The Copthorne Hotel Cardiff

Staff were amazing!! Can’t thank them enough for guiding us along this trip. Sadly the room was not up to standard, Really disappointed with the bathroom, silverfish in the sink and bath, shower was unusable due to clogged trains, beds were clean. Room included iron and board alongside other little amenities. General hygiene of the hotel was great, downstairs was beautiful, although we didn’t eat/ drink from the bar and restaurant it did look very nice. View was beautiful but would’ve been nicer if the windows were clean and hairless.

Before booking I researched several review platforms and decided the pool and gym looked perfect. Booked direct, arrived and when I enquired where the pool and gym were I was told they were under renovation. Disappointed as these were the two reasons for choosing the Copthorn Cardiff. When I raised this issue upon checking out, the receptionist apologised and said that they were finding it difficult to let everyone know. Maybe a message on their website would have made it transparent? Our room had no Aircon, perhaps something I should not have assumed. We arrived in the hot spell of July 2025 resulting in a poor night's sleep. Although it was a Lakeside suite it was very noisy from the road traffic. Had we had wanted to close the window we couldn't have as the latch was broken. Sadly the view of the lake was spoilt by the filthy windows(room #424). We ate our evening meal at 1930 but the availability was limited as they had 'just ran out' if three of our choices.The staff however were apologetic. We took breakfast at 0930. The croissants had all gone but 2 and there was no milk in the coffee machine for the duration that we were there. The location of the hotel does incur and expensive Uber ride. On a positive note, free parking is on site. We were disappointed and would not recommend staying here. Please research carefully and check reviews to avoid disappointment.

Hi, I stayed last night at your Copthorne hotel, culver house cross, Cardiff. Unfortunately, I have to make a complaint about the service I received after checking out. I paid a third party company (vacavia) on the 16/06/2025 to book the hotel, they took my money, after this, I requested to change the booking to this Saturday, which I had a reply about, so by all accounts, my booking etc was confirmed. We stayed the night, checked in fine. When checking out, this went through fine and then we got called back, the female at the reception (Jo) stated that the third party companies card was declined and we agreed to get in contact with them and help them get this resolved which we did as you will see in the screenshots attached. We then left the location and received a phone call from Jo demanding we come back and pay, which we then explained we’ve already paid and this dispute should be between you and the third party. The reception clerk then raised her voice to me over the phone and started threatening that she was going to call the police which we replied please go ahead and then promptly disconnected the call as I was unhappy with the way I was spoken to. The reception clerk then call again 5 minutes later again with a raised voice saying she’s spoken to the third party who apparently don’t have any record of our booking. I believe this to be a flat out lie as we were checked in with 0 problems with our information already there. When explaining we don’t appreciate the way you are speaking, the clerks response was that she was 100% deaf with 0 apology. Which we then again disconnected the call. The clerk then called back the 3rd time explaining the third party has now been in contact and a payment link has been sent to them. 0 apology again from the clerk about the situation. The level customer service we have received is appalling. Me and partner are disgusted with the way this has been handled and the we have been treated. My partner clearly agreed to get in contact with the third party to help get this resolved quickly and promptly which you can clearly see in the attachment above. The dispute is not with us but with you and the third party. There is no excuse for this low level of customer service. We will be posting our experience on social media and also on review boards.