The Charles Hotel in Cambridge

We had high expectations for this hotel, but our experience was disappointing from the start. Although the front desk staff maintained a polite tone, their manner felt distant and snobbish, which immediately gave us the impression that we were not the type of guests they prioritize.

At check-in, no one requested an Amex card for incidentals. Yet the following morning, we received a letter slipped under our door stating that we “must” use an Amex card to receive FHR benefits. After confirming directly with Amex, this is not accurate—the benefits apply as long as the booking is prepaid on Amex Travel with an eligible card. If this rule is actually the hotel’s own internal policy, it should be clearly communicated upfront, not framed as an Amex requirement. More importantly, this should have been addressed professionally at check-in, not through an impersonal letter delivered the next morning.
Apparently the check in staff trainings are lacking.

The room itself was underwhelming. It was small, and the protruding bed frame corners were a constant hazard. The mattress felt worn, the pillows were extremely flat, and basic amenities were not functioning properly. The shampoo dispenser was broken, and we only discovered this in the middle of bathing our young daughter. It took over 20 minutes for assistance to arrive, and the wrong item was brought the first time. The staff member then insisted on entering the bathroom to exchange the bottle fasten to the wall even though our daughter was still inside—which felt unnecessary and intrusive.

The turndown service was, frankly, baffling. We had a reservation for two adults and one child, and the room clearly had two beds, yet the staff came in and left only one bath towel and one pair of slippers. There were no additional slippers in the closet, and the bedside tables had no water or glasses. It made us question who this turndown service was actually meant for. The effort felt incomplete and careless—almost as if the hotel assumed we wouldn’t notice or understand. A service performed halfway is worse than not doing it at all, because it only highlights the lack of attention and sincerity.

The location is convenient for visiting Harvard Square, and the breakfast staff were the one truly pleasant part of our stay—their service and the food were excellent. Parking, however, is steep, though there is a more affordable lot next door.

Overall, for a rate exceeding $300 per night, the experience fell far below expectations. The service inconsistency, communication issues, and basic room comfort problems make it difficult to recommend this hotel. We do not plan to return.