Cambridge Hotel Medan — Hotel in City of Medan

I was disappointed with the service from staff at receptionist table. I have booked the hotel about a month ago. I arrived at hotel at 12PM, i would like to try whether we can early check in or not. I spoke to William, asking for 5 rooms at same level. He said we can get the rooms at the same floor, but currently the rooms still were not available and asked us to come back again at 2PM. We were allowed to put our baggage there first (Good point for the service). I came back again at 3.30 PM, hoping that the rooms are ready. It turned out that the rooms were not ready (only 2 out of 5 were ready). The policy of this hotel: check in at 2PM, check out at 12PM. I asked them what is the reason for the unavailable room, the receptionist just said, "wait a moment, we are trying to make the room ready." I decided to ask where is the manager, the duty manager on that day is Fajar, we spoke to him and asked the reason. He said the problem is because we wanted rooms at same floor so we need to wait. I explained to him that we already came at 12, and one of staff William said that we can have it at 2PM. He replied again, "oh, it is because the guests before us are late for check out."

Until this point, I dont bother to try to ask him again, i dont know whether those reasons are valid or not. I just want to find the reason, but the fact that they were so defensive. I dont mind if it is late, but please next time explain the reason why and apologize for the incovenience. The manager only said, just wait, 15 minutes again if you dont get the room, i will give you voucher for dinner. If anyone from grand swiss-bel hotel read this, please tell your staff not to be defensive, just explain the reason and apologize.

However, the rooms are spacious and cozy. The concierge staffs are also friendly,

Thank you

Updated: Thank you for Pak Bambang who called us. He apologized and promised that it will not happen again. Thank you for attentive attitude for...

I would like to express my truly disappointment on the management and service level of this hotel. I booked 6 rooms under my company, PT. Growth Asia for check-in 01 Jan 2020 & check-out 03 Jan 2020. In the beginning, through my company, I tried requesting earlier check-in but was told that it was not possible due to the new year event on the 31 Dec 2009 thus all staff probably very busy due to overtime and I was advised to check in around 02:00 pm on the 1st Jan 2020. I received this information from my company staff and I did not mind checking-in around 02:00 pm as per the initial notification. I indeed came earlier at around 01:30 pm at Hotel Lobby and proceed for check-in then as usual, I was doing the registration and check-in and told to wait for room readiness. Then the disaster scenario came where I was asked to keep waiting... waiting.... waiting.... and keep waiting... while the same lies of rooms were being cleaned up kept told by most all the receptionists stand-by on that day. The clean up took like forever. I got my first 3 rooms at above 03:00 pm and the remaining 3 rooms are given between 05:00 & 06:00 pm. It was a complete mess as these rooms are supposed to be provided for my family members from overseas which came to participate in my brother's wedding party. This hotel showed no commitment in doing proper services to their customer and keep telling lies in front of...

Appreciate the thought of placing us in the corner room so that it will be quieter for my babies. The view is spectacular be it day or night, overlooking city of Medan and can even catch mountain ranges. But there's a price to pay which is the afternoon sun. Not sure if it is the building itself that's not good in reflecting the heat or the air conditioner is faulty, the temperature in the room decreases to 21 degree at late midnight wee hours while it increases to as high as 28.5 degree in the afternoon, even if you set it as 25 degreee at night and as low as 10 in the afternoon. Mattress need a change but we absolutely love the pillow, especially the longer version! Love the rainfall shower with very consistent water heater too! But basin stopper need a change. Toilet roll placement probably would be better place infront than at the back if glass wall is out of the picture. Staff are courteous and friendly. Location beside the mall which has brastagi (supermarket), a&w and fountain are what made me chose this hotel. Buffet breakfast is decent with more local variations than continental/international. Must try the Lontong! Would I stay here again? If the price is good as the hotel prices near medan center is very competitive. I had the choice of staying in the newer 5 star hotel thats around the same price but chose this for the mall instead. So to...