I was recommended the Black Swan Hotel by a friend who had a very nice experience last year and I decided to go up to Helmlsey with my wife to refresh ourselves. On arriving at the hotel we were met by a slighlty rude receptionist who didn't really make our first impression of the hotel a pleasent one, undeterred we went up to our room which was located towards the back of the hotel. Eventhough we are relatively young, the receptionist did not offer to have our bags taken up for us, which we felt was slightly poor customer service.
Our room was nice and spacious despite the fact we had to go past dirty glases and breakfast trays to get there, which is not acceptable at all in my opinion. Is it really difficult for staff to remove them?
We ate in the hotel at night, and the food was fantastic with the team of chefs quite clearly a talented bunch. The service in the restaurant was mediocre, the staff didn't really make you feel welcome though it was busy. We felt the french restaurant manager could have been more of a host, and made tthe effort to speak to the guests, but instead was a bit arrogant.
After the meal we retired to the hotels lounges - all of which are lovely - and were served and looked after by a lovely Englishman called Mark who offered a high level of customer care and made the effort to speak to all the guests - despite the fact he clearly worked a lot of hours in his role of barman and night manager. However he was clearly proud to work there which was evident in the service he provided. It was disappointng the hotel didn't have a proper bar however the Black Sheep was fantastic and the service made up for our initial disappointment.
Breakfast the next day was excellent with a good selection to choose from, and the service much better than the night before. We were looked after by a lovely old lady who had been at the hotel for over 50 years, which is rather remarkable. She told us that the hotel was in the process of a refurbishment which was evident from what we saw and if the carry on with what they have done already then i'm sure the owners will make the hotel look very nice indeed.
On the whole we were pleased with that we saw and experienced. The food is of very high quality though the service did at times leave a lot to be desired. It weould be really nice if the hotel could invest in English staff as those who we met had excellent customer skills especially Mark who is a really asset to the hotel and its desire to become a really good hotel in Yorkshire. We will go back.
- Official Description (provided by the hotel):
- Located in one of Yorkshire's prettiest market towns, The Black Swan in Helmsley is a superb historic inn, turned boutique hotel. Dating back to the C15th the hotel, rich in history and charm, blends antiques with classic contemporary design creating the perfect place for a relaxing break. With its own 3 AA rosette restaurant and award winning tearoom, The Black Swan Hotel provides the perfect backdrop for a romantic getaway and a chance to escape the everyday stresses and strains. ... more less
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- Also Known As:
- Black Swan Helmsley
- Black Swan Hotel
- The Black Swan Hotel Helmsley, England