Hotel Holiday Inn Gatwick Airport

Only negative was the morning bus transfer to airport. Late arrival and almost full, not enough luggage space for the many large suitcases and driver did not 'take charge' of boarding and also no announcement of which terminal we arrived at first...complete chaos trying to get off.

Straightforward check in with pre paid voucher 2 mins

As an overnight stop over between flights it was great, really easy to get to and from the airport, comfortable and friendly.

We were charged for 2 sweets even though we had only ordered 1, when we pointed this out (before it came) we were told it was too late to change and we would have to have the 2, which we were given (and didn't eat).

Very pleasant reception staff-keen to please

Lovely hotel with helpful staff and check in was speedy. We had prepaid and all details were speedily found. Bar was full but service was speedy - although prices were slightly high.

We were offered a ground floor room or a higher floor. We chose a gorund floor room but were very disappointed to find it was a disabled room and the facilities were at inappropriate heights for both of. We didn't complai at the time as we arrived late and had an early flight to catch and wanted to sleep.

Location of hotel to airport is great and there is a shuttle service although not a courtesy one.

Tesco is very close (3 min walk), and it is fairly big.

Very good quality room. Surprisingly quiet hotel considering its location and that people must be checking in and out at all hours. Good screening from the busy road too. The sign in reception saying that staff are empowered to take decisions to help customers and that this decision will not be challenged indicates a positive attitude to customer service. The member of staff on duty was friendly and helpful too despite it being the early hours!

Hidden costs are the main negative. VAT is not included in the price quoted online, neither is breakfast. I am sure the information is there somewhere otherwise the site would be breaking the law but it is not prominent enough and the site is therefore misleading. Also, the "courtesy bus" actually costs £3 each way which does not match my definition of a "courtesy" vehicle.

The young man at check-in was arrogant and unhelpful, and when I rang to the desk to ask for an early call my request was treated very brusquely. When, as instructed, I tried to set an alarm call through the television, I could not do so because the numbers on the manual were no longer legible, and because the system for setting the time was in any case non-user-friendly and too quick. What my wife and I look for in a hotel is not only a clean and pleasant room, but friendly and polite service and sensible and easy arrangements for all our practical needs. As to price, we prefer hotels where the breakfast is not a rip-off. That is, where it is included in the price of the room and not a major extra expense. Or where, if it is a separate charge, there are at least separate rates for English Full Cooked and Continental. So all in all, next time we travel through Gatwick we shall try one of the many other hotels available.

The check-in staff was extremely helpful

the wake up procedure on the tv was a bit mystical!

good service and excellent food

Efficient