CAMBRIDGE, UK - 19 November 2025 - Hilton Cambridge City Centre is celebrating a double victory at the 2025 Cambridge BID Mystery Shop Awards, receiving top honours for “Best Overall Customer Experience” in the Restaurant or Bar category for its Bull & Bass Restaurant, and the “Special Recognition Accessibility Award” for the hotel’s inclusive guest experience.
These accolades mark another milestone in what has been an exceptional year for the hotel, following general manager Richard Finn’s recognition as “Business Person of the Year” at the Cambridge Independent Business Awards 2025.“We’re incredibly proud of this recognition from Cambridge BID,” said Richard Finn, general manager, Hilton Cambridge City Centre. “These awards are a reflection of our team’s passion and dedication to creating memorable experiences for every guest - whether that’s a warm welcome, an outstanding meal, or thoughtful accessibility that ensures everyone feels at home. It’s a true team achievement and one that reinforces Hilton’s promise to fill the earth with the light and warmth of hospitality.”
Bull & Bass Restaurant - Best Overall Customer Experience
Delivering perfection across every touchpoint, Bull & Bass Restaurant achieved an exceptional 100% score in its latest mystery audit, earning praise for its outstanding service, quality cuisine, and guest engagement.
Mystery shoppers commended the team for their attentiveness and expertise, describing the dining experience as “friendly, professional, and exclusive” with meticulous attention to detail.
“We’re absolutely delighted to have been recognised for Best Overall Customer Experience,” said Richard Finn. “Our guests are at the heart of everything we do -from our breakfast buffet of over 130 delicious items to our menus featuring responsibly sourced ingredients and globally inspired flavours. This award is a wonderful testament to the pride and passion our team brings to every plate and every guest interaction.”
Reserve your table at Bull & Bass Restaurant and enjoy a memorable meal in the heart of -Cambridge: https://www.opentable.co.uk/r/bull-and-bass-restaurant-at-the-hilton-cambridge-city-centre-cambridge
Hilton Cambridge City Centre - Special Recognition Accessibility Award
The hotel also received the “Special Recognition Accessibility Award”, honouring its commitment to inclusivity and guest wellbeing. Mystery shoppers praised the team’s empathy and thoughtful approach when supporting guests with specific needs, highlighting the staff’s “understanding and proactive assistance” in providing accessible spaces and quiet areas.
“Accessibility is central to how we deliver hospitality,” added Finn. “We believe that true service excellence means everyone feels valued, respected, and cared for - and we’re proud to be recognised for creating that environment here at Hilton Cambridge City Centre.”
Continuing a Legacy of Excellence
This recognition reinforces the Hilton Cambridge City Centre reputation for hospitality and community engagement. Under Richard Finn’s leadership, the hotel champions sustainability and inclusion as part of Hilton’s global Travel with Purpose strategy, supporting local charities and reducing its environmental footprint through initiatives such as energy-saving measures and waste reduction.

