Holland House Hotel Cardiff By Sunday

The kettle in the room was dirty, the cupboards were worn and needed repainting, and the reception desk was easy to miss because it blended into the decor and looked like a small makeshift table. I have a disability and support dogs, but receptionist Bernadette repeatedly questioned me about my service dog, despite this being a dog-friendly hotel. It felt intrusive and inappropriate. Guests with disabilities shouldn't be made to feel interrogated or challenged. I was also asked more than 20 times to pay immediately for a late checkout, well before checkout time. It was stressful and unnecessary. The way reception handled it felt unprofessional, like harassment, and left me feeling unwelcome and uneasy throughout the stay. Staff need training to speak respectfully to guests, especially guests with disabilities. The whole experience fell far below what I expected, and I wouldn't return. Better staff training and attention to guest care could make a real difference.

Holly gave me a facial during my spa day and was amazing. I felt at ease and comfortable the whole time. The treatment was lovely, including a scalp massage, and my skin feels incredible :) Definitely recommend. Thank you, Holly, for such a relaxing experience.

The rooms were the best part: warm and comfortable, with a bath, shower, kettle, teas and hot chocolate. The car park was useful too, as we felt the car would be safe from the waifs and strays outside. The area around the hotel looked like a massive turd hole, with rubbish everywhere, bleak scenery, graffiti on the walls, and not a Welsh person in sight. We arrived at 10, knowing we couldn't check in yet, just to let staff know we were around. It was pointless. We came back at 4, though check-in starts from 3, and the rooms still weren't ready. We finally got checked in at about 4:30, but into different rooms. We'd booked in August and asked for rooms on the same floor, so there had been three months to sort it out. Instead, two rooms were on the 6th floor and one on the 7th. The staff didn't seem on the ball and were really bad at sorting problems. It felt like another hotel chain treating guests as numbers and money instead of people. It wasn't all bad, but I wouldn't visit again.

The staff dealt with a problem in my room quickly and efficiently, and also upgraded me. The hotel has a free gym, while use of the swimming pool, sauna and steam room costs extra. My room was spacious and clean, though maintenance could be better. The renovated rooms are excellent and finished to a high standard, with lots of space, a coffee machine, plenty of storage and a safe. The bathrooms are excellent too, with both a bath and shower. The hotel's current name is a little confusing. I'm happy to recommend it for a city stay.