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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. 470 out of 1000 reviews" "
Rating 8 - Good. 270 out of 1000 reviews" "
Rating 6 - Okay. 143 out of 1000 reviews" "
Rating 4 - Poor. 85 out of 1000 reviews" "
Rating 2 - Terrible. 32 out of 1000 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

8/10 Good

Louise

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Noise until late into the night. Swimming pool and changing rooms need attention. Tired and not too clean.
Stayed 1 night in May 2024
Response from Adam Smith on 21 May,2024
Thank you for your review and your comments will be addressed and taken onboard. Our Health Club will be undergoing a refurbishment in the coming weeks.

8/10 Good

Alexander

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel other than the room was hot and no AC to cool the room. It must have been 25c in there. The windows are locked shut so you cant open them. Boiled in that room last night. Other than that fantastic stay.
Stayed 2 nights in May 2024
Response from Adam Smith on 21 May,2024
Thank you for your great review and your comments will be addressed and taken onboard. I hope you reported this to our team to assist with the AC or open your windows as they have special key to do this.

10/10 Excellent

susan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay was brilliant, beds comfortable, breakfast plenty of choice, close for all sightseeing and plenty of restaurants & pubs nearby
Stayed 2 nights in May 2024
Response from Adam Smith on 10 May,2024
Thank you for your perfect 5* review.

8/10 Good

Dawn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 1 night in May 2024
Response from Adam Smith on 10 May,2024
Thank you for your great review.

10/10 Excellent

Paul

Travelled 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 18 Apr,2024
Thank you so much for your 5* review and we look forward to seeing you again soon!

8/10 Good

Thomas

Stayed 1 night in Apr 2024
Response from Adam Smith on 10 May,2024
Thank you for your great review.

6/10 Okay

John

Travelled 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 8 Apr,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

Travelled 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 8 Apr,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 8 Apr,2024
Thank you for you review.

6/10 Okay

Richard

Travelled with partner
Disliked: Staff & service, amenities
Good hotel and location in the city
Stayed 4 nights in Apr 2024
Response from Adam Smith on 8 Apr,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 8 Apr,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

Travelled 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 2 Apr,2024
Thank you for wonderful 5* review, see you again soon.

10/10 Excellent

Simon

Stayed 1 night in Mar 2024
Response from Adam Smith on 25 Apr,2024
Thank you so much Simon for your wonderful review- see you again soon!

4/10 Poor

Adam

Travelled 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 2 Apr,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

Travelled 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 2 Apr,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 2 Apr,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 2 Apr,2024
We are sorry for your disappointing experience and all of your comments will be addressed.

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.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Above expectations
The price was not indicative of the level of comfort and service. This was a good value couple of days including breakfast, thank you Hilton Cardiff
Stayed 2 nights in Feb 2024
Response from Adam Smith on 23 Feb,2024
Thank you so much John for your wonderful review.

10/10 Excellent

Daniel

Stayed 1 night in Feb 2024
Response from Adam Smith on 20 Feb,2024
Thank you for your review.

6/10 Okay

Helen

Travelled with family
Disliked: Property conditions & facilities
Very run down
This was our third stay at the Hilton Cardiff so we are use to the staff and facilities. The staff continued to be welcoming and friendly, however, we were disappointed with the facilities and our neighbouring guests: 1. Our bedroom wardrobe was full of moths, so we were unable to hang our clothes inside. The carpet was very worn (likely eaten by moths) and had metal grips exposed which is not ideal in a family room with small children. 2. The guests in the adjoining room had a “fury friend” that barked non-stop for over an hour. It was absolutely ridiculous. 3. The shower facilities in the health spa are still appalling. Only 3 of the 4 cubicles work and are not very clean. The third shower head still remains broken since our last visit a year ago - surely the facilities team could have replaced this? This is not the standard I’d expect for Hilton.
Stayed 1 night in Feb 2024
Response from Adam Smith on 20 Feb,2024
Thank you for your review and all of your comments will be addressed and taken onboard.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Will stay again for sure
Great hotel and fantastic service. Pillows are wayyyy to soft for me and the stairwell is terrifying (you don't have to use the stairs) but otherwise it's 10/10.
Stayed 4 nights in Feb 2024
Response from Adam Smith on 20 Feb,2024
Thank you so much for your fantastic review- see you again soon and let us know when coming back so we can pop foam pillows in your room.

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.

8/10 Good

Oliver

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great base for exploring the city centre
The location can't be faulted. We had a great view of the castle from our room, the National Museum was opposite and the city was on the doorstep with shops and restaurants within a very short walk. In terms of the service, everyone was very helpful and polite. The hotel itself was a bit tired in some of the common areas. One of the two lifts in the lobby was out of action so there was sometimes a bit of a wait (although the kids loved the full-length windows into the atrium). There were a couple of ceiling tiles missing on the 5th floor outside the lift, which wasn't a great look and the changing rooms by the pool could use a facelift. However, these things didn't impact our stay. More importantly, the room and bathroom were clean, a good size, and well equipped with modern decor. The kids loved the pool, which was a good size and nice temperature. The restaurant and breakfast buffet had a great selection. Parking was 29 pounds per night which was a bit of a nasty surprise, given that it's a short walk and a dingy underground car park with spaces that are very tight. I noticed there was actually a NCP car park right next to the hotel which was half the price - might be worth checking out as an alternative. Overall, we had a great stay and I would definitely consider staying here again.
Stayed 2 nights in Feb 2024
Response from Adam Smith on 15 Feb,2024
Thank you for your review and all of your comments will be taken on board. We look forward to seeing you and your family back with us.

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.

10/10 Excellent

KAREN

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Adam Smith on 9 Feb,2024
Thank you for your great review.

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

Scott

Business traveller
Disliked: Property conditions & facilities, room comfort
Service upon check was good and fast, service at bar in evening was good. Lift not working, ceiling tiles missing on fourth floor, room very cold upon entry, towels sub standard and poor quality..... Breakfast area not clean and hot food over cooked.
Stayed 1 night in Feb 2024
Response from Adam Smith on 9 Feb,2024
Thank you for your comments that will be addressed.

6/10 Okay

Verified traveller

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
No hot water
When I checked in I was told there was no hot water and that there wouldn’t be any for the next 24 hours. The reception manager Kerry has advised that she would offer 25% discount on the cost of the stay due to this inconvenience. She said she has already emailed you to arrange this, please can you confirm this has been received and you are processing the refund? Thank you
Stayed 2 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. I know you were informed upon arrival and given the option to cancel your booking and find alternative accommodation but decided to stay with us. Unfortunately, this was out of our control with hot water supplied to all areas of the hotel being impacted 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.All refunds have been processed so please be patient and check you account within 7-10 working days.

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.

10/10 Excellent

Ann Louise

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Adam Smith on 9 Feb,2024
Thank you for your great review! See you again soon!

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

Kerry

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Adam Smith on 29 Jan,2024
Thank you for your 5* review.See you again soon.

6/10 Okay

Julia

Liked: Cleanliness, property conditions & facilities, room comfort
Nice room
Lovely spacious room, did not find staff very helpful or particularly friendly
Stayed 2 nights in Jan 2024
Response from Adam Smith on 29 Jan,2024
Thank you for your review and sorry on this occasion you found our team to be unfriendly which is certainly not the norm.

8/10 Good

Christina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Adam Smith on 29 Jan,2024
Thank you for your great review.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Adam Smith on 29 Jan,2024
Thank you for your great review.

8/10 Good

Heather

Liked: Staff & service, room comfort
Disliked: Cleanliness
Comfortable room and friendly staff. Only downside is pool , sauna etc needs renovation
Stayed 2 nights in Jan 2024
Response from Adam Smith on 29 Jan,2024
Thank you for your review and comments.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

Martyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Adam Smith on 23 Jan,2024
Thank you for your 5* review and see you again soon.!

10/10 Excellent

Mr J J

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient location, newly refurbished room, clean and comfortable, good pool and friendly staff.
Stayed 1 night in Jan 2024
Response from Adam Smith on 23 Jan,2024
Thank you for your fantastic review.See you again soon!

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

E

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2024
Response from Adam Smith on 23 Jan,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 18 Jan,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 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.

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 18 Jan,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 traveller

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 11 Jan,2024
Thank you for your great review.

8/10 Good

Wendy

Travelled 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 11 Jan,2024
Thank you for your great review.

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.