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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
91%
Recommend This Property

Overall Experience

4.3

based on 1701 reviews
91%
Recommend This Property

Ratings Breakdown

1701reviews

  • 5 Stars
    907
  • 4 Stars
    554
  • 3 Stars
    127
  • 2 Stars
    64
  • 1 Stars
    49

A decline in provision

By

January 18, 2018

Having stayed at this hotel frequently for leisure travellers we are able to compare past provision.
The terms of the frequent stay offer specific to each London airport hotel have changed. The benefits, such as breakfast after so many stays, had been removed last time we stayed, but now the discount rate has been cut. So now having stayed an even greater number of times, we find we get a smaller discount.
The car park is now no longer run by Holiday Inn. You can imagine what this has done to the prices. Unfortunately using a pen to change the number 10 to a number 16 makes the price rises a bit obvious.
Our television did not work properly. A member of staff was sent. He unplugged a few things; pressed a few buttons; poked around the back and then said that he couldn't do anything. He added that it was a system fault and if we changed room the TV might work in that room. He then left.
No flannels were provided which is inconvenient in a bathroom with a fixed head shower.
We arrived early so that we could watch a football match in the bar, which we had done on a previous visit. Alas we were told that sport was no longer shown. This meant getting into the car again and driving into Horley to a pub. We were not the only hotel guests watching the match. Other airport hotels show the football.
As the television did not work properly we had to ask for an alarm call which was provided as a favour as this is not usually a service which is provided.
On positive notes; the large bath towels are a bonus; the breakfast is excellent including good black pudding; the price of the airport shuttle is much less than at Heathrow; the new décor is much more attractive; the staff are generally very friendly and the hotel is extremely clean.
Given the experiences on this trip, it might be the time to examine provision at other Gatwick hotels. The Holiday Inn might still provide the best value.

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