Important information for your stay
Reopening March 8th 2024 under new ownership!

FAQ’s

FAQ’s

FAQS

We hope the following information will help with your upcoming visit and answer some frequently asked questions.

ACCOMMODATION:

If your chosen date is showing no availability, please select another date and search again.

Our latest offers are communicated via social media and email. Sign up for our marketing mailing list on the top of the website if you would like to receive our latest offers and promotions.

Once you have made a reservation, we will send you an email confirming your booking. A couple of days before you arrive we’ll email with a online check in form along with links to pre-book parking and dining

If you’re looking to book a room on behalf of someone else – this can only be done by purchasing a gift voucher. We are unable to allow anyone stay at the venue if the card used for payment isn’t presented at check in. 

 

The bank card used to make the reservations will be required at check in along with matching photo ID, however if at least 1 of the people staying does not match the bank card on file on check in the guest will be required to pay using a chip and pin card machine (not Apple Pay). 
 
If the guest on check in cannot provide the payment card, and matching ID and can also not pay for the reservation then the guest is not permitted to stay. 

 

Check in: 3pm*

Check out: 11am*

*Some of our packages do offer a late check out. If you wish to request an early or late check out, please contact the reservations team.

Hotel guests can complete a digital check form in via email. 

Everyone staying over the age of 18 will be required to provide photographic ID at check in. Anyone without photographic ID they will not be permitted to stay. 

On check in, the guest must provide the bank card used for booking. If you are unable to provide the card used at the the time of booking, the card on file will be refunded and the guest will be permitted to pay for the room using a card that matches their ID and name on the booking.

Cancellations:

Flexible Rates: The Coal Exchange Cardiff’s standard cancellation policy requires any cancellation on a flexible rate reservations to be done before 48 hours of arrival. In the event the hotel is notified any later than 48 hours ahead of your arrival, the room will be charged at the full rate.

Prepaid Rate: Reservations made on an advance purchase rate (When payment is made at the time of booking) are non-refundable and non-transferable.

 

If a booking is made via a third party such as Booking.com, Hotels.com or Trip Advisor all changes and requests have to go via the third party. 

The hotel will be unable to assist.

General Terms and Conditions
 
Everyone staying over the age of 18 will be required to provide photographic ID at check in. Anyone without photographic ID will not be permitted to stay.
 
A couple of days before you arrive we’ll email you an online check-in form along with links to pre-book parking and dining.
 
When arriving at the hotel, you will need to report to the reception desk where the team will be required to take a copy of your ID and then issue you with your keys.
 
Please note, that the card used to secure the booking will also need to be presented on check in along with ID that matches the informaiton on the card. If the card, and the ID do not match anyone staying in the room the room will be cancelled and refunded back to the card and the guest will not be permitted to stay.
 

Prices

Prices displayed are the cost in sterling (£) based on your request. Prices are subject to change and are only guaranteed once a valid confirmation number or reference is issued. Prices shown are not valid in conjunction with any other offer. Prices only include the items and services listed as part of the description. Prices do not include any additional services or products used. It is a condition of this contract that you authorise The Coal Exchange Cardiff to debit your credit or debit card for the total cost of stay and any incidental charges added to your bill or the bill of your guests.

All prices include Value Added Tax (VAT) at at the prevailing rate.

Guests with Impaired Mobility or Specific Requirements

The Coal Exchange Cardiff offers modified room facilities for guests with impaired mobility. These rooms are described as “Accessible Rooms” and should only be requested if required. Guests with impaired mobility, sight, hearing or other particular requirements should check with our Reservations Team in advance that their requirements can be met.

Card Details

The Coal Exchange Cardiff requires the lead booker to provide card details for a booking on check in for guarantee purposes. 

CULLEY'S KITCHEN & BAR

How to book:

To book your table click here

Or 

Call the team on 02921 991 904 and select extension 3.

We respectfully ask that you are ready to be seated at the time of your dining reservation. Your reservation will be held for 15 minutes after your arrival time. After this we may release your table to other guests. During busy periods, tables are required more than once during service and therefore we will require your table back at the end of your allocated time. 

We do have a small seating area located within our Bar and Restaurant to carry on enjoying your evening.

It is essential that we are notified of any specific dietary requirements prior to your visit to ensure we can cater for you appropriately. If you have not informed us at the time of booking, please contact the team directly on 02921 991 904 to discuss the requirements.

 

To combat no shows we will request a card authentication to confirm your booking. No money will be taken from your account unless failure to show or give 24 hour notice of cancellation. Card details are stored on a secured digital system that no member of staff has access to. We cannot claim more than the funds requested. 

To cancel or make an amendment to your booking call 02921 991 904 or reply to your confirmation email.

Our Bar & Restaurant is located within the North East section of The Coal Exchange Cardiff, guests are able to enter via the street entrance located on Mount Stuart Square or via the main hotel reception. 

Guests with impaired mobility will need to enter via the hotel entrance.  

Cancellation Policy

Card details are required on booking and are held as a guarantee. If you need to change or cancel a booking, please call 02921 991 904 or reply to your email confirmation.

Selected special dining events require full payment/a deposit at the time of booking, these payments are non-refundable and non-transferable.

Children Menus

We offer a children’s menu for our young diners aged 2 – 12 years. Alternatively we offer small plates on our a la carte menu.

Dietary Requirements 

It is essential that we are notified of any specific dietary requirements prior to your visit to ensure we can cater for you appropriately. If you have not informed us at the point of booking, please contact the team to discuss your requirements.

Gift Vouchers

If you have purchased or been gifted a gift voucher, please bring the voucher with you and present it to our host of staff on arrival.

 Discounts

If you have a discount please show the details of the discount to your server at the time of ordering. 

Deposits 

To combat no shows, we will request a card authentication to confirm your booking. No funds will be taken unless you fail to comply with the terms and conditions of your booking. If you need to cancel your booking, please call us on 02921 991 904 or reply to your email confirmation. 

GENERAL

The Coal Exchange Cardiff doesn’t have parking onsite. However, there are Cardiff Council owned pay and display bays around the hotel but we cannot guarantee that there will be space on your arrival.

Alternatively, there are two secure car parks located within a 4/5 minute walk from the hotel. Mermaid Quay, Stuart Street, Cardiff Bay, CF10 5BW and Q Parking, Pierhead Street, Cardiff, CF10 4PH (guests of the hotel are advised to check their booking confirmation for discounted parking at Q Parks).

Guests are able to drive onto the driveway and drop off their luggage but will be advised to move their car once this has been done as the driveway is for drop off and pick up only.

Address:

The Coal Exchange Cardiff, Mount Stuart Square, Cardiff Bay, CF10 5FQ

Telephone:

+44 (0)2921 991904

Driving:

If you’re travelling via car, please use the postcode CF10 5FQ in your Sat Nav.

We can be accessed via the M4 and either taking the A48, A470 or A4232 where you should follow the signs for Cardiff Bay.

Via Train:

The Coal Exchange Cardiff is a short walk away from Cardiff Bay Train Station.

Cardiff Bay Train Station provides a link service to Cardiff Central Station with direct service to UK cities.

Via Air:

Cardiff Airport is based in Rhoose, Vale of Glamorgan with is a 25/30 minute drive from the hotel. The airport serves both international and domestic flights.

All gift vouchers are only valid for before their expiry date.

To purchase a gift voucher click here.

 

The Coal Exchange accept card and cash payments within the hotel and restaurant.

Any complaint or comment regarding a stay should be made in the first instance to the hotel’s duty manager at the time of your stay so that it can be resolved at the time. Problems which cannot be resolved there and then should be notified in writing to our Guest Relations Manager Paul Knight.

Face coverings are no longer required in the hotel or restaurant, guests are welcome to continue wearing as mask if they wish to do so.

If you are staying with us for multiple nights, we will attempted between 9:30am and 2:30pm. Guests must vacate the room whilst it is cleaned. 

The Coal Exchange Cardiff has updated its Privacy Policy. Please read this policy as these changes affect the way we process and protect your personal data.