Frequently asked Questions. - Coal Exchange Hotel Cardiff

Frequently asked Questions.

We’ve put together a list of our most frequently asked questions – if you can’t find an answer below then give us a call on 02921 991 904 and a member of the team will be able to help.

Q. Can I make a booking to stay if we are from outside of Cardiff?

A. Unfortunately, the borough of Cardiff is placed in a local lockdown – therefore we are unable to accept any bookings from guests outside of the Cardiff borough. 

Q. I live in Cardiff & booked to stay by having to self isolate, what happens to my booking now?

A. You can find all the latest information regarding COVID-19 and bookings click here.

Q. I have made a booking at the hotel and paid with Signature Living; will my booking be honored?

A. Unfortunately, as your booking was made during the time of the old management company, we are unable to honor bookings as the new company does not hold the funds for your booking. (see below for information regarding a refund)

Q. I have made a booking via booking.com and wish to cancel, can you help?

A. All bookings made via a third-party site such a booking.com or hotels.com will need to be cancelled/ changed via the official site, not the hotel.

Q. I was given a Signature Living Gift card to use at the hotel, what happens now?

A. As the funds for the gift voucher are with Signature Living not the new company, we aren’t accepting any gift vouchers. We strongly recommend requesting a refund via them.

Q. I am looking to receive a refund on my room booking that was made during the time of Signature Living

A. For refunds, we recommend contacting Duff & Phelps who are the administrators working on behalf of Signature Living on 0161 827 9000.

Q. I have called and emailed Signature Living but has no response, I would like my refund!

A. As mentioned above, our advice would be to contact Duff & Phelps who are the administrators working on behalf of Signature Living on 0161 827 9000.

Q. I have an event booked with you and would like to speak to someone about my options.

A. We have a reduced number of staff working on site and the majority of our staff are working from home – if you wish to discuss your event please call us on 02921 991 904 and a member of the team will be able to assist.

Q. I have a wedding booked with you and would like to speak to someone about my options.

A. We have a reduced number of staff working on site and the majority of our staff are working from home – if you wish to discuss your wedding plans please call us on 02921 991 904and a member of the team will be able to assist.

Q. I have a question for the PR team.

A. For any question’s relation to PR or media coverage please contact our PR representative James at Compass Media on 01633 972 986 or james@compassmr.co.uk

Q. I am looking to make a booking at the Coal Exchange Hotel?

A. For any NEW room bookings please call or email our reservation team on – 02921 991 904 or info@coalexchangecardiff.co.uk and a member of the team will be in touch.