I cannot begin to express how awful our experience of the Cambridge Hotel, Gatwick Airport has been. From start to finish, we were disgusted. We arrived at the hotel to drop off our car before our holiday and asked for a transfer to be arranged, we were assured we would be picked up in 10 minutes and could we please wait outside! After 30 minutes of standing in the cold and wet we were finally picked up.
After a two weeks holiday, we arrived back at the hotel at 2am, hoping for a peaceful night’s sleep before our 4 hour journey home. If you are allocated room number 50...REFUSE! It is just awful. The room stank of damp and smoke. There was only one pillow each and the mattress was about as comfortable as the floor, the room we had booked was a triple room but only got given a double room with a small camp bed wedged in at the bottom of our bed, and we had to put our suit cases in the bathroom as there was no room.
When went to reception and explained what had happened, no different room was offered and told that Holiday Extra had over booked the triple rooms. We booked directly with the hotel as we thought that in case we had any issues this could be addressed easier, but clearly we were wrong!
Instead of dealing with my complaint, I was told I would need to contact the manager in the morning, no apologies were made what so ever. It was as blatant as either leave now or put up with what you have got. As it was by now 03:00 and had a small child we decided to stay. Whilst we were in reception another guest came in, raising concerns on where is car was parked and the potential damage it may cause as it was parked halfway under a hedge!
Since I have tried to contact the Manager but had to make 21 calls to get a response, even after saying we will report the standard of the room to trading standards he was not bothered but after a lengthy call he said ok I will refund you, but I will take it out of my staffs wages which I found a very strange comment, but after a few days I received £40 instead of the agreed £93.
This hotel is dirty, dated and has no customer service skills! We will never again stay here and I strongly advice anyone not to do so either.
- Official Description (provided by the hotel):
- The Gatwick Cambridge Hotel is a Grade II listed characteristic hotel located near Gatwick Airport, built in 1858 by Grand Prince George, with many Victorian features beautifully restored. We offer bed and breakfast facilities with on-site Gatwick Airport parking at an excellent value. The hotel offers 24-hour transfers to and from Gatwick Airport at a cost of £3.00 per person each way. The hotel hosts the highly acclaimed Kemal Restaurant, which serves the finest Continental and Mediterranean cuisine at its best. ... more less
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- Also Known As:
- Gatwick Cambridge Horley
- Hotel Gatwick Cambridge
- Gatwick Cambridge Hotel Horley, Surrey