and speak to us, and left the girl to deal with it.  Very poor.

Poor in leadership, poor in getting the staff to give out in correct menus (as it was the end of the bank holiday weekend), and even worse, against the law for falsely offering a deal and then ordered and eaten not accepting that deal.  Please refer to the Sale of Good Act for reference.

The issue for me, is that the manager couldn’t face the customer and left it to a young lady to address – lack or moral compass by a long way!

Menu doesnt match the bill?

Booked a celebration dinner at The Swan Inn in Horning. Friends booked a room there and travelled 320 miles round trip to join us. Table booked for 8:30 and confirmed on the web and by email for the last 3 weeks. 

Turned up tonight to be told the kitchen closes at 8:00. 

Absolutely diabolical and no member of staff actually gives a sh**.

Needless to say I’ll be taking further action for their breach of contract but thought I’d post on here so that the community spend their money at the New Inn instead…..

Absolutely diabolical service and attitude

Myself and a group of family/ friends booked a large table for Xmas lunch,, we also whent last year then it was fantastic both the food and service,,  Where to start about this year!!!!
Services was very slow and poor,  There was some confusion on what was ordered and arrived at the table !! The server was very rude and abrupt! My partner whent to talk to the manager!! we ordered a round of drinks and water for the table we had pre ordered the food , some of the food came then the drinks then some time later the the rest of the food arrived! We had to ask 4 times before the table water arrived! The food was not good and over priced 😤we all agreed it’s a pity but made the best of it,, next year we will be booking elsewhere to add insult to injury we ask for the bill and the service charge of £30 per couple was added to the bill , The server then removed the service charge and gave us a new bill but the drinks came to £10 more on the second bill ?? In the end we just paid the bill including the service charge et,, it’s amazing how down hill the place as gone ☹️

Xmas lunch

I really can’t understand the negative comments on here. Our stay has been 5*! Friendly and attentive hosts. Check in was very efficient despite the pub being busy at the time. Comfortable room with a clean and modern bathroom, tea and coffee facilities and amazing views. A delicious full cooked breakfast of a generous portion. Highly recommend - we will return.

Amazing stay. Highly recommend.

Reading recent reviews I think some people need to do their homework before booking hotels.The Swan is a very, very old building and access for those with mobility issues can be a problem. Also lack of parking isn’t the hotel’s fault.also I would imagine that the amount of bugs isn’t something the hotel can control either!
There is an ongoing problem with leaking which I assume is possibly due to the age of the building, it was a problem when we stayed but the staff were brilliant and it didn’t affect our stay directly.

Room 8 was lovely, great view. (Also saw room 2 which is great and would definitely book that room next time). Bed was comfortable, bedding was lovely and pillows were soft and squishy. Room was spotless and the tea/coffee tray was well stocked with extras available on the landing. Loved the fact the room had a sofa as well as a chair.

Breakfast was disappointing,  small portion sizes (vegan) beetroot hash (which to my mind has no place on a breakfast plate), 1 hash brown, spoonful of bean, half an uncooked tomato and three mushrooms. 

All the staff were helpful, friendly and welcoming. Kayleigh (sp?), Tracey, Alex and Dave were all really lovely. 

Great hotel. Lovely location.

Booked a room via Booking.com with the Innkeepers Lodge (The Swan Inn) on 20 October 2022 for 19 August 2023 so almost 9-months in advance. This is for venue as friend is getting married on boat 2-minutes’ walk from the hotel and almost entire hotel/wedding party is staying there.

Received an email from Booking.com NOT The Swan Inn on Monday 14 August at approx. 2.30pm so 5 days before stay to be told room booking is cancelled due to water leakage. Reached out to Swan Inn immediately on 14 August via Booking.com but never got a reply or any attempt to find me an alternative.

Having spoken to my friend, I understand her mother’s room also got cancelled 3 months ago again due to water leakage. She checked purely out by chance to ensure everything was still ok but it was not. What happened to reaching out to customers to inform them?

My friends mother called The Swan Inn and insisted they sort a room out as initially they just cancelled with no alternative. My friend’s mother was having none of it and despite being fully booked they allocated her a room. What happened to being fully booked on 19 August with no rooms?

This was several months ago by the way. Now that I’ve spoken to my friend to find out my room has been cancelled with no offer of a solution it’s too much of a coincidence that I have not been bumped by this unscrupulous establishment.

It’s mid-August, peak of the summer holidays and needless to say I cannot find anything nearby. Hotel was booked as opposite the boat where wedding reception is being held.

I have been left high and dry. So now, instead of turning up in advance and getting ready in comfort for my friend’s wedding I have no choice but to drive straight there. Took about 2.5 hours drive in hot weather in wedding attire for guests for my wife and I is far from ideal. So instead of arriving early and having ability to get changed and freshen up, we turned up at venue all hot and bothered from long drive. I blame this on the hotel as if they had not cancelled by booking I would have somewhere to turn up early and freshen up. The Swan Inn took this away by cancelling last minute.

Also it means I cannot drink as I am driving straight home. My best laid plans have been destroyed by this hotel with zero consideration to impact their very last-minute cancellation.

I suffer from bad back so driving there and back 2-hours each way will wreak havoc and again I blame the hotel as if I had place to stay at least I could sleep over, rest and recover from drive ready for journey home. Again, I blame the hotel for this as they cancelled by booking last minute.

Clearly, hotel has been aware of issue for months. Zero attempts to resolve issue. No reply to my message and just abandoned customers. 

To be clear, this is a 9-month advance booking abandoned by the hotel with zero customer service even though I reached out to them.

This is NOT how one treats customers. I for one will avoid this place going forwards. I suggest you do the same. Shocking is an understatement. AVOID AT ALL COSTS!

Awful venue with zero customer service. Cancelled 9-months advance booking 5 days before stay. Avoid at all costs!

Stayed 1 night in room 8 which has a lovely view over the river.
Room fine but breakfast choice in the morning was too limited.  Most hotels and B&B's offer cereals, fruits or pastries plus a choice of cooked breakfasts.  The Swan only allows you to choose one of these which we felt rather poor.
If it improved the breakfast offer this pub with rooms above would be worth staying at again. Great location.

Lovely view but poor breakfast choice

Not ideal. The welcome was very poor. I was never sure who was actually running the accommodation side of the Swan Inn (there is a restaurant, bar as well). I was told abruptly I was too early for check in, which I knew. I wanted details on parking: note there is no blue badge parking at this hotel. I was not not offered a seat in the bar or a cup of tea while I waited the 30 minutes for check in. I would have paid for it. Was that too much to expect? I went to the restaurant down the way for lunch (where I received a warm welcome) after parking my car. At check out, no member of staff was visible, and yes I did shout into the kitchen and wait more than five minutes, and I ended up leaving my key on the counter with a handwritten note. The room was nicely decorated but it was up three flights of stairs with no lift, so if you have luggage or mobility issues, don't stay here. The inn lights its signs at night and the light draws masses of bugs from the river and wetlands immediately outside. The light is right outside the only window to room six, which is a small single, so the window needs to be shut at night or you'll be eaten alive by bugs. In a heatwave, this room would be an extreme problem. It's not ideal. The only bright spot was the housekeeper, Tracy, who was attentive, helpful and offered insights into the cafes and shops in the Village. Tracy should be running the place, as far as I can see. I would not stay here again. 

I would not stay here again

It was an amazing stay the staff were great and food was very nice. I would recommend to anyone if you are looking to cruise the broads take a trip on the souther comfort boat at night lots to see along the way or enjoy some great walks along the many tails.

Innkeeper's Lodge Norfolk Broads, Horning

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