Hannah S
Google
Disappointing stay
My family stayed at voco St. David’s, Cardiff on 11 August 2025 (booking under my husband’s name, who is an IHG One Rewards Platinum Member) with our two teenagers. Sadly, our experience fell well below the standards we expect from IHG.
Key issues:
1. Poor room assignment and lack of communication
We were given a room with a poor view without prior warning or an inquiry into our preferences. As Platinum members, in past stays we’ve consistently been asked about preferences—floor level, view, etc.—if upgrades weren’t available. That courtesy was absent here.
2. Unauthorized early check-out
Despite being assured at check-in that we had until noon to check out, the hotel checked us out without contacting us. They later said that a key card pocket with our name was left at the desk, so they “assumed” we’d left. But I still had both the key and pocket with me, and there was no effort to verify. This caused unnecessary stress and ruined part of our day exploring Cardiff.
What did go well:
The staff member who listened to my complaint afterward was exceptionally polite, sincere, and professional. Also, the lady who got us a table for breakfast was warm, welcoming, and greeted us with a genuine smile.
IHG has since contacted me and apologized for the issues. I will continue staying at other IHG properties, but I will not be returning to this hotel.
