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“Rude customer service”

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Courtyard London Gatwick Airport
Ranked #20 of 28 Hotels in Crawley
Copenhagen, Denmark
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Rude customer service”
Reviewed 22 June 2014

Stayed here June 2014 for a night before flying next day out of Gatwick. Room and breakfast was prepaid and we had a voucher to prove this, issued by our travel agent. We stay at Marriott hotels often and are Marriott members. We were presented with a bill after breakfast which we challenged and presented the voucher. The management would not honour this voucher and told us we had to pay for the breakfast and claim it back from the booking agent when we returned home. The manager and the staff involved were incredibly rude and actually caused us to miss our hotel transfer to the airport. We would not recommend using the hotel again.

Stayed June 2014, travelled as a couple
Helpful?
2 Thank Leanne I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Heinz S, General Manager at Courtyard London Gatwick Airport, responded to this review, 26 June 2014
Dear Guest,

I am very sorry to read that you found our service to be rude. We try very hard to be friendly to all our guests and would not want anybody to leave with this impression. If you can send me a copy of your voucher I would like to investigate the issue.

Generally if you book a room with breakfast you would not need a voucher for breakfast and your booking confirmation will show that you booked a room with breakfast included. This information would be in our system. If the information in our system is room only and your confirmation shows room only we would not accept a separate voucher for breakfast.

I do hope you will send me a copy of this voucher. Thank you.
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Edinburgh, United Kingdom
Level Contributor
18 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 21 June 2014

This is a perfectly good airport hotel. Rooms biggish and clean. The staff are cheerful and work really hard but if I worked here, I'd be demotivated by three features of the hotel that would negate my efforts.

First, the wi-fi charges are ridiculous and very un-Marriott like. I'd guess only a few on-expenses guests pay.
Second, there is another un-Marriott like trick. A litre bottle of water awaits you in the room with a label that says "drink me for GBP3.50. If you don't drink me, please tell reception." This is the lowest kind of inertia selling. We could imagine if you don't read English or are in a hurry to catch a flight at 6am, this could catch you out.
Third, there is thunderous Soviet style aircon/heating in each room that you can't switch off, unless you try this:
underneath the temperature control, there's a black slider with two positions. If you balance this slider between the two positions, the whole system switches off. Blissful silence!

But a good hotel. Others have remarked that you can pick up a trolley at the airport for GBP1 deposit that you get back outside the hotel.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Trevor b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Whitstable, England, United Kingdom
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 20 June 2014

We stayed at the Courtyard Marriott for 1 night in June before a holiday in Greece. This was a good option for us. The cost of parking for 2 nights and the hotel was only about £20 or so more than the cost of a taxi from home / airport / home. The room was fine with high quality fittings. The pre paid meal in the restaurant was OK but did not offer the promised selections and was quite bland.
We were travelling from the North terminal and found the 10 minute walk to the South terminal where we took the free shuttle over to the North Terminal convenient even on the return journey with our bags. Our car was ready and waiting on our return and were happy with the value quality and convenience of the package overall.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Les H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cambridge, United Kingdom
Level Contributor
51 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 19 June 2014

We arrived here after 3 weeks staying in rooms in the Greek islands where we were trusted to pay before leaving, always had free internet without asking and a bottle of water, or some juice or a cake in the fridge when we arrived, and lifts to and from the port. What a difference to return to rip-off Britain! Although they had had our money for the room weeks in advance we weren't let in till I had put down £50 extra security on my card. We were told breakfast was £14.95 each and that if we wanted only coffee and toast we should talk to 'a colleague'. 'A Colleague', I ask you! In the event we got coffee and mother's pride toast for about a fiver.

When we got to the the room the welcoming bottle of water turned out to have an unpleasant anthropomorphic message in the style of Tesco's round its neck saying, 'Drink me for £3.50. If you do not drink me, please tell reception'. Inertia selling of the lowest and most blatant kind, and in such ludicrous language: 'Drink ME!' It was WATER.

The internet was such a rip-off at £4.95 an hour we didn't even bother.

The air conditioning system was so noisy it was like sleeping with a coffee grinder.

The staff presented themselves not as human beings but as highly-coached robots.

A friend of mine has a son who is a big cheese at Marriott. She told me the 'Brand' is good and reliable. I think it's a blatant corporate rip off.

On the plus side, the room was quiet, the beds comfortable and the bathroom, though furnished with infinitesimal shampoos and soap, at least had grab bars and a shower head you could remove to wash your hair.

The hotel is convenient for the airport.

Room Tip: Only stayed in one room, which was good, though I'd check the noise level of the air-conditionin...
See more room tips
  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ann B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Varun S, Rooms Division Manager at Courtyard London Gatwick Airport, responded to this review, 21 June 2014
Dear Guest,

Thank you for taking the time to leave your feedback. It is very valuable to us.

We are sorry to learn that we did not meet with your expectations compared to the hotel in the Greek Islands. We are obviously unable to comment on what they have to offer but are fully aware what our clients are after as a hotel located in the country's second busiest airport.

As a limited service brand of Marriott, we are often compared to some premium brands of the company and we appreciate that this causes disappointment to some of our guests who come with very high expectations.

Majority of our guests who book with us are on a budget and do not wish to pay for services which they are highly likely to use and this reflects on the room rates we offer which you also booked. We can very conveniently offer high rates to our guests and include overnight parking, additional services available in the bedrooms, wireless internet, etc. but this is not what most of our guests want. We do offer packages which include breakfast, dinner and parking and guests have a choice to make an informed decision to avoid disappointment later.

As the room rates we offer only includes local taxes and lodging, a pre-authorisation is established on arrival from each guest for guests to avail these additional services should they need to. This is a common process followed within Marriott Hotels in the UK and allows the guests to conveniently charge services to the room and pay on departure.

We are sorry to learn that you had noise issues with your air conditioning unit. The windows in the room do not open due to triple glazing in the building to avoid airplane noise (runway is behind the hotel) and the system is set-up to automatically switch on as soon as fresh air circulation is needed inside the room. As it is a fan operated unit, it does create some noise.

We are glad to learn that you found our location convenient, room quiet, beds comfortable and bathroom meeting your needs.

Thank you again for your valuable feedback and choosing Marriott Hotels.
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Travellers are raving about these Crawley hotels

Malaga, Spain
Level Contributor
118 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 114 helpful votes
Reviewed 18 June 2014

I reviewed this hotel in March, and I stayed again, this time with my wife, in June. Both visits get the 'Average' grade. It is a pity that the 'Very Good' reviews it deserves, and should get, for room, food and convenience are downgraded by the negatives of: 1) excessive charge for internet; 2) a pretty miserly attempt to sell bottled water in the room for £3.50; 3) expensive shuttle for such a short transfer. Other reviewers have commented on: a) the high breakfast charge (avoid that by getting a reservation with breakfast included); b) the high price of food (yes, but the quality is good, or one can avoid eating there by going to the Marks & Spencer outlet at LGW South and making a nice spread to eat in one's room); c) the long walk from/to South Terminal (there are always trolleys available, at either end, so that is a way to save on the shuttle). Staff are not of the highest quality, and check-in this time at about 5pm on a Saturday was snail's pace. Not to end on a negative, the room was very nice, and the breakfast was stunning, with poached eggs cooked to order. With just a bit more focus on correcting the details that have provoked negative customer perceptions, this hotel could easily move into the 'Very Good' category.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
Thank CMO'H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Varun S, Rooms Division Manager at Courtyard London Gatwick Airport, responded to this review, 19 June 2014
Dear Guest,

Thank you for choosing to stay with us as your first choice of lodging in Gatwick and thank you again to review us.

We are glad to learn that we continue to satisfy you but are disappointed that we are unable to meet with your expectations 100%. We are glad that you like our room and enjoyed the breakfast served in our Casterbridge Grill restaurant.

In order to give us an opportunity and turn your experience around, please do contact me directly at the hotel when you decide to stay in the area again and we will endeavour to make your stay a memorable one.

Thank you again for choosing Marriott Hotels.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 18 June 2014

Firstly the Wi FI connection should you need one is ridiculously expensive.
If after getting to your room you phone the reception to establish whether its possible to weight your luggage, you will be delighted to be told that there is a weighing scales in the reception area down stairs. Having trudged down to the reception with your baggage you might be surprised that you were not told the the scales require you to insert a £1 coin, for the privilege of weighing your case.
On returning to your room, you might find that there is a bottle of water on your dressing table, this has a note attached informing you the the water costs £3.50 and if by chance you do not drink it, then you have to inform the staff at the reception before you leave. I searched the rest of the room to make sure that any other notes associated perhaps with the bath, toilet, bed , shower, soap, toilet roll etc had not fallen off, just in case I had to mention that I had not used these items also.
If you wish to read in bed, then care should be taken as if one places a pillow between ones back and the headboard and then lean back the mattress will shoot forwards off the bed leaving you stranded, this has to be experienced to be believed. I did not mention this to the reception staff when leaving just in case there was an additional charge for the sliding mattress ride as well..
I did not dare to even think about buying food or ordering a drink, as the cost of the cutlery and use of a table and chair may well have been beyond my budget.

I do not think that English is the first language of the reception staff ? I gained this impression when I informed them when leaving that I had not drank the bottled water during the night? They do their best though, they are very decorative and undoubtedly they make the profit and loss account look good and the end of the financial year.

All this for £100 a night, Rip off Britain at it's finest.

  • Stayed June 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Huw P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Varun S, Rooms Division Manager at Courtyard London Gatwick Airport, responded to this review, 19 June 2014
Dear Guest,

Thank you for taking the time to leave your feedback for us.

You’re a valued customer; everything we do is aimed at providing you with an excellent hotel experience. Please accept our apologises for any inconvenience caused.

As your review is left on social media we are unable to check the details of your booking and offer a more personalised reply. However as a general response, there are packages available for our guests to book with additional food and beverage offerings and parking facilities. Other additional services in the hotel e.g. wireless internet, services in the bedroom, overnight parking (for guests who are not booked on a parking package), etc are not included in a guest's room rate and are additional if used.

Our market research has allowed us to offer our guests with competitive room rates to the competition as most of our guests who stay in the hotel are for one night only and are on a budget. Majority of our guests do not wish to pay for services they will not consume and hence this arrangement.

Once again, please accept our apology. We would like to regain your trust and we hope you will allow us an opportunity to provide you with an exceptional guest experience when your travels bring you back to this area.

Thank you for choosing Marriott Hotels.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Varna, Bulgaria
Level Contributor
135 reviews
108 hotel reviews
common_n_hotel_reviews_1bd8 120 helpful votes
Reviewed 17 June 2014

Stayed 1 night before a flight. The rooms were good and no noise from the airport. We had 2 kids and luggage, and thought it was walking distance from the signs in the airport. It was a bit of a challenge to get there (about 15 minutes for us and we're not that slow despite the kids), so took the shuttle on the return, which kinda defeated the object of staying so close to the airport. Would only stay again if the price was really good compared to other nearby ones.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MarkMcT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Courtyard London Gatwick Airport

Property: Courtyard London Gatwick Airport
Address: First Point Buckingham Gate | London Gatwick Airport, Crawley RH6 0NT, England (Formerly Courtyard by Marriott London Gatwick Airport Hotel)
Region: United Kingdom > England > West Sussex > Crawley
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Wheelchair access Airport Transportation
Hotel Style:
#8 Luxury Hotel in Crawley
Price Range (Based on Average Rates): £
Hotel Class:4 star — Courtyard London Gatwick Airport 4*
Number of rooms: 218
Official Description (provided by the hotel):
Settle in at a contemporary hotel retreat near Gatwick Airport. The Courtyard by Marriott London Gatwick Airport offers convenient, modern rooms and suites with easy airport access. Relax on your king-sized bed, or watch television on your flat-screen satellite TV. Individual air-conditioning is offered in every room and suite at our hotel at Gatwick Airport, as are laptop safes, tea/coffee service and a dining table. Maintain your workout routine in our state-of-the-art fitness centre, with the latest cardiovascular equipment. And stop by our Casterbridge Grill, which offers the best steaks in the Gatwick Airport area. For informal dining, the hotel lounge and bar is open from 10:00 am to 11:30pm. In addition to being within walking distance of Gatwick's south terminal and a short (chargeable) shuttle ride to other terminals, the Courtyard by Marriott London Gatwick Airport is just 30 minutes away from Central London via the Gatwick Express Train service. Our hotel offers money-saving Park & Fly packages. ... more   less 
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Also Known As:
Courtyard West Sussex
Courtyard London Gatwick Airport Crawley, West Sussex

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