2/10 Terrible
John
24 Nov 2024
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Hello,
I have no words to describe my stay with you in Cardiff on 23 November 2024.
I booked 2 rooms months prior. A city view superior room and a standard room. I only used your hotel as you could supply these rooms.
I got room 708 and 705.
How you could call room 708 a superior city view room is shocking and deceiving A view of a run down courtyard.
The standard room we booked you gave us a disabled room 705. I did not want a disabled room or book a disabled room. We had to share our bath with the occupants from room 705. Also the temperature did not work in room 705.
Everything was reported to reception and when I asked who the manager on duty was that I could elevate the complaint to, I was told I had to raise it in the morning? The person on sympathised with me and said it’s unacceptable but the hotel is full and there is nothing he can do. He would however make a note of it.
In the morning I raised the complaint again and I was given a card with an email address on with the receptionist saying just email them and tell them what you told me?
The hotel rooms were not as described or as I booked and I find this unacceptable would not have stayed in your hotel if you could not deliver what I ordered. I find this very dishonest of you and the total lack of not giving me the rooms I booked frustrated me as under no circumstances would I have booked in this hotel.