Freepoint Hotel Cambridge Tapestry Collection by Hilton

Negatives: Location and resort fees F&B credits having to be used within specific daily windows with no ability to use on carryover basis for entire stay.

Negatives: The front line staff were lacking in problem solving skills. Our very first encounter with reception was a stressful, unpleasant one, being told that we did not have a reservation, and that the hotel was fully booked. The receptionist was rude and even told us twice that it was not his problem if he could not find our booking, blaming booking.com for the glitch. He completely ignored me when I informed that I had already had 2 direct exchanges with the hotel, with one of those times being just several hours prior to our arrival, over the phone to give a credit card to secure the reservation. It was only when the manager (that had secured the booking over the phone with me) came to the rescue that the problem was solved. He was kind enough to waive the parking fees and offered his apologies. The young receptionist, however remained sullen and did not utter another word. After the trip, I made a call to the hotel to ask about a discrepancy between the bill and the credit card charge and was given a incomprehensible explanation, and was told to hang up as she could not help me any longer. A later email resolved the problem simply and clearly. The front desk employees only seem to be able to give service when there are no problems. We also had to call the reception twice during the first night, once at 11:30 and another time at 1am because of the extremely noisy neighbours who kept us up despite wearing earplugs. At almost 500$ CAD a night, it is extremely frustrating to have only 2h of sleep. Other disappointments included: bath not draining, and not fixed for the 2nd night, despite us reporting it; no housekeeping done after first night’s stay (again, at just under 500$, very disappointing). Other disappointments included no shuttle service l, as advertised on the website, no milk for the coffee, and the lids for the take-away coffee cups were too small to fit.

Negatives: It was dirty and in friendly

Negatives: indifferent staff

Negatives: That I had to pay $25/night for parking. As well as scam of a system of a $25 meal credit which gets charged to the room and are left having to pay the remaining balance upon check out. All other hotels INCLUDE the breakfast in their room rate. I’ve paid less at other hotels chains for a room and received the same, if not better, breakfast without the hassle of this ridiculous credit. And now after checking out I have an additional charge showing in my bank statement from them. They can’t seem to tell what it’s for. No worries, the fraud claim I filed with my bank will find out. Never again

Negatives: I liked absolutely everything about this hotel.

Negatives: A quiet room is not one right by the elevator! Room was small and stuffy…….a roll in closet??!! A lot of money for a lousy room. Nice outside area in lobby that was so unkempt and dirty looking.

Negatives: The $25 “destination fee”. I’ve stayed at plenty of hotels and have never come across this. It’s a scam to have no option but to pay $25 of my own money to then in turn HAVE to use it at the hotel. We were not at the hotel long enough to eat there, nor rent bikes, etc and the destination fee wasn’t even applicable for the marketplace for snacks. Because of this, I would never choose to stay at this hotel again and will ensure I check other Hilton properties for this “fee” before booking. This is not a Mexican all- inclusive resort, it’s a Hilton in Cambridge off of a major road with basic amenities. I don’t know anyone who would go visit another city in order to eat hotel food, and we specifically opted out of a breakfast charge because we weren’t going to be there for breakfast due to a 6 am flight AND because we would have gone off property for a proper (GOOD) breakfast. Additionally, you can tell the staff members get a lot of questions and complaints about this, because their immediate response is to be defensive (“this was outlined in your booking confirmation”- so basically you’re SOL), vs empathizing with the customer. Really disappointing- but I suppose lucky for the bartender who received a $22 tip off of a $3 sprite. Countless other reviews mention/ complain about this, and while the hotel responds to the customer asking them to contact the hotel and/ or corporate, nothing seems to have been done about it. Disappointing that you all are willing to lose out on customers over a silly fee.

Negatives: This hotel is extremely poorly managed. There were many small things wrong with the room: a missing light bulb, a hole in the screen, a bathroom fan that seemed not to work. However, our biggest concern was the "destination fee," a misleading charge that they told us would be accounted for when we ate in the restaurant and we later learned was simply zeroed out, leaving us to pay the full bar tab for subpar wine. When we brought this to the staff's attention they were unable to explain it and unwilling to address it further. We were in Cambridge for an interment service at a nearby cemetery, and all were were looking for was ransparency and a functional, comfortable room; we got neither. We will not stay here again.