Hi Mervyn, We are sorry to hear about the issues with your stay. With regards to the lack of contact, this is due to the fact that we were still investigating sewage smell that you told us about on the morning of the 27th. As mentioned in the email sent to you on 29/07, we monitored the reported issue for 48 hours and were unable to find anything as the smell was no longer present when we investigated the room after you checked out and it did not reoccur over the course of the 48 hours. As mentioned in the email, if you had informed us of the sewage smell on the evening while it was affecting you, we may have been able to solve this issue in a satisfactory manner as a member of staff could have gone to your room at the time. If you have yet to see the email we sent on the 29th, please be sure to check your spam/junk folder (we sent it to the email address provided at the time of booking, in case you use multiple addresses). With regards to your other two complaints, which were not brought up during your stay, the corridors around some of our rooms (yours included) are the responsibility of our landlords (as the rooms themselves used to be flats, which I believe was brought up while discussing the bathroom on the morning while you were having breakfast) and the rubbish/furniture you mentioned is awaiting collection by the council, so this is unfortunately outside of our jurisdiction, though we will follow up on it. With regards to the bed, a lot of our rooms can either be set up for double or twin occupancy and this is achieved through using zip-link mattresses which are invariably fine, but one or two guests (such as yourself) have found them to be uncomfortable, for which we can only apologise (we also apologise for the wording of this explanation as talking about how few guests take issue with this does implicitly devalue your criticism). If you have any other comments or complaints regarding your stay, please feel free to email us at info@swanhotelwotton.com (or just reply to the email sent on the 29th of July). Kind regards, Hotel Management

Hi Margaret, as we have to run our breakfast with more restrictions since covid, a lot of what you would usually help yourself to, has to be ordered with our staff, fruit, yoghurt, pastries, etc. Our coffee is bottomless and so are the juices, you just have to ask and we would have topped up both.