Copthorne Hotel London Gatwick

The bed was comfy, well located to get to the airport

The staff were rude, we paid for an upgraded room but because we went through booking.com rather than direct they didn't give us the complimentary things such as bath robe, free parking and wifi, slippers, newspaper, and when we questioned this they were rude and said it's our fault that we paid more and not get the extra things in our room, on top of that we had to pay 5 pounds to park and 5 pounds for wife. On top of that the room was dirty, stains all over, very thin walls could hear everything...

The GYM and the facilities in the leisure club which I believe does not actually run by the hotel.

Absolutely appalling from start to finish. I have spent 2 days in this hotel and starting from the reception to the room and restaurant the experience I had was terrible. Firstly the reception had no idea how the restaurant is operating and working as I was going for the half board option and been told to just go to the restaurant and they will know and sort everything. 1st night from the restaurant they have sent me back to the reception saying that I actually need to request a voucher from them. Building on my 1st night’s experience I have booked the restaurant to ensure I am going to have an allocated time and the communication form the reception never reached the restaurant. So just needed to wait over 20mins to have a table. Also one of the waitress who “served” me said yes and okay and the manager came back 10mins later saying she did not get the order.... The rooms had no heating and all around the hotel they have been using heaters suggesting that their main system is not working at all. The conditions of the room is more than outdated and would need urgent upgrading and deep cleaning. Bad experience and I have expected and paid for a 4 star hotel and received a 1star service overall. Really seems like someone is squeezing out all the money they can due to their location with every single staff member being stressed and overwhelmed. Will never come back to this place and I am certain that I can get much better service and overall vale for the money I have spent here.