25.09.23
My husband and I traveled with our 7-month-old baby — our first family trip to celebrate my birthday. We went to Cardiff for the first time and stayed in Radisson Blu hotel. I booked a Superior Room – City View since this was our very first hotel stay as a family of three.
We were assigned in room 1803. But as soon as we walked in, we noticed the room had a strange smell. The carpet was dusty and there were bits of what looked like food crumbs on the floor. The tables were dusty as well. Since we had a baby with us, I wiped all the surfaces with antibacterial wipes just to be safe.
I also noticed that there was another door inside the room, clearly a connecting door to the adjacent room. I called the receptionist to complain, primarily about the cleanliness of the room. The Indian receptionist apologized and said she would call room service. As for the connecting door, she claimed it was a fire exit and assured us it was safe and no one could open it.
I let it go at first, but I couldn’t help but think , was this the kind of room they gave us just because we’re Asian? Because we’re non-white? We paid properly just like any other guest, and yet this was the treatment we got. Still, I stayed calm despite how disappointing it all was.
Later on, I checked the floor plan posted on the back of the door — and it clearly showed that the door in our room was in fact a connecting door, not a fire exit.
I called the front desk again to follow up on the room service, because we still couldn’t settle in and rest properly — especially with a baby — since the room was dirty. We had traveled far, and it was exhausting. I was told room service would take another hour. When I asked again about the door and told her that I saw the floor plan indicating that the door is not a fire exit, the receptionist said, “Sorry, I thought you were in a different room.” That didn’t make sense. I was calling from the room phone in 1803 , the extension number clearly shows up on their system. And if she truly didn’t know which room I was in, how did she manage to notify room service? Honestly, it just seemed like she lied to make it sound like the door wasn’t a big deal.
I asked if we could transfer to another room because my husband is asthmatic and the room is dusty. She said no other rooms were available. I asked again if even tomorrow night would be possible, because I really didn’t feel safe also because of the connecting door to the adjacent room. She said she would inform her supervisor and that someone would call me back.
I said I would wait. Then, the room service staff arrived and vacuumed the floor.
Shortly after, I received a call from another Indian receptionist, informing us that there was another room available, Room 1101. This room smelled fresh, was clean, and felt much more spacious and comfortable.
When I went to the reception to get the new key, the other Indian receptionist handed it to me, but I didn’t notice until a minute that she only gave one key. I returned politely and asked if it was just one key (I was concerned because usually hotels give two key cards). She made a second one for me but when I thanked her and looked at her, she didn’t even look back or respond. She looked annoyed and clearly wasn’t happy to help.
I honestly don’t see why, it wasn’t my fault that the room was dirty, which is why we had to request a transfer. Her attitude was unprofessional and a stark contrast to the white receptionist, who was polite, had a friendly smile.
And one more thing, on the morning of our checkout, my husband requested a box of facial tissues. The Indian receptionist answered the call and said she would inform the staff who would deliver it. But after almost an hour, no one came. So my husband called again , this time, the white receptionist answered, and she said she’d follow up. Within just a few minutes, the tissue was delivered.
I had read good reviews about Radisson Blu, and even some friends told me it was a great
