Holiday Inn Express Cardiff Bay By IHG

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Our family recently visited Cardiff from London for a two-day trip. We had a prepaid booking for the Holiday Inn Cardiff through Booking.com. When we arrived at the hotel around noon, the receptionist checked the system and confirmed our names were there, but said our room wasn't ready yet. We left our luggage in a secure area they indicated and went out to explore the city. We returned to the hotel late in the evening, very tired and just wanting to rest. However, when we went to reception to check in and get our room key, they told us they couldn't find our names in the system. They made us wait for hours with our child, hungry and exhausted. It turned out our room booking had somehow been overlooked in their system and sold to someone else. They also had no family rooms left. Eventually, they found us a room at another hotel and apologized, promising an immediate refund. We were utterly drained – hungry, tired, and defeated – when we finally moved to the new hotel. Now, a month has passed, and we still haven't received our refund.

Good facilities, very comfortable Good breakfast.

Very difficult to find- especially at night. No guidance on website re closed roads. Hence satnav did not cope.

Clean and tidy hotel. Good breakfast

Could be doing with AC in rooms, sofa bed also a bit small for 2 children

Always clean

None

The breakfast was lovely with great options to choose from

the room was hot and the a/c barely worked, and there were no fans.

Clean

N/a

Breakfast and location is good.

Room does not have air condition. I booked this hotel because i used this hotel other branch in London and Birmingham . They got air conditioned rooms.