In-room safe, individually decorated, iron/ironing board, free WiFi
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Reviews of The Coal Exchange Hotel

3.5 out of 5
The Coal Exchange Hotel
The Exchange Bld, Mount Stuart Square, Cardiff, Wales

Reviews

8.6

Excellent

Rating 10 - Excellent. 285 out of 516 reviews" "
Rating 8 - Good. 132 out of 516 reviews" "
Rating 6 - Okay. 52 out of 516 reviews" "
Rating 4 - Poor. 28 out of 516 reviews" "
Rating 2 - Terrible. 19 out of 516 reviews" "

8.4/10

Cleanliness

9.0/10

Staff & service

7.6/10

Amenities

8.2/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

10/10 Excellent

Chris

Liked: Property conditions & facilities
Stayed 1 night in Apr 2024

10/10 Excellent

Aysu

Stayed 1 night in Jan 2024
Response from Shannon on 28 Feb,2024
Hi Aysu,thank you very much for your 10/10 review! We really appreciate it.We're looking forward to welcoming you back again soon.Best wishes,Shannon

10/10 Excellent

Roz

Stayed 1 night in Jan 2024
Response from Shannon on 28 Feb,2024
Hi Roz,thank you very much for your 10/10 review, we really appreciate it and we're looking forward to welcoming you back soon!Best wishes,Shannon

10/10 Excellent

Natalie

Stayed 1 night in Dec 2023
Response from Shannon on 28 Feb,2024
Hi Natalie,thank you very much for your 10/10 review!We look forward to welcoming you back soonBest wishes,Shannon

2/10 Terrible

N J

Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Hi N J,Some context regarding your 2 star review would be great so we are able to improve. Thank you

4/10 Poor

Donna

Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Hi Donna, thank you for your review!We hope to welcome you back soon

10/10 Excellent

Deborah

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location is excellent short walk to the amenities of cardiff bay. Close to train station.
Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your 5 star review!We really appreciate it, and hope to welcome you back soon!

10/10 Excellent

Samantha

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your 5star review!We can't wait to welcome you back again!

10/10 Excellent

Karen

Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your feedback Karen!We hope to welcome you back soon!

8/10 Good

Leon

Business traveller
Liked: Staff & service, room comfort
Great location near Cardiff bay
Check in was quick. Hotel needs a little updating, in a beautiful building with nice large rooms, just needs some TLC. Disappointed to see mould growing in windows when I opened curtains in the morning. Lovely surprise to see a very large jacuzzi bath
Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your feedback Leon, we really appreciate it.Your comments have been passed on to the relevant departments. Hopefully we get to welcome you back at the hotel again soon!

10/10 Excellent

Frazer

Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your 10star review!We can't wait to welcome you back again!

10/10 Excellent

Dawn

Stayed 2 nights in Nov 2023
Response from Shannon on 22 Dec,2023
Thank you for your 10star review!We can't wait to welcome you back again!

10/10 Excellent

John

Stayed 1 night in Dec 2023
Response from Shannon on 22 Dec,2023
Thank you for your 10star review!We can't wait to welcome you back again!

10/10 Excellent

Sandra

Stayed 1 night in Nov 2023
Response from Shannon on 22 Dec,2023
Thank you for you 5 star review Sandra!We hope to welcome you back soon!

10/10 Excellent

Emma

Stayed 4 nights in Nov 2023
Response from David Lecoq on 25 Nov,2023
Dear Emma,thank you for your 10/10. I am looking forward to seeing you soon in our hotel.Kind regards.

10/10 Excellent

Mark

Stayed 1 night in Nov 2023
Response from David Lecoq on 25 Nov,2023
Dear Mark,thank you for your 10/10. I am looking forward to seeing you soon in our hotel.Kind regards.

6/10 Okay

Gerald

Stayed 3 nights in Nov 2023
Response from David Lecoq on 25 Nov,2023
Dear Gerald,thank you very much for your feedback. We must be working harder in order to improve our score.Kind regards.

8/10 Good

Maud

Stayed 2 nights in Nov 2023
Response from David Lecoq on 21 Nov,2023
Dear Maud,thank you very much for your 8/10. I am looking forward to seeing you soon.Kind regards.

8/10 Good

Anne

Stayed 1 night in Nov 2023
Response from David Lecoq on 21 Nov,2023
Dear Anne,thank you very much for your 8/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Nicholas

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enormous rooms, convenient location and friendly staff.
Stayed 1 night in Nov 2023
Response from David Lecoq on 18 Nov,2023
Dear Nicholas,thank you for your 5/5. I am looking forward to seeing you again soon.Kind regards.

10/10 Excellent

Helen

Stayed 1 night in Nov 2023
Response from David Lecoq on 19 Nov,2023
Dear Helen,thank you very much for your 10/10. I am looking forward to seeing you again soon.Kind regards.

4/10 Poor

Kayleigh

Liked: Staff & service
Disliked: Cleanliness, room comfort
Friendly staff but room was disappointing
Staff on front desk were very friendly. Checked in early and left bags at reception. Bags were up in room when we came back which was helpful. However, room was a disappointment. It smelt of wet dog. Clumps of hair in the bath, a safety pin was left on the desk, kettle covered in dust. Stayed in the presedential suite and wish we hadnt. Wind whistled through the windows all night. Beds were uncomfortable and hard. Breakfast wasnt great either, items had been there a while and the bread was stale from being left out for so long. Stayed a few times previously and had no problems before. Staff were friendly and helpful, but the room needs a good clean.
Stayed 1 night in Nov 2023
Response from David Lecoq on 18 Nov,2023
Dear Kayleigh,I have already send you an email regarding your stay.Kind regards.

6/10 Okay

Mrs Sheila

Travelled with group
Liked: Staff & service, amenities
Convenient to city centre. Short drive away. Decor could do with updating. Attention to cleanliness could be better
Stayed 2 nights in Nov 2023
Response from David Lecoq on 13 Nov,2023
Dear Mrs Sheila,thank you for your constructive feedback. I will pass your comments to our Housekeeping Manager.Kind regards.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic stay
Clean, tidy, vaule for money and fantastic helpful staff. Have stayed several times over the years and will certainly be returning again
Stayed 1 night in Nov 2023
Response from David Lecoq on 11 Nov,2023
Dear David,Thank you for your 10/10. I am looking forward to seeing you soon.Kind regards.

6/10 Okay

Lyn

Liked: Cleanliness, staff & service
In our bathroom we had a large jacuzzi bath unfortunately there was unsufficient hot water to fill it. Fortunately the shower was adequate.
Stayed 1 night in Nov 2023
Response from David Lecoq on 11 Nov,2023
Dear Lyn,the hot water issue was fixed after your check out. Remember that we have a 24h reception and we could have easily fix during your stay.Kind regards.

10/10 Excellent

Lianne

Stayed 1 night in Nov 2023
Response from David Lecoq on 11 Nov,2023
Dear Lianne,Thank you for your 10/10. I am looking forward to seeing you soon.Kind regards.

2/10 Terrible

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Unfitted sheets & water leaks
Architecture is nice. Rooms are disappointing. No fitted sheets on the bed so the bottom sheet comes loose putting you on an half unprotected bed — felt unsanitary. Reported to front desk but said it’s normal. A pipe burst above our room and leaked. Previous water stains on ceilings and carpets. Furniture is stained or breaking. Overal disappointing and not matching the “reviews” online.
Stayed 1 night in Nov 2023
Response from David Lecoq on 11 Nov,2023
Dear Jonathan,I believe our Supervisor Shannon Mason have been already in touch with you.Kind regards.

8/10 Good

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023
Response from David Lecoq on 10 Nov,2023
Dear Anthony,thank you for your 8/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Stephen

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from David Lecoq on 9 Nov,2023
Dear Stephen,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regards.

6/10 Okay

Karen

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
website information should be updated to inform guests that half of the hotel is "under renovation"
Stayed 2 nights in Oct 2023
Response from David Lecoq on 5 Nov,2023
Dear Karen,thank you very much for your constructive feedback.Kind regards.

8/10 Good

RJ

Stayed 2 nights in Nov 2023
Response from David Lecoq on 5 Nov,2023
Dear RJ,thank you for your 8/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Ashlei

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from David Lecoq on 4 Nov,2023
Dear Ashlei,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regards

10/10 Excellent

Izzy

Stayed 1 night in Oct 2023
Response from David Lecoq on 4 Nov,2023
Dear Izzy,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regard

10/10 Excellent

Sally

Stayed 1 night in Oct 2023
Response from David Lecoq on 4 Nov,2023
Dear Sally,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regard

8/10 Good

Timothy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from David Lecoq on 29 Oct,2023
Dear Timothy,thank you very much for your 8/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Leoni

Stayed 1 night in Oct 2023
Response from David Lecoq on 29 Oct,2023
Dear Leoni,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Kim

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
One night family stay
Lovely stay with a spacious, comfortable room. The jacuzzi bath was particularly nice. Friendly, helpful staff. The breakfast was tasty and served in a lovely room. The history of this building is fascinating. Lots to do in Cardiff Bay as well.
Stayed 1 night in Oct 2023
Response from David Lecoq on 28 Oct,2023
Dear Kim,thank you for your lovely review. I am looking forward to seeing you soon.Kind regards.

8/10 Good

Dale

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff couldn’t do enough for you.
Stayed 1 night in Oct 2023
Response from David Lecoq on 23 Oct,2023
Dear Dale,thank you very much for your 4/5. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Jeffrey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A great property with a lot of history.
Stayed 2 nights in Oct 2023
Response from David Lecoq on 19 Oct,2023
Dear Jeffrey,thank you very much for your 5/5.I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Lo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly hotel staffs
We stayed in the Coal Exchange hotel for two nights, the entire staffs team are very friendly, helpful.
Stayed 2 nights in Oct 2023
Response from David Lecoq on 14 Oct,2023
Dear Lo,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regards.

6/10 Okay

James

Liked: Cleanliness
Disliked: Property conditions & facilities
Stayed 3 nights in Sep 2023
Response from David Lecoq on 14 Oct,2023
Dear James,thank you very much for your feedback. We will work harder to improve our level of service.Kind regards.

8/10 Good

Clare

Stayed 1 night in Oct 2023
Response from David Lecoq on 11 Oct,2023
Dear Clare,Thank you very much for your 8/10. I am looking forward to seeing you soon.Kind regards.

8/10 Good

Mark

Stayed 1 night in Oct 2023
Response from David Lecoq on 11 Oct,2023
Dear Mark,Thank you very much for your 8/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Ann

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful historic treasure
The historical building is beautiful and fascinating although finding your way through the building is not straight forward. The front desk staff were all very friendly and helpful. We had Sunday Roast and two breakfasts in the restaurant and the food and service were very good. Our room was large, the bed comfortable and the shower and towels were very nice. The decor is a bit quirky (lots of gold painted furniture) but I guess it fits the period of the building. The location is great too — just a short walk to the waterfront. I enjoyed my time there.
Sunday roast for two
Stayed 2 nights in Oct 2023
Response from David Lecoq on 7 Oct,2023
Dear Ann,thank you for your 10/10. I am looking forward to seeing you soon.Kind regards.

2/10 Terrible

Sean

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The bedroom door was significantly undercut and did not have a smoke and/or acoustic seal in place. This meant a significant amount of light and sound bled into the room and disturbed sleep throughout the night. Not only that, this compromises the fire rating of the door, making it non-compliant. I am sure you are aware that all hotel room doors need to be fire rated. See photograph attached. 2. The TV is mounted far too high on the wall. Not only does it look completely out of place and awkward, but it is was also straining to watch. 3. The bed linen was not up to hotel standard on any level. It was clean, but very old and worn out. The pillows were also horrific. I appreciate that pillows are personal preference, but the quality of these was very poor. 4. The curtains did not close properly and so light bled through. There was also no voile for privacy should you wish to leave them open during the day. Even the Premier Inn has voile. See photograph attached. 5. The bathroom was cramped at best. There were also two cracked tiles on the floor. 6. The shower water never got hot and remained luke warm. We ran it for a full 5 minutes before getting in, in the hope that it would warm up, but it never did. 7. The kettle could not be filled up on its own. One had to fill several cups of water and transfer to the kettle. A nice idea may be to leave a reusable glass bottle of water to fill the kettle. 8. The room was not well cleaned.
Stayed 1 night in Sep 2023
Response from David Lecoq on 2 Oct,2023
Dear Sean,I will get in touch with you regarding your stay.Kind regards.

10/10 Excellent

Barbara, State College

Stayed 3 nights in Sep 2023
Response from David Lecoq on 21 Oct,2023
Dear Barbara,thank you very much for your 5/5. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Michael

Stayed 1 night in Sep 2023
Response from David Lecoq on 2 Oct,2023
Dear Michael,thank you for your 10/10. I am looking forward to seeing you soon.Kind regards.

10/10 Excellent

Raimund

Stayed 2 nights in Sep 2023
Response from David Lecoq on 2 Oct,2023
Dear Raymond,thank you very much for your 10/10. I am looking forward to seeing you soon.Kind regards.

6/10 Okay

Amber

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from David Lecoq on 28 Oct,2023
Dear Amber,thank you for your feedback. We must work harder to improve our rating.Kind regards.

10/10 Excellent

Chris

Stayed 2 nights in Sep 2023
Response from David Lecoq on 27 Sept,2023
Dear Chris,thank you for your 10/10. I am looking forward to seeing soon in our hotel.Kind regards.