Copthorne Hotel Effingham Gatwick — Hotel in Tandridge

My partner and I were checked into the COPTHORNE HOTEL EFFINGHAM GATWICK for new years eve 31st Dec 2019, we then went out to Central London for New Years Eve. We then came back to the hotel after our evening between 1.15-2.20am. As we got to our room, we noticed our key was not working, it had not been near any phones so we were slightly confused to why it didn’t work, we then went downstairs to reception where they then then gave us a new key. As we then went back to our room, we noticed that a few things were in different places, this then alerted us that something was not right.

My partners laptop was closed shut (it’s always kept open) so we then realised someone had been inside. As we looked around it became obvious that some items were missing, this included Balenciaga trainers, Versace Eros aftershave, Moncler Jacket, Balmain Jeans. All these items are extremely expensive and important to us as we have worked hard for them. We then went down to the reception and alerted them that are items had been stolen. The Manager said to us that they will have to come to our room to check the keypad with some device he had to see if anyone else had entered the room. After doing so he was unable to get any results so that was disappointing. I then requested CCTV footage as I knew someone had been inside my room. The manager then said ‘It’s not the hotels responsibility for stolen items’ .. this comment left me slightly in shock as I knew me, and my husband had the only key, so I did not know who entered. We then went to look around the room and look on the balcony and interconnecting door as I thought someone may have come in through there. I don’t think the staff actually believed that someone had entered my room and stole my things.

We then switched rooms as we were really scared to sleep inside our original room. We had no explanation to what happened to our items, we were scared to sleep therefore we had to sleep with the light on and we finally tried to sleep at 5AM. Not at anytime did the Night manager or the other staff admit that they checked someone into our room by error. I used to work in a hotel myself as a receptionist and if any of these things happened it would ALWAYS get written down or put on the system so when the switch over happens after the shift ends the receptionists taking over would be alerted and they would know.

I then woke up around 8.20 to a call from the police saying my items had been found and that the hotel had checked people into my room by error. I was in complete shock as nobody from the hotel had told me this and I had to hear it from the police. I was happy my items had been recovered however I think its absolutely disgusting that the hotel staff didn’t tell me themselves as I spent most of the night thinking ‘who from the guests or staff stole my things’. These thoughts were driving me insane and I couldn’t sleep. I also think that if there were little children in the room or if I was alone in the room whilst these men walked in, they could have done the unthinkable. If they are capable to go inside suitcases and raid the room and steal, what else are they capable of doing? This will have long affects on me and my partner and we are now to afraid to stay in a hotel again. We are extremely traumatised after this and this was all down to the hotel’s negligence.

AFTER ALL OF THIS THEY HAVE THE AUDACITY to say ' you got your items back, we will give you a refund of £42.24 WHICH I FIND INSULTING.

AFTER all the trauma we encountered they were unable to even tell me during my stay that they checked people into my room. Not once was I informed, the police had to tell me.

AVOID AT ALL COSTS...

Underwhelmed. I've been to this hotel before but first time I've stayed here. The standard room I stayed in doesn't seem to have been updated for over 20 years. Decor straight out of the 90's. While the room itself was very clean (except the radiator which needed proper dusting), the whole hotel lacks any wow factor. Old fixtures and furnishings and soft springy mattresses. For example the light fixtures, especially the ceiling one the light was a dim yellow due to the plastic surround having discoloured. And in the bathroom, the tap is an old mixer tap which mean it takes a fine adjustment of the hot and cold to get a temperature suitable for washing hands. Plus the style of the tap is very old. If a hotel hasn't upgraded its bedrooms in over 20 years there is certainly a problem.

The breakfast was also underwhelming and I'll thought out in terms of display and presentation. For example the toaster was placed in the corner of the area, and the butter on the other side. Basic breads available, a selection of hot and cold continental foods and cereals with fruit.

The biggest problem was checking in. I had been staying at the hotel for a wedding (approx 300 guests) of which most were staying at the hotel overnight. I went to check into my room at 13.30 and I had three rooms to check into for myself and my family but also because I had to use the room to put my 4 month baby to sleep. I was told at the check in deck that I had to wait until 14.00 to check in, even though all of my rooms were ready. I was trying to beat the rush of the entire wedding party turning up to be checked in by one check in staff. I asked the check in lady to please have my rooms but she said I couldn't check in. This took 20 mins and even at 13.50 was told I had to wait 10 mins to check in. Eventually she allowed me to check in 10 mins earlier but I don't see the point of her resistance? It's just not on. It's poor service.

This hotel at best is a 3 star, not a 4 star as advertised, and is definitely overpriced (by at least £30) at £89 Inc breakfast...

I would not recommend this Hotel due to poor and rude reception service, mostly by a very rude asian (India/pakistan) woman who speaks very poor English and does not understand English much too. She is very unhelpful, misinforms you, tells you that your email information is incorrect and she is more than happy to argue with you too. The rest of the staff there are a little more polite. In the 2 days staying here we have yet to speak to a British staff member. You have to speak slowly and clear otherwise you get some random reply.

The food here is very limited. We was recommended to have the Buffet evening meal. Unfortunately it was not much of a buffet, you had choice of chicken or fish with vegetables. Thats it, for a cost of £18... But, the food was excellent, very good indeed. The deserts were very good too.

The hotel is quite nice but there are parts that look tired or neglected. Our room was very clean and comfortable with a large Smart tv. Wifi is free but its not the best. Aircon works good, its climate control and easy to use. The bed is tired but comfortable. Bedside lights are far too bright especially if you wish to read a book while your partner is sleeping.

The swimming pool is not in operation. the room telephone does not work, both door keys stopped working. The drinks at the bar are a rip-off, and don't expect a smile or manners when being served at the bar.

I would have scored this hotel 7.5 out of 10, but due to the very poor reception service, rip-off bar and restaurant prices I can't score this hotel more than 2.5 out of 10. Therefore I would not recommend this hotel.

P.s. Manners and courtesy is free and painless, and its the basics...