I am a long-standing Hilton Honors member and recently booked a stay at the Hilton Cambridge City Center in England through Egencia. My reservation was for a guest room with two double beds and explicitly included breakfast.
Prior to my arrival, I called the hotel to confirm the details of my booking and had an extremely frustrating experience. The representative I spoke with was difficult to understand due to a heavy accent and poor communication skills, which made the conversation unnecessarily challenging. More concerning, when I asked for confirmation that breakfast was included, he insisted that Hilton could not guarantee it--despite the clear terms of my Egencia reservation.
Additionally, although I had linked my Hilton Honors number to the reservation, the representative was initially unable to locate it. He eventually claimed to have found it, but I remain unsure whether it was ever correctly associated with my booking.
Unfortunately, my experience upon arrival did not improve. The rooms are small, dark, and dated, with minimal natural light. They also need better lighting. The carpets badly need to be replaced. Both the room and the bathroom were in need of renovation and did not meet the standards typically associated with the Hilton brand.
The one notable positive is the hotel's central location, which offers convenient walking access to King's College and many of the other colleges and landmarks in Cambridge.
Overall, this stay fell far below my expectations for a Hilton property. I urge you to review the quality of service and amenities at this location, and to ensure that staff are properly trained to communicate effectively and handle basic customer inquiries--especially when dealing with loyal Honors members. read more