We stayed at the Cambridge Hotel last weekend for a 10 year University Reunion. On arrival, parched and carrying lots of bags, the receptionist failed to give us any information about how to get to our room, when the bar/restaurant was open etc.
We were booked into room 28 (next to our fellow alumni at the reunion), and entered the room to find other hotel guests' belongings - a man and a woman's outfits hanging in the wardrobe, a handbag and bottle of champagne on the desk, and holdalls full of their belongings! I phoned reception from the room and he asked us to come back downstairs. After about 20 minutes of incompetent hotel staff squabbling over a computer screen, unable to work out where we were supposed to be and who was already checked in to room 28, we were allocated room 90. Flustered and now concerned for our personal safety and security of our luggage, we were shown to the new room. The member of staff gave us a key card and said he would return with another key card. He never returned, so we made our way back downstairs to ask for it. On our way back to reception we realised the key card he had given us did not have a '90' sticker on, it had 'M' - HE HAD GIVEN US THE MASTER KEY! We tried a couple of doors randomly, and were able to open them. So not only had they first given us access to another guests' room and valuables, they then gave us access to ALL hotel guests' rooms and valuables!! We were now extremely concerned and asked to speak with the manager. But it was "the manager's day off", so he refused to speak to me over the phone when the receptionist was relaying what had happened to us, and said he would stay until 11am the following morning to speak to me. Not only was the customer service from the manager appalling, there was NO other senior member of staff present at the hotel! It seemed that no one there really cared about what had happened. We were left, two women, to spend an evening feeling vulnerable in our room, knowing that reception staff hand out keys willy-nilly to guests that could possibly be dangerous criminals.
The morning after, the hotel manager came to our room to speak to us. He didn't ask us to his office or a private area, he had the discussion in a corridor in full sight and ear shot of all other hotel guests. His concept of customer service is terrible. After we explained the series of events, he made poor excuses such as "we can't give you a full refund because we're a family run business and our profit margins are very low", and "some of the things you are saying are making me feel bad, come on now" !!???!! I was left feeling distressed and upset. I understand that there is always human error, and the key card incident may have been a one off, but the way that the situation was dealt with was not good enough. The hotel manager and his staff need a 'customer service 101' training course or something. And there should ALWAYS be at least one senior member of staff available to deal with complaints and situations such as this.
- Official Description (provided by the hotel):
- Situated just a short 5 minute walk from Huddersfield Town Centre and only half a mile from the Towns Bus and Railway Stations. We are a 0.6 mile walk to the University and a 0.8 mile walk to Huddersfield Town's Galpharm Stadium.At the Cambridge Hotel we offer 79 good quality spacious rooms at reasonable prices. Whether you are visiting Huddersfield on business, holiday or going to that all important family occasion, the Cambridge Hotel is an ideal place to stay.All our rooms are tastfully furnished and are all en-suite. Each room is equiped with a telephone, colour television, fridge and a fully stocked hospitality tray for your comfort. ... more less
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- Also Known As:
- Cambridge Hotel Huddersfield