Rotana Grill House in Cardiff

Told me my card payment hadn’t gone through so used pin instead. Turns out it had gone through so charged me twice. I’ve tried for over 2 weeks to deal with this amicably but they chose to ignore me which leads me to believe this is regular trick. Please be wary. Bank involved.

The manager was great... attentive with his staff, and good humoured towards the customers (even if they'd had one too many!) ... went back both nights that I was in Cardiff, and I'll go back again 👍

The manager was great... attentive with his staff, and good humoured towards the customers (even if they'd had one too many!) ... went back both nights that I was in Cardiff, and I'll go back again 👍

Charged £68.50 for a £6.50 meal, manager refused refund. Seems like common practice here reading other reviews and speaking to friends

Charged £68.50 for a £6.50 meal, manager refused the refund. Seems like a common business practice judging by other reviews and word of mouth

I never write a review, but my experience here was unacceptable. The staff was unprofessional and disrespectful, and the food prep was sloppy and subpar. If you want to read the story, carry on, but if not, sufice it to say the food may be cross-contaminated due to bad hygiene practices. I have not tasted the food, but given what I saw of the prep, I would not want to. I came in and ordered 3 wraps for me and my family, 2 hummus and falafel and one falafel and halloumi, they said no problem. When making the wrap we realised they had run out of hummus and were about to hand us 2 wraps without hummus, so we asked about it, and at first they did not want to do anything about it, but after some back and forth the "manager" decided to go and buy some hummus from Tesco. Not happy about the attitude, but fine. While waiting, we saw the person making the food (the assistant) was handling meat, wraps, vegetables, and even the card machine at some point, without changing their gloves. As one of the members of our party has food intolerances and has recently been ill, we decided we could not trust the quality of the food and we wanted to cancel our order. By this point I had already paid with card. When I expressed that I wanted to cancel the order to the assistant, he was angry, but accepted it. When the "manager" came back, he would not have it. He insisted to make our food with new gloves and would not accept that we no longer wanted the food given what we had seen. He insisted he could not give me a refund 'because the bank has the money' and after around 10 min of me refusing to have food I did not want, he made the assistant write me a hand written note and told me to come back tomorrow for a cash refund. While the assistant was writing the note, he proceeded to mock my complaint by pointing at different items of food and ask me mockingly if they had also been touched. I told him, forcibly, that comments like that are unacceptable, and mocking me was disrespectful. He proceded to shout at me to leave and never come back. I asked for the number for complaints and he ignored me and walked into the kitchen. I asked the assistant as well, and though polite, he said he did not know. I left. As of writing this review, I have not received my money, so I will have to go back tomorrow and update the saga. UPDATE: I went back the following day, and 2 different guys were there. They had been told about the incident from the assistant, while the manager had told them nothing and had left no instruction to pay me. I presented the note, and they gave me cash, as they said: "We know our manager's temper, and he won't be happy, but we value our customers." I still will not be going back.

Appalling from start to finish. I was politely mugged by the guy on the tills. Charged me for a large mixed on naan. Paying extra for naan. Served cold, and in a wrap. Pointless. £10....

Great and friendly service! The chicken wrap and the lam kebabs where delicious and juicy! I’ll for sure come again soon ❤️❤️❤️🇦🇫🇳🇱🇦🇫🇳🇱🏴󠁧󠁢󠁷󠁬󠁳󠁿🏴󠁧󠁢󠁷󠁬󠁳󠁿🏴󠁧󠁢󠁷󠁬󠁳󠁿 Taekwondo Club Noord From The Netherlands 🇳🇱 Farid Noori

What a nice late night early morning place to eat! A fantastic choice of grilled food and a very good value for money…well recommended. And good service with a smile too

Best Donner I've had in the UK and for a great price too! Zayed was incredibly friendly!

Myself and partner had wrap meal deal of doner with chips and can. Can't fault the price and the quality of the food was out of this world with freshness. Total recommend to people out and about in cardiff.

Food was really good and fresh. The portion size was massive and was worth the price.

Ordered a chicken wrap, and oh my, what a meal! Super fresh and tasty, will be back!

Awful place, disgusting food, poor customer service avoid not recommended

I visited this place for a kebab after a night out and was really disappointed with the food that was received. A few days later I called again to express my feelings about the food I was given and actually showed the staff a photo of the food supplied, which may I add was not what I ordered. At this point I was threatened with the police if I didn't leave! This establishment does not deserve a recognition and the customer service is deplorable, NEVER AGAIN!!!!!!!!!!!!

Awful food. Gave me the wrong meat with my chips. Couldn't be bothered to wait for them to sort it as it took too long to begin with. Dont go here.

Highly recommended. Good service, very tasty food, good size of food, reasonable prices.

The food is awful! Couldn't call the restaurant for problems to be rectified as phone lines were not in service, everything was wrong! Really not impressed at all and won't order again

Lovely food, great staff. Unlike other places they do shawarma and shish over coals not just donor.

Charged me 90p more than they should. I questioned it. He swore at me for complaining. Gave me 50p,10 plus a fake pound coin. 2 star as the food is great ha. Just be don't be nice to him or he will take advantage and rip you off

Having watched Welsh Fire win the final game of the inaugural Hundred - and what an exciting finish - we called in at the Rotana Grill. Despite the late hour, the service was excellent and the range of food more than acceptable. Our party ages ranged from 8 to 70 but all found a suitable meal choice and could not complain about quality or quantity of the food. The selection catered for my vegetarian friend and those of us who are committed carnivores. I will definitely be heading back on my next visit to the Welsh capital.

Absolutely disgusting. The "food" was burnt till it was black and crunchy. Inedible. Customer service is very poor and rude. Owner laughed at me when I complained and told me to order else where. Any human being who respects their stomach should no go near this place. Its hideous

Great service,lovely friendly staff,and excellent food,highly recommended 👍

Amazing value for money, huge wraps for £4.50 filled with the most delicious chicken shawarma. Probably the most delicious shawarma I’ve ever had

Food here is absolutely delicious, I give this place a 10/10 and very friendly staff

Absolutely lovely shish kebab, cooked on a fire coal grill. Very polite people working there. Made their own chilli sauce. Very refreshing. Highly recommend. :)

Always a pleasure. The folks here have a good customer service with a warm welcome. Great deals such the any wrap with chips or wedges and a drink for £4.50, all serve with salad. Place is clean and they currently have a high and efficient health and safety standard.

Easily the best wrap in Cardiff

Gentleman serving was super friendly, helpful and happy. He ensured I had the perfect Vegan wrap. It was delicious. Chips were lovely too. Defo recommend.

Been here twice this week and was amazing. Service was great and so was the food. Not sure why I ever went to other kebab shops on chippy lane because always regretted it the next day BUT this place banging. Highly recommend. 10/10. Confused about any bad reviews on this place never had a bad experience.

Very friendly staff and cheap prices for a delicious food⭐️⭐️⭐️⭐️⭐️

Lovely food and very good owner, everyone should try em

Nice food！strongly recommended！

The best food ever love to order it again

I went to many restaurants around Uk but non none of them had they Arabic taste except this restaurant, delicious!!

I wend their with my friend,we had chicken donner(shawarmma) it was homemade,it was so tasty,i really would thank you guys for the excellent service and excellent food, well done.

Food was OK at best and waited over half hour for mozerella sticks and chips

Solid price for a pizza but quality not there, dough below average, a bit long to get a pizza even though nobody else was there. Staff could smile more.

Came in here for some authentic food and unfortunately was disappointed. Meat was awful, presentation terrible and tasted pretty rubbish. Wish I had went elsewhere

Ordered chicken meat and chips. Chicken was ok but chips were still raw. Can you really trust a place that can’t cook a chip ?

Went here with friends. I asked for chicken kebab and to be cooked from skewers at front. They tried to fob me off with the chicken on the massive skewer that had clearly been there days. My friend complained and she was sworn at. They are rude. My advice: go somewhere else!!!

If you want your daughter or wife insulted, go here’. It’s just like the olden days. Guess Brexit is taking hold.

Terrible place, I was here at the weekend and the man behind the counter tried to over charge me, when i said can i have the receipt he then keyed it through and had added 4 drinks to the order, when i questioned it he got his pen crossed the description out pretending to circle what we had bought. He thought i was a lot drunker than i was, these guy are making a living out of ripping people off! Avoid at all cost!

Used to come here all the time as food is good, however over the last few months the individual serving now insists on the card machine always being broken. Didn’t mind getting cash out the first few times, but now fed up as going in the evening on a few occasions paying by card has never been as issue. Decided to try other places on the street instead, will not be returning here unfortunately.

Pizza was mostly grim. Toppings were almost entirely wrong. Seeing Brian with "LOVE CUM" written with gaffa tape on his head slightly compensated for this.

Very nice food, and quiet cheap

Great service under pressure. They dealt with our demands with professionalism and fantastic customer service. Would recommend

Ordered a falafel wrap and was given a lamb wrap instead. Nice one.

Best kebab house around, staff are so welcoming and friendly. Definitely recommend

Called in before heading home,was welcomed in and talked through vegan options. Both staff and food 10/10 highly recommend if passing! Couldn't do enough :) cheap, quality, what an experience! Thanks team :)

Much like a cattle market with no organisation, whilst being treated like a piece of meat - with the added irony of not actually being served any meat... well not far a long time anyway!! Long short of it, absolutely awful!! Don’t say I didn’t warn you, you heard it here first!! Stick to Dorothy’s!!

Awful - waited over half an hour for cheesy chips and a cheeseburger. Plenty of people that paid after us were served before us. Rude, ignored customers when they were asking about their food. Worst kebab shop I have ever been to.

Awful - waited over half an hour for cheesy chips and a cheeseburger. Plenty of people that paid after us were served before us. Rude, ignored customers when they were asking about their food. Worst kebab shop I have ever been to.

مطعم عربي جدا رائع وموظفين عرب اغلبهم تعاملهم جميل.اذا في كارديف لازم تجربه يستحق

Amazing place, the best in Cardiff by a long long way.

The food was great, loved it but i think the place could can be a bit more clean and more decent looking.

Lovely meat with the mixed grill, good selection of salad, everything fresh and tasty. Staff very friendly. Only 2 tables, not a great atmosphere for eating in.

A great kebab shop in Cardiff. I highly recommend their chicken kebab wrap. I have had many and they are always stunning. Nice friendly staff - a great overall experience.

المطعم يقدم وجبات حلال باسعار مناسبة ويديره طاقم سوري محترم ، جربت صحن الشارما وكان لذيذ وسعره مناسب ، مشكلته فقط انه لا يتعامل مع الشبكة فقط كاش

Preciosa envoltura falafel cocinados a la orden. La ensalada es muy fresca y sabrosa. Tenía el ajo vestidor y el sésamo. Que la envoltura para una tostada poco después lo que realmente hace que sea su gusto. He tenido otros falafels en Cardiff, pero este lugar es el mejor. También tienen una tarjeta de fidelización donde uno gratis después de 5 rollos. Abierto de finales de 1830 son las primeras horas y el personal y el propietario es muy amigable.

Whatever you do, please just try these kebabs - they're bloody lush! Best kebab in Cardiff for sure!

Very impressive. Very welcoming. And, despite the city being overrun with rugby fans, a very high level of quality. Delicious!

Fui otra vez y tenía otro falafel envoltura. Los añadidos Agai están constantemente una agradable cena. ensalada fresca buenisima y el falafel es fresco a la orden. Me gusta la manera en que el tostado lechuga son unos pocos segundos para sellar los sabores. El hummus y el aliño limón son realmente buenos y en conjunto los añadidos pavk un buen sabor. También tienen zumos y otras ordrs de carne. El lugar es muy limpio y están haciendo la zona de estar más grande así que no hay más lugar para sentarse por si lo desea. Realmente agradable llena de sabor consistentemente bueno.

Disfrutamos otra envoltura falafel_nus en esta casa parrilla libanesa. Los falafels están recién hechos mientras esperas. Otra vez un falafel encantador la ensalada es encantador y fresco y me gusta cómo asar la envoltura ya que mantiene todo muy bien juntas y es muy sabrosa. El personal es muy amable y tiene una categoría de 5 estrellas de higiene. También tienen algunos buenos zumos y batidos. Muy abundante envoltura y una excelente relación calidad-precio. Son estupendos para vegetarianos.

Was wanting something to eat and decided to give this place a try. We decided to have the falafel wrap. The wrap wss really fresh and tasty. You could choose your salad and also the sauce etc. I had the houmous and sesame and leemon...

they make the tastiest chicken shish I've ever tried highly recommended also amazing wraps with your choice of fillings

Everything was good, but the cheese on the chips tasted straight up nasty

Everything was good, but the cheese on the chips tasted straight up nasty

All in all qualify of food was terrible almost like it was thrown together. It was stone cold due to taking 1 and a half hours to be delivered. A little telephone call to say it was running late would have gone a long way. Thought I would give this restaurant a chance as appose to the rivals for this type of cuisines across town.. Unfortunately never again.

All in all qualify of food was terrible almost like it was thrown together. It was stone cold due to taking 1 and a half hours to be delivered. A little telephone call to say it was running late would have gone a long way. Thought I would give this restaurant a chance as appose to the rivals for this type of cuisines across town.. Unfortunately never again.

came hour before i wanted wrong order but i only opened it an hour after so didnt bother calling back nexxt time ill call to order meat tastes good

came hour before i wanted wrong order but i only opened it an hour after so didnt bother calling back nexxt time ill call to order meat tastes good

Lovely food but it arrived two hours early just as we were putting our baby to bed. Really disappointed as the food was good but very very poor service. If there is an option to have the order delivered at a certain time then you need to stick to it.

Lovely food but it arrived two hours early just as we were putting our baby to bed. Really disappointed as the food was good but very very poor service. If there is an option to have the order delivered at a certain time then you need to stick to it.

Clean chicken shawarma, something you don't often get in takeaways.

Clean chicken shawarma, something you don't often get in takeaways.

Excellent, the best middle eastern take away I have come across in Cardiff!

Excellent, the best middle eastern take away I have come across in Cardiff!

This was VERY disappointing. We waited nearly two hours for our delivery, having called many times to see where our food was. on opening the bag we found EVERYTHING drenched in oil, all the packaging, food and our hands! Food was cold and the oil was a total put off. Chips were undercooked and soggy. We will not be ordering food from here again.

This was VERY disappointing. We waited nearly two hours for our delivery, having called many times to see where our food was. on opening the bag we found EVERYTHING drenched in oil, all the packaging, food and our hands! Food was cold and the oil was a total put off. Chips were undercooked and soggy. We will not be ordering food from here again.

Just great Arabic food in the heart of Cardiff!

Just great Arabic food in the heart of Cardiff!

The food was lovely but it is the second time we have ordered lamb and received chicken!

The food was lovely but it is the second time we have ordered lamb and received chicken!

Having never tried shawarma or bouraq before, I wasn't entirely sure what to expect but wow was it delicious! The time estimate given was 5:45pm and it arrived at 5:18, very warm and well organised in the bag so that things more likely to leak were at the bottom where they wouldn't spoil anything else. Very good value for money portion wise. I would definitely recommend.

Having never tried shawarma or bouraq before, I wasn't entirely sure what to expect but wow was it delicious! The time estimate given was 5:45pm and it arrived at 5:18, very warm and well organised in the bag so that things more likely to leak were at the bottom where they wouldn't spoil anything else. Very good value for money portion wise. I would definitely recommend.

The food wasn't great at all the hummus was covered in about 2 inches of oil and there was no bread to eat it with. The wrap was good but all food was freezing cold.. Not great

The food wasn't great at all the hummus was covered in about 2 inches of oil and there was no bread to eat it with. The wrap was good but all food was freezing cold.. Not great

Food was acceptable, but not worth the price; an order with a side of chips got muddled for rice, the rice tasted as if it were reheated and there were some dodgy looking chips. Estimated delivery time seemed decent, but food was 20 minutes late.

Food was acceptable, but not worth the price; an order with a side of chips got muddled for rice, the rice tasted as if it were reheated and there were some dodgy looking chips. Estimated delivery time seemed decent, but food was 20 minutes late.

The food tasted great. The grillhouse did not have what I ordered so the owner rang and offered me an alternative which really impressed me. I did feel that the humous shawarma needed to come with some sort of bread which it did not and a large amount of humous with a little bit of meat and no bread is hard to enjoy. The only real negative was the delivery time; I picked a specific time and the food arrived half an hour early which under normal circumstances, I wouldn't have minded but I picked that slot because I was busy and wanted my food when I had finished what I was doing. Overall though, I would order from here again: )

The food tasted great. The grillhouse did not have what I ordered so the owner rang and offered me an alternative which really impressed me. I did feel that the humous shawarma needed to come with some sort of bread which it did not and a large amount of humous with a little bit of meat and no bread is hard to enjoy. The only real negative was the delivery time; I picked a specific time and the food arrived half an hour early which under normal circumstances, I wouldn't have minded but I picked that slot because I was busy and wanted my food when I had finished what I was doing. Overall though, I would order from here again: )

Dissapointing for a new restaurant, lamb chewy and chicken undercooked

Dissapointing for a new restaurant, lamb chewy and chicken undercooked

Really impressed with the food fresh tasty and generous amount my new favourite takeaway!!!

Would definitely recommend! The food was delicious.

Really impressed with the food fresh tasty and generous amount my new favourite takeaway!!!

Would definitely recommend! The food was delicious.