I am just returning from a 3 day family trip with my husband and 17 month old child. My experience at this hotel was terrible and the most stressful experience I've ever had in any hotel! The first 2 nights we stayed in a room with a shower that was going very hot and very cold so we was unable to use it and also the noise from the other rooms kept us up with people screaming and shouting. Myself and my child wasn't feeling very well so we decided to stay for another night and get some rest before our long journey back. We paid for another night but asked if we could change rooms because of the shower and noise. They told us a room would be ready in 20 mind to half and hour. An hour and a half later we still hadn't been given a room so was just waiting around. I asked them if our room was ready and was told it was still being cleaned and that we could leave our bags in reception and go our. I explained my child needed to rest and I suddenly got a reply that the room ready. Which i felt a bit surprised as i was just told it wasnt ready.. We moved all our bags (and there was alot) to another room which had the worst overbearing smell. I really didnt want to move again so i used a baby friendly plug in and opened the window. me and my husband decided to take our baby out for a walk to put her to sleep in the fresh air rather than the horrible smelly room as we thought by the time we came back it would be aired out. When we came back the smell had only become stronger. My husband asked to move rooms and a manager came up to smell the room. . He offered us a 'strong airfreshener' which I declined and explained my baby shouldn't be breathing in unsafe air freshners and that we had already moved once today and been messed around. He gave us another room and we moved all our bags again he appolgosised and offered us breakfast the next morning. My baby was exhausted so I put her to bed but we soon noticed that the room was freezing and a very small electric heater was given in the room we then tried the heating which was broken we was so unbelievably upset and frustrated at this point. My husband went to complain but was told that there were no other rooms and that none of the heating worked across the hotel. Which wasn't entirely true because the 1st room we had the air and heat did work. My husband explained that myself and baby were sick and the room was freezing. They said they would give us more duvets and maybe can provide another heater. The small heater already provided was not adequate to heat the big room so I told my husband I want to leave because they mis sold us a room knowing there was no heating. At no point through the 3 days had anyone mentioned an issue with heating I think all guests should be notified so they can make an informed decision about what hotel they book in this area as I would never have booked another night here knowing this information when there are so many other hotels at the same price WITH working facilities. The housekeeper that brought the duvets was veey polite and nice and said alot of people had been complaining to her avout the heating. They managed to find us another heater and as it became so late we decided it was warm enough to stay the night but our whole trip had been ruined and was the most stressful experience I have ever had. It's winter, guests need to be notifed with any issues regarding a hotel heating or cooling especially with a baby. I think it was very deceptive to withhold this information. My husband asked the receptionist on checkout how long the heating issues had been going on which the recpetionist admitted it had been like this for a long time. We ended up getting a refund for the 1 extra night only but it's not good enough. I didn't even use the facilities because we was so stressed and running around changing rooms. Also another point to make some of the staff are very friendly at breakfast i noticed but some are quite rude and blunt. The breakfast was pleasant and had a good variety but that is unfortunate all I can say after having such a stressful time. For what you oay for this hotel there are better hotels in the area that you might want to consider first for a very disappointing for the Novotel brand.…
We stayed here for 2 nights for an event at the Motorpoint arena. The hotel is about 10 minutes walk from both the arena and the main shopping district, and about 30 minutes walk from Cardiff Bay. The hotel itself was clean and well maintained. The reception team were welcoming and helpful, and Marcus made you feel at home straight away. The pool is a good size and fitness facilities are clean & well maintained. The restaurant was bright, airy and relaxing. The food was delicious, fresh, reasonably priced and arrived quickly. The breakfast offered was plentiful and varied. With Sabrina on duty to ensure nothing ran out and that the children could reach everything they needed. Lily was very welcoming and put us at ease immediately. Lit was the perfect host, he made sure we had enough of everything and brought small little extras to the table much to the delight of the children. He even preempted us needing to fill our water bottles and filled them with ice cold water without being asked. All the staff we interacted with were fantastic at what they do and really made our trip more enjoyable. A very big thank to them all especially Marcus & Lit.…
Lets kick off with the negative.I know there were problems with the whole heating system,to be honest it was bloody freezing in our room and dining room.But when i asked the young man at reception ( i belive he was called Marcus,lovely chap,very polite etc) he obtained a portable heater that was placed into our room,so that sorted out that little problem.But im afraid the draughts etc continued in the dining area,which did mean that our food went cold really quickly,so i hope that the problem will be sorted quickly. Enough of that,the hotel is resonably priced and good value for a short city break.we went for a pre birthday break for my wife and enjoyed it.The room was spacious with an en suite bathroom that had both a shower and bath,and was extremley clean and comfortable. One member of staff stands out for the service he offered during our stay.The gentleman is Anthony,works the bar.An absolute credit to the hotel we both hope that he is recognised by the management as an absolute asset to your hotel ! Staff members like him can be few and far between,nothing was too much trouble for him,i asked him for directions on a couple of occasions for places to drink,eat etc and he furnished them without any hesitation.Lovely chap to sit and chat to over a beer. Can only say,that we are planning our next trip to this hotel.Well done.…
Just returned from a trip to this hotel, the hotel itself was located in a great location to the centre. I booked this hotel for a couples break with the pool/spa facilities, unfortunately upon arrival I was told the pool was out of use which changed our plans completely. The check in service was questionable, I believe the girl was in training, but more training is required. Car parking was expensive compared to alternative locations, the room was very basic for a superior room, it was located in the older side of the building. The deadlock on the door broken and the air conditioning / heat unit was literally the loudest thing I’ve ever heard whilst trying to sleep. Imagine dreaming of being in a washing machine. Housekeeping also took 1/2 out towels after night 1, never returning any more, so we had to make do! The amount of security in the building is off putting aswell, why are they even there? They just mope around all day. Check out was none existent, didn’t even ask the question ‘how was your stay?’ So no opportunity to mention my comments. Won’t stay here again, expensive for the service you recieve. …
Visited with work as the hotel looked big and had a pool. Apon arrival…. . The pool was out of order . Dusty room . Fridge broken . Dirty carpet . No heating (just a falling apart oil radiator) Apparently the heating hasn’t worked since 2017 . Grubby walls . Manky toilet fan . Something brown stain on the curtains . The downstairs bar smells of sewage and was polar cold The only positive part was that the EV car charger worked outside I should have slept in the car I won’t be visiting again (see pictures)
Shocking service from this hotel . Have to pay a security deposit for the room which is fair enough as it is for damage to the room . We check in no issue . Stayed no issue and checkout out no damage or anything to the room. Asked about our deposit and they said it will be back within a couple of hours . 3 DAYS LATER AND STILL NO DEPOSIT BACK . I have rang the hotel and management several times and have been next to no help . They will not give our money back because we only gave in 1 KEYCARD . ABSOLUTLY DISCUSTED WITH THIS HOTEL no deposit because we didn't give in the 2nd keycard . DO NOT USE THEY WILL FIND ANYWAY TO KEEP YOUR SECURITY DEPOSIT I have now gone to citizens advice and trading standards and headoffice . SHOCKING SERVICE .
Me and my children were excited to stay and one of the main reasons we booked was because of the pool facilities, but due to the pool heater breaking we couldn't swim. I had even phoned one day in advance to see if the pool was open, to which they said yes. My children were so disappointed so I looked at some reviews. The pool has been shut since the end of December. Very disappointed and will not stay again. We used to stay a lot here and it has gone downhill.
We chose this hotel because of the swimming facilities. However, we were unable to use this due to a heating issue that could not be fixed. They explained as it was over the holiday season they were unable to find someone to fix it. We got offered a complementary breakfast instead which we accepted. In their defence, they communicated this 3 days before we arrived. The rooms are ok but you can tell they are not very clean. The floor carpets are especially dirty and have seen better days. The windows needed to have cardboard put on them as the glass was banging back and forth from the wind. They staff said they are replacing them. Not sure if it is true. The room facilities were ok. They have a what’s app number to communicate with the staff as their no phones in the rooms which I was ok with as they answered really promptly. The staff were friendly but there was one staff member who stood out. His name was Lit. Lit was amazing. He was always happy to help and even took personal interest in the guests and spoke to them. On a few occasions I noticed he alone was the only staff present during breakfast and he managed all the guests alone. Not a bad hotel but could definitely improve in their cleaning. I’ve been to other UK four star hotels and they were immaculate. Lit deserves a raise too!!…
We chose this hotel because it had a pool for my son but the pool was closed and no one told us that when it was going to open. When we got there we stood by the desk for over 10 mins with the lady not speaking to us about what she was doing or whether we had a room or not. She only spoke when I said what’s happening?? Who ever hired her definitely didn’t want to be out shone!! When we signed out we gave the key in and the lady said done. Nothing else like did you enjoy your stay. Nothing! Won’t chose that hotel again there is plenty of other hotels in Cardiff
Stayed for 2 nights in December 22, location is fantastic, 10 minute walk to Cardiff city centre and 20 minute walk to the mermaid Quay area. Me and my wife stayed in one of the superior queen rooms which was very spacious and very comfortable, the bathroom had both a shower and bath. Large TV on the wall and small mini fridge. The staff were lovely and very friendly, couldn't comment on the restaurant area as ate out both nights and had breakfast elsewhere. Did use the pool and jacuzzi area which was clean and tidy. Pool water was a bit cold. Otherwise all in all really pleasant stay and would definitely stay again.
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