Premier Inn Cardiff East

THERE ARE NO WORDS...... So managed to get Oasis tickets, booked this hotel last year in the frenzy in case the hotels all sold out....come to today, the night before, look on Google maps to see how long the travel will be tomorrow.... To see that Google says this hotel is now permanently closed....... No email about this, nothing, imagine if we had just driven the 2.5hrs to arrive and found it was shut..... Spoke to customer services, who, while we eventually got a refund and spoken to like we should be lucky, we not that helpful, could they just transfer the booking to a different hotel...nope. can they put us through to a complaints department...no. Luckily there were still some rooms free at other hotels so just booked one of those. If push came to shove we could just of driven back home after but imagine those that have travelled from other countries or much further away.... If you've booked this hotel... Look for somewhere else asap. Just a heads up would have been nice, surely they knew beforehand when they were shutting and sent an email to advise customers and issue refunds..... Absolute failure of customer services there Premier Inn, and I'm not blaming the people that have to answer the calls when this sort of thing happens. Could have made everyone's lives easier if someone had just been proactive.

Premier Inn allowed us to book into this hotel knowing that it was closing down the day we were leaving, the facilities at this hotel where disgraceful dirty walls, rusty heater, broken shower, no hot water. Having driven over 200 miles to get there we were too tired and hungry to try and find somewhere else and would try and make the best of it till morning. We went across to the restaurant attached to the inn because we had a meal deal, once seated the waitress came to take our order we ordered drinks my request wasn’t available my wife chose a Rose wine that tasted like tap water, when we tried to order our meals nothing we wanted was available because they were closing down on the Monday as well and they weren’t allowed to order any new stock in. We finally settled on two meals which when arrived were child size potions and non descriptive in flavor. The thought of having to contend with these events again was just to much and we spoke to the receptionist to say we wouldn’t be staying any further she couldn’t apologize enough and informed us that no maintenance had been carried out for quite awhile as they were closing down on Monday so it was no surprise that things were going wrong. We phoned Guest Services at Premier Inn to speak to them about letting us book into a hotel that was closing down and a Beefeater pub that was closing as well with poor facilities in both of them, as the experience ruined the weekend event we travelled all that way to attend we felt somewhat disappointed in the reaction to the way Guest Services dealt with our complaints and offered us a meager refund in the way of a goodwill gesture knowingly have allowed us to make that booking. Needless to say we will think twice before we use them again unless they show more empathy towards their customers.

My room was certainly a lot smaller than the one pictured - It was a squeeze around the bed - especially once the case was in the room. Walls of room and hotel generally an uninspiring brown colour which gave it a depressing atmosphere. Room scrupulously clean though. Bed very comfortable but creaked. Reception staff (Melissa) and cleaners were friendly and polite. Basic internet exceptionally slow but used my phone as a hotspot rather than pay the £5 a day for "premium" internet. Breakfast at neighbouring Beefeater was pretty dire. Poor selection of food for the "Continental" breakfast (deemed continental by the presence of a couple of pains au chocolat). The bread was of the "plastic" variety and my piece was stale. Only jam was blackcurrant in single portions which seemed an odd choice. They did have honey, Marmite and marmalade as well though... Worse was the coffee machine bearing an out of order sign and the alternative was hot water and the same tubes of Nescafe Instant as in the rooms. Surely a restaurant should have alternatives?!