On our stay 091024 check-in friendly & welcoming Food good, relaxing atmosphere Lovely Russian waitress, very friendly and helpful Great comfy beds and soft pillows

Gentleman who checked us in was polite but not friendly (191024) We were booked in for breakfast however inbound flight delight by 4 hours. I emailed in advance to inform of late arrival & request breakfast in room (no reply). On arrival asked for breakfast in room and told ‘no’ I think we could have been offered pastries and fruit if nothing else. For a hotel of this standard I’d expect a little more flexibility & customer service

The Front Office team, in general, was very helpful and friendly! Unfortunately, I didn’t catch his name, but I believe he is a manager—the gentleman who wore a suit (blue on one evening and black on another). He was incredibly helpful and friendly, going out of his way to assist us with a small issue. His efforts went far beyond our expectations! Additionally, Aslam at the bar was absolutely outstanding. His attention to detail was exceptional, and his service was the best we’ve ever experienced. Truly top-notch!

We were not informed before check-in that if we didn’t pay the deposit, any incidentals would be charged directly. This lack of communication caused an issue on our first night when we dined at the Italian restaurant. I hadn’t brought any money or cards, assuming we could charge the meal to our room. However, the waiter informed us that we had to pay immediately. When I returned to the room to get cash and paid the bill, the waiter ran after us, questioning the money because it was issued by the Bank of Ireland, even though it was valid currency. I understand they have procedures to follow, but his reaction was excessive and made me feel as though we were being treated like criminals over a simple currency issue. It was an uncomfortable and unnecessary experience.

Location is absolutely amazing! Right next to the terminal, it took us minutes to get to the check-in counter. Every member of staff we encountered was fantastic and very helpful. We were celebrating our 10th anniversary and they kindly upgraded our room - a very welcome surprise! Facilities were clean and modern, the restaurant we had dinner at had great food and service, and the rooms were very quiet. We had a great view of the runway but we couldn't hear anything from the outside which meant we had a good night sleep. The room itself was spacious and very clean, and the shower in the bathroom is "husband approved" - which is the highest compliment from him! We have a Disney World trip coming up in 2026 and I know we'll be booking a room here again :)

The location of this hotel is superb, with only a quick walk to departures via a purpose built enclosed walkway. The lobby is breathtaking when you enter first the first time. Both the bedroom and the bathroom were well designed and very clean. The television setup allowed Chromecast which made our stay more enjoyable.

The pillows were some of the worst we’ve come across, causing us both to have a bad night’s sleep. We elected to have room service for dinner, which was initially reasonable priced (including the £5 tray charge) until an unexpected additional service charge was added on top, this might have been appropriate however our food was delivered without cutlery (later rectified) and the cheese plate was missing the crackers.

Clean and spacious room and very comfortable bed. Breakfast was great too.

The housekeeping staff.. we had a knock on the door at 6pm when I went o the door the lady was already walking away. She came back said ‘these are for you ‘ and plonked two folded up drinks coasters in my hand together with two small chocolates. She then handed me to loose towels ( just hanging not folded)!and said ‘these are yours to’ .. she then showed some slippers ‘ you got ‘ I said yes and then she just walked off !! There was also no normal coffee pods only decaf. I went to the lounge on floor 8 to see if I could get some and was told I would need to ring 42 or 43. Called 42 , no answer , called 43.. they told me to call 0 !! Finally got some delivered a bit later in an envelope … no apology .. no comment.. Staff need some training in manners and customer service.

Fantastic location in North Terminal at Gatwick, it made the perfect start to our dream holiday and took out all the stress. Great room, lovely supper in the restaurant and, apart from one exception, very helpful and polite staff. Please give our compliments to Sal, who saw us looking a bit lost on the morning of our departure; he was so helpful and guided us to the appropriate check in; he really was outstanding.

The member of staff who greeted us when we arrived (not reception, just a meet and greet) was disrespectful and arrogant. He was the only negative element in an otherwise excellent stay. Unfortunately I didn't get his name as I was distracted by his unpleasant attitude.

The reception staff are helpful, polite and nothing was too much for them. It’s got a large bar/restaurant area that is all open and fresh. The lift has a glass wall that was lovely to look out of as we went up to our room. Our room was quite spacious and fresh, the sheets were clean and crisp. We was happy to relax in our room as we had an early morning ahead of us. The shower was spacious and refreshing, how you hope a shower will be. We needed to be at the airport for 5am. We only had to walk across the road for the same price as an Uber would cost us to get to the airport 😁 Even the parking in the airport was easy and I thought great value for money, but that a separate review 😜

It was -4 and the heater in the smoking area didn’t work, but I guess that’s not such a bad thing 😊

Bed was too soft for me. The shower drain in the bathroom was blocked. When I began to take a shower at midnight having been travelling all day, the shower water poured over the shower trough because the drain wasn't working, it was blocked. I mopped up the bathroom floor and salvaged a rinse down at the sink. Tissue box empty in the room. I booked via Booking.Com but on arrival the hotel had no knowledge of my booking. Payment had been made three months earlier and I had confirmation printed off from Booking.com as proof. 30 minutes later I was checked in. Breakfast was very nice, although it cost £16.99 extra.

As above. My experience at this hotel was not a good one. Disappointing.

Thanks for a comfortable and easy to access hotel stay. Having the Sixt return attached to the hotel was so convenient. The room was comfortable and tea making was easy - thanks. Staff were helpful, and kind - thank you all. On leaving, Sofitel was very convenient for the airport and directions to the Terminal were clear and easy to access. Thanks everyone.

The bed situation was difficult because we could only get a room with two single beds if I paid extra for several days parking - but I did not want that, we were only staying one night to drop off a hire car (Sixt) and go on the next morning to catch a plane to Singapore. I could not change/amend the booking and as I am not likely to share a bed with a nearly 6ft tall, but only 12 year old, grandson, I had to pay for unwanted parking. Maybe a couple more rooms with single beds?

Comfortable room and bed - gives a good night sleep. Lovely and helpful staff. Good to dine in when you have short of time. Excellent for our stop over. We´ve stayed all most every year since 2018 at this hotel. Once or twice a year.

One thing I did not like was my business through Booking.com as I had suddenly to change my plan. I had ordered 10th-11th Dec. but in the beginning of Nov. I had incident so I had to change my travel plan to new dates. And tried to move the prebooked and paid date to 26th-27th Nov. To cut long story short... Two airline companies assisted my with change schedule (took 5 minutes- lucky my I had ordered with the companies instead of some cutters in "youppies or loopies.com" what ever). But it took Booking.com 2 days to confirm "computer says no" and I had to pay two nights (the one I´ve all ready paid but did not use and the new order). I hope I will never have to do business with Booking.com again.