Grand Swiss-Belhotel Medan

⭐ Heartless and Unethical – Deeply Disappointed with Agoda and Hotel Cambridge, Medan I had booked Hotel Cambridge, Medan (Indonesia) through Agoda for 11–14 November 2025. Unfortunately, I suddenly developed serious health issues with fluctuating blood pressure and sugar levels. My long-time cardiologist (Head of Cardiology at a reputed hospital who has been treating me since 2003) advised strict bed rest and to avoid any long travel for 3–6 months. A formal medical certificate was promptly issued and shared with both Agoda and the hotel. In view of this genuine and unavoidable medical emergency, I requested either a waiver of cancellation charges or at least a credit towards a future stay. Instead of showing empathy or offering any reasonable solution, Agoda and Hotel Cambridge kept passing responsibility between each other, refusing to assist in any manner and simply quoting that the booking was “non-refundable.” While I fully understand policy terms, rules must allow for humane exceptions in cases of proven medical emergencies. Sadly, both Agoda and the hotel displayed complete insensitivity, rigidity, and lack of compassion. The Reservations Manager at the hotel did not even attempt to escalate the matter or explore a possible resolution. This experience was deeply disappointing and disheartening. It clearly shows that both Agoda and Hotel Cambridge are interested only in collecting money, not in serving customers or acting responsibly when it truly matters. I strongly caution fellow travellers: avoid Agoda and Hotel Cambridge, Medan. Don’t fall for their polished words and marketing — when you really need help, you’ll find no empathy, no accountability, and no decency. Utterly unprofessional, unethical, and heartless.

We were excited when we booked this place noted as 5*. However in reality it is comparable to a 3/4* hotel in Europe at best. The staff arent well trained / seem disorganised. For example, when our room was cleaned there was no replacement toilet roll (which was finished). We dined at the Edge restaurant and waited 35 minutes after being seated to place our food order despite there only being one other couple in the restaurant. The setting is nice but the food was average / overpriced. One of us ordered a burger which was served with an american style processed cheese slice - very disappointing standard of food. At breakfast time the service is fairly chaotic - there is no way of getting a coffee without waiting for it to be served to you, which is slow. We also dined at the cafe restaurant - some of our ordered food never arrived (and we had to ask for it to be taken off the bill as they didnt even notice). No one checked we were happy with our food and we had to go and find staff to ask for the bill / to pay. We also used the gym and pool - the photos are much better than the reality with the gym being dated and lacking basic equipment - for example there are no exercise mats. The poolside area would really benefit from more than 2 chairs. The room itself was nice enough, but again the peeling wallpaper and patch repairs to the walls that havent been properly carried out really dont feel 5*. We are usually very accommodating and easy guests but this place really pushed us to limit given the price and customer experience!

We stayed this hotel with our big family. I booked 5 rooms for us. No hand towel in thebathroom , I have asked. The staff apology for their mistake not to put hand towel. only one glass in bathroom. I hope the superviser checked the room before the guest come. The breakfast menu it seems the same everyday. Coffe Machine was very very slow, I think need replacement. Please change your smoking room. It's not very nice to smell cigarete when you walk to restaurant because we have to pass the smoking area. Not good for children and adult too or non - smoking.