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Cariadbooks
Cardiff, United Kingdom

Mould mould and more mould

1.0 of 5 bubblesReviewed 24 Sept 2019
This hotel is rated a 4 star..... i thought it would be first class top notch rooms and top notch service. But be prepared as you do not get that at all the hotel may look inviting but as soon as you get in to the rooms you see for yourself that its just the opposite. The rooms are small dated and in serious need of an over hall. I had ripped curtains mould in the room the bathroom was a mess the shower was dirty and still had hairs in it. The room smells damp. The wall paper had stains and rips in it. And beware of what room they put you in as some over look the train tracks.

All the staff ever offer you are room changes and each one gets worse. One night i talked to one of the staff members and they even said that the hotel should never have been awarded a 4 star.

Check out was a nightmare as they would not take Scottish money even though it is legal tender money. Even though the bar and restaurant took it at check out they point blank refused and threw a hissy fit. The manager was rude and arrogant and threatened to charge my friends vard even though there was nothing in it. The manager needs to go on a customer relations course as the way he spoke to us was disgusting.

We all left this hotel ill with similar colds and chest infections.

The best part of this hotel was leaving it. I and lots of my friends who stayed here will never ever come back.
Date of stay: September 2019
Room Tip: Ask where your room is as some are by train tracks
3.0 of 5 bubblesLocation
1.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this review
Responded 4 Oct 2019
Dear Cariadbooks,

Thank you for taking the time to share you review on TripAdvisor.

I would like to apologise for the disappointing stay with us.
Your feedback has been shared with the relevant departments and team members and improvements have been made where necessary.
I appreciate that in light of your comments you are unlikely to revisit us. However, if you do reconsider please feel free to contact us on gsm@k-west.co.uk,as we would love to ensure your next stay with us is perfect.

Kind regards,
Ismael
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 23 September 2019 via mobile

Have stayed at the K-West several times - always as good! Nice atmosphere, spacious rooms, clean and smells so nice. Very modern compared to other UK hotels.

Fantastic staff especially Younes (Guest Relation manager), Sabrina in the Reception🌟 and Ilenia/Viana in the reservations dept - they are 🌟🌟🌟🌟🌟

Can’t wait for my next visit!

Date of stay: September 2019
Trip type: Travelled on business
3  Thank annakarellas
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 September 2019

This hotel was recommended by a friend since we had an event just a few blocks away. First, the hotel is gross. It has a damp smell and then there's a fishy smell as well. We were a large group and THREE of our friends had to move rooms at least once, two had to move twice ... BECAUSE OF MOLD! MOLD!
There was black MOLD in the closets.
Then, our room (which did not have the mold thank GOD) had issues with the toilet. We called three times to ask for them to fix it. But here's the thing, if housekeeping came in, wouldn't they see the issues? Wouldn't they notice the lights were out in the bathroom, the toilet wasn't working properly, and then they don't clean up the trash?

We only stay at four star and above, and this is NOT a four star hotel. Not even a little. We will never stay here again and I recommend no one else does, unless you like black mold.

Date of stay: September 2019
    • Location
    • Sleep Quality
    • Service
3  Thank corinnemichaels
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 4 October 2019

Dear corinnemichaels,

Thank you for posting your feedback.
I would like to apologise for the issues you experienced with your rooms and it’s disappointing that we were not able to resolve these to your satisfaction.
Your feedback was shared straight away with our Housekeeping team and both rooms’ issues have since been resolved.
I am truly sorry we were not up the expected standards, but I do hope you will choose to stay again with us in the future and give us another chance.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 September 2019 via mobile

I came for a book convention and to spend time with friends I thought I’d booked the right hotel but I didnt

First room was damp and had mould second room air conditioning didn’t work and spend the night freezing and both myself and my friend are ill third room was ok then fourth room we got changed to an executive suite if you can call it that. This room was bigger but in desperate need of an update. Then the heating wouldn’t work and there was a leak in the bathroom all night and I have pictures to prove it. Myself and my friend woke up with bites over us.

Overall I’m extremely disappointed as this ruined our time in London.

The best part of this hotel is leaving it. Yes we got a little discount but we had to fight for that with an extremely arrogant manager.

Date of stay: September 2019
4  Thank tracey c
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 4 October 2019

Dear Temptress_23,

Thank you for taking your time to post a review.

I am very sorry to hear you have experienced issues with the rooms you were allocated and I can only apologise that we have not met your expectations.
Please be assured that your feedback has been shared with our management team and we have looked into the issues reported.
Due to the inconvenience caused, Our Manager on Duty has offered and applied a refund for your first night with us, I am sorry you felt this was inappropriate compensation.
I appreciate that you are unlikely to visit again, however, if you do change your mind please don't hesitate to contact us directly on gsm@k-west.co.uk and we will be happy to organize your stay.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 September 2019

This is supposed to be a 4 star hotel but really it should be a 2 star hotel.

I came here for 3 days with family and friends and our weekend has been ruined.

This hotel is poorly maintained and we'll over priced and we are all leaving ill with coughs and bad chests.

I will never stay here again.

Date of stay: September 2019
Trip type: Travelled with friends
2  Thank Welshnana1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 4 October 2019

Dear Ms Rundle,

Thank you for taking the time to give us your feedback.

I am truly sorry to hear you did not have an enjoyable stay and that you were disappointed with the hotel.
I would like to assure you that your feedback has been passed on to the relevant departments and the management team.
Our guests’ satisfaction is of the utmost importance for us, should you wish to give us detailed feedback regarding your stay, please contact us on gsm@k-west.co.uk, we will be more than happy to assist you.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2019

Our room, (a Suite) was stunning and very Rock and Roll. We were lucky enough to secure an early check in and late check out, (possibly because we were spending quite a lot of money in the Spa before check in).
Staff were friendly and helpful but a couple of things were disappointing.
When I opened the window in our room the windows were very marked inside the glazing. Some patterned window film would help the aesthetic. The exterior window sill was filthy.
The in house restaurant was expensive but when they didn't have one of the items advertised on my main course, I suggested an alternative from the menu as a side and the chef refused, which I felt was unreasonable.
There were mostly european plug sockets in the room, the ill fitting plug which ruined my bath and a broken shower door that made the bathroom wet. Also a terrible smell in the corridor outside the gym.
This all makes me sound a nightmare customer, which I'm honestly not, but having worked in hospitality, I tend to pick up on the little details.
Other than those little gripes, we were very happy with our stay and loved our time in the spa. The staff were excellent and we would happily return.

Date of stay: September 2019
    • Sleep Quality
    • Rooms
    • Service
1  Thank Caroline T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 1 December 2019

Dear Caroline T,

Thank you very much for your extended feedback following your recent stay at K West.
I am very happy to hear that you enjoyed the room and that you found our staff to be friendly and helpful.
Early check-in and late check-out are subject to availability, and we are always happy to offer such whenever possible. I am glad we were able to provide you with both.
I would also like to tell you that your feedback regarding the room features is well appreciated, and it has been passed on to the relevant management to investigate further.
I hope to have the pleasure of welcoming you back in the near future.

Kind regards,
Ismael

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