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Holiday Inn Express London Gatwick-Crawley
Ranked #19 of 28 Hotels in Crawley
Malta
Level Contributor
50 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
“overbooking”
Reviewed 11 October 2013

arrived after a long journey and just had a few hours until another 10 hour flight..just some time to shower, relax and unwind. Guess what...we arrived and after around 30 mins waiting we were told they had some problems with works (yeah yeah yeah!!!) and there were no rooms available!!! we had to be transferred to holiday inn Gatwick worth....which took around one hour and we had to deal then with loads of lies. This hotel (worth) is in the middle of nowhere, we had to pay a taxi (unlike the other one, where you can catch the bus to the airport) and we received very bad service also at the other hotel because we were transferred guests so they saw us as extra. Also, until we waited for the receptionist to arrange for us to sleep at Worth, they kept arguing amongst themselves re the rates..I mean.....this is not my problem!!! why do I have to wait until you sort out your things when you knew FOR MONTHS I WAS COMING IN!!!! also, again, like another reviewer stated, they charged us twice by mistake and it took weeks to get a refund...(the bank could not do anything). Thank you for the fabulous overnight (NOT) . will never stay here again. We always booked Sofitel and also Premier Inn and even at Premier Inn the service was WAY better.

  • Stayed September 2013, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank Jamaica29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 29 October 2013
Dear Nat25M,

Thank you for taking the time to provide feedback on your stay. It is unfortunate your interactions with the staff, and complications with the booking prevented you from fully enjoying your visit. We are confident the necessary adjustments will be made, in order to achieve complete guest satisfaction.

Thank you again for your comments, we look forward to serving you in the future.

Sincerely,

Ben J
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Cambridge
Level Contributor
58 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 8 October 2013

STAYED for the one night before an early flight the hotel was ok we had a blocked sink but as we arrived late did not complain. We stayed in the business upgrade that gave us a drink and snacks that were included from 6.30 to 8.30.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Realaleman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew A, Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 14 October 2013
Dear Guest,

Thank you for taking the time to review your stay at Holiday Inn Express Gatwick Crawley.

I am glad that you enjoyed your stay and I look forward to welcoming you back to the hotel soon.

Best Regards

Matthew Allan
Deputy General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chichester, United Kingdom
Level Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 8 October 2013

Great place to stay 5 to 10 min drive to airport. 10 min walk to town. Although the hotel has a bar and restaurant there's a Harvester in the car park so you have a choice. The rooms are large and modern. The beds are very comfy. Although the the hotel is in the middle of a large roundabout We did not here any noise from traffic.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Philiop290855
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew A, Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 14 October 2013
Dear Guest,

Thank you for taking the time to write a review regarding your stay at Holiday Inn Express Gatwick Crawley.

As you mention, the hotel is situated in a convenient location with Crawley town centre a 10 minute walk away. We are also a short walk away from Three Bridges train station which gives you easy access to both London and Brighton.

Thank you for your kind words regarding our rooms here at the hotel. Our housekeepers work very hard to ensure that our rooms are kept to the highest standard of cleanliness.

I am thrilled that you enjoyed your stay and I look forward to welcoming you back to the hotel soon.

Best Regards

Matthew Allan
Deputy General Manager
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Downham Market
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 5 October 2013

What an experience of knowng how to be valued as a customer. Dare i say, their competitors could learn a lot from these guys. One name springs to mind and his name is Jamie. He was such a polite and welcoming man. Any questions or requests and it was done. We booked two rooms for four people in each room on Sept 28th. They were very spacious and very clean. The shower room was out of this world in the fact that it was so big and tiled from top to bottom. We all had a very good nights sleep. Breakfast which was included in the price was continental and a buffet style sausage, scambled eggs an beans. You can eat and drink as mucas you like. Thank you for making our stay so pleasant and homely.

  • Stayed September 2013, travelled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank Peter S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew A, Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 14 October 2013
Dear Guest,

Thank you for taking the time to review your stay at Holiday Inn Express Gatwick Crawley.

I am thrilled that you enjoyed your stay and I thank you for the kind words expressed about the hotel. i know that Jamie will be delighted to read your comments and we look forward to welcoming you back to the hotel soon.

Best Regards

Matthew Allan
Deputy General Manager
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Island of Malta, Malta
Level Contributor
64 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 5 October 2013

Had to stay in this hotel for 2 nights from the 19th November and prior to my arrival stayed emailing staff so i had a lovely stay in the hotel. On the day of arrival at around 8 in the morning hotel tried to swipe payment for stay without my consent. They basically used the details which were present on my IHG account (still trying to sort out with IHG to remove account details). Once we arrived after a long flight and transfer to the hotel the hotel reception seemed like a seen from high school canteen (not very inviting). Once greeted by the receptionist he told us that the hotel was overbooked and had problems in the half the hotel with electricity. When we showed our distress he said that we could still stay in the hotel but had to stay in a room with 2 single beds. Since i am married and go on vacation to stay more comfortable than home I refused.
He then offered to transfer me to the Holiday Inn Gatwick Worth, which was a superior hotel. When we asked him if the transfer to the new hotel was for both nights he told us it was not and after some complaining they let us stay in the Gatwick Worth for 2 nights.
We had booked the express crawley due to its location in central crawley and when we asked receptionist if hotel had a similar location for public transportation he lied to us and answered it was the same where in reality we could only catch a taxi and had no access to public transport.

Worst of all, the crawley express reception swipped my card for the stay in the Gatwick worth TWICE without my consent and to get back half the money for the mistake it took me 1 week to get a confirmation of the money back

All in all with all these hassles i would not book again the holiday inn express chain

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Service
Helpful?
3 Thank AND170282
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 23 October 2013
Dear ANDNat1212,

Thank you for your feedback. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We are sorry for the shortfalls you have experienced during your stay. Your comments are highly valuable and will assist us in our continuous efforts to maintain and improve the service level we aim for. Rest assured, your comments will be used for review and actions will be taken accordingly to ensure similar incidents could be avoided.

Thank you for staying and we hope you give us another chance to make your stay as best as it can be.

Sincerely,

Anthony M
Case Manager
IHGCare
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Brisbane, Australia
Level Contributor
38 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 4 October 2013

We stayed at several HI Express hotels during our visit to the UK. This one was the only one that didn't offer an airport shuttle service. There is a train station nearby, but we had an oversize bag (a bicycle) that made it necessary for us to pay for a taxi from and to Gatwick airport, costing about 15 GBP each way, depending on the terminal used.

Service at the front desk was prompt and helpful. Service at the bar was almost non-existent, and left us waiting a long time for service. The room was fine and clean, the beds comfortable, the choice of pillows appreciated. There was a bit of a leak in the shower head which meant we couldn't use it as a handheld without soaking the entire bathroom. I don't think we were in the new wing mentioned by other reviewers.

The Harvester Restaurant next door was convenient, and good value for money. It did get very busy at dinner time and there was a wait for a table, but there were a few tables set aside near the entrance where, if you could find a seat, you could order your food yourself from the bar. This is what we did and enjoyed a chat with others who had chosen this same option.

The breakfast was sufficient, although we left too early to get the hot offerings. We appreciated that there was coffee and continental fare available that early.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AnInquiringMind
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew A, Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 14 October 2013
Dear Guest,

Thank you for sharing your experience with us.

As you mention, the hotel does not operate a shuttle however there is a public bus that can be accessed that goes to and from the airport frequently which we think provides a great alternative than a sometimes expensive taxi.

I would like to apologise for the service that you received at the bar. This is not the standard that we set ourselves at the hotel and I have launched an investigation as to why you received such service.

Thank you for also mentioning the Harvester next door to us. I will pass on you comments to the management at the restaurant.

I am glad overall that you enjoyed your stay and I hope to welcome you back again soon.

Best Regards

Matthew Allan
Deputy General Manager
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Leeds, United Kingdom
Level Contributor
236 reviews
121 hotel reviews
common_n_hotel_reviews_1bd8 100 helpful votes
Reviewed 2 October 2013

Was pleasantly surprised by this place. Easily accessible location and plenty of parking available. Welcome was okay. Room was very good. Smaller than their competitors rooms, but the standard was second to none.

  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alan J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew A, Manager at Holiday Inn Express London Gatwick-Crawley, responded to this review, 14 October 2013
Dear Guest,

Thank you for taking the time to review your stay at Holiday Inn Express Gatwick Crawley.

I am very pleased that you enjoyed your stay and I look forward to welcoming you back to the hotel soon.

Best Regards

Matthew Allan
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express London Gatwick-Crawley

Property: Holiday Inn Express London Gatwick-Crawley
Address: Haslett Avenue East, Crawley RH10 1UA, England
Phone Number:
Region: United Kingdom > England > West Sussex > Crawley
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Wheelchair access
Hotel Style:
#9 Business Hotel in Crawley
#15 Romantic Hotel in Crawley
Price Range (Based on Average Rates): £
Hotel Class:3 star — Holiday Inn Express London Gatwick-Crawley 3*
Number of rooms: 138
Official Description (provided by the hotel):
Holiday Inn Express London Gatwick-Crawley Hotel is located just 15 minutes from Gatwick Airport & less than 10 minutes from J/10 of M23. We offer onsite parking for residents at a rate of £7 per day. Three Bridges & Crawley stations are walking distance & offer's easy links to Brighton, London & beyond. Crawley Town center with selective shops and restaurants is at pleasant walking distance. Buses go to Gatwick and Crawley including Manor Royal. Ideally situated for both leisure & business travelers the hotel has Free Wireless Internet access in all areas. All bedrooms offer TV with free view satellite channels, telephone, tea & coffee facilities, and hairdryer, dry cleaning & power showers. Complimentary continental buffet breakfast with selective hot items served for all guests. The Holiday Inn Express Gatwick Crawley has a well equipped meeting room seating up to 25 people, rates starting from just £85. Local attractions include The Hawth Theatre. K2 Leisure Centre. Tilgate Forest Golf Course & County Mall Shopping Centre. You could also visit the nearby Hever Castle, the birthplace of Anne Boleyn. Biggin Hill. Chessington World of Adventure & Thorpe Park,Nearby Towns include Horsham, East Grinstead, Haywards Heath, Reigate & Redhill. Adjacent to the hotel is the Harvester restaurant, serving food from 12pm till 9.30pm, famous for their flame grilled steaks, spit roast chicken, and salad cart. This is a non smoking hotel but with designated area for smokers. Hotel has air-conditioned Bar with flat screen TV and satellite channels which also serve snacks. ... more   less 
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Also Known As:
Holiday Inn Express Gatwick-Crawley Hotel Crawley
Holiday Inn Express Crawley
Holiday Inn Crawley
Crawley Holiday Inn
Holiday Inn Express London Gatwick-Crawley West Sussex

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