Staying for the night before setting off to Florida, makes the holiday start in style. The staff…read morewere very professional and helpful on check in (Lelly). The room is nice and has everything you need and if you book in advance very reasonable.

Hotel is smart and nicely decorated. Tries to be posh. Service at the Le Cafe food place was very…read moreslow and not very attentive. Took 20 mins for our drinks to arrive. Food was ok. Would have expected free wifi also. Rooms are fine. Nicer than Holiday Inn.

So I've stayed here on two occasions within two weeks and I received a excellent experience the…read moresecond time but I don't want to ignore the service I received the first time as that was also good! So last Saturday was the first time I stayed the night here and I managed to find free parking outside the main entrance and was greeted by friendly staff and offered some help taking my luggage to my room. The only downfall at that point was there are no lifts and the directions need to be clearer as I felt I was in a maze . Once inside my room there was a lovely amount of space, a sofa bed, a double bed, a desk area as well as a table and surprisingly a fridge! Unfortunately my fridge wasn't working and a member of staff had to double check this and offered a bucket full of ice! Being a IHG member I had complimentary wifi! The only down fall was there wasn't any ceiling lighting only lamps which made the room a little dark. Now my second visit was amazing, once again I managed to get free parking outside the main doors and greeted by friendly staff at reception where this time they knew I was a IHG member and offered me a sweet from their basket and offered help with my luggage to my room! Only probably this time I ended up walking for ages and the receptionist could have told me to walk to the other stair case as I ended up walking around the building. The room was equally as exquisite as before but this time the fridge was working! Being a IHG member I was also offered a 2pm complimentary late check out which was appreciated and I ordered room service and I had spent £30 for a three course meal but the food was slightly cold but was very tasty! I have to admit reading the previous review had put me off booking here but they have redecorated the bathrooms and the sofas have a bit of wear and tare but it's value for money.

Dirty room, broken phone and our complimentary water was a child sized bottle of water and one mars…read morebar to share between 2 people. I asked for another chocolate bar for my daughter as she doesn't like mars bars and was told that is the only option. The receptionist had to clean our room as there was no cleaner available. She didn't seem at all shocked about the dirty room and just smiled and responded with "okay I'll have someone come up and clean it for you". No surprise or shock so I'm assuming this isn't the first complaint.

We stayed one night the day before a flight out of Gatwick. This is a decent hotel…read more Pros: The room was quiet They set up two single put-up beds for my kids A full buffet breakfast with plenty of choice that was tasty Hot chocolate mix in the room along with coffee and tea Plenty of USB charger ports in the room Cons: Bathtub drain barely drained Soap in dispenser in bathroom wasn't thick enough, so it flows all over the countertop. Lots of loud music in the lobby and restaurant area which was stressful Restaurant flow was confusing - sign indicated wait to be seated, but no one was there to seat us. So I got in the queue to order, only to find I couldn't order without a table number. WiFi is a joke - only 30 min for free, and the speed is mid 1990s dial-up. No signage or walkways from the bus stop. We walked in the road leading to the hotel parking lot, which isn't safe. The bus going to the terminal isn't free.

What a horrible experience! First they didn't tell us the were in remodel mode when we booked our…read moreroom reservation. As you can see there are no tables, stands for luggage, no phone in the room (or any rooms), no hair dryer in the bathroom or sleep room no drawer and no night stands. This is a low class bare bones no frill garbage facility. If I would have been informed I would have booked a Marriot, Holiday Inn or Premiere Inn room and about the same price. Do not I mean do not book here you'll be extremely disappointed and even mad! On top of that both our rooms keys didn't work several times and we had to get new ones.

I stayed there with a friend in a twin room this Saturday just gone.. It was perfect for two…read moreyoung(ish) guys who needed somewhere to crash after a stag do. We paid £65 for the two of us sharing a room which included a fried breakfast Some of our friends stayed in a chain hotel down the road and paid something closer to £100 per room not including breakfast. The owners were ever so polite, friendly and accommodating, even when my friend broke their shower! The room we stayed in was small, however this is wasn't a problem because we were only staying one night. They also appeared to have larger rooms which would accommodate someone staying for a longer period. The bedroom was immaculate, as was the rest of the house I think possibly they have very recently refurbished the bathroom and kitchen as they looked new. I had a lovely nights sleep, and although we got back to the B&B at 02.30 in the morning, the owners very kindly gave us a key to quietly let ourselves in. Overall a lovely, clean place in a quiet area that benefits from a personal touch that is sadly missing from larger places. Almost a shame that I have no more nights in Guildford planned!

We booked a double and a single room for 2 nights; to cut it short, we arrived late but caretaker…read more(when she arrived 10 minutes later) could not find the keys to let us in the house, three attempts later we found the double room had ancient bed linen on the duvet and we felt dirty even sitting on the bed never mind climbing into it. The furniture was from the 1970s with a well worn, leatherette parker knoll chair, a stand alone shower cubicle stood against the wall and the TV was the smallest one ever seen. The general feel of the room suggested an air of a very unloved OAP who had been put out to pasture in the local nursing home some many years before. The single room, was located in an adjacent property, go figure! The room's main light fitting did not work so it was not possible to even see the bed and state of the room never mind view the TV or drinks facilities. The bathroom was shared and the kitchen looked like it had seen better days as well.

This is, by far, the WORST hotel experience I have ever had. The hotel's policies are secretive and…read moremanipulative. We even suspected this may happen and asked for clarification, to which we were given a false answer. We check in, and we ask where the car can be parked. They give us directions to the car park. Before going, we ask a very specific question. "Are we able to go in and out of the car park freely?" We are told yes, as long as we validate the ticket every time we leave. Kind of a pain, but fine. After being parked for 2 hours, it's time to use the in and out privileges and visit friends. We go to validate the parking ticket. Then we're asked to wait while they get a manager. Turns out, because we hadn't been parked for 3 hours (but had been for over 25 minutes), there was a mandatory fee to Gatwick Airport of THIRTY POUNDS. That's not free in and out privileges. The managers sat and explained their policies, fine, but they made no reconciliation for this. We asked if there was a cost to the consumer for entering and exiting the parking lot, we were told no. The hotel knew full well that they owned a car park where the only entrance and exit was within a toll zone. When asking for directions, they told us where to turn to avoid the toll. Turns out you don't avoid it if you have a life. This is not a difficult situation. The hotel could be upfront about costs to their customers. They can argue all they want it wasn't their fee, but they bought a car park somewhere customers do have to pay more. And they knew that. When asked how the car park works, they had the opportunity to apologize for a fee outside of their control and let the consumer know. They failed. There is never a reason to tell your customer something untrue. When we asked where we can park, the answer wasn't "if you're using hotel parking, it's the first right and left." It was, let me come show you where to go. We had no opportunity to even choose to use this parking lot was never provided. This is on top of initially checking in and receiving a room with water leaking through the roof, water damaged carpet floor, and mattresses stained with blood. If you can find any other hotel or accommodation, take it. This is written on hour 2 of my stay. I dread the next 40 hours. They have staff out helping take customers to their rooms (without a concierge, so for free). Don't be fooled by this veil of friendliness. It is to rush you to your room with stained beds and towels and huge accumulations of dust by the tv and bed frame. This hotel's deception meant either paying a 30 pound fine or being 75 minutes late to a meeting. Thanks a lot. (More written after longer stay): Yep, it got worse. Family member tripped on leaving the elevator because it was significantly misaligned. 2/3 hand towels were dirty. Counter was dirty. Shower head is very short, and it's designed to be very difficult to get in and out of. For an airport hotel that knows most people will travel with luggage, there was shockingly few spots to put the luggage. The walls are thin and you can hear your neighbors and service all night. The mattress stains were worse than previously thought, and a pillowcase was dirty. Just wow.

This is my 4th time staying at this hotel. Unfortunately, this time I had to move rooms due to the…read moresewage stench coming from the bathroom (room 222) it smelt like a rotten gas. I called reception and they quickly moved me this was at 2145pm. My next room was all good until I took a shower in the morning - the water did not drain anywhere hence it literally started pouring onto the bathroom floor (room 530) I quickly stopped the shower and used all the towels to stop it from going in the bedroom. All of this prompted me to check if My booking rate was radically different than booking directly through the hotel - hence a bad batch of block rooms - to my surprise the rates are the same and booking directly includes a free breakfast. So what up Sofitel Gatwick? On a good note bed is comfortable, Rooms are clean and the noise level is decent. Good room service and great concierge. Thank you for moving me. Would I stay there again? Not sure.

There is something very wrong with the air conditioning system at this hotel. The first room I…read morewalked into, I was hit by blazing heat and immediately called the front desk and had to change rooms because the meter was not working (room 411). The room should not even be in service for gas. Secondly, I was moved to room 509 which did not have the stifling heat factor, but the air conditioning still was not satisfactory. As a result, they had to bring me a fan. Needless to say, my sleep was interrupted throughout the nights due to the Warren of the room. The manager was very kind and provided me with one complementary cocktail at the bar for the inconvenience. In addition, when housekeeping came to clean my room, they were removed the wash face cloths and did not replace them. I called down to the front desk to see if someone could bring me a couple up, and the employee told me that I could either come downstairs and get them or that housekeeping would be open again in the morning. I told him that I was undressed and could not come down. He then brought up two hand towels, and when I told him that I needed face cloths, he told me that was all they had. Needless to say, I had to take a shower with a massive hand towel. The next day, upon returning to my room, housekeeping had not left face cloths again. I had to go downstairs and get them. I don't know what the issue is at this hotel with that. Nonetheless, there is a mini refrigerator in the rooms, my new room was 509, but they do not keep items cool at all. Therefore, if you go and get ice from the bar area. (says there are no icemakers on any floors in this hotel), there is no way to keep it frozen. Also, their elevators are extremely small and narrow, and don't work all the time. If you have more than three people or two people with luggage, that is all that will fit in them, and they are very slow and only work some of the times. Furthermore, I requested a late check out and was told that noon was the latest they could do without charging me an additional fee. I would've thought that given everything that went wrong with my stay, they would've accommodated my 1pm check-out request, but they did not. On a positive note, the hotel is in a great location and there is tons to do in the area. My colleague parked car. They are so be aware that there is no in and out privileges. Once you park, your car must remain parked, or you will be charged again. This doesn't make very much sense to me. I believe there are other parking structures in the area that are cheaper and more flexible so you might want to check. Needless to say, when I return to my office in the area, I will definitely plan to stay elsewhere. I need to sleep comfortably, have a cool room, and expect great customer service.

Stayed here for work. Nice lobby. Friendly staff, great buff set breakfast, quiet rooms. Location…read moreso walking distance to restaurants and a mall. Not far from a train station either. My only complaint would be no fridge in the rooms Complimentary bottles of water in the room. Greeted with a hot cookie. No wait for a room.