Hilton Cardiff

“*5 service”

5* breakfast! Recently stayed at the Hilton as we were attending the Bruce Springsteen concert and I must say it was a great experience all round! Quick and easy check in and the lady who checked me in was very pleasant! Then breakfast on both mornings were great! There were long queues but it... more

5* breakfast! Recently stayed at the Hilton as we were attending the Bruce Springsteen concert and I must say it was a great experience all round! Quick and easy check in and the lady who checked me in was very pleasant! Then breakfast on both mornings were great! There were long queues but it’s expected on a busy weekend but the staff managed very well considering this! Liv on host was showing great communication skills to all guests when she was low on tables and the supervisor Charlie was very helpful when I stopped her to ask about gluten free options even though she was running around non stop, nothing was too much for her! These two deserve all the credit And also to the chefs for serving up some tasty food! We will definitely return again soon!

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“Awesome Staff, Awesome Hotel, Brilliant Location...”

Its not that often that I rave about a hotel, but this is absolutely one to rave about... The staff (yes, every single last one of them) went above and beyond to make our stay enjoyable and memorable... The service was top notch and the rooms are very well kept with lovely decor. Its central loca... more

Its not that often that I rave about a hotel, but this is absolutely one to rave about... The staff (yes, every single last one of them) went above and beyond to make our stay enjoyable and memorable... The service was top notch and the rooms are very well kept with lovely decor. Its central location is great...

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“A disappointment.”

I am old enough to remember the hype around the opening of this hotel: it was intended to be a flagship for the brand and was billed as a five star offering for Wales. Over the years, I’ve had occasion to stay there on a number of occasions and it’s always been a positive experience. I wish I co... more

I am old enough to remember the hype around the opening of this hotel: it was intended to be a flagship for the brand and was billed as a five star offering for Wales. Over the years, I’ve had occasion to stay there on a number of occasions and it’s always been a positive experience. I wish I could say the same about my most recent visit. What might once have been five stars have now lost their lustre. I booked a couple of nights in a junior suite. On arriving at the hotel, I noticed there was a rather irritating clunking noise coming from the air-conditioning system. It was a surprisingly cold day and I turned up the heating and left the room. When I returned several hours later the room was still very cold. Using the handy messaging service available through Hilton app, I immediately received a response from customer service and an assurance that the air-conditioning would be fixed the following morning. On inquiring at reception to check that this would be addressed, I was assured that they were aware of the issue and that it would be resolved when the maintenance team arrived. I left the room at around 8 am returning just before 3 pm to find that not only had the air-conditioning issue not been resolved but the room had not been serviced. On raising this with reception, I was very pleasantly informed that the policy of the hotel is to prioritise the service of rooms where people are checking in and out and that the room would be done before 10 pm. A curious proposition. I suggested that they may want to share this information with guests checking in so that they can moderate expectations accordingly. When I asked about the heating problem, I was told that they had not been able to fix it. I was disappointed that I had had to ask and surprised not to have been offered an alternative room. On a positive note, the room was spacious and very clean; the sofa and chair were Stone Age in comfort and while the room was immaculately clean and well maintained, the decor was bland and uninspiring. I had, unfortunately, arranged to travel to Cardiff on a weekend when there was a major concert in town of which I was unaware until my arrival and chaotic scenes at breakfast were, frankly, ridiculous. It’s all very well having a self-service breakfast offering but when the queues for the coffee machine are 10 or more deep, a business needs to rethink its policy. It’s far from five star, though the staff are very good. They are, without fail, extremely friendly, and did their best to be helpful, but even the excellent service failed to make up for what is now a subpar product. I will not return to this.

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