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Premier Inn London Gatwick Airport (North Terminal) Hotel
Ranked #1 of 28 Hotels in Crawley
Certificate of Excellence
Portsmouth, United Kingdom
Level 4 Contributor
40 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 72 helpful votes
“Utter chaos”
Reviewed 12 May 2014 via mobile

Saturday 10th May, 2014. We checked in online the day before to speed up the process when we arrived. We got there at 16:30 expecting to whiz through reception and up to our room but instead we were greeted by utter confusion. Due to a BT malfunction, their broadband was down and consequently, no booking system. One would imagine that they would have a contingency plan to set in motion should a disaster like this occur. Nothing of the sort. The staff were utterly overwhelmed and there was no senior manager around to take charge and organise. There must have been at least 40+ people trying to check in. Although there were quite a few staff around, only one was able to manually check in each individual customer and consequently, it was taking ages. The staff were trying to be helpful but they were each telling customers conflicting instructions so no one knew what to do and everyone was very confused.

I asked one young man for the name of the duty manager and where he or she was. He said his name was Kirk. I asked again for his surname and he replied that he didn't know what it was! I found this quite incredulous. How can he work for someone but not know his full name. He did say that although he should be on duty no one knew where he was. Finally, a member of staff took charge and organised two queues; one for pre paid and one for cash. As their booking system had completely failed, they were unable to take card payment at the reception, Costa Coffee or in the restaurant.

Having queued for 40 minutes, Kirk the duty manager finally put in an appearance. However, he was about as useful as a chocolate teapot. Although very apologetic, he looked totally bewildered and when I spoke to him his eyes were glazed over and looked akin to the saying of "there was a light on but no one home". He apologised then wandered off and we continued to queue.

It was just over an hour when we got to the front of the queue. This consisted of four members of staff crowded over a lap top. One then bellowed across the reception to another member of staff, some 15 to 20 feet away, for a double room number. She then mentioned to us that they were trying to find some walkie talkies but not sure where they were. After six times of asking, a room number was shouted back. Using a manual reader they were able to activate the card key for our room. More apologies were given. We said thank you and made our escape from the chaos.

Seeing that Premier Inn is a flagship enterprise of Whitbread PLC you would imagine that they would have procedures in place for these kinds of scenarios. Technology is fantastic when it works but when it goes wrong, generally it is a nightmare for everyone. The duty manager should have been on the floor from the outset; visible to everyone and seen to be organising. The staff were all very young and obviously with little experience but trying their best.

An hour or so later, we went back to reception to go to the Costa Coffee bar and the situation remained the same; huge long queues of very disgruntled customers trying to check in.

We use Premier Inns quite often and will continue to do so as they are good value and generally never a problem. This event was incredibly annoying and could have easily been managed far better with simple clear organisation. Had this have happened, customers would have been more understanding.

Also, it would have been pleasing to have received a formal written apology from Premier Inn. Many of those affected will have booked by email so the contact details would have readily been available. But of course, this simple gesture probably never occurred to them. After all, many of us had paid in advance so why should they care.

Stayed May 2014, travelled as a couple
Helpful?
3 Thank Susie2201
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WhitbreadHotels, Online Customer Service at Premier Inn London Gatwick Airport (North Terminal) Hotel, responded to this review, 14 May 2014
Thank you for taking the time to review your stay with us. At Premier Inn it remains our main objective to deliver a high standard of customer service in all our establishments and we do apologise that on this occasion we failed to achieve this. Please be assured that your feedback is very important as it enables us to improve standards. Please email your booking details including your reservation number to talktous@premierinn.com and we will follow this up with the Management Team. Thank you for taking the time to review our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Honiton, United Kingdom
Level 6 Contributor
148 reviews
64 hotel reviews
common_n_hotel_reviews_1bd8 77 helpful votes
Reviewed 12 May 2014

This Premier Inn does well what it's existence is for. Accommodate people too or from flights. The rooms are what you expect, clean but boring. Meal was good, bed was comfortable, staff friendly. We had a parking deal and for £108 eight days parking and one night which was a good price. The car was taken to a storage area some 2 miles away, where I don't know but all was well on its return.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Staghunt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
East London
Level 6 Contributor
254 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 113 helpful votes
Reviewed 12 May 2014

Perfect location in the North Terminal.
Clean, comfy. Nice new shower gel.
Friendly staff.
Why pay for the expensive hotels at the airport? You'd be mad!!!
Rooms cheapest at £49 booked in advance. Good deal.

  • Stayed May 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
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    • Service
Helpful?
Thank Sandrobear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guernsey, United Kingdom
Level 5 Contributor
53 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed 11 May 2014

Stayed here for one night en route back from a family holiday in Turkey. Arrived very late into Gatwick and checked in around 1.30am. Thankfully the check in process was very smooth with help on hand from a member of staff. We booked two rooms for our party. These were modern, clean and comfortable. All we needed for the short time we were there.

We had breakfast in the morning. This was good - again all we needed to set us up for the day. Nothing to complain about, great value for money and as this hotel is on site a really good option for travellers looking to break up a journey with flights into or out of the airport early or late in the day.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CISean
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Billericay, United Kingdom
Level 4 Contributor
46 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 11 May 2014

The hotel is only one minute from the North Terminal.We thought we would try it as we rarely sleep well before a flight so we felt there was nothing to lose. My wife is a very light sleeper but the next morning she commented that you have no sense of being at an airport.
Check in on line as it can be hectic on arrival.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Derek W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lutterworth, United Kingdom
Level 4 Contributor
34 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 11 May 2014

There is nothing worse than being stuck in London's traffic and stressing about missing a flight. There are no surprises with the hotel, it's a well known brand and you get a great nights sleep here. You are located right across the road from the North Terminal so location is perfect. There are other hotel that have a higher star rating close by but I selected this hotel for ease of check in. If you have dinner in the City and then head to the airport it works well. Rooms are soundproofed, functional and are ideal for one night.

  • Stayed April 2014, travelled as a couple
    • Value
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Helpful?
Thank sgeorge1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
wales
Level 5 Contributor
77 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 11 May 2014

Nicest premier inn I have stayed inn, parking for 15 nights and room dinner and breakfast for 3 £144- bargain , parking alone would have been £110. Parking was gatwick official valet parking across the road. 2 min walk to terminal in morning. Normally stay in Sofitel- not anymore. Room was large and very clean.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank molly_vanessa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Premier Inn London Gatwick Airport (North Terminal) Hotel

Property: Premier Inn London Gatwick Airport (North Terminal) Hotel
Address: Northway | Gatwick Airport North Terminal, Crawley RH6 0PH, England
Region: United Kingdom > England > West Sussex > Crawley
Amenities:
Restaurant Wheelchair access Airport Transportation
Hotel Style:
#1 Romantic Hotel in Crawley
#2 Family Hotel in Crawley
#5 Business Hotel in Crawley
Price Range (Based on Average Rates): £
Hotel Class:3 star — Premier Inn London Gatwick Airport (North Terminal) Hotel 3*
Number of rooms: 630
Official Description (provided by the hotel):
This Premier Inn is directly opposite the main entrance to the North Terminal, offering free transit to the South Terminal which takes only 2 mins. This new hotel is located within easy reach of the M25 and M23, providing a Costa coffee store, Thyme restaurant and bar, business lounge and express check-in. This hotel does not have its own car park however, parking is available at a discounted rate (19.50 GBP for 24hrs) for Premier Inn guests at the North Terminal short stay car park. This is payable at reception on production of your parking ticket. NOTE - Multiple hotels are located in the area, please ensure you have selected the correct hotel before completing your booking. ... more   less 
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Also Known As:
Premier Inn London Gatwick Airport (North Terminal) Hotel Crawley, West Sussex

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