A bit of a let down on the accessibility side of things
3
3
Date of visit: January 2026
I am a disabled person and a carer or friend of a disabled person and a general supporter of disabled access. I have experience of challenges around: a hidden impairment, accessing toilets, dexterity or coordination and moving around.
Overall Rating
Average
The Coal Exchange is advertised as being accessible, however the reality of that in the shoes of a wheelchair user is completely different. Yes, there was a ramp provided (albeit an incredibly dangerous one) and yes there are lifts - but that's about as far as it goes unless you book a completely accessible room (not everyone needs a room with a hoist in the bathroom, some of us just can't walk/stand far/long).
Disabled Access In and Around
Bad
The ramp at the entrance to the hotel was an accident waiting to happen as it was not fixed in place and was a good 6 inches from sitting on the step in the correct manner. Not only this, it was ridiculously steep, very slippery as it was made of steel and did not have any grip to it whatsoever. My wheelchair tipped backwards onto 2 wheels on the first attempt to get up the ramp with myself propelling and my partner pushing me at the same time. He had to take a bit of a run at it and we almost went over the side of it in doing so. After this, I decided to struggle up and down the stairs on foot with my walking stick, whilst my partner carried my wheelchair up/down to avoid any accidents. The bottom of the ramp ended on the steep driveway with nothing to stop you from going straight down it and into the road or to prevent any cars from obstructing/hitting you when using the ramp in general. There are automatic doors upon entering the hotel, however every single door after this is incredibly heavy and very difficult to open if you are solo. The majority of the flooring in the hotel is carpet and the floors past the ground floor are incredibly uneven, making it very difficult to navigate if you don't have a companion to assist you. There were 2 lifts at the hotel, one of them was out of order and the other was in constant use, meaning you were left waiting for some time as the lift itself was far too small for more than a wheelchair and one companion to fit inside of.
Accessible facilities: Lift to all areas, Seating at regular intervals
Parking & Transport
Average
I travelled to this place by train
There isn't any dedicated parking for The Coal Exchange Hotel, however there are links to public bus services, taxi's a short distance away by foot and Cardiff Bay Train Station approximately 0.4 miles away on foot. The pavements outside of the hotel and in the immediate vicinity are a complete nightmare whether you are on foot or using a wheelchair as they are broken up, obstructed, lacking in dropped kerbs and have raised cobbles. There is a driveway to the hotel that serves as a drop off/pick up point, however this is on a steep incline and can be quite dangerous if you are unsteady or self-propelling a wheelchair. Thankfully I had my partner to push me up this driveway as it was the only entrance to the hotel and where the ramp to the entrance was located.
Accessible facilities: Drop-off or pick up point, Public or on street parking
Accessible Toilets
My hotel room was not an accessible one, but it was large enough to get a wheelchair into and turn around inside. There weren't any grab rails to use, but the jacuzzi bath and sink were close enough for me to hold on to when needed.
Staff
Poor
The staff working the desk was the same person I dealt with for my entire stay. She seemed very put out by dealing with me and how slow I unfortunately am, she did not seem bothered that I was struggling to access the hotel in the first place and I was made to feel very unwelcome - ironically as I had been left a Birthday card in my hotel room.
