Premier Inn Cardiff City Centre (Queen Street) hotel

Reviews

• MM

  Millie

  3 days ago
  1.0
  **Extremely disappointing experience** We booked a 4-bed family room in Cardiff for four girls and had absolutely no issues when checking in that morning. The staff were aware that there were four of us, all in our early twenties, we paid for the room and were allowed to check in without anyone mentioning that the booking was against policy. After going out for the evening, we returned to the hotel at around 4am, only to be told that we had to leave because we had “broken policy” as the room was intended for 2 adults and 2 children. We explained that none of us live in Wales, that we had nowhere else to go, and that there were no buses or trains running until 8am. Despite explaining that we would effectively be stranded in the middle of the night, we were given no help or alternative. And as mentioned before, they had no issue with us when taking our money at check in. We were also told that we could not simply book another room because we were “no longer customers” as we had broken the policy. The only accommodation we had paid for was taken away from us at 4am, and we were left outside in the rain with nowhere to go for several hours. To make matters worse, only one of us was allowed upstairs to pack up all four of our belongings, while the rest of us had to wait outside. We did not cause a scene or make a fuss. We accepted what we were being told and tried to deal with the situation as calmly as possible, but the complete lack of help or consideration was extremely upsetting. We were also told that we were not the first group of girls to be turned away that night. If this is happening repeatedly, surely this is something Premier Inn needs to address. We completely understand that hotels have policies, but surely there needs to be some responsibility when guests have been allowed to check in, pay and stay in a room despite staff knowing exactly who is staying there. If the policy is that strict, it needs to be made far clearer during the booking process. At the very least, we would have expected some form of assistance or an alternative, rather than four young women being left stranded at 4am in the rain with no public transport and nowhere to go. A very upsetting and disappointing experience, and definitely not the level of customer care we expected from Premier Inn.
• AB

  Anna Blom

  Sep 3, 2026
  3.0
  Very good location. Cleaning only upon request. No fridge or safety box in the room. Only two bags of tea for 6 days of stay and no bottled water in the room. I asked for missing hangers but got none. Plentiful breakfast but no real healthy alternatives. Especially not for a vegetarian. Carpeted floors and no possibility to open window - not great combo when one has asthma. Good staff doing their best.
• KK

  Kristian

  Aug 28, 2026
  5.0
  4 night stay and I was impressed, the rooms were comfortable and large compared to others, air con didn't work at first but there was a fan which cooled the room down, mould growing on the bathroom ceiling. breakfast was great with food options barely being low, the location is fantastic opposite Queen Street and a short walk from the city centre. a firm 9/10. I'd definitely stay here again 👍
• BM

  Bobby Marvin

  Aug 26, 2026
  3.0
  Before you book: this hotel’s AC doesn’t seem to work in every room, and if it’s fully booked, you could get stuck in one that’s broken with no way to move. Worth keeping that in mind, especially in warmer months. We were first put in room 818, which was musty and uncomfortably hot, the air con simply did not work. After flagging it, we were moved to room 308, same problem: no working AC and a musty smell. Note this was all done in the middle of the night as the room got warmer since no windows. Each move meant fully packing and hauling all our luggage to a new room, three times in total, not fun on a trip, especially if you unpack and settle in. Third attempt, room 905, and it was night and day. AC worked properly and the room was genuinely pleasant. Worth noting: both broken rooms had a standalone fan in them, almost like staff already knew the AC wasn’t working. The 905 room had no fan at all (just a viewpoint since the ac actually worked. no need for a fan if it works). Credit to the front desk, they moved me quickly each time we raised it. But the hotel needs to actually fix its air conditioning or let their guests know the rooms dont have ac when they check in. Especially since AC is listed as an amenity when booking. Based on other reviews, we’re not the only guests this has happened to.
• O8

  Ozakki 87

  Aug 21, 2026
  1.0
  We (family of 5) stayed here for 5 nights. During my role as a Service Engineer, I stayed in Premier Inns all across the UK - I’m not exaggerating when I say hundreds - and I can safely say this was the worst First night in our first room, we found the air con didn’t work. The staff ‘reset’ it several times to no avail. Whilst we appreciated it was yet another heat wave, our kids simply couldn’t sleep in a room that was 28C all night. A member of staff said we could have fans in our room and eventually the smallest fan imaginable was delivered for a quad room. So they moved us to a smaller room with working air con the next night. First use of the hair dryer in this second room and it exploded. Full blown bang, sparks, smoke, all the pyro. We were given another one and that was that. I would’ve thought fire safety would’ve been a bigger deal in a high-rise hotel? Next up is the state of the place. The restaurant and bar area are great but everywhere else is simply gross. Dirty, stains everywhere, rubbish all over the place. It says they’re in the middle of a refurb but one lift being worked on aside, there wasn’t anything else going on. Staff are simply shocking in most cases. Our issues aside, we were stood in many a queue at reception with people of similar complaints. Most of the staff had their own personal reasoning / decision making to wriggle out of having to deal with an issue, but then the shining light of Ashley (hope I’m spelling it right!) would burst through and deal with anything and everything to make the customer happy. Premier Inn - if you read this, Ashley is the model example of how all your employees should be. He was a massive help, constantly checked in with us when he was in, and remembered our names. That goes a long way and we won’t forget it. Give him a huge pay rise and a massive bonus!

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