voco St. David's Cardiff, an IHG Hotel

Had an excellent stay. Really friendly at check-in and staff friendly throughout the stay

POOR SERVICE EXPERIENCE!!!! DON’T GO!!!! This trip I was going to celebrate my mom’s birthday for 2 nights. After I make the reservation through trip.com, I straight away call the hotel to add special request as this trip is for my mom’s birthday. They said they have already been recorded and would have surprise for my mom on the day we check in. However, once I went to check in, the staff said they DON’T have any record for birthday however they can make it on the second day of my stay. After that, as I got the IHG Rewards member, I ask for the late check out at 2pm and the staff in reception said the latest check out they could offer me is 12pm. I can understand and I accepted this offer. The staff said they did noted for me so I can stay till 12pm.However, they didn’t make anything for the birthday request on the coming day also… After I ask for the reception the FOURTH TIME. Finally after 30MINS they delivered a champagne and welsh cake for us. The gift are not bad but how is it POSSIBLE to have this POOR SERVICE AS A FIVE STAR HOTEL???? The staff communication is so BAD!! Which I was so disappointed. During I stay, I also ask for the room service to have one more bottle of water and some ice but they NEVER COME… Also, don’t think they will have 24/7 call line for room service.. they NEVER pick up the phone and it will keep ringing about 10+mins to call the reception or the room service department. And they WON’T PROVIDE COTTON SWAP AND COTTON PAD even though these basic stuff that a NORMAL HOTEL SHOULD HAVE BUT AS A FIVE STAR HOTEL THEY DON’T! NEVER END, on the last day we stay, we supposed to have late check out on 12pm. When I was packing my stuff at 11am, they just call us and told us to LEAVE THE ROOM NOW. I said your colleague promised me we can check out at 12pm as I got the IHG Rewards membership and they did noted it in their system. They said THEY DON’T HAVE THE RECORD IN THE SYSTEM SO I MUST LEAVE IMMEDIATELY. I was so angry and shock about the attitude and services that they provide. They LITERALLY JUST KICK US OUT OF THE HOTEL AND DIDN’T said like sorry about the inconvenience or stuff like that… Also, their staff communication is so worse as if I want something and I ask for the reception, some staff will jot down the notes on the paper and some will type in the computer… I think this is why they having a poor communication and makes us so confused and angry… I would NEVER COME BACK AS THEIR POOR COMMUNICATION makes me so disappointed… WHAT A FIVE STAR HOTEL!

I love everything about this hotel. So different and we felt special .