Food excellent, staff very friendly, bedrooms need updating, shower very hard to get in and out as the base has a very high edge especially as we are over 70years

Room was tidy however there appears to be black mould growing on the roof outside the bathroom, the skirt board in the room was not finished of and there were make-up marks on the doorway of the the room and on the blinds for the price I would expect a little better quality the Apollo down the road is cheaper and much nicer. I stayed in room 230.

When we arrived, they didnt have our booking, and had to find a room for us. The room was musty and very tired. Someone had very obviously laid on the bed as the civers were creased and messy. The toilet had been used and not cleaned afterwards.

It was a pretty good stay but the cleaning wasn’t that nice. They didn’t vacuum or change the bed sheets and they didn’t provide toothpaste for us.

Mercure Charlestown (Madison) needs refurbishment, well past its prime. Tacky finish with carpet to wall requiring skirting boards to cover the mess. Old furnishings, old light fittings and only one chair included. (booking for two persons) Carpet looks dirty probably because of the colour. Bathroom very tired, shower in bath/spa not good for elderly people with existing knee or back problems. Very nice gesture to have complentry water but please check if they have been opened before room is cleaned and replaced. Overall standard requires a complete refurbishment.

A last minute New Years Eve getaway and wow we had a great visit ... really enjoyed the large rooms, brilliant A/C, lovely dinner and breakfast (best egg and bacon roll I have had in many years), an the service was exceptional from Hannah at the front desk to the lovely ladies in the restaurant and bar. We will be back and will also be recommending to all our friends and family, including all the Cardiff Hawk supporters. The fireworks from the balcony were an extra treat !! Happy New Year and keep up the great work. Spacious rooms Great hotel bar Quiet rooms Good room service

Enjoyed our first free night of our Accor Advantage membership due to 18 months of COVID restrictions

Very relaxed stay, with pleasant helpful staff.

Super noisy could hear everything in other rooms & upstairs, looked like the bathroom floor had not been cleaned as there was hair and dust/dirt. Also hair evident around bathroom sink. Was quiet gross. Thankfully was only for the night.

Wonderful, helpful, friendly staff.

We were greeted in a friendly manner and directed to our balcony room. The restaurant has the best food I’ve had in ages. Not one complaint there, we were pleased we chose to stay here. Celebrating my birthday I couldn’t have done better

Staff were very eager to help and most courteous. The room was very comfortable and spacious. One suggestion is that it is helpful to have a table in the room. Our other thought is that the fridge was overloaded with bar items so we needed space for our own requirements. We would stay again.

Wife currently unwell and on a waler. I Informed staff that needed a walk in shower which was done for me however I was never notified by staff nor could I find anywhere on the website that pretty much the entire place is only assessable via stairs which means we could access the restaurant and were stuck with a view of the carpark. Also bed wasn't made properly the bottom sheet finished 20cm before the end of the bed so my feet were on the mattress protector.

Check in took 3 hours. After travelling for 6 hours we were exhausted. Receptionist couldn’t find my booking and was trying to charge extra for breakfast which was included in the booking quote and incorrectly charge the amount for the room. Then she changed the amount which was still incorrect. My guest was waiting in the car and at this point was 1/2 hour trying to check in so I explained to the receptionist we needed the bathroom. Finally got the swipe card and it was the wrong room as I had called the property to arrange the room my guest had previously stayed in. Had constant calls from reception while trying to eat dinner. Finally the receptionist came up and decided to move us to the room we had asked for. Packed up our belongings and we were escorted to another room which was not the room we had booked. Decided to accept the room because we were exhausted. Receptionist asked me to go back down to sort the account out, which I promptly did. She then couldn’t find the paperwork to charge my card. In the end, 3 hours later she charged my card a $1 authorisation fee. In the room there were pieces missing off the bathroom tap handles, making it difficult to turn the water on and off. There was half a bottle of water in the bar fridge. By 10pm my guest and I laughed about how terrible both the customer service and facilities were, because it was so bad. Tried to have a bath and the plug wouldn’t stay in the plug hole. It was an absolute joke. The next morning I went to reception to sort out the payment. There was still confusion as to the price on my invoice and the price on their computer. Got the account sorted. Stay after that was okay but would never go to this hotel again after the awful check in experience. Place is run down and needs a lot of maintenance.

The occupants in the room next to me were loud all night and smoked on the balcony . Did enjoy my last night