Best Western Gatwick Skylane Hotel

Having unpacked, I then had to change rooms as there was no TV remote - also no hot water in the shower - not very impressed

I stayed with my partner on the 7th of August before our flight on the 8th. We checked in quite late and once we got settled and showered, we realised that the aircon was not working. We tried to call the reception several times and no one answered. Really sweating as it was the hottest day of the year, my partner went to ask the reception/manager to see what can be done. The manager was nowhere to be seen and my partner had to call the ‘assistance’ number. The manager said he’d call us back. Then he did call indeed and said he couldn’t get it repaired till the following morning. When we asked for an alternative room, he only offered a twin room on the second floor and asked if we wanted to check out - at 11.30 pm!! This was incredibly rude as he was trying to get rid of us when all we wanted was a solution. When my partner asked why he was saying it, he just said: “Take it or leave it.”!!! He also said that many hotels in the area didn’t even have aircon, which was irrelevant as we booked this hotel because of the aircon! It sounded like we woke him up and he was irritated because he had to actually do some work! The hotel is pretty much self-service, the catering element or parking are not on the manager’s shoulders currently, I just think that a bit of respect and enthusiasm wouldn’t hurt. There are many people from this industry currently furloughed or just made redundant who would would be grateful for the job and who would represent the brand much better. This “manager” should realise that because of the hotel guests he has a job and it’s his job to address any issues. I hope the senior management takes this on board.

No air con in two different rooms Shower terrible Sink was about to come off the wall No one in any uniform Would not recommend at all

Said the price included breakfast but when we arrived was told it would only be a cold breakfast. The manager on Friday night did not supplies any thing and rang at 8am in the morning to see if we wanted anything ... we declined because the night before we stayed under my partner name Johnson and when we got back to the hotel at 10pm that night was 2 white plastic bags on the door handle ..inside was a yogurts one each apples and a carton of juice in cherry and a peice of cake..the apples were soft and two of us both dont like cherry flavoured..there was no spoon to eat the yogurt included.. i had no milk carton for a hot drink in my room so had to go to the garage to get milk to have a drink and only paper cups. I gave the items back (breakfast) to the manager in the morning said the item were warm and had no spoon to eat the yogurt anyway.. he offered to give a spoon i i declined because i like my yogurts cold from the fridge not left over night in my room. I was very disappointed the room was ok.. but the hallways were dirty and the large mirror in the hallway was so dusty and the carpets and smelled .. no change of towels or bed making service in fact no service at all .

Supposed to include a cooked breakfast, when we checked in the receptionist said the restaurant was closed and said he would leave a cold option outside our room, when we got back to the hotel after our night out we found two small bags hanging from the room door handle, in the bag was a yogurt with no spoon and no way of keeping chilled until the morning, there was some cake an apple and a small carton of drink, I don't eat cake for breakfast! Also while out on our night out I got a phone call around 10:00pm asking what time we would be back as the main door may be locked!! This is supposed to be an Airport Hotel! The room itself had hairs everywhere from a previous occupant, clearly there Covid-19 cleaning measures are way below standard, I advise caution for any future guests

Booked to stay May 2020 having previously stayed 18 months ago last time out of Gatwick. our plans less than 36 hours before arrival, but no problem Mr Kumar did all for us as he was at reception, cooked food for us, serve drinks also and did our check-out in the morning that person with all the talent simply ask us to re book for next travel date. No deposit lost, hotel i is comfortable, clean, parking on site with free of charge. Also 15 minutes walk for main town. Simply would not consider staying elsewhere. I do hope the government help small businesses like these to survive.

The hotel staff even after we had told them we were aware of checkout time and had put a sign on the door. Continued to knock multiple times and this was until 9 am. Check out time wasn’t until 11am, 2 hours away.

poor WiFi (you won't be able to get any work done if you're dependent on the WiFi), incorrect room booking, pointless shower... bathroom smells of overflowing sweage. customer service not a strength... so poor I've lost the will to try engaging in any more discussions... had a future stay booked and as I checked in manager was on the phone to another guest examining there was no issue with the WiFi (more on that later). ive been up since 5am, spent most of the day rolling in mud.... all I wanted was to freshen up and get some sleep. checked in, got to my room, headed straight for the bathroom... took ages for hot water to kick in. freshened up, about to jump onto the bed (the mattress felt like it had seen better days) and realised there were two single beds.... I had booked a room with a double. notified the manager of the issue.... he said I'd already used the room so couldn't do anything. After a bit of a discussion said he'd look into what he can do. called me up later and told me that no one was around now to make up a room for me so he couldn't switch me over. I looked online... 6 rooms with a double bed still available for booking. made a trip back down to reception... a new gentleman was starting his shift... gave me a different, more transparent reason "you've used the room, no staff about to redo the room you're in, if we move you now we've effectively lost a room

Staff are NOT helpful. Property is basic. Poor service.

The only good members of staff are Abi and Delores in the restaurant. Check in staff said 'Hello' and 'this is your room number', that was it. No other information on breakfast, dinner times or check out times or anything else that might be worth knowing. The key cards never work in the rooms so get them reprogrammed before you bother to walk upstairs (just to walk back downstairs to reception!). Strangely the manager knew my room number even though the only person to tell me was the lady on check in. I didn't trust him after he tried to tell me that he reprogrammed my key on a day that I wasn't even there! Don't expect anything special for the restaurant food, and be patient with the kitchen. But Abi and Delores in the restaurant make up for that! The beds are comfortable enough. The kettle in the room fits in the sink but you have to manoeuvre it around a weird angle to get it out (at which point the water pours out!) So it's a painful task of using the tiny water glasses to fill it up.