Hyatt Centric Cambridge — Hotel in Cambridge

My experience started prior to arrival when a very helpful chap answered the phone and confirmed my booked and also confirmed a parking space with electric charge. I informed him I was arriving late (11pm) to which he said there would be no problem and an electric bay would be reserved for me. On arrival (around 10:45pm), I was checked in and given access to the underground parking. The receptionist refered to the notes on file regarding electric car charging and fondly waved me off to the garage. Out of the c.60 bays, not one was free. As for electric charging, there are around 20 bays....all of which were filled with non-electric cars....rendering them useless. On return to reception, the receptionist was apologetic and informed me she would have one of the cars moved and an electric bay freed up as promised. 'Very nice of her' I thought as it was now gone 11pm. She was going to move a car then she would call my room. After waiting in my room for around an hour, I decided to call reception where I was informed that cars could not be moved at this hour of the night so I will have to leave my car on the street...uncharged. The morning after (when I found a local charge station, rearrange meetings with disgruntled clients and arranged childcare because I was now going to be home three hours later than expected) I went in to the shower which had a pungent and eye watering drainage smell. Breakfast was then had downstairs (around 8am) and I had to endure a cleaner vacuuming around the room for nearly half an hour. I then got stopped leaving the breakfast room to pay for a cup of coffee....even though breakfast was part of my room rate. The room access card stopped working on my return to the room locking me in the corridor without any way of accessing or operating the lift. I had to wait and piggyback my way back to reception. I asked to speak to the manager and was informed that they should have been on site twenty minutes prior....but had not arrived yet. On check out, I again asked to see the manager but they had still not yet arrived. I asked to be called by the manager, but to this day (four days after my visit) I have still not had a call.

John Cleese would have been proud of this debacle and written a whole new sitcom based around it.

Hyatt.....you...

After arriving at the Hyatt, it was in a very strange location kind of like driving into another dimension.

Went to reception, no one there, waited 5 minutes still no one, went into the restaurant only to be told they are separate from the hotel! Another 5 minutes someone appears, I said there was no one there only to be snapped at they were looking after the flat upstairs as well! Asked where we could park, she said I should of booked their car park! What car park there was nothing about this when I booked, she said luckily there was one parking space free, it would cost an additional £15 on top! Extremely hard to find with no signage at all Hotel rooms itself are very nice clean and new, hotel feels somewhat unfinished though and a complete lack of staff.

After being out (it will cost £10 in a cab each way just to get into town) we decided we would like some room service this was at 9.30pm no answer on the phone as usual, ventured down to be told again the restaurant was separate, restaurant had stopped serving which meant no food, not ever have I been told this in all my stays in all hotels… they recommended we download the app Deliveroo!! Seriously, so we tried, no one would deliver there! So we went to bed hungry To top it off we were woken up at just after 6am by a very drunk man singing and making a scene in the courtyard at the top of his voice, Ring down to reception, no one answers!! Have to get dressed to go down, reception lady was on her mobile phone on the sofas not answering the phone! Eventually after at least 15 minutes someone came to try and remove the man, he wasn’t even staying in the hotel, anyone can just walk into the complex off the streets. So being more tired and up earlier than at home I had a very disappointing stay and spent an awful lot of money, it was my first stay out since Covid and quite honestly I wish I had stayed at home. Breakfast was not good either, All in all a very disappointing stay at what could be a nice hotel but certainly needs to get its act together to charge what they do. Staff didn’t offer a free breakfast, money off our stay, nothing knowing what a dreadful time we had, terrible customer service and...

Let's start with the good and then discuss the lower service rating. Long review incoming.

The good: this hotel was beautiful inside and out. Its located about 2 miles from the city so it's not busy but you can drive everywhere in a relatively short time. The room was spacious, the bathroom has an automatic low lumin light on the ground so you don't get blinded going to the bathroom, and the TV has chromcast capabilities so you can screen share between phone and TV if you don't want to watch British TV. There is a massive grocery store 200 meters away from the hotel and a soccer field/running track. The hotel was quiet, even with families that had kids running around. There is on premises parking for a fee, but the area was amazing

Lower mark for service: so I had three problems while I was there, the card holder for activating the room was broken, my door wouldn't shut, and misinformation about the gym. I was told the gym was 24 hours by one member of the staff and then told it wasn't open by another member and they wouldn't show me where it was (but I found it and it just needed my key card to unlock). As for my door and key holder, I reported to the front desk three times that they key holder was broken and they needed a new slide because the plastic was broken on the hinge and that my door would not shut. The first guy said report it in the morning, the second one said "we can move you rooms or have maintenance fix it" and seemed more interested in pushing for maintenance to fix it. At checkout when I reported it the third time, the ladies were concerned, offered compensation due to the first two times I reported it (which is the reason for 2 stars) and when i wouldnt take compensation, they said they would make sure that the hotel manager and owner were made aware of what happened.

Even with the lack of great service, I will recommend this place and stay here again if...