Travelodge Cardiff Central Queen Street

I’d read some reviews and was a bit wary about booking, but honestly, I can’t fault the place. My room was spotless and fresh, the staff were helpful, and the bed was so comfy I slept like a log. It’s minimalist, which suits me. The location is great, with shops just around the corner and the station and many Cardiff sights within walking distance, including the Castle and Bute Park. Restaurants and bars are nearby too.

The only bright spot was the helpful, friendly front desk team on site, especially Lauren and the lady with spectacles. I’m giving five stars for them, not for Travelodge’s website or central customer service. I chose this hotel for its city-centre location while handling my affairs and exploring, though I’d also considered Premier Inn and Sheraton. The booking process was a mess: after I selected my dates through Google and moved to the hotel site, the dates changed to the following week. This had happened once before, so it seems like an ongoing system issue. I caught it at payment, then couldn’t log in to fix it because the site kept saying “incorrect information.” The first agent I reached, Henry, was very unprofessional. He sounded uninterested, interrupted before I could finish explaining, and hung up when payment came up. The second agent was much more efficient and helped me pay without unnecessary back-and-forth. At check-in I found I’d been given an accessible room. I’m not sure if this wasn’t made clear on the call or if I misheard, as I’d only been told a twin room was available. Reception said there were no other rooms, and the front desk staff were polite and genuinely tried to help within their limits. Later, I called central customer service to give feedback about the whole process. The agent with a Philippine accent said the room couldn’t be changed because the stay had already started, since they’d amended the booking to an earlier check-in date. When I explained I was concerned I hadn’t been told in advance it was an accessible room, she told me to contact the complaints department. I was trying to clarify things, not make a complaint then, and the response felt dismissive and unprofessional. The internet connection was also unstable at reception on the second floor. Choosing Travelodge turned out to be disappointing.

James on reception was fantastic during a stressful few days while work was being done in the nearby flat I rent with my brother. When my letting agent told us at the last minute that the work needed more time, James gave me the information I needed to add another night and made sure I could stay in the same room. The staff were wonderful and made the stay as comfortable as possible. The room was small but nicely presented. My key card stopped working a few times, but reception sorted it quickly each time and everyone was friendly and professional.

For the location, it did the job as a first stay, and there was a fan in the room during the heatwave, which was great. But nobody was at the desk when we arrived, and the number to call for someone to come back went unanswered despite several tries. The shower wouldn’t turn to a cool setting, so during the heatwave we had to use very warm water. It was okay for a budget hotel, but I might stay again rather than making it my first choice.