Swan Inn, Heathrow Airport

Otimo

Very disappointing experience before even arriving. I contacted OYO in advance to confirm our booking and check-in time, but they were unable to locate our reservation or provide any contact details for the hotel. Despite contacting Hotels.com as well, we were unable to get any reassurance that the booking was actually confirmed or that someone would be available to check us in. We were travelling a long distance and did not feel comfortable making the journey with so much uncertainty. Poor communication and customer service.

The biggest disappointment and scam is this hotel. When I arrived on Saturday night after 1am, I couldn't find anyone, everything was closed, no staff, no reception, nothing. I wanted to call a number that was on the website, the person I spoke to didn't introduce himself because he didn't know English at all, unprofessional, and after 2 minutes he hung up the phone and no one answered when I called again. I wasted both my money and my time, after a day of driving to get to the airport and want to sleep like a gentleman, to have such a welcome at a hotel that is also on the HOTELS.COM website, is shocking and makes you wonder why these hotels, or this type of hotel, are accepted and open. If you want to waste money, time and a lot of stress, this hotel meets all the conditions.

No air conditioning broken dresser very small room

I am not one to moan or make judgements normally, however on this occasion I have to share our experience at this location. We arrived around 8:15 in a Friday night and the first thing we notice was the pub was closed so we had to phone a number to get in. About 5 minutes late some chap Turned up with Cigarette in mouth who said the pub was closed as it was quiet. He then showed us to our room (he was fine and did what he could) we got to the room and it was simply unbelievable, I have never walked into such a shocking room in my life, how they think it’s acceptable to sell this room I do not know, the tv was stuck to the wall at a slant with no working remote, not curtain just a sheet type thing kind of hanging up, the plug socket had burn marks, the floor was broken as was the toilet seat. The single bedside table was dirty as was the shower. The beds just felt of springs and there were not towels or soaps or anything. The bedding was stained. Now it may sound like I am just being critical but this is all factual and sadly we have the photo to show all of this. We did try to speak to the chap that let us in, but he said that we needed to speak to the women but she gone for the night. We were actually booked in for two nights but we did not stay the second night as it was just so bad. So please take this into consideration when booking this place to stay, it was not expensive but was not cheap and when reviewing things I always think how many hour I have worked to pay 4 it.