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Reviews of Hilton Cardiff

4.5 out of 5
Hilton Cardiff
Kingsway, Cardiff, Wales

Reviews

8.2

Very Good

Rating 10 - Excellent. 473 out of 1001 reviews" "
Rating 8 - Good. 269 out of 1001 reviews" "
Rating 6 - Okay. 142 out of 1001 reviews" "
Rating 4 - Poor. 84 out of 1001 reviews" "
Rating 2 - Terrible. 33 out of 1001 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.0/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

10/10 Excellent

Paul

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean lines, architecture and decoration.
Stayed 1 night in Apr 2024
Response from Adam Smith on Apr 18, 2024
Thank you so much for your 5* review and we look forward to seeing you again soon!

6/10 Okay

John

Traveled with family
Disliked: Cleanliness, amenities
Room was light airy and with a very comfortable bed, but had not been cleaned properly, a wrapper lying on bathroom floor and toiletries not topped up. Parking is expensive and parking bays are extremely tight. Breakfast is self-service including Tea/Coffee but with only workable machine - always a que to get your very poor tasting coffee. Only one of the two lobby lifts working. Try getting down from 1st floor when the lift always goes up to the highest calling floor first and then picks up all the way down - yes Full especially in the morning breakfast and checking out time. Overall not good value for money
Stayed 1 night in Apr 2024
Response from Adam Smith on Apr 8, 2024
We sincerely appreciate your feedback and we're very sorry you were unhappy on this occasion and please accept my sincere apologies for the disappointment caused to you. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience, thank you for bringing them to our attention.We are sorry to read of the issue you experienced with the working order of one of our main lobby lifts during your stay and please accept my sincere apologies for the disappointment caused to you. This matter was out of the hotel's control and for the safety of our guests the lift will be non-operational until parts to repair it are received. We envisage this will take around 7 -10 days and will be back in working order next week. Please be aware that an alternative lift is available for guests to use that is sign posted which I hope you used.

4/10 Poor

Jan

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities
On arrival in our room there was an empty chocolate wrapper on the bathroom floor. Both bottles of conditioner in the bathroom were empty. Only one of the two main lifts was working which meant long delays as the lift was almost always full when it reached the first floor. Only one of the two coffee machines was working in the restaurant which meant long queues at breakfast. The so called health club was a disgrace. The floor and seats in the ladies changing room were grubby. Dried coffee stains were present on the locker doors. The locks and hanging rails in the lockers were rusty. a piece of coving was missing above the lockers and insulation was hanging out of the walls. There was inadequate supervision in the pool area. In spite of notices saying no under 16s in the jacquzi small children were using it and children were jumping from the pool side over the adult swimming land and rope into the main part of the pool. Despite a notice saying no jumpng allowed. The pavement slabs in front of the hotel were uneven and rocky in places. On a positive note, the staff were helpful and friendly and the bed was comfortable. This did not make up for the negatives and for the price paid it was not a satisfactory stay. I will be writing to Hilton about my poor experience.
Stayed 1 night in Apr 2024
Response from Adam Smith on Apr 8, 2024
Thank you for taking the time to share your experience about your recent stay at our Hotel. We sincerely appreciate your feedback and we're very sorry you were unhappy on this occasion and please accept my sincere apologies for the disappointment caused to you. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience, thank you for bringing them to our attention.

8/10 Good

Jill

Liked: Cleanliness, staff & service
Stayed 3 nights in Mar 2024
Response from Adam Smith on Apr 8, 2024
Thank you for you review.

6/10 Okay

Richard

Traveled with partner
Disliked: Staff & service, amenities
Good hotel and location in the city
Stayed 4 nights in Apr 2024
Response from Adam Smith on Apr 8, 2024
Thank you for your review.

10/10 Excellent

Amberley

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The elevators are in need of repair as only one worked during our stay. The hotel was very busy so it made getting to our floor or out of the hotel inconvenient, especially as those staying had trouble fitting in elevator and stopping on each floor needed.
Stayed 2 nights in Mar 2024
Response from Adam Smith on Apr 8, 2024
Thank you for your great scores.We are sorry to read of the issue you experienced with the working order of one of our main lobby lifts during your stay and please accept my sincere apologies for the disappointment caused to you. This matter was out of the hotel's control and for the safety of our guests the lift will be non-operational until parts to repair it are received. We envisage this will take around 7 -10 days and will be back in working order next week. Please be aware that an alternative lift is available for guests to use that is sign posted which I hope you used.

10/10 Excellent

anil

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly reception staff, great central location right next to the castle, 24 hrs room service. Night time it can be a bit noisy with some clubs going on till 3 am. Parking not cheap at 36 £ per night.
Stayed 4 nights in Mar 2024
Response from Adam Smith on Apr 2, 2024
Thank you for wonderful 5* review, see you again soon.

4/10 Poor

Adam

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Our 2nd stay at the hilton, we seemed to be in the noisy side of the building this time, with our window overlooking a few bars, which we could hear til the morning. Also we were right next to the health club with a lot of people in and out walking past our door and ambient noise from the pool. During our stay the hot tub was out of order, which was disappointing. Food and service in the graze restaurant was great and a lovely breakfast in the morning
Stayed 1 night in Mar 2024
Response from Adam Smith on Apr 2, 2024
Thank you for your review and we are sorry for the dissatisfaction caused to you. All of your issues have been addressed with the team and our Health Club will be undergoing a refurbishment in the coming weeks. Thank you again for your valuable comments and we look forward to welcoming you back again soon.

6/10 Okay

Natalie

Traveled with family and small children
Liked: Cleanliness, staff & service
Only one lift working for the whole hotel, beds need replacing! Really small and uncomfortable, also lack of bedside table space was bizarre. Hotel is noisy and could clearly hear noises from the bar late at night and early morning. We regularly stay at the Parkgate and thought we would have a change this time, but mistake that we won’t make again.
Stayed 1 night in Mar 2024
Response from Adam Smith on Apr 2, 2024
Thank you for your comments which are disappointing to receive and all of your feedback will be addressed with the management team so they can further improve our service. We hope despite your experience we will have the opportunity to welcome you back again.

10/10 Excellent

Marcus

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Adam Smith on Apr 2, 2024
Thank you for your great 5* review, see you again soon.

4/10 Poor

Colyn

Unclean bathroom towel. Stained chair in room. Last nights food on floor at breakfast.
Stayed 2 nights in Mar 2024
Response from Adam Smith on Apr 2, 2024
We are sorry for your disappointing experience and all of your comments will be addressed.

8/10 Good

Philippe, London

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A very good hotel
Stayed 2 nights in Mar 2024
Response from Adam Smith on Mar 19, 2024
Thank you for your great review.

8/10 Good

Andrew

Traveled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
Good pool and facilities. Friendly staff. High chairs for children need to be cleaned after every use and kept in good working order (pieces missing etc)
Stayed 2 nights in Feb 2024
Response from Adam Smith on Feb 15, 2024
Thank you for your review and your comments will be addressed.

8/10 Good

JOANNE

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Adam Smith on Feb 20, 2024
Thank you for your great review.

10/10 Excellent

William

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff. Great stay. All in all 10/10
Stayed 1 night in Feb 2024
Response from Adam Smith on Feb 15, 2024
Thank you for your great review. See you again soon.

8/10 Good

Clare

Stayed 1 night in Feb 2024
Response from Adam Smith on Mar 21, 2024
Thank you Clare for your review.

4/10 Poor

Graeme

Traveled with partner
Liked: Cleanliness, staff & service
No hot water for 2 of the 3 days stay. Hotel unable to fix boiler in that time. Would have thought they would have a generator
Stayed 3 nights in Feb 2024
Response from Adam Smith on Feb 9, 2024
Firstly, I would like to offer you my most sincere apologies for the obvious disappointment caused to you with the lack of hot water during your stay. Unfortunately, this was out of our control with hot water supplied to all areas of the hotel being impacted during your stay. The situation was worked on by our maintenance team who did their very best to ensure that the hot water supply was restored as quickly as possible to ensure minimal disruption to our guests. The situation was more severe than anticipated and engineers were then called to the Hotel to try and further rectify the issue.

6/10 Okay

Emma

Stayed 1 night in Jan 2024
Response from Adam Smith on Mar 21, 2024
Thank you Emma for your review.

6/10 Okay

Natalie

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Great location and property, right in the heart of Cardiff so perfect location wise. Security on the door at night preventing any unwarranted entry which is excellent. Staff were polite. And the bedrooms were lovely. The major downside to this property is the leisure facilities the changing rooms were filthy and very outdated. The pool is made of a metal lining and feels very unhygienic, the steam room was out of order and the sauna again was very dirty with visible dirt, clumps of dust and hair on the floor. The leisure centre is in need of a major revamp.
Stayed 2 nights in Jan 2024
Response from Adam Smith on Jan 29, 2024
Thank you for your comments which will be addressed and taken onboard. Our Health Club will be undergoing a refurbishment later on in the year and we look forward to welcoming you back to enjoy our new facilities.

10/10 Excellent

Jodie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked the hilton Cardiff for an overnight stay as a birthday treat for my daughter (8) the team were fantastic from the moment i booked. When we arrived we were greeted by the lady on reception and they all made a fuss of my daughter about her birthday. We were upgraded to a bigger room, with a castle view. And were told there was a little suprise waiting for her in our room. The staff at the hilton went above and beyond to make my little girl feel special! We walked into the room with a big number 8 balloon, a little basket of goodies, cupcakes with a birthday message. And some little gifts on the bed it was brillant. My littke girl was over the moon! We had a brillant sleep and a fantastic breakfast. The later check out of 12 is amazing too. As if youre not checking in until 4pm if it was check out at 10 i think it would feel a bit rushed. Thank you all again at the hilton cardiff for making my little girls birthday that extra special
Stayed 1 night in Jan 2024
Response from Adam Smith on Jan 23, 2024
Thank you so much for your amazing review and thrilled your daughter loved her birthday goodies.We look forward to seeing you again soon!

10/10 Excellent

E

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2024
Response from Adam Smith on Jan 23, 2024
Thank you for your brilliant review. See you again soon!

10/10 Excellent

Bruce

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Handy location
Great one night stay in a suite, great location and handy parking, although expensive but then I suppose in is central city. Staff are very friendly, room was great with awesome view over castle.
Stayed 1 night in Jan 2024
Response from Adam Smith on Jan 18, 2024
Thank you for your superb review and it was a pleasure to have you with us. We look forward to seeing you again soon.

10/10 Excellent

M

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 18, 2024
Thank you for your review.

8/10 Good

Geraint

Traveled with partner
Liked: Amenities
hot water took ages to come in shower and washbasin. No extra blankets in room - staff very agreeable to supply but would be better if available in room.
Stayed 1 night in Jan 2024
Response from Adam Smith on Jan 18, 2024
Thank you for your review and your comments will be addressed.

2/10 Terrible

K

Advertise with parking but there is no parking at the hotel. They provide you with a street map to a car park in the city centre. After 3 attempts at finding it I gave up and booked another hotel.
Stayed 1 night in Jan 2024
Response from Adam Smith on Jan 18, 2024
Thank you for your review.We do have a car park for Hotel residents which is located underneath the Hotel and entrance is on the next block. Next time a member can go with you to show you where the car park.Kind RegardsAdam SmithGeneral Manager

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very comfortable room. Staff very pleasant and helpful. Only negative, check in very late in the day at 4pm
Stayed 2 nights in Jan 2024
Response from Adam Smith on Jan 11, 2024
Thank you for your great review.

8/10 Good

Wendy

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location , staff friendly , weirdly no draws in the room so storage for clothes difficult ,
Stayed 2 nights in Jan 2024
Response from Adam Smith on Jan 11, 2024
Thank you for your great review.

10/10 Excellent

Sarah

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My second stay at this hotel - it’s in a good location close to the centre, the recently refurbished room with a view of the castle was nice and clean. Friendly staff and good breakfast - will stay here again.
Stayed 1 night in Jan 2024
Response from Adam Smith on Jan 11, 2024
Thank you for your wonderful 5* review.See you again soon.

10/10 Excellent

S

Loved the Hotel, didn’t want to leave
We had an amazing 5 night stay in this lovely hotel with great staff! We were in a beautiful room with a view of the castle and the location is fab, we’ll be back!
Stayed 5 nights in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you so much for your beautiful review and photos of your stay. We are thrilled you had a 5* stay with us and look forward to seeing you again soon.

4/10 Poor

Katie

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel room was meant to be a deluxe room, the smell when first entering the room was disgusting, it smelt like dirty drains, there was a dirty toilet when we first entered the room, the air con in the room was completely broken, the breakfast we paid extra for was freezing cold & the lady who showed us to our table at breakfast was extremely rude. Staff were unapproachable and unhelpful , when we made a complaint regarding the issues we were offered £101 refund , will not be staying again due to these issues.
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you for your review and we are sorry for the disappointing experience you had with us.Please accept our sincerest apologies and glad to see a refund was issued to you over your dissatisfaction.We do hope despite you experience that we will have the opportunity of welcoming you back again in the future.

6/10 Okay

Rhian

Traveled with family
Room was lovely and spacious. The pillows were so soft that they were quite uncomfortable. Room was lovely and clean though. The spa seemed a little dated and didn’t feel as clean as I would expect. The changing rooms also felt like they had air conditioning on so that wasn’t particularly pleasant after coming out of the pool.
Stayed 1 night in Dec 2023
Response from Adam Smith on Feb 9, 2024
Thank you for your review and all of your comments will be addressed and taken on board.

10/10 Excellent

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everything was what expected in hilton standards
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you Elizabeth for your wonderful review.

10/10 Excellent

Terry

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A good Hilton
A very good hotel, staff are very good,
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 18, 2024
Thank you so much Terry for your wonderful review.See you again soon.

10/10 Excellent

Kate

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you Kate for your great review.

6/10 Okay

Maria

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Leisure area needs sorting
Room refurbished and lovely. Breakfast tables are very squashed up but the breakfast was nice. The leisure area needs sorting out… they ran out of towels, they ran out of padlocks, the changing rooms are dirty, small and lack some basics like changing cubicles!
Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you for your review and all of your comments have been taken onboard. Our Health Club will be undergoing a refurbishment this year so we look forward to welcoming you back to enjoy our new facilities.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hilton Cardiff
We had a good time during our stay in Hilton Cardiff. Given the weather was pretty bad, the kids enjoyed their time using the pool. The room was very new and spotless. Hilton standard. If there is one minor point to raise, the cutleries during breakfast service wasn't all clean and breakfast could be improved.
Stayed 3 nights in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you for your wonderful review and apologies for your disappointment at breakfast.We look forward to seeing you and your family again soon.

6/10 Okay

Natalia

Stayed 1 night in Dec 2023
Response from Adam Smith on Jan 18, 2024
Thank you for your review.

10/10 Excellent

John

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Adam Smith on Jan 11, 2024
Thank you John for your wonderful review.See you again soon.

6/10 Okay

Kevin

Liked: Staff & service
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 21, 2023
Thank you for your review. Wishing you a very Merry Christmas & Happy New Year.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Shopping stay
My only complaint was the tv - had to call someone out twice and could still only get two channels
Stayed 2 nights in Dec 2023
Response from Adam Smith on Dec 21, 2023
Thank you for your review and apologies for the issue you experienced with your TV. Wishing you a very Merry Christmas & Happy New Year.

10/10 Excellent

Brian

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 21, 2023
Thank you Brian for your wonderful review and wishing you a very Merry Christmas & Happy New Year.

8/10 Good

Nicholas

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 21, 2023
Thank you Nicholas for your wonderful review and wishing you a very Merry Christmas & Happy New Year.

8/10 Good

Joanne

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Close proximity to shops
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 17, 2023
Thank you Joanne for your great review.

10/10 Excellent

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Stay
Hotel was amazing. Breakfast was great. Only negative was room was slightly chilly. Even after putting the temp control up.
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 15, 2023
Thank you for your great review.Sorry to read that you found your room to be cold and I hope you you informed our team so they could assist you with this matter.

10/10 Excellent

Isabelle

Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 17, 2023
Thank you for your amazing review.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wonderful family stay
Lovely hotel, room was comfortable and clean. The balloon and cakes were a lovely surprise for my husband's 40th. Breakfast was great, staff were friendly and professional. Would highly recommend. Great location for exploring Caerdydd.
Stayed 2 nights in Dec 2023
Response from Adam Smith on Dec 15, 2023
Thank you so much for your wonderful review and delighted you had a great stay with us for husband's 40th birthday and enjoyed the goodies.See you again soon.

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Adam Smith on Dec 15, 2023
Thank you for your great review, see you again soon.

10/10 Excellent

Chloe

Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Such a lovely stay here, very accommodating for dogs staying too. Clean room, friendly staff and all round good experience. Would definitely stay here again!
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 15, 2023
Thank you so much Chloe for your 5* review. See you again soon.

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Adam Smith on Dec 15, 2023
Thank you Paul for your perfect review.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Bars a rip off
Nice easy check in, lovey breakfast in the morning! Pool was nice but little cold for 1 year old! Bar is a rip off! Double Rum & Coke £16!!!
Stayed 1 night in Dec 2023
Response from Adam Smith on Dec 6, 2023
Thank you for your review and your comments will be taken onboard.