Premier Inn London Gatwick Airport North Terminal

Excellent service, friendly, helpful and professional. Food 6/10 it was what it was! Felt well looked after.

We stayed at Premier Inn Gatwick Airport North Terminal as a family of five (three young children aged 18 months, 3 and 4), expecting a comfortable overnight stay before travelling. Unfortunately, it was one of the most disappointing hotel experiences we've ever had. When we arrived at our room, it simply wasn't ready. There were no towels, no travel cot (despite requesting one when booking), one of the beds hadn't been made, the sofa bed had no bedding at all, and the bathroom sink was blocked. We went to Reception to report everything. We were handed towels and asked to take them upstairs ourselves, and were told someone would come shortly to make the beds and bring the travel cot. After waiting 45 minutes, nobody arrived. We had to go back downstairs and explain everything again, while our three exhausted children were falling asleep with nowhere to sleep. The receptionist apologised and admitted there weren't enough staff and that no extra beds were available. Eventually, after another 45-minute wait, someone finally brought bedding for the sofa bed... but simply handed it to us. At midnight, after a long day of travelling, we had to make up the bed ourselves. The travel cot never arrived, and nobody ever came to fix the blocked sink. The staff we spoke to were polite and apologetic, and one receptionist even suggested we contact Customer Services because she agreed the situation wasn't acceptable. However, good manners cannot make up for such poor organisation and lack of basic service. What makes this even more disappointing is that we had stayed at Premier Inn London County Hall just a few days earlier, where everything was excellent. The difference between the two hotels was unbelievable. A family room should be ready before guests arrive, especially when travelling with young children. Sadly, this hotel completely failed to provide the service we paid for, and I cannot recommend it based on our experience.

A really wonderful experience. Our flight was cancelled so we checked in at LGW North terminal - due to a booking error it was booked for another day but Stanley was amazing and resolved everything on the spot. He was so good natured and pleasant. We booked in for dinner and Laura was fabulous. She looked after our 5 year old and made sure she got all her food on time. This whole experienced helped to prevent our holiday being ruined. Thank you Stanley and Laura!