Absolutely not recommendable
I am writing this review to share my very disappointing experience during my recent stay at this hotel, booked by my company from 30 September to 4 October at a rate of £109.27 per night, including breakfast. Unfortunately, I have never encountered such unprofessional and passive-aggressive behaviour from hotel staff before.
Upon arrival on 30 September, I was told that check-in was strictly after 4:00 p.m., which is later than most hotels I’ve stayed in, and that check-out was 30 minutes earlier than usual. After filling out a lengthy personal information form, I was asked to pay a £15 “insurance” deposit in case of damage to the room. This was handled in a way that made me feel uncomfortable and even discriminated against.
When I entered my room, I noticed that the cup and plate had not been changed from a previous guest, and I had to request clean ones. The next morning, during breakfast, I was told quite abruptly by a member of staff that my booking only included continental breakfast, and that I would need to pay £12 extra for an English breakfast. The tone used was rude and dismissive.
Additionally, parking was charged at £18 per night, which I found excessive, especially given the poor level of service.
During my stay, I requested clean towels and replenishment of coffee and milk sachets. This was handled politely on the first two days, but on Friday, 3 October, a receptionist told me — in a very rude manner — that if I wanted clean towels or coffee, I had to “do it myself” because “you paid for the room, not for the service.” When I returned later that evening, as expected, my room had not been cleaned, and the dirty dishes were still there.
I have travelled to Cambridge and stayed in many hotels, but I have never experienced such poor customer service or disrespectful behaviour. It genuinely made me feel unwelcome and eager to leave.
To be fair, I would like to recognise the few staff members who were polite and professional — the receptionist who checked me in on 30 September, one of the receptionists on Friday night, and the young waiters at breakfast. However, the overall experience, particularly with the receptionist on Friday morning, was extremely unpleasant and unprofessional.
This hotel does not deserve even one star based on my experience, and I would strongly advise others not to stay here unless significant improvements are made in staff training and guest relations.
