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“Over-priced, bad service, poor food.”

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Sofitel London Gatwick
Ranked #2 of 28 Hotels in Crawley
Certificate of Excellence
cornwall
Level 6 Contributor
136 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
“Over-priced, bad service, poor food.”
Reviewed 5 August 2014

We were recommened this hotel from our tour operator. We were travelling from Gatwick for the first time. Our train shuttle was simple and flowed into the terminal. We couldn't see the signs for the Hotel clearly, tho this may have been us. The staff near this area were less than helpful. Finally we get there. The walk down to the hotel was very plush and pleasant. It looked very impressive. So top marks for the hotel up to now!!!!!! We were swiftly booked in and followed directions for our room. On entering there was a massive window with FAB views for our child who loves to watch the planes coming and going. We then noticed there was NO bed for our son. We rang reception SIX times to no answer. The room was very small and we couldn't possibly see where the bed was going to go.????
We didn't unpacked the overnight bags as we expected to move rooms. We all made for the reception, we explained we tried to ring them 6 times and the reply was "oh we were busy". We calmly explained our situation and the lady said its ok we will have a bed moved into your room. We explained there was no room and she replied "oh there is, lol".
We decided to go to the bar for a drink. Oh my goodness, £6:60 for a pint. We never paid that on a cruise or an international sports game. We were shocked but had to pay it. What else can you do. We had our drink and left to see the bed in place!!!!! It was placed smack bang in front of the window in front of the chair and we could sit in the chair or move around the main bed without clambering over the double bed. Absolutely ridiculous.
We kept cool and went to get some thing to eat. There was a good selection of eating and drinking. We decided the expensive prices were not going to spoilt our hols. Bite the bullet and pay up.
Our son ate from the Kids menu and we ordered from the normal menu. We had eaten our starters and were still waiting for our drinks and wine. Our main meals were just ok. Our sons main meal should have come with the starter it finally came out after we received our main. For goodness sake its was a pizza. We complained to the waiter and he said "so sorry" he was rushed off his feet. He offered us a free glass of wine though we had only just received our bottle!!!!!!. We got our lovely desserts promptly and they were lovely. We are still awaiting our free glass of wine!!!! So we are at the end of the meal and hubby asked for the bill. He went to pay without checking the bill. On checking it. We were booked in for meals inclusive and this was clearly NOT taken off the bill. We again went to reception. They said would sort it by the morning. Why they couldn't do this then and there I really do not know. We had a lovely night sleep and packed and ready to go went to sort the previous night bill out. Too our astonishment they asked us to pay the whole bill and they would refund the inclusive meals onto our card asap. We were totally astonished. We had to leave paying a higher price. We explained to the lady at reception our concerns she was not bothered in the slightest and just replied "sorry". I would never stay here. Pathetic standards with toooo high price. One of the hotels next door will be our choice and we know the standards and the price is worth it.
Well we had a grt night sleep

Room Tip: only don't stay here if you expect good value and quality service and decent food, as we certain...
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  • Stayed July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
4 Thank CornishJedi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, Manager at Sofitel London Gatwick, responded to this review, 22 October 2016
Bonjour Cornishjedi,

Thank you for taking time to review your experience on TripAdvisor.

We look forward to welcome you back in the near future.

Sincerely,

Guest Relations Department
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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  • Cleanliness
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TETNEY
Level 3 Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 5 August 2014

Had a one night stay here, before catching an early morning flight. Highly recommend this hotel- no noise at all-even though only a short walk from the terminal. Fantastic service at reception, excellent restaurants, wonderful room etc. It was a lovely relaxing start to our holiday flight. We left the car in their care(all inclusive), which was driven round to us on our return journey. The biggest benefit was that it is only a short walk from the hotel to the terminal- and all under cover!

  • Stayed December 2013, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank VALERIE C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, General Manager at Sofitel London Gatwick, responded to this review, 7 August 2014
Bonjour Valerie C,

Thank you for taking the time to tell us about your experience at the Sofitel London Gatwick.

I was glad to hear that you were pleased with our hospitality and accommodation that we provide in the hotel and I will of course pass your kind comments to our ambassadors and praise them for their hard work.

We look forward to welcoming you back to Sofitel London Gatwick.

Sincerely,

James Berry
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Southampton, United Kingdom
Level 6 Contributor
202 reviews
79 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
Reviewed 5 August 2014

What can I say the hotel just keeps getting better, nice room, very friendly staff, easy car drop off and collection walk straight to departures? Thanks again for making the start of our holiday so special.

Room Tip: No need all rooms are good if you are a light sleeper then ask for a room away from the mono rail.
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  • Stayed July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
Thank Martin G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, Manager at Sofitel London Gatwick, responded to this review, 22 October 2016
Bonjour Martin G,

Thank you for taking time to review your experience on TripAdvisor.

We look forward to welcome you back in the near future.

Sincerely,

Guest Relations Department
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
Level 4 Contributor
31 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 5 August 2014

My fiance and I stayed at Sofitel the night before our flight and we loved it! The room we stayed in was small, but just what we needed for the nights stay. We loved how close it was to the terminal, and it was so easy to access everything and get around. If we fly into Gatwick again we will definitely stay again! The restaurant is very nice, but a little pricey, just something to keep in mind if you are traveling on a budget! We travelled a couple weeks before Christmas, so the hotel was so charming, with all the decorations!

Room Tip: We just took a standard room and we were not disappointed! It was perfect for what we needed!
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  • Stayed December 2013, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Grato9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, General Manager at Sofitel London Gatwick, responded to this review, 6 August 2014
Bonjour Grato9,

Thank you for taking the time to post your feedback regarding your most recent visit to our hotel.

I was delighted to hear that you had an enjoyable stay and I will of course pass your kind comments onto our ambassadors as I’m sure that this will encourage them to keep up the hard work!

Thank you for your comments and I look forward to welcoming you back to the Sofitel London Gatwick very soon.

Kind regards,

James Berry
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
cheshire
Level 4 Contributor
29 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 4 August 2014

Conveniently located so that you just walk over to he North Terminal. Lovely, clean, spacious rooms. Surprisingly quiet, lots of people coming and going, great place to people watch would definitely stay again.

Room Tip: I would choose a room looking into the quadrant for quiet
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank familyfun05cheshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, Manager at Sofitel London Gatwick, responded to this review, 22 October 2016
Bonjour Familyfun05cheshire,

Thank you for taking time to review your experience on TripAdvisor.

We look forward to welcome you back in the near future.

Sincerely,

Guest Relations Department
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Newark, New Jersey
Level 5 Contributor
85 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
Reviewed 4 August 2014

I am a much travelled customer through Gatwick, This hotel used to be great, sadly it has slipped badly, arrived late (11pm) after a long and delayed flight, had an executive room with club access - this was closed, no mini bar and no food at this time. The bar did eventually get us 2 drinks, £26 for 2!
The room was fusty, tired and lacked toiletries and I was left asking where is the executive part here, the ac was noisy and did not work well. Morning breakfast struggled to get a quick coffee, no take away option before getting an early start for central London meeting.
The final sting was to charge an EXTRA £16 for parking my hire car for 6 hours! No Wifi access working, and no help with luggage - Front desk manager was rude and arrogant and said that was these were policies, the whole thing nothing executive, none of my colleagues will now use this hotel simply because of arrogance and this is a premium price with little or no service and standards slipped badly.

Room Tip: Use another hotel in gatwick
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  • Stayed August 2014, travelled on business
    • Value
    • Location
    • Service
Helpful?
4 Thank AngeliaJolie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, Manager at Sofitel London Gatwick, responded to this review, 22 October 2016
Bonjour AngeliaJolie,

Thank you for taking time to review your experience on TripAdvisor.

We look forward to welcome you back in the near future.

Sincerely,

Guest Relations Department
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sunderland, United Kingdom
Level 2 Contributor
7 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 3 August 2014

Excellent hotel when you've got an early flight. Rooms are spacious and comfortable,. You'd think that it would be noisy overlooking the runway but no, well insulated and very quiet indeed. There's a corridor form the hotel to the North terminal so about 10 mins walk - perfect. Food and drink is quite expensive but you can't have everything.

  • Stayed July 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank Jimmy T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sofitel_LGW, General Manager at Sofitel London Gatwick, responded to this review, 4 August 2014
Bonjour JimmyT,

Thank you for taking the time to review your recent stay with us.

I was very happy to hear that you found the location of the hotel convenient for access into the North Terminal and you were able to have a comfortable nights stay prior to your flight.

I do hope that we have the pleasure of welcoming you back to the Sofitel London Gatwick very soon.

Regards,

James Berry
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 Sofitel London Gatwick

Property: Sofitel London Gatwick
Address: North Terminal, Crawley RH6 0PH, England
Phone Number:
Region: United Kingdom > England > West Sussex > Crawley
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#1 Luxury Hotel in Crawley
#3 Romantic Hotel in Crawley
#3 Business Hotel in Crawley
#4 Family Hotel in Crawley
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Sofitel London Gatwick 4*
Number of rooms: 518
Official Description (provided by the hotel):
An established, four-star luxury hotel uniquely located within Gatwick Airport, Sofitel London Gatwick boasts world-class services and amenities, which include various dining options and extensive meeting and event facilities. The hotel offers eight-day or fifteen-day Park & Fly packages available at the airport the day before check in. The hotel is 30 minutes by Gatwick Express from central London and all its attractions. ... more   less 
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Also Known As:
Sofitel London Gatwick Hotel Crawley
Sofitel Hotel London Gatwick
Sofitel Hotel Crawley
Sofitel Crawley
Crawley Sofitel
Gatwick London Sofitel
Gatwick Hotel Sofitel
Sofitel London Gatwick Crawley, West Sussex

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