Ratings based on 5,826 Verified Reviews

3.8 out of 5
85% of guests recommend
4.0 Room cleanliness
4.0 Service & staff
3.9 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
5 out of 5
by A verified traveler

Posted Dec 13, 2019
Comment from Hotel Management
Dec 13, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the great score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
4 out of 5
by A verified traveler from Coulsdon

Posted Dec 12, 2019
I thought the opening / closing hours of the Costa Coffee on site were poor..
Comment from Hotel Management
Dec 12, 2019 by karen, Hotel Management
Thank you for the good score and please accept my apologies for any inconvenience regarding Costa. It is franchised. Best regards...
4 out of 5
by A verified traveler from Airdrie

Posted Dec 12, 2019
Very convenient Nice young man on the desk Bath could have been better
Comment from Hotel Management
Dec 12, 2019 by karen, Hotel Management
Thank you for choosing this hotel for your accommodation and for taking the time and trouble to pass on your thoughts and impressions> I am so sorry to read of your disappointment. This hotel has been seriously underfunded for many years: we are now franchised and a multimillion pound investment is being made with an extensive refurbishment underway which will see all 821 bedrooms, 22 meetings rooms, 2 restaurants, 3 bars, executive facility, gym and all public areas renovated to the highest standards. This will take time and over the next 3 years our guests will see the changes being made. We expect the first 112 fully renovated rooms to be back on line from January 2020 with further phases agreed. Again I am sorry we disappointed you however hope to welcome you back in the future. Sincerely,
5 out of 5
by A verified traveler

Posted Dec 8, 2019
Comment from Hotel Management
Dec 11, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the great score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
4 out of 5
by A verified traveler

Posted Dec 8, 2019
Comment from Hotel Management
Dec 11, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the good score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
4 out of 5
by A verified traveler

Posted Dec 7, 2019
Just next to the airport for people to catch early flights.
Comment from Hotel Management
Dec 11, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the good score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
5 out of 5
by A verified traveler

Posted Dec 7, 2019
Comment from Hotel Management
Dec 11, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the great score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
5 out of 5
by A verified traveler

Posted Dec 6, 2019
Comment from Hotel Management
Dec 11, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the great score which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,
2 out of 5
by A verified traveler from Gatwick

Posted Dec 5, 2019
The reception statf at check in were lovely! The ladies working at the Lobby Bar were also lovely but the rooms were severely disappointing. The bath plughole was rusted the whole way round, the walls were dirty and the toilet didn't flush properly. The hotel is in need of painting and refurbishment. In the morning there is just constant noise of doors slamming and the housekeeping staff were rude and made so much noise.
Comment from Hotel Management
Dec 6, 2019 by karen, Hotel Management
Thank you for your post: I am sorry we disappointed you and your post has been shared with the relevant managers to ensure we are delivering the best services we can and make any changes we are able to. Thank you for letting us know. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues, and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,…
4 out of 5
by A verified traveler

Posted Dec 5, 2019
Comment from Hotel Management
Dec 5, 2019 by karen, Hotel Management
Thank you for choosing our hotel for your accommodation and for the great scores which I am truly grateful for. Also I am delighted to confirm that a refurbishment is underway which is so extensive it will take until 2022/23 to fully complete. The first phase or newly renovated rooms should be back on line mid-January. We are extremely excited at the enhancements the final results will bring for our guests and in the meantime we will I assure you make effort to address any issues and use all of our service resources to make our customers feel welcome, comfortable and valued. We hope to have your continued support. Kindest regards,