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“Pleasantly surprised- shame about the staff!”

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Holiday Inn London-Gatwick Airport
Ranked #2 of 11 Hotels in Horley
Reviewed December 9, 2012

I booked an overnight stay at the hotel and it was far nicer than i expected.
We had to be at the airport for 3am and did not arrive at the hotel till 8pm the previous day. We booked the hotel room online and was releieved to find it was a 2minute taxi ride to the hotel as all we wanted was a place to lay our head so to speak. Upon checking in the female staff member was very inpersonal and appeared to be in a rush somehow. As we arrived we stipulated that we would have to be at the airport for 3am and asked about a bus service- she advised us of the times which i believe where every 30minutes which was helpful but she then proceded to offer us breakfast (starting at 7am)!! As we finished the check in procedure I asked if there was a smoking area within the grounds when she frowned at me and said "You have booked a Non Smoking room!" Of course i was aware of this which is why I asked about an outside area. I found this responce unecessary and promptly left the reception.
After the rude welcome we receieved we didnt expect to find much in the room but found that this was extremely clean, well presented, spacious and more than comfortable. We were very happy with our stay and it was just a shame the staff memeber we encountered let the hotel down as I'm sure the rest of the team would have been lovely.

  • Stayed: November 2012, traveled with friends
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Thank Lucebod
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Luke S, Manager at Holiday Inn London-Gatwick Airport, responded to this reviewResponded December 10, 2012

Dear Guest,

We are very sorry to hear of your dis-satisfaction with our staff member. We would like to have the opportunity to investigate this matter further to find out exactly what happened. Obviously, as you can appreciate this is a rare occurrence at our hotel and if training is needed by certain individuals we will provide this as a matter of urgency. If you could E-mail adrian.arnott@ihg.com with your details and details of what happened we would be most grateful.

Kind Regards,

Luke Sturman - Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,466 - 1,472 of 1,989 reviews

Reviewed December 8, 2012

We stayed one night at the property as an overnight stop for an early morning flight. We arrived late and consequently ended up with a room some miles away from the elevators which is a real nuisance when you have numerous bags. The reception staff were rude and not very impressive. On arrival 2 were smoking outside and only offered assistance with bringing bags into the hotel as an after thought. The reception process was interrupted twice by phone calls which at 1:00am is irritating, as is the hotels rude refusal to accept my Priority Club membership as I had booked the hotel through a third party. This should be corrected otherwise loyalty is not rewarded and there is sufficient alternatives in the area. Perhaps if the hotel was as competitive and flexible as the external booking agents this opulent happen! The room was adequate but no more than that with a small double bed, flat screen tv and limited storage space. The location is ok for the airport and is served by a shuttle bus that currently costs £3.00 and serves several hotels, south and north terminals.


Stayed: December 2012, traveled as a couple
Thank Hudson0605
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Luke S, Manager at Holiday Inn London-Gatwick Airport, responded to this reviewResponded December 10, 2012

Dear Guest,

We are very sorry to hear of your dis-satisfaction with our staff member. We would like to have the opportunity to investigate this matter further to find out exactly what happened. Obviously, as you can appreciate this is a rare occurrence at our hotel and if training is needed by certain individuals we will provide this as a matter of urgency. If you could E-mail adrian.arnott@ihg.com with your details and details of what happened we would be most grateful.

Kind Regards,

Luke Sturman - Operations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 4, 2012

Spent two nights in Holiday Inn Gatwick before flying back home.Hotel is well managed with spacious, tidy rooms.The staff is quite friendly and effecient. Airport shutlle (with very friendly driver too) is frequent taking you to both terminals within 10 mins. Overall, really pleasant and convenient place if using Gatwick airport, with lovely surroundings to explore: agricultural area, river and sleepy litlle town Horley.

Room Tip: Had a parking view room, but supose higher floor rooms have some nice views too.
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  • Stayed: November 2012, traveled solo
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Thank ivocro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 3, 2012

My wife and I stayerd here before a morning departure to the Caribbean. We booked through an intermediary company and the price for a double room suited us. We were happy to pay extra for the wholesome English breakfast that was provided in the morning, although it niggled us that there was an exorbitant charge for wi-fi access, so we didn't bother with that.
The decor, room cleanliness and attitude of the staff were all satisfactory; we ate dinner there in the evening, which we found expensive (e.g. £12.50 for a beefburger and chips). The wine was good but was also highly priced. The bus from and to the airport worked well and was on time. We felt overall that the good points outweighed the bad.

  • Stayed: November 2012, traveled as a couple
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1  Thank Seenoff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 2, 2012

We stayed at The Holiday Inn mainly because it was close to the airport and had reasonably priced rooms with 15 days parking compared to other similar airport hotels. The staff were friendly and efficient, the room was reasonable and the bar and coffee area welcoming. We ate in the restaurant and the food was very good (but also very pricey). Still, we were on holiday so decided to splash out. If you want to eat for less, there are numerous options just a short drive away. Shuttle bus to and from Gatwick was fast, efficient and frequent, and the car was ready for us on our return to the hotel. Overall, a nice way to start our holiday and we would be quite happy to stay there again.

  • Stayed: November 2012, traveled as a couple
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Thank bjmy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Luke S, Manager at Holiday Inn London-Gatwick Airport, responded to this reviewResponded December 3, 2012

Dear Guest,

We are very glad you enjoyed your stay and look forward to seeing you again in the future!

Kind Regards,

Luke Sturman - Operations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 30, 2012

Living in Cornwall, we usually stay the night before and in the return leg if flying long-haul. It is good old Holiday Inn standard - staff good on the whole but all in need of further training really but I guess not too many stay that long ..... The food is like good pub grub - last night the whitebait was limp and a bit uninspiring but the sausage and mash were excellent .... the breakfasts are always good with a good variety of choices - or just pig out time!!
The rooms are not as tired as they used to be - the charge for wi-fi is atrocious! £16 for 24 hours when most decent hotels provide it free nowadays! The wide-screen tvs are a big improvement. However, overall you get a night's rest .......

  • Stayed: November 2012, traveled with friends
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Thank David W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 30, 2012

Only stayed the one night, but the room was well equiped - more then needed for the one night, trouser press, tea/coffee, hair dryer, tv etc.
Food in the bar was very nice, but very over priced!

Though i must sing their praises, our flight home was delayed by 24 hours so I contacted the hotel to inform them (and with the time difference it was very early hours of the morning) and someone was very helpful arranging an extra days car parking. When we did get home and
collect the car there was no extra charge for the extra day so that was much appreciated.

Transfer to the airport was cheap, smooth and on time, so will definitely be using the hotels services again, but will eat out before arriving!

  • Stayed: October 2012, traveled as a couple
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Thank Dave_SM_UK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Holiday Inn London-Gatwick Airport

Address: Povey Cross Road, Horley RH6 0BA, England
Phone Number:
Location: United Kingdom > England > Surrey > Horley
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #2 of 11 Hotels in Horley
Price Range: $87 - $180 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Holiday Inn London-Gatwick Airport 3*
Number of rooms: 216
Official Description (provided by the hotel):
The Holiday Inn Gatwick Airport combines an excellent range of facilities and services for both the business and leisure travellers, including High Speed Internet Access, Conference and Banqueting facilities (for up to 120 delegates). Why not book Park, Stay and Go next time you fly from Gatwick. Click here.The Holiday Inn Gatwick Airport offers Exclusive Airport Parking / Long term parking packages with accommodation known as Park, Stay and Go packages. The Holiday Inn Gatwick Airport is ideally located at Jct 9a of the M23 and with easy links to the M25, A23 and A217, as well as being only half a mile from Gatwick Airport (with a shuttle bus running 24 hours everyday) and close to Manor Royal Industrial Estate. London is easily accessible from the Holiday Inn Gatwick Airport via the Gatwick Express to London Victoria leaving every 30 minutes. The Holiday Inn Gatwick Airport is an ideal choice if you are looking to stay in an Airport Hotel or looking for a hotel in one of the surrounding areas, for example, in Brighton, Surrey or even a London.Kids Eat & Stay Free**Terms and Conditions apply ... more   less 
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Also Known As:
Holiday Inn Gatwick Airport Hotel Horley
Gatwick Airport Holiday Inn
Holiday Inn Horley
Horley Holiday Inn

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