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“LET DOWN BY SOME DETAILS”
Review of The Gonville Hotel

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The Gonville Hotel
Ranked #2 of 36 Hotels in Cambridge
Certificate of Excellence
GreenLeadersSilver level
Tiverton, United Kingdom
Level 4 Contributor
41 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“LET DOWN BY SOME DETAILS”
Reviewed November 18, 2013

Stayed at The Gonville Hotel for the weekend with friends and appreciated the central location, availability of parking and the spacious bedrooms. It was disappointing that the hotel staff were unable to do anything about the smell in our room which we tracked down to the drains - leaving the plug in in the bath and basin helped but although reported on our first morning nothing seemed to be able to be done. Bar service was generally slow; bar staff seemed inexperienced and we were told that although the bar was open until 11.30 we could not pay cash because they had already cashed up.

  • Stayed November 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 22Nigel22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
COgston1, Manager at The Gonville Hotel, responded to this review, November 22, 2013
Dear 22Nigel22

Thank you for taking the time to leave a review, I was sorry to see that we were a disappointment to you.

It appears from your comments that further training is needed with regards to dealing with maintenance issues in the bedrooms as well as service behind the bar.

Please be assured that I will be taking this up with the relevant members of my team and will be ensuring improvements are made where needed.

The reason cash is not accepted after 23.30 is not because they have cashed up, however more to do with security and good practice. Payments at this time of night are generally to guests bedrooms or credit cards.

I hope on your return to the hotel you will see improvements made and we will have the opportunity to offer you a far superior service.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (398)
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Sao Jose Dos Campos
Level 3 Contributor
16 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed November 18, 2013

The location of this hotel is great near the center of the city but overlooking a green space, Parker's Piece. Overall the hotel is very good, spacious and very comfortable rooms with huge and comfy beds. We had lunch and dinner at the restaurant and it was a great surprise. Good quality food and reasonably priced, I strongly recommend. Cambridge is a charming city, very beautiful! We truly enjoyed our stay in the city and at this hotel.

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MMXS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
COgston1, Manager at The Gonville Hotel, responded to this review, November 22, 2013
Dear MMXS

Thank you for your great 5 star review, we were delighted to see that you had a great stay with us and enjoyable time in the Atrium Restaurant, this is an area we have been working hard on to ensure that quality at good value is delivered.

We hope that we will have another opportunity to serve you again for another comfortable stay.

Thanks for taking the time.
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Fennell Bay, Nsw, Australia
Level 3 Contributor
22 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed November 16, 2013

The location was very central. Everything was within easy walking distance. The ground floor room we had was very clean and comfortable. Breakfasts at the hotel were average but the two dinners we had at the hotel were to a very high standard. We stayed for 4 nights mid-week and the staff couldn't have been more obliging. They even posted a coat of mine, which I had left in the foyer, back to Australia. The hotel was obviously in a transitional period and being refurbished but we had no complaints with the service we were given.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Anne S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
worcs
Level 3 Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed November 12, 2013

Just got back from weekend .
Hotel easy to find and close to trainstation and 10 min walk into city .
We had a ground floor room .
Really nice size room and nice and clean .
Huge bed and really comfy with the real feather pillows .you could have the pillows changed to different types off the list if you needed too wich was good if you have allergies .
Good mix off drinks and biscuits on tray which were topped up each day .
Excellent shower and a bath although thebathdid seam a bit narrow .
We hadb&b the breakfast. Was excellent with good choice off cooked and continental to choise from on a buffet style the full english is cookedto order .
Staff were freindly and polite although there was a lack off english people working there which is sad . Overall lovely hotel with excellent srevice and good staff deffinatly will return .

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank johnbetts9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Naples, Italy
Level 3 Contributor
16 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed November 10, 2013

The location of the hotel is great, overlooking Parker's Piece in central Cambridge, and the hotel has ample parking for guests. The restaurant and bar servers were all friendly and attentive. Most of the complaints relate to cleanliness. The silverware in the restaurant was not clean, and the inside of some of the milk containers on the table were dirty. Except for one day, the eggs were overdone, no matter what the cooking method requested. I will say the sausages served for breakfast were a highlight. Front desk personnel seemed a bit disengaged. Water pressure to our shower was poor, and the water temperature fluctuated from scolding hot to freezing cold for the duration of showers. The bed was comfortable, though, and our room was spacious.

  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CTB78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
COgston1, Manager at The Gonville Hotel, responded to this review, November 11, 2013
Dear CTB78

Thank you for your review, I was disappointed to see your comments with regards to your recent stay with us, it seems that we missed every opportunity to exceed your expectations.

Please accept my sincere apologies for the poor level of cleanliness you experienced in the dining room, this is not our usual standard and certainly something I will not accept from my team.

Please know that I will be ensuring the silverware and crockery checking process is reviewed so that this is back to our usual high standard quickly.

I will also be discussing the breakfasts you had with our Head Chef to ensure that more care is given in this area, we have had a couple of new members of the team start recently and I feel that this is a training issue which we will soon have rectified. We believe Breakfast is the most important meal of the day and want our guests to leave with a good last impression.

It is a shame that none of the issues were mentioned before checking out as this would have really helped me identify the staff that were disengaged as well as which room has a problem with the shower!

However please know that we will be taking your comments to heart and will be focusing on making the required improvements.

I hope that next time you visit you will see a positive difference and will feel happy to say something if it isn’t right, so that we will have the opportunity to turn it around into a positive for you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level 3 Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed November 8, 2013

Although just that bit off the central Cambridge tourist track, this is a comfortable base, with an especial appeal for wheelchair users who have the benefit of suitably equpped en suite rooms on the ground floor. What is patently lacking is expertise in hotel management, certainly the weekend we spent there when everything from front desk to rsstaurant seemed to be in the hands of delightful but inexperienced girls from Central Europe. Thus, when the air conditioning in our room failed to work, were visited by two charming young ladies who had no clue about how to resolve the problem. Eventually a young a=nd concerned manager arrived but he was no more expert than the girls. We ended up asking for, and being given, an electric heater which took some of the chill off the room. No one thought to call an electrician nor did anyone offer us an alternative room. It did not help that we had to spend an hour in the bar waiting to be called to our pre-booked dinner table and another 40 minutes waiting for our first course. Everything in this hotel looks well and feels well. If only it were well managed.

Room Tip: Even if you are not disabled, ask for a room from 1 to 4, ground floor, newly refurbished, fair size...
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank gdavidp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
COgston1, Manager at The Gonville Hotel, responded to this review, November 9, 2013
Dear gdavidp,

I was sorry to learn that of your disappointment during your recent visit with us, this does not sound like our usual high standard.

I have since spoken to the manager who came to your room who informs me that there was nothing wrong with your air conditioning system; he made sure that it was on the correct settings and spoke with you until hot air started to come out of the vent which was then checked by your wife before he left. He left the heater with you so that it would heat up faster than normal so you were comfortable. Being fully booked that night a room move was not an option so this was not offered.

Ensuring our guests are comfortable is of paramount importance to us, we don’t always get it right but we do try our best and were possible we use poor experiences to help train and develop our team to avoid them in future.

I am sorry that you had to wait longer than usual for your meal that night, since introducing our Head Chef’s new menu we have be achieving some record numbers in the Atrium and unfortunately on this evening caused a delay. I hope that drinks in the bar beforehand helped make the wait not seem so long.

In our experience age or where you are from has nothing to do with capability or expertise; some of our team have worked in some of the best hotel brands from around the world and we find this helps with many guest visiting from other nations due to Cambridge being a multinational city.

Thank you.
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Israel
Level 5 Contributor
79 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed November 6, 2013

I've stayed here several times in the past and liked the hotel for the excellent location, cleanliness and for being "British" in a nice way. The disadvantages have always been there: No wardrobe, tiny bathroom, poor breakfast, no gym. Even the hair dryer, placed underneath the desk in a very uncomfortable location is a minus. But the advantages made up for it. However this time they put me in a room with a bath tub rather than a shower; and the nice thing was that the bath tub didn't have a curtain or a wall. Nothing. And the shower head hangs low. So you'd have to hold the shower head in your hand, try not to wet the whole bathroom on one hand, and freeze while you use your soap or shampoo, and swear whoever designed this place. On top of it all, if you exercise and need to wash your clothes, there would be no place for you to hang your clothes to dry in the bathroom.
The nice additions would be a very slow reception process and room keys which often don't work.

So, dear Gonville hotel - I appreciate your efforts to save money and be "green" - but no thanks.

  • Stayed November 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Carroth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
COgston1, Manager at The Gonville Hotel, responded to this review, November 10, 2013
Dear Carroth

Thank you for taking the time to leave a review, I am sorry to learn that during this visit we did not exceed your expectations with regards to your room.

If we had known at the time we may have been able to find you a more suitable room or even have made arrangements to have your clothes cleaned and brought to you if needed.

We are I am pleased to say getting wardrobes in January in the rooms that don’t have them to replace the current contemporary set up which is not to everyone’s taste.

Please know that we will be taking your comments to heart and will be making improvements where necessary.

Thanks again,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Gonville Hotel

Property: The Gonville Hotel
Address: Gonville Place, Cambridge CB1 1LY, England
Phone Number:
Location: United Kingdom > England > Cambridgeshire > Cambridge
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Cambridge
#1 Green Hotel in Cambridge
#2 Luxury Hotel in Cambridge
#4 Romantic Hotel in Cambridge
#6 Family Hotel in Cambridge
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Gonville Hotel 4*
Number of rooms: 84
Official Description (provided by the hotel):
Family owned and run 4 star 84 bedroom hotel, with recently refurbished public areas and rooms. Virtual concierge system in all rooms via Apple Ipads make service requests easy by the touch of a button. Free Fibre Optic high speed Wifi throughout. Limited on site car parking for residents. Located in central Cambridge overlooking the famous Parker's Peice a 25 acre open park, near to the rail and coach stations. Ideal for visiting the many Historic University buildings and close to the main shopping areas. ... more   less 
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Also Known As:
Cambridge Best Western
Best Western Cambridge

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