Copthorne Hotel London Gatwick — Hotel in Mid Sussex

Initially when I came here I thought the hotel is nice but the only nice thing about it is the gardens to which we do not have much of an access being part of quarantine system. Otherwise the hotel service is fairly poor. I have seen better 2 star hotels in developing countries. Will go through it whole step by step. Just to mention we paid GBP 2,400 for me and my husband for 11 nights and I feel as if we are being treated in a really bad manner, worse than prisoners.

Poor Customer Service: Why I am writing here is because I sent an email to the hotel manager Torsten Puck 3 days ago even told the reception but never received a reply. Rather the lady at the reception was fairly rude and questioned why had I sent him an email. Is there a policy that prevents customers from reaching out to hotel management? One of the ladies at reception is nice but the other one who attended the call was fairly rude seemed like an uncivilised way of talking. Reflects that their staff is not well trained on customer service. What happened to "treating customers fairly" and "Customer is always right" which are common business practices.

Poor Housekeeping: We asked for a clean set of bedsheets in the morning and were told there might be a bit of delay, which is acceptable considering that the staff could be busy. But I never knew that a bit of delay meant that it would take more than 8 hours to get a clean set of bedsheets and that too after the 5th phone call. We were given a set of bedsheets on the 3rd phone call but it was dirty.

Bad Quality Mattress The mattress provided does not correspond with what you would expect from a four star hotel as it seems to be heavily worn and in need to replacement. You can feel the springs prodding into you and it is definitely not a good experience unless someone justifies it as a new massage technique being used by the hotel.

Food Choice and Quality The hotel is definitely not suitable for people with specific dietary requirements. Being a Muslim the only option available to you will be egg, boiled chicken with some form of a sauce, or lots of leaves and a bit of salad. The name might seem tempting like Peri-Peri chicken salad. A person would expect grilled chicken that has been marinated in Peri-Peri sauce but what arrived seemed more like boiled chicken with a super mild peri peri type sauce on it, 1.5 cherry tomatoes (yes generous!), a few pieces of cucumber, lots lots and lots of leaves, 2 table spoons of Couscous, 2 Table spoons of tomato pasta (seems like pasts in ketchup to me). We had salad 4 times out of which twice it led to an upset stomach. Complained to the receptionist and she mentioned that she had not heard the complaint before. So my response was that I had seen a lot of food being thrown away by people, since no one is eating it therefore not complaining. Most of the fish being served is high in mercury, which everyone might not want to have. We were given Cod once (and were looking forward to having it) but were unable to eat it as it seemed under cooked. Also they were 2 small pieces of Cod I would call that a kids portion. Like a lot of other guests we have resorted to ordering takeaways as the hotel food is horrendous. No excuse from the hotel management about limited food options etc. is acceptable to me as we paid a fairly good amount of money and if they could not manage quality job in the amount being given to them by CTM then they should not have gone ahead with the contract.

It seems to me as if all those who are engaged in hotel management from CTM to the hotels to security company since they have received the money and the know that guests have no option they are treating them like scum. Probably hotel management and security company have been given the go ahead by CTM to treat others disgracefully and that is why they are doing it. This happens when there is no...

The WORST hotel experience I’ve ever had.||This hotel has seriously demotivated staff who are lacking in compassion and drive. The hotel itself is old and dated and in desperate need of a refurbishment to bring it into the 21st century. ||Some points to make: ||- It’s July and the heating does not turn off or cannot be turned down at all. We’re so hot and nothing has been done after the matter has been reported several times. I’m really worried about my toddler overheating at night when she sleeps that I’m barely getting any sleep myself. |- The food is hit or miss. Usually miss. The hot breakfast is greasy and fried food which comes to us drenched in oil. Lunch consists of limp, soggy sandwiches with very little filling inside. An example of dinner is chicken breast swimming in watered down sauce with either potatoes es or rice on the side. It’s really unappetising. Your heart usually sinks when you open up the package and see it. Last night we had a soggy pie and the meal order slip said it would come with vegetables but it didn’t. When we called reception to ask about the vegetables we firstly got accused of lying about not being sent any. Then we got told that vegetables aren’t included on their menu slips. And they didn’t believe that we had it written on ours. The meals in general have gotten worse since we got here, they are seriously lacking any nutrition and the staff get annoyed at you when you call up to ask anything about the food. |- The room wasn’t clean when we came. There were crumbs from previous occupants underneath the bed, poo stains on the wall underneath the toilet roll holder (splash back from the toilet from many, many precious occupants). It’s so disgusting and makes me want to vomit every time it catches me eye. |- Cobwebs in the nooks and crannies of the walls.|- One of the windows doesn’t open at all (doesn’t help with the heating issue mentioned earlier)|- TV speakers aren’t working. Only the picture.|- It’s a very dark room and we need to keep the lights on all day to get adequate light in the room. |- The bed is comfortable.|- The furniture is very dated, but functioning.|- There is a kettle and fridge in the room. |- The grounds are nice with flowers and a play area for kids. |- I asked for fresh bedsheets and the “fresh” ones came to us with huge brown stains on them. Absolutely vile. It took 2 calls to reception to get more replacements given to us. |- When you call reception about anything they get annoyed and you’re made to feel that you’re bothering them. Peter the Duty Manager in particular has been really unhelpful, accused me of lying about a food order, is sarcastic and is lacking customer service skills and even basic etiquette. |- Perhaps the hotel management needs to give the staff some extra support, motivation, rewards and training to help them get through challenging times, because the way that the staff are not supporting their guests has surely got to come from the top down. |- I’m in a living hell here and I’m counting down the minutes until I can get...

Where do I start??? Had the most terrible experience here, I am still furious a week later!! ||||After hours at the airport and then travelling from there to the London, when we arrived, we were only given what can only be described as a child’s snack when we arrived here, despite many of us almost shaking with hunger, feeling ill from not having had anything to eat for hours. This should’ve been an instant indicator of the appalling experience we would have over the next 7 days.||||The room itself was disgusting. This is supposed to be a 4 star hotel? On what planet?? It was disgusting, dank and filthy, I felt like I was stuck in a cellar. There were cracks in the wall, the decor was completely outdated and there was a horrible musty smell in the room.||||Back to the food, as I said, what we were given upon our arrival should’ve been an indicator of what to expect. The food absolutely was shocking, baby portions and nothing nutritious, breakfast was a slice of toast - I had to order from external places via Deliveroo/Just Eat several times to ensure I consumed some vitamins. They also DID NOT cater for my diabetic needs either, giving me chocolate cereals for breakfast more than once. They also tried to give me pork (I am Muslim) as they claimed it was ‘all they had’. We were given cold food nearly all week (they even tried to give me a rubbery old burger for breakfast!), which was mostly inedible as it was full of salt and probably nothing else. The only hot food I received from them was on Sunday when I was given a roast dinner.||||During my stay, we were told we were only allowed out of the room once a day and that we could rind reception when we were ready to go each. Every time I rang, I was waiting hours and hours for someone to come get me. One day, they didn’t even turn up, so I had 24 hours of no fresh air or daylight. When I rang up, they kept saying someone is coming, however, this was not the case. I was livid. The staff were all completely useless, uncaring and rude. They treated you like you were a prisoner.||||Going forward, I will never recommend this hotel or any other Copthorne hotel to anyone after my experience here. I can also say that responses to previous reviews on Google are all full of lies - no remorse or apologies from the hotel staff. They clearly no longer care about their reputation. ||||FOR ANYONE WHO MUST QUARANTINE, PLEASE AVOID AVOID AVOID AT...