The Copthorne Hotel Cardiff

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.

Just checked in after booking last minute. Really impressed with the team - Joanne and a trainee checked us in - asked for a top floor room and they gave us a comp upgrade to a superior - beautiful views over the lake. Bar staff and chef took time out of their day to ah e a chat So far d good very impressed !

I just wanted to take a moment to thank you for a wonderful stay at the Copthorne Hotel in Cardiff The transformation is impressive. The bedroom was clean and fresh, and both the restaurant and the lakeside bar are absolutely beautiful. The atmosphere was calm and relaxing—perfect for unwinding. The staff made me feel genuinely welcome. They were always smiling, which was such a pleasant sight and added to the overall positive experience. Overall, a very good stay—thank you again!

A fantastic stay would recommend, staff friendly and helpful, food amazing and room was clean and had everything you needed with a luxurious bed

Called in this morning for coffee and was hugely dissapointed. No service whatsoever. One lady did say that she would be with us in a minute after I inquired about service. She never did return. Also, there was noisy drilling maintenance going on, nightmare! On leaving I relayed all this to the reception staff only to be told they had "teething problems." Before it closed we were regular visitors to the hotel and leisure facilities. Not any more. You would think that they would be very keen to win back former customers! Evidently not.

The hotel had only just reopened when I visited in late May 2025 and the staff are making a real go of it. They were always very friendly and helpful. Having the restaurant look out onto it's own small lake with bird life was certainly a bonus. Although close to main roads the tress and landscape around the hotel ensured a peaceful nights sleep.