Premier Inn Gatwick Crawley (Goff's Park)

Stayed here for work and the staff were fantastic, although they were very busy, and there were only 2 members of staff in. Dee-anna was great and honestly, she is a real credit to your organisation. She works well under pressure and can calm any situation. I felt very comfortable and at ease staying here. Thank you once again.

Awful restaurant, the only decent thing about this hotel. The restaurant has hardly any food on the menu one person doing about 3 people’s job. Really awful experience. We used this restaurant prior to using Gatwick airport this is the worst premier inn we have stayed in.

Cold room smells damp. Turned radiator on and really noisy system (probably why it was off). TV only visible from half the bed. Restaurant... terrible. Half the menu was unavailable. Ordered chicken and chips. Meal was stone cold. Sent back and received hot but undercooked food. Admittedly, they didn't charge me but was terrible. Seem to have no staff. The guys who checked me in doubled as bar staff and waiters. I know it's a budget hotel but, I use premier inn a lot and, this was well below standard. Premier inn, be embarrassed!

Amazing customer service received from Brad! He was very helpful and friendly. When we got to our room after a smooth and efficient check in from him we noticed that my daughter's bed hadn't been made so my partner went down to let him know and he immediately came to the room himself with bedding and made the bed up for her. Very nice young man who is a credit to the hotel. We have stayed in many Premier Inns across the country and I can honestly say it was the best customer service we have received to date! Room was also clean and a good size. Would definitely stay again! Thank you again Brad x

A disastrous stay involving. I communication about the restaurant being closed despite my calling twice that day to be courteous and inform of arrival time change. Room was not correct room despite two calls since booking to confirm it was a twin room. Payment had been taken immediately for this room despite being a room to be paid for on check in. Problem resolved by being ‘put up’ in a room which had just been vacated and the manager popping some fresh sheets on. No housekeeping had occurred. When I went to ask for clarification on charges and new night manager had arrived who told me he was not the person to ask as was just night staff and didn’t know anything about that kind of thing. He was very vocal about the problem of a dead rat in the staff room and was busy praying clouds of air spray around the concierge whilst telling me that the staff had to deal with this kind of neglect all the time. Very strange experience all round.

This is by far the worst Premier Inn I have ever stayed in. When I arrived there were three people waiting to check in ahead of me. The guy on reception valiantly tried to allocate rooms but could not operate the system. Eventually he phoned for help and was talked through the process. The first person to be allocated a room returned to inform the receptionist that the room had not been serviced since the last guest checked out. Shortly after that two people returned to say they asked for a twin room but had been given a double. This pantomime was repeated twice more with various unsuitable rooms given and rightly rejected as they had not been serviced. On the phone you could hear the supervisor saying this should have been checked by the afternoon staff and asking where they were only for the poor besieged reception guy to say he was the only person there. After 40 minutes I was allocated a room which to be fair was fine. I had arrived in good time for an evening meal, but this hope had vanished by the time the chaos was sorted. The reception guy / barman, etc. did his best but obviously the skeleton staff meant that there was nobody to man the bar which was littered with uncollected glasses. The following day I had an unappetising breakfast of dried scrambled egg and bland sausage. When checking out there was a couple complaining that the staff member they had spoken to about the food was extremely rude. This was followed by said staff member appearing at reception in tears saying ‘it’s not my fault if there is no food delivered. I’ve had enough of this place I’m leaving’ The two people behind reception were in fur coats as it was that cold. I did not complain as it was obvious that I would only be adding to the woes of staff that were clearly being poorly managed in a hotel that was a shambles. Outside I realised that the building was next to seriously dilapidated properties and a fair walk from town. As for the hotel itself the fact that there were several trees growing out of the building’s fabric was no surprise. Come on Premier Inn - admit defeat with this place and close it. It is seriously letting down your business.