Disappointing Customer Service Experience at...

Liked: I liked the room, the bed and the shower, and the location was close to the train station.
Disliked: While I appreciated the hotel’s cleanliness and facilities, I’m extremely disappointed with the customer service I received during my stay—particularly from a receptionist named Joe.At 11:15 AM on the day of our checkout, my wife received a call from reception. Joe informed her that it was our checkout day, to which she politely responded that we were aware and would be leaving the room within the next 20 minutes as we were in the process of packing our luggage.However, just 10 minutes later at 11:25 AM, Joe called again. This time I answered the phone, and he spoke to me in an aggressive tone, demanding that we leave the room immediately or we would be charged a penalty. I calmly explained that I was under the impression that checkout was at 12:00 PM—as is standard in most hotels—and we were still well within that time frame. His response was curt and unpleasant, insisting that this hotel operates differently.I told him I would come down right away to return the keys, as he left me no time to finish organizing my bags. When I handed over the keys at reception, it was exactly 11:38 AM. Despite clearly seeing I had rushed to comply, Joe informed me that I would still be charged a £50 late checkout fee. When I refused to pay, he became even more rude and dismissive.It was evident to me that this person is deeply unhappy in his role and lacks the professionalism and courtesy expected in hospitality. His attitude suggested he is not working there out of passion or commitment to guest experience, but rather out of economic necessity—unfortunately taking it out on the guests.I have extensive experience traveling around the world and staying in some of the best hotel chains, and I must say that this was by far one of the worst customer service experiences I’ve ever had. Very disappointing for a hotel of this caliber in a city like Cambridge.

Was very comfortable

Liked: Everything we needed
Disliked: Nothing

Superb

Superb

Passable

Liked: Nice hotel in a good location, good sized room and lots on offer at breakfast. All in all, a good stay. There is shampoo/conditioner, bodywash and a hand-wash to use. A vast array of teas to choose from as well as coffee and 2 complimentary bottles of water. Also a safe and a hairdryer. Quiet rooms but can hear everything from the corridors
Disliked: I stayed for 2 nights and my room wasn't cleaned, we asked housekeeping to come back later, but they never did. Upon check in I was charged twice so had to get that corrected the next day and the gentleman didn't really have any customer relation skills, didn't engage with us or offer us a nice stay etc. And other small things like it being two beds together, the thermostat had a mind of it's own and was either very warm or the air con kicked in and it was very cold, regardless of how many times we set it to what we wanted.

Exceptional

Amazing a slice of heaven.

Liked: Loved it all, staff were attentive, professional and really friendly. Room was gorgeous, and so spacious, the bed was massive and so comfortable. The way I described the bed to my friends when I returned from my mini trip away, was I felt like Kate Winslett in the Holiday when she first got to America. It was so gorgeous and super comfy, looked forward to getting into it each night. I went up to Cambridge as have never been before. The shower was lovely and bathroom was so big. Staff were all lovely. Can’t fault it at all. Gorgeous place, would highly recommend.
Disliked: Can’t fault it.

Exceptional

Very good

Liked: Most
Disliked: Not much