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“Decent enough room, diabolical service”

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Ibis London Gatwick Airport
Ranked #13 of 28 Hotels in Crawley
Reviewed 7 October 2013

Positives: dood location near Gatwick airport, room was reasonably clean and all things considered the room itself was good enough for the money.

However in my opinion these positives were badly let down and in fact overshadowed by the hotel reception staff, on several levels.
First, it annoyed me that their level of English was... poor...and that's being generous. I found that strange staying in a hotel in England.
Second, and far more serious in my opinion: I had just arrived in my room, ready to take a shower, heard people's voices on the corridor. I thought: maybe the staff had forgotten to tell me something or I had forgotten something at the reception desk. The next second I hear people entering my room. I was really shocked to see a couple (who were equally shocked) entering my room!

It turned out the receptionist had given them a key to my (!) room. Alright, everybody can make mistakes, but this was totally unacceptable in my opinion. Suppose I had not been inside when they entered. They could have taken my wallet, cash, passport, credit cards, just about everything. There would have been no signs of a break in since they had been given the key. And even though I was inside, travelling on my own, 2 totals strangers entering my room... If they had had bad intentions, anything could have happened.

I could have coped with a not very clean room, or an uncomfortable bed, or whatever.

Strangers not being given access to your room is the very least you can expect from any hotel, regardless how cheap it is.

About 15 minutes later I received a call from the receptionist. She said she was very sorry and that it would not happen again. My confidence in her had dropped a tiny bit to be honest. I told her I was very unhappy about the situation, and I asked whether I could store my valuable belongings in a safe, in a locker or in a safe place.
Unfortunately she did not understand the meaning of the word 'safe'. I was on holiday in England for crying out loud! I tried to describe and explain what I meant, using other words, but it did not help. After she said she was very sorry for the 7th time, I ended the conversation.

An hour later I went downstairs, the receptionist tried to attract my attention. I thought: ah, she'll offer me a free beer because of what happened. No, again she said was very sorry.
I went back upstairs. My room key did not work anymore... Great. Went back to the reception. She was adamant I had kept my room key close to my mobile, which according to her had caused the key to stop working which was not the case. Anyway she reset my key eventually, and I got to bed.

Did not have the greatest of night because of the noise from other rooms. Compared to the three star Ibis hotel in Brighton I stayed the nights before, the sound proofing was nowhere near as good. Never mind, it's a budget hotel.

6AM next morning, loud knocking on my door. Still being in bed I shouted: "yes"? No answer. Two minutes later: people banging my door again. I looked through the peephole. Two pesky kids knocking on everyone's doors...
Not the hotel's fault I admit. Not a great end to a not particularly pleasant stay either.

Mainly because of the staff at Ibis Gatwick, next time I will book an afternoon return flight from London Gatwick Airport instead of one in the morning and stay at Ibis Brighton instead, where I had stayed the three nights before incidentally and thoroughly enjoyed my stay.

  • Stayed: September 2013, travelled solo
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1  Thank HvdB19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Dear guest,

Thank you for taking the time to tell us about your stay at the ibis London Gatwick Airport, but I was very disappointed to hear that your experience did not meet your expectations. Please allow me to express my sincerest apologies.

At ibis, we strive to provide a superior service experience for every guest and your feedback is very important to us. I would like to confirm that we are taking the appropriate measures to address your concerns and prevent future occurrence.

We are currently investigating your claim and I invite you to contact us on h1889-fo1@accor.com to discuss this claim further.

We apologize again for the experience encountered and can assure you that it does not reflect the normal high standards of service we provide.

We appreciate your feedback, and I hope that you will give us the opportunity to welcome you back to the ibis London Gatwick Airport and provide you with a genuine hassle-free experience.

Yours sincerely,

Emmanuelle Jugon

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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1,186 - 1,192 of 2,195 reviews

Reviewed 7 October 2013

  • Stayed: October 2013, travelled on business
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank orly3
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 7 October 2013

We stayed at this hotel just for a one night stopover at what we considered a very competitive rate of £51 for a twin bedded room only.
We found the hotel very comfortable and clean through-out. There was a small bar which doubled As a cafe/breakfast room complete with a large screen TV. The bed room was spacious and had all that was needed, especially the tea/coffee making facility, wall mounted flat screen TV and Internet keyboard. The bathroom was exceptional with a very large walk in shower complete with toiletries, loo and washbasin.
We were very pleased with the hotel and our only gripes were the fact that there is a £5 overnight parking charge and the breakfast charge of £8.99 for the full English. The choices available were quite good although the 'hot' food was not all that hot. A better food warmer would improve this.
The hotel is within about ten minutes drive to London Gatwick and the hotel does provide a shuttle service to the airport at a charge of £3 per person.
We found the staff very helpful and courteous and we have no complaints save the points made above. We would recommend this hotel , especially at the rate that we paid, and certainly have no problems staying there again in the future.

  • Stayed: October 2013, travelled as a couple
    • Value
    • Location
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Thank jaykay66
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Dear guest,

We very much appreciate your comments regarding your stay at ibis London Gatwick Airport. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Yours sincerely,

Emmanuelle Jugon

General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 October 2013

This is one of those "it does what it says on the tin" hotels, its clean, comfy and all you need for a short stay. We stayed here after flying in from belfast before we flew to Egypt and then also on the return journey, check in was quick and easy, and the rooms are very clean with a really cool pod bathroom! The only one thing i would say was that when we stayed on thurs 3rd oct the hotel was like a sauna!!! the aircon doesnt seem to work in the rooms which is a shame as the little window didnt cut it! but all in all its a fair hotel, with a great price tag.

  • Stayed: October 2013, travelled as a couple
    • Value
    • Location
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    • Cleanliness
    • Service
Thank joeby808
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Dear guest,

We very much appreciate your comments regarding your stay at ibis London Gatwick Airport. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

I passed on your comments regarding our air cooling to my Maintenance engineer for future improvement.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Yours sincerely,

Emmanuelle Jugon

General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 October 2013

Checked in at 11PM for an overnight. The hotel transportation airport return for 2 was 12 GBP. Last morning bus for airport or train station was 10:30 AM. The room was small with just the very basic amenities. An open window brought in the jet aircraft noise. A fan only brought in warm air.
The breakfast buffet in the morning was not very good. (the Heathrow IBIS is like day and night. The food there is great at half the room rate!) The scrambled eggs at Gatwick were hard and overcooked. The dining room is in the lobby! There was a large TV blaring a TV program with families fighting a la Gerry Springer British version. Gatwick Ibis price 106.90 GBP vs. Heathrow Ibis (an excellent hotel) price 63 GBP. That's if you book at the last minute. I would not stay at the Gatwick hotel again but I would stay at the Ibis Heathrow airport.

  • Stayed: October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Thank tommio2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Dear guest,

Thank you for taking the time to tell us about your stay at the ibis London Gatwick Airport, but I was very disappointed to hear that your experience did not meet your expectations. Please allow me to express my sincerest apologies.

At ibis, we strive to provide a superior service experience for every guest and your feedback is very important to us. I would like to confirm that we are taking the appropriate measures to address your concerns and prevent future occurrence.

I passed on your comments regarding our breakfast quality to my Food and Beverage Manager for future improvement.

We apologize again for the experience encountered and can assure you that it does not reflect the normal high standards of service we provide.

We appreciate your feedback, and I hope that you will give us the opportunity to welcome you back to the ibis London Gatwick Airport and provide you with a genuine hassle-free experience.

Yours sincerely,

Emmanuelle Jugon

General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 October 2013

  • Stayed: September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank stefelys
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 5 October 2013

This is a really great low cost hotel if you need to stay in transit to fly out early the next day.
The cleanliness is amazing. My room was very comfortable and almost like new.
For tourists who want to just spend their days rather than nights in London this would serve as a good base. The low cost and the daily travel card from Gatwick would still be much cheaper than the very expensive hotels in London, just a thought.
There is a bus stop just across the road from the hotel 2 pounds to Gatwick.

Room Tip: Very good transit hotel but maybe even a low cost base. Ask for a room at the back as there is road...
See more room tips
  • Stayed: October 2013, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Nick R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ibis1889, General Manager at Ibis London Gatwick Airport, responded to this reviewResponded 16 October 2013

Dear guest,

We very much appreciate your comments regarding your stay at ibis London Gatwick Airport. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Yours sincerely,

Emmanuelle Jugon

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 Ibis London Gatwick Airport

Address: London Road | County Oak, Crawley RH10 9GY, England
Region: United Kingdom > England > West Sussex > Crawley
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Wheelchair access
Hotel Style:
#9 Romantic Hotel in Crawley
#10 Business Hotel in Crawley
#11 Family Hotel in Crawley
Price Range: £49 - £107 (Based on Average Rates for a Standard Room)
Hotel Class:2 star — Ibis London Gatwick Airport 2*
Number of rooms: 141
Official Description (provided by the hotel):
Ibis London Gatwick Airport is ideally located less than 5 min from all terminals (private shuttle from 5 a.m. to 11.30 p.m. on request), M23 (Jct 10), links to M25, A23 and A217, walking distance from the Manor Royal industrial estate (training centre,Oxford Aviation Academy, Virgin Atlantic base), 30 min by train from London (Gatwick Express), and 45 min from St Pancras international station. All rooms offer ensuite with shower, high speed internet, airport parking (long and short term). ... more   less 
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Also Known As:
Ibis London Gatwick Airport Hotel Crawley
Ibis Hotel Crawley
Accor London Gatwick Airport
Ibis London Gatwick Airport Crawley, West Sussex

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