Drama for hotel guests after false fire alarm

A FIVE-STAR hotel in Cardiff was evacuated when a fire alarm went off in the early hours of the morning – only to return to their rooms to find water that “looked like urine”.

Greg Evans was staying at The Principal St David’s in Cardiff Bay with his wife Catherine when they were woken up at 5am yesterday by a fire alarm.

Greg, 32, who is from Whitstable in Kent and was visiting family in the Welsh capital, said: “People were coming out of their rooms confused. No-one was about to tell you what to do, so people starting making their way to the car park.

“We went outside and there were two confused members of staff. No-one knew what was happening. Some guests were even sitting in their cars. There were hundreds of people waiting to see what was happening. Four fire engines attended.

“Every guest had to be accounted for before eventually, at around 6am, the half-naked guests were allowed back to their rooms with no explanation.

“I later spoke to two staff members – the first informed me that it was a false alarm but the second said the fault was caused by a faulty heating unit.”

But when Greg got back to his room, the drama continued.

“When guests returned to their rooms they were then unable to wash due to a severe discolouration of the water supply which resembled a strong urine colour.

“Unfortunately as guests couldn’t sleep or wash this inevitably made a stay in the hotel rather pointless. We woke up, didn’t wash and then drove back to Kent. We were back before 11. We had planned to spend a bit of time looking around after seeing family, but you don’t really feel like it after that.

“It’s supposed to a be five-star hotel. I’ve stayed in lots of nice hotels around the world and you normally get more attentive staff. If I can’t wash and I can’t sleep, there’s no point in being in a hotel. They’re supposed to be one of the best hotels.

“The night manager was unable to offer any form of a refund or apology as the general manager will not return until next week. He did mention that he was aware of the water issue but was shocked to see my photos.”

A spokeswoman for the hotel said there was a “technical fault” but once that was rectified, guests returned to their rooms.

She added “the welfare and safety of our guests is our priority when dealing with a fire evacuation” and that the discoloured water “has no bearing on us as a five-star hotel”.

In a letter sent to hotel guests, night manager Ruben Silva said: “On behalf of all the team and myself may I offer my sincere apologies for the false fire alarm.

“We do appreciate all the cooperation and understanding from you throughout the evacuation and I personally thank you for being so coordinated and following all the standard procedures.

“As you may understand, in an event of fire alarm our job is to ensure your safety and well-being, regardless.

“As part of the fire evacuation, the water pipes are switched off automatically and once turned back on; the water comes out slightly darker.

“To minimise this, you can let the water run for a brief moment and it will eventually go back to normal. Once again, please accept our sincere apologies.”