Ratings based on 1,091 Verified Reviews

They paid and stayed. We double-checked.
3.8 out of 5
89% of guests recommend
4.0 Room cleanliness
4.0 Service & staff
3.8 Room comfort
3.7 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveller

Refurbished Room

Posted 23-Jul-2014
Pros: Bed was wonderful.
Cons: More check in staff.
Was lucky enough to get a newly updated room. I am not sure if they are all done yet. Air con worked perfectly and we needed it during heatwave. Pillow topped mattress was very comfortable. Queues at check in were only negative, but partly due a a load of flights being cancelled and people being put up here last minute.
Comment from Hotel Management
23-Jul-2014 by Karen, Hotel Management
Great scores and comments and thank you so much. Best regards, Karen Ballam
1 out of 5
by A verified traveller

Don't stay unless you're a Hilton Honours member!

Posted 18-Jul-2014
Pros: Nothing
Cons: Customer Service
Location: South Teminal
Terrible customer service. Sold our room even though my booking stated that we were arriving on a late flight and would be checking in around 1am. Lied to us and said they didn't have ANY rooms, when clearly they were checking in HH members. Staff were mumbling, unhelpful and downright incompetent. They offered us a room at the Sofitel but were unapologetic about the inconvenience and didn't even have the courtesy to offer us a taxi there. We had to ask. Nothing about this experience will make me want to stay at Hilton Gatwick again. It may be convenient but the Sofitel is far superior and only a shuttle away. Don't stay here unless you really have to - it really isn't worth it.
Comment from Hotel Management
22-Jul-2014 by Karen, Hotel Management
Dear Guest, I was extremely sorry to learn of the issues experienced by you and some of our other guests and please accept my apologies. It is a fact that we have to accommodate our Hilton loyalty members but we sincerely apologise for the inconvenience caused to you. Kindest regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
23-Jul-2014 by Karen, Hotel Management
Dear Guest at the outset please accept my apologies for the issues we experienced which unfortunately affected you. As mentioned yes we do honour all Hilton loyalty members bookings but this situation was out of our control and certainly not intentional. Apologies again, best regards, Karen Ballam HILTON GATWICK
4 out of 5
Recommended
for Everyone
by A verified traveller

Close to airport for early flight

Posted 18-Jul-2014
Pros: Proximity to airport
Location: N/A
Very short stay but staff efficient pleasant and helpful
Comment from Hotel Management
22-Jul-2014 by Karen, Hotel Management
Dear Guest, Great post and thank you for the very good scores! Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
23-Jul-2014 by Karen, Hotel Management
Great scores and feedback and I am very grateful. Kindest regards, Karen Ballam HILTON GATWICK
4 out of 5
Recommended
for Everyone
by A verified traveller from Manchester

Comfortable & clean, right on top of the airport

Posted 16-Jul-2014
Very good for the price, everything was as it should be. I would recommend staying here if you are flying from Gatwick
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dave, great post comments and feedback and I an very grateful. Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dave, great scores and post and I was delighted to read you recommend our hotel and thank you very much! Kindest regards, Karen Ballam HILTON GATWICK
3 out of 5
Recommended
for Everyone
by A verified traveller

Convenient for wary morning flight,

Posted 13-Jul-2014
friendly check in and room on ground floor. Room facilities fine but room very hot and bed most uncomfortable.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Thank so much for taking the time to complete the survey. I was sorry to read that you were uncomfortbale and please accept my apologies. Best regards, Karen Ballam HILTON GATWICK
4 out of 5
Recommended
for Everyone
by A verified traveller

Convenient for Gatwick

Posted 7-Jul-2014
Pros: High quality room
Cons: Free wifi in room
Quick check-in and out. Upgraded without asking.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Guest, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear guest, thank you so much for the great scores and feedback it really is most appreciated. Kindest regards, Karen Ballam HILTON GATWICK
4 out of 5
Recommended
for Everyone
by A verified traveller from Southern California, USA

Good hotel for flying out of Gatwick next day

Posted 4-Jul-2014
Pros: Location
While on an overnight lay-over in London, we flew into Heathrow and we're flying out of Gatwick. We selected the hotel for it's location to Gatwick and our early flight the next morning. While the transfer between the two airports is not straight forward (not difficult, there are a few options like Bus, tube/train). The airport is connected to the airport which has a 24 hour market inside. The amenities in the room were standard cookie-cutter hotel items for an airport hotel.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Guest, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Dominic, Thank you for the good scoresand commentary given and we hope to welcome you back in the near future. Kindest regards, Karen Ballam HILTON GATWICK
3 out of 5
Recommended
for Families
by A verified traveller from London

very convenient for airport, excellent restuarant.

Posted 3-Jul-2014
Pros: The meal we had in the evening was superb.
Cons: Feel the bathrooms need updating. Perhaps a more comfortable lounge.
Location: very convenient for terminal
When we got we had NO hot water and as we had to risen at 4 a.m it was too early to complain and there was not enough time to change rooms. We did not have a shower before we left for our flight and had to make do with a cold wash. Not very happy about this.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Lynda I was very sorry to read that there was no hot water. Our plumbing is in blocks of four and our engineering manager did investigate but could not find any blockages or faults. Also we have four boilers none of which have caused concern. I do hope this matter will not dissuade you from visiting us again in th e future? Kindest regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Lynda, thank you for the good scores and positives they are greatly appreciated. I am sorry to read that there was no hot water. If you could let me know via e-mail the room number I will investigate and get back to you. Kindest regards, Karen Ballam HILTON GATWICK karen.ballam@hilton.com
5 out of 5
Recommended
for Everyone
by A verified traveller from sussex

Excellent hotel.

Posted 2-Jul-2014
Excellent hotel very close to gatwick south terminal lovely rooms lots of good facilities. Friendly polite staff would definately use again.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Alice, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Guest, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK
5 out of 5
Recommended
for Everyone
by A verified traveller

Great staff...go that extra mile

Posted 1-Jul-2014
Wonderful service...would definitely recommend. Did not feel like an airport hotel.
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Guest, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK
Comment from Hotel Management
19-Jul-2014 by Karen, Hotel Management
Dear Guest, Thank you so much for your post. I was delighted to see such good scores and read your feedback and thank you so very much. I do hope that we will have the pleasure of welcoming you back with us in the not too distant future. Best regards, Karen Ballam HILTON GATWICK