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.

The lake at the back was in poor condo on and some litter in it

We arrived at the hotel at 11am, too early for check in so we got a drink and some food (delicious) whilst we waited for our room. The reception team were brilliant and managed to get us in our room early for no extra charge. We also got complimentary bottles of oasis with the bands faces taped on. Great idea and made us giggle. Bed was super comfortable and much needed after a late night singing and dancing. Thank you copthorne Cardiff for completing our brilliant weekend.

Brilliant staff Really happy with my stay. The girl on reception was really welcoming and friendly and helpful. But im embarrassed to say i cant remember her name. But when the first person you meet is so good it makes you feel so welcome

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.

Warm friendly staff. Lovely overnight stay. Rooms are very comfortable and spacious.