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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. 478 out of 1007 reviews" "
Rating 8 - Good. 272 out of 1007 reviews" "
Rating 6 - Okay. 144 out of 1007 reviews" "
Rating 4 - Poor. 81 out of 1007 reviews" "
Rating 2 - Terrible. 32 out of 1007 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.0/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

4/10 Poor

Colyn

Unclean bathroom towel. Stained chair in room. Last nights food on floor at breakfast.
Stayed 2 nights in Mar 2024

8/10 Good

Philippe, London

Travelled 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 19 Mar 2024
Thank you for your great review.

8/10 Good

Andrew

Travelled 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 15 Feb 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 20 Feb 2024
Thank you for your great review.

10/10 Excellent

William

Travelled 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 15 Feb 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 21 Mar 2024
Thank you Clare for your review.

4/10 Poor

Graeme

Travelled 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 9 Feb 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 21 Mar 2024
Thank you Emma for your review.

6/10 Okay

Natalie

Travelled 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 29 Jan 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

Travelled 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 23 Jan 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

M

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

8/10 Good

Geraint

Travelled 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 18 Jan 2024
Thank you for your review and your comments will be addressed.

10/10 Excellent

Sarah

Travelled 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 11 Jan 2024
Thank you for your wonderful 5* review.See you again soon.

4/10 Poor

Katie

Travelled 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 11 Jan 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

Natalia

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

10/10 Excellent

John

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Adam Smith on 11 Jan 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 21 Dec 2023
Thank you for your review. Wishing you a very Merry Christmas & Happy New Year.

8/10 Good

Verified traveller

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 21 Dec 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 21 Dec 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 21 Dec 2023
Thank you Nicholas for your wonderful review and wishing you a very Merry Christmas & Happy New Year.

8/10 Good

Joanne

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Close proximity to shops
Stayed 1 night in Dec 2023
Response from Adam Smith on 17 Dec 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 15 Dec 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 17 Dec 2023
Thank you for your amazing review.

10/10 Excellent

Verified traveller

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 15 Dec 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 15 Dec 2023
Thank you for your great review, see you again soon.

10/10 Excellent

Chloe

Travelled 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 15 Dec 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 15 Dec 2023
Thank you Paul for your perfect review.

8/10 Good

Verified traveller

Travelled 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 6 Dec 2023
Thank you for your review and your comments will be taken onboard.

6/10 Okay

Pauline

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you for your review.

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you Michael for your lovely review.

10/10 Excellent

Tracy M

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Central location helpful staff
Lovely stay at the Hilton in Cardiff, extremely central location, staff very friendly and helpful. We also enjoyed some time in the spa area.
Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you Tracy for your wonderful review.

8/10 Good

David

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you for you review.

4/10 Poor

Anthony

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disappointed
Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
We are sorry to receive your review and the disappointment caused.

4/10 Poor

Sara

Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you for your review.

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Adam Smith on 6 Dec 2023
Thank you Robert for your perfect review.

10/10 Excellent

Gwenllian

Stayed 1 night in Dec 2023
Response from Adam Smith on 22 Dec 2023
Thank you Gwenllian for your 5* review.

10/10 Excellent

Stephen

Stayed 3 nights in Nov 2023
Response from Adam Smith on 22 Dec 2023
Thank you for your 5* review.

10/10 Excellent

Tracey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Central location, lovely shopping experience, hotel spotless, staff polite , very heplful
Stayed 1 night in Nov 2023
Response from Adam Smith on 6 Dec 2023
Thank you Tracey for your great review.

8/10 Good

Hazel

Business traveller
Liked: Cleanliness, staff & service, amenities
Well situated
Stayed 2 nights in Nov 2023
Response from Adam Smith on 29 Nov 2023
Thank you for your great review Hazel.

10/10 Excellent

Justin

Stayed 1 night in Nov 2023
Response from Adam Smith on 17 Dec 2023
Thank you Justin for your 5* review.

8/10 Good

Vancelee

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location for shopping, friendly and helpful staff
Stayed 2 nights in Nov 2023
Response from Adam Smith on 29 Nov 2023
Thank you Vancelee for your wonderful review.

10/10 Excellent

Gary

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Visiting my city of birth is made all the more special being next to the building I worked at for 12 years .. smart, central, friendly and with a great view of the castle - just wish passing late night revellers were as respectful as we were in the 80s …
Stayed 1 night in Nov 2023
Response from Adam Smith on 29 Nov 2023
Thank you for your lovely review and I bet it was lovely to be back in your home City. See you again soon.

10/10 Excellent

Jenni

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fabulous location, convenient for everywhere in the city
Stayed 1 night in Nov 2023
Response from Adam Smith on 29 Nov 2023
Thank you Jenni for your great review. See you again soon.

2/10 Terrible

Karl

Stayed 1 night in Nov 2023
Response from Adam Smith on 24 Nov 2023
We are sorry to receive your disappointing review and that we didn't meet you expectations on this occasion.

10/10 Excellent

Erwin

Stayed 1 night in Nov 2023
Response from Adam Smith on 24 Nov 2023
Thank you Erwin for your great review and we look forward to seeing you again soon.

4/10 Poor

Adriana, oklahoma city

Travelled with family and small children
Disliked: Cleanliness, staff & service
Staff was not friendly or helpful. We went to have breakfast at 10:05 am and the manager said that they closed at 10 am unless we prepaid for breakfast, in that case he would let us eat. Housekeeping does a very poor job. The bed sheets and towels were old and stained. We stayed 3 nights and they never vacuumed the room while we stayed. I would no recommend this hotel.
Stayed 3 nights in Nov 2023
Response from Adam Smith on 21 Nov 2023
Thank you for your review and sorry for the disappointment caused to you. All of your comments will be addressed and taken onboard.

6/10 Okay

Lorraine

Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
Check heating and shower works before unpacking.
Arrived early and given a room straight away which was great but the heating didn’t work and the temp dropped massively as you stepped in. We rang and they said they’d be straight up with another room key but we have to sit there and wait for about 15 mins. They gave us a complimentary drink each to apologise. In the 2nd room we settled in and unfortunately the taps and shower did not get hot so (as we were due to meet friends) we had to have cold showers - HORRIBLE and not the ‘treat’ we had paid for. When I told the receptionist she offered us a free meal but we were heading out to meet people so it wasn’t an appropriate offer. They sent an engineer but we didn’t hear back. When we brushed our teeth we realised the sink taps were plumbed the wrong way around and the shower did get warm if you left it running for about 20 mins then it wasn’t adjustable… Really disappointed the engineer and reception team didn’t get back to us. That said the hotel is lovely and breakfast was fab. They knew the heating didn’t work in the first room so should not be using it for guests.
Stayed 1 night in Nov 2023
Response from Adam Smith on 16 Nov 2023
Dear Lorraine,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 for the issues you encountered during your stay. Please accept my sincere apologies for the disappointment caused to you and 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 very much look forward to welcoming you back to the Hilton Cardiff in the near future to enjoy our new surroundings when our multi-million refurbishment has been completed early 2024.Kind RegardsAdam SmithGeneral Manager

4/10 Poor

Daniel

Business traveller
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Meh
Dinner was ok but my fish main course wasn't cooked (still freezing cold in the middle). When I notified the staff they did replace and comp me a drink. The most annoying thing from my stay was I had messaged in advance to say no feather bedding - at all other Hilton's I have stayed at this isn't an issue. I noticed when I tried to go to bed at 10pm that all the bedding was feather. I notified reception - after 30 minutes I was brought replacement bedding that was also feather, so I had to go and notify them again. Finally at midnight after more trips to reception I was given appropriate bedding
Stayed 1 night in Nov 2023
Response from Adam Smith on 16 Nov 2023
Dear Daniel.Thank you for your review.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 very much look forward to welcoming you back to the Hilton Cardiff in the near future to enjoy our new surroundings when our multi-million refurbishment has been completed early 2024.Kind RegardsAdam SmithGeneral Manager

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice room. Let down by parking and shower
Very expensive parking and terribly small spaces. Room nice, good size, and clean. Poor water pressure in shower.
Stayed 3 nights in Nov 2023
Response from Adam Smith on 9 Nov 2023
Thank you for your review and your comments will be addressed and taken onboard.

8/10 Good

Miss

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Adam Smith on 16 Nov 2023
Thank you for your great review.