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“Midnight Staff intrusion.”

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Hallmark Hotel Cambridge
Ranked #1 of 1 Hotels in Bar Hill
Level Contributor
33 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
“Midnight Staff intrusion.”
1 of 5 bubbles Reviewed December 3, 2012

We stayed at this hotel from Friday 30th November for two nights.

We were originally checked into room 179. After walking through the building site that is currently half the hotel (refurb under way) that stank of paint and smoke, we arrived at our room.

This is a 4* hotel. The carpet in our room had multiple stains, the bathroom was dingy and had an old fashioned automatic hairdryer thing that looked like it would electrocute us, the walls were scuffed and there's a gap at the bottom of the door that is so big you can see people's feet walking past the room!

After dinner (more to follow) we asked to be upgraded to a better room. Ismael - the recpetionist on duty moved us to room 210 free of charge. This room, although a little more dated, was MUCH nicer, cleaner and better appointed.

HOWEVER. At 12.30am, when my fiancé and I had just about fallen asleep, we heard the door to our room opening, and a man walked in. I shouted out - and he sound startled, apologised and left. I promptly locked and chained the door.

In the morning we checked with the receptionist on duty that our details had been moved to the room we had moved to because somoene had come into our room in the middle of the night.

A chap behind the desk (not in a uniform so presume a manager?) said "oh that was me. The room was shown as vacant on our system at 11.30 last night". He didn't apologise for coming into our room.

I'm not the kind of person who asks for an apology. I shouldn't have to especially when a MEMBER OF STAFF is at fault.

The airconditioning unit in the room was so loud when turned off (sounded like a washing machine draining) that we had to have it on full blast all night in order for it to be quieter than if it were turned off!


Dinner: we were staying at the hotel on a Dinner B&B package and made use of our free evening meal on the first night.

We had our starters, which were fine, and then waited for nearly half an hour before a waitress came over to ask what we were waiting for. "Our main course?!"

We asked for tap water before the meal, and this eventually arrived after asking for a second time, with our main course.

The side dishes were cold, and the steak with chunky chips was actually steak with 4 oversized potato wedges (which were hidden under my steak - and therefore soggy from the steak juice).


I will say that what we paid for the hotel (£180 for 2 nights B&B with one dinner for 2) was fair for the room. However, this is supposed to be a 4* hotel. It is not. It is an adequate 3*.

I won't be staying there again, and would suggest that people think twice about staying if they are after the service and quality that should come with a 4* establishment.

I have contacted the hotel before posting this - and am awaiting their response.

Room Tip: try to upgrade if you can - it may cost you £20 a night (it didn't for us because I don't th...
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  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Christopher W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotelmgr1, General Manager at Hallmark Hotel Cambridge, responded to this review, December 6, 2012
Dear Mr Rankin, firstly it was a shame that nothing was mentioned on check out regarding your dissatisfactions; we have a team of managers on duty 24/7 to ensure our guests have a warm and comfortable stay with us and they are here to deal with any situations that may arise.

I have checked your first room allocated (176 was the number) and can see the damage you have referred to on the desk top, which has been caused by hair straighteners and 2 faint make up stains on the carpet by the mirror. We are speaking with the table manufacturer regarding a repair and have carpet cleaned the makeup stain. The gap under the door is due to the threshold being lower than the carpet level and is quite normal to allow the door to open properly and not get stuck on the carpet due to the door being a fire door, it must self close.

I’m pleased that Ismael looked after your room move request and got you settled in to room 210. Unfortunately he did not change the room booking in the system and this human error caused your disruption in the night as the night porter who entered your room later that night thought the room was un-occupied. It was he who you saw the next morning after he had been in the car park litter collecting (thus the over coat) and he assures me an apology was offered on both occasions. To note our night porter has been employed at the hotel for many years, recently winning colleague of the month and we would never have reason to question his manners or guest relations, but I, and he are sorry if this apology was missed.

Our maintenance engineer will check the noise emanating from the air conditioning, it does have a pump in it that can make a noise when draining any condensation away, as most of these type of appliances do, but certainly should not be the noise you have mentioned.

I have shared your meal experience with the team and again, my apology if there were aspects of the service and food that were not to your expectation and I’m sorry that these were not mentioned to the restaurant manager at the time, so we could have resolved. We have spoke to the restaurant attendant serving your table to relay the feedback and ensure any corrective training is given.

I’m regret we did not get the opportunity to discuss and remedy these aspects during your time at the hotel and assure you of the usual high standards we operate to as a 4 star hotel graded by the AA.

Sincerely

Shaun
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
London, United Kingdom
Level Contributor
317 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 117 helpful votes
4 of 5 bubbles Reviewed December 2, 2012

We arrived to an almost-full car park, and waited whilst the receptionist gave comprehensive Cambridge shopping instructions to tourists, before we could check in. The room, which was a few minutes walk from the reception, was spacious and had everything you could want, but also had an interconnecting door, which we didn't want, we could hear the noise from next door. I felt the ongoing painting spoiled things somewhat, the corridors stank of paint, and still had protective covering on the floors. bit off-putting in a 4* hotel.

Spa was nice

Breakfast was delish, plentiful and hot, although we were late down, and ended up having to get our own cutlery and clear a table as the staff were so rushed.

Check out efficient and friendly

Best part of our stay was the bed. Zip n link kingsize, and very, very comfy.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PaulaMellon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Isle of Man, United Kingdom
Level Contributor
60 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
3 of 5 bubbles Reviewed November 27, 2012

I think this hotel needs a little bit of an update as it's quite big and akward. I think they are due for a refurbishment soon, so maybe that will make a difference. We arrived to find that we couldn't check in (we arrived at 12:30 but could only check in at 14:30). This wasn't too much of a problem as we had lunch booked, so made our way to the restaurant... which was closed. After much deliberation we found out from the staff that we had to go to the bar for lunch... where they didn't have any record of our booking. They did magic up a lunch for us really quickly but not without the chef coming to our table to show us that we had only been booked in for the next day and that the mistake wasn't his fault. The booking he had was, of course, for someone else. We had our printed booking confirmation to hand but he didn't seem to be interested in that. Without going into a song and dance I can just say that the whole weekend continued like that. Overall the rooms were nice, we slept well and the spa was ok. The food was good. I think the problem is just the lack of staff training and/or co-ordination as well as the somewhat dated look. I don't think I will stay here again but that's just because the hotel is far away from anything and it's a £14 - £20 taxi ride into town (takes about 20 minutes).

  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SA-Girl-Gsy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed November 19, 2012

Attended on the 9th and 10th of Nov for the golf package. Round of golf on friday, evening meal, Bed and Breakfast 2nd round of golf on Sat. £109 each per 16 players .

very simple review... had an excellent stay. hotel staff very helpful and facilities excellent.
evening meal not michelin star but what do you expect for the money and was more than made up for with an excellent breakfast..( nearly everyone told me how good they thought it was and had to drag a few of the chubby ones out onto the golf course!!!)

we had a slight issue with completion of the second round due to light..or lack of it... but a gesture of good will from the golf club has been gladly accepted...so remember in November tee off before 1130am or you will need helmet lamps to complete the round...

overall for the money i really don't think you can beat this set up. good hotel, good course, even after some horrid rain, the greens held up well and most important of all very good staff

well done Menzies

  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank robsrealreview
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotelmgr1, General Manager at Hallmark Hotel Cambridge, responded to this review, November 20, 2012
Thanks for leaving us your review and pleased you had a great time with us. I have passed your feedback on to the team and greenkeeping staff.

We hope you will choose to return again (maybe in the summer!)

Thanks

Shaun
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Slough, United Kingdom
Level Contributor
573 reviews
154 hotel reviews
common_n_hotel_reviews_1bd8 206 helpful votes
4 of 5 bubbles Reviewed November 17, 2012

Found the staff at this hotel to be a great asset, very helpful and friendly. I was in a newly refurbished room and the bed very comfy. The room suited my needs perfectly - excellent wi-fi which is always a bonus esepcially when free! Agree with a previous comment that the bathrooms could do with an update but could not fault the cleaning and everything worked. Did not have dinner but ordered eggs benedict for breakfast and no complaints. Never got chance to use the leisure facilities but wish I had brought my swimsuit and will do on my next stay. Although not in Cambridge centre this is reflected in the price of the rooms and in my opinion was much better value for money.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank debsywalker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotelmgr1, General Manager at Hallmark Hotel Cambridge, responded to this review, November 20, 2012
Thanks for your review and pleased to read that you enjoyed your time with us.

I have shared your review with the team and we look forward to welcoming you back to the hotel again in the future.

Regards

Shaun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
spalding
Level Contributor
14 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed November 15, 2012

The hotel was little dated in the room but clean & tidy. Plenty of room and wall mounted tv. Bathroom is the area that is showing its age and is small. After saying that everything worked ok. All the hotel is clean & tidy. The leisure is great but again past it's best. The only real down side was the evening meal that we should have avoided. How they can do a great breakfast and be so bad in the evening is hard to believe. The soup starter was ok but had to ask three times for a roll. When it came there was no choice of roll & no butter. Main ok but cold veg. Having to ask for roll three times decided not to say anything about main. Plates taken away but after waiting for 40min had to ask for the sweats. Waitress went to get our sweets but we had to ask the manager who finally got them for us. If we had known what was coming we would not have waited. Coffees did not arrive at all so waited. They came & said the restaurant was closing before we got any coffee. Over 2 hours and did not finish. After saying that the hotel is close to Cambridge and would go bed & breakfast again if price ok.

Room Tip: Don't eat in restaurant in the evening. Can here the A1 from the hotel. Unable to open windows a...
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  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank philip s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amsterdam
Level Contributor
28 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 bubbles Reviewed November 12, 2012

Reception staff good, we got a refurbed room which was nice apart from the bathroom which still looked very tired and dated. Leisure facilities all working and clean. We had a dinner ,B&B package and the retaurant was very disappointing- if you fancy a carvery go somewhere else, poor choice, hard vegetables and no yorkies! General lack of organisation in dining room- our drinks order didn't appear and we had to ask for coffee at breakfast despite being told someone would see to our requirements. Overheard at evey table around us was apologies for mistakes and omissions, but the staff were all pleasant if a little too friendly. Overall good location for a weekend break with leisure.

Room Tip: Ask for a refurbed room
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  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alison S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hallmark Hotel Cambridge

Property: Hallmark Hotel Cambridge
Address: Farburn Terrace | Cambridge, Bar Hill CB23 8EU, England (Formerly Cambridgeshire Moat House Hotel)
Location: United Kingdom > England > Cambridgeshire > Bar Hill
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 1 Hotels in Bar Hill
Price Range (Based on Average Rates): $
Hotel Class:4 star — Hallmark Hotel Cambridge 4*
Number of rooms: 136
Official Description (provided by the hotel):
The Hallmark Hotel Cambriddge is Located right on the A14, just a mile from the M11 and 5 miles northeast from the heart of Cambridge. The hotel has ample parking, a beautiful golf course, 136 comfy bedrooms, flexible meeting rooms and a lovely health club - it has absolutely everything you need for a successful business trip or relaxing short break in Cambridge. A hotel that has it all Free WiFi throughout. Located just 5 miles from Cambridge city centre Plenty of parking - complimentary when booking your stay direct with the hotel. £10 over night charge otherwise. 136 bedrooms including family bedrooms for up to 5 Brasserie, lounge and bar The Cambridgeshire Golf Course - 18-hole 2 tennis courts, indoor swimming pool, fitness suite and treatment rooms Sauna, steam-room, spa bath Ideal wedding venue for up to 180 guests 10 versatile meeting rooms for up to 200 delegates Sky Sports and BT Sport now available in the bar ... more   less 
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Also Known As:
Menzies Cambridge Hotel And Golf Club
Menzies Hotel Cambridge
Hallmark Hotel Cambridge Bar Hill, England, UK

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