Premier Inn Cardiff City Centre

We had a terrible experience with the night security guard... Matthew.....he intimidated us three times.....coming to the room and threatening to evict us if we complained !! I am 75 and my friend is 66. We complained that we couldn't sleep as the guy in the next room had his TV on ALL NIGHT for THREE NIGHTS!! Matthew said that he 'couldnt hear anything' ....And to 'stop bothering him' And if we disturbed him again.....he would throw us out .....this was at 2.30 am!! He made us say that we wouldn't complain again.....And we had to agree as we were frightened that he would throw us out in the middle of the night! This was the WORST experience I've had in a hotel with a member of staff in my lifetime of over 150 hotels!! 'Security' are meant to make you feel protected.....NOT FRIGHTENED!! SHOCKING!

This was a terrible experience. The room was supposed to be premier plus, but is was smelly and in need of refurbishment. Toilet seat was dirty, hairs on pillows, carpet really scruffy, walls had liquid marks splashed on them. No hot water for shower or sink, shower leaked on bathroom floor. Only 1 lift working for all the rooms, and then to top it all that lift hardly works!!! Had to walk up 9 floors of stairs twice to get to our room, in the most dirty, staircase with carpets coming away from the stairs, chips on them, other food and rubbish. We were told the lift was supposed to be fixed, but it was not. Surely the hotel should be closed until they sort the both lifts out as it has 10 floors!! Breakfast was terrible, we have stayed at premier inns and they've always been good. No cutlery, dirty tables and 1 toaster working, which threw the toast to back of the unit not towards you! Gang of about 10 English men just sitting being crude and loud, finished their food, no respect for other guests, acting as if they were in a rugby club talking about strippers!! This is not usual standards and has gone down hill a lot since our previous stay. So disappointed, will never stay here again!

All style and no substance... The room was in a miserable condition, the furnishings old and partly broken, the bed uncomfortable, the air conditioning broken, and the staff not really interested in the customer. We had booked 3 nights incl. breakfast, but had to leave on the day of departure before breakfast. Therefore, I requested a refund for the breakfast. Furthermore, Premier Inn has a Good Night Guarantee, and I let the staff know that the air conditioning kept turning off at night and had to be turned back on regularly, because you cannot open the window. A known issue. Supposedly, everything was to be forwarded to the manager, at least the refund for the breakfast. Nothing happened. The full price was charged to the credit card. Luxury price for a bad room.