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Reviews of Best Western Gatwick Skylane Hotel

3 out of 5
Best Western Gatwick Skylane Hotel
34 Bonehurst Road, Horley, England

Reviews

7.0

Good

Rating 10 - Excellent. 148 out of 862 reviews" "
Rating 8 - Good. 353 out of 862 reviews" "
Rating 6 - Okay. 197 out of 862 reviews" "
Rating 4 - Poor. 108 out of 862 reviews" "
Rating 2 - Terrible. 56 out of 862 reviews" "

8.0/10

Cleanliness

7.2/10

Staff & service

6.8/10

Amenities

7.0/10

Property conditions & facilities

6.0/10

Eco-friendliness

Reviews

2/10 Terrible

Jennifer

Traveled with partner
Disliked: Amenities
When we arrived the hotel was closed and we had to find somewhere else!
Stayed 1 night in Jun 2022

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
We arrived late and had to move rooms because of a dozen large bugs in one of the beds. The second room appeared to be fine. We checked the double bed for my 6ft 16 year old and I relaxed by having a bath. By the time I was out of the bath, he was asleep and I discovered different small bed bugs / flee like animals. By this time it was too late to move again, my son asleep and I was exhausted after driving with an early flight next day. Next morning no one was there to talk to. Terrible, didn’t sleep
Stayed 1 night in Jul 2021

10/10 Excellent

Verified traveler

Traveled with partner
Liked: Staff & service
Beddings had stains and there were insects in bathroom
Stayed 1 night in Jul 2021

8/10 Good

Jan

Stayed 1 night in Jul 2021

8/10 Good

James

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Jul 2021

10/10 Excellent

Mrs L

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Great for an overnight stop
Room was basic but clean. Bed was really comfortable, pillows were especially comfy. Shower was great, towels pure white. TV was digital so lots to choose from.
Stayed 1 night in Jun 2021

10/10 Excellent

Andy

Stayed 2 nights in Jun 2021

6/10 Okay

Kevin

Business traveler
Liked: Cleanliness, room comfort
Run down hotel
Due to Covid there was no restaurant or even breakfast services. Hotel seemed run down
Stayed 1 night in Jun 2021

8/10 Good

Verified traveler

Stayed 2 nights in May 2021

2/10 Terrible

Brian

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2021

8/10 Good

Phil

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel was clean, although only experienced room and reception as bar/restaurant was closed due to Covid restrictions I'm assuming. Evening meal was room service only, but was delicious and well presented. Breakfast however was delivered the night before in a small carrier bag, consisting of a yoghurt, 2 x chocolate muffins, an apple and a Capri Sun (but no fridge to put any of it in).
Stayed 1 night in May 2021

8/10 Good

Francis

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good experience,staff friendly and value for money.
Stayed 1 night in Apr 2021

4/10 Poor

Roger

Disliked: Staff & service
2 night stay near Gatwick Airport
Initial impression was of a very dilapidated hotel. The car park surface was badly broken up in many places. The atmosphere felt dreary, mainly due to the fact there only seemed to be 1 or 2 guests. Reception was unmanned except for arrival, a telephone number was shown on reception for emergencies. No instructions available to switch on bathroom towel tail heater. Shower was like standing under a waterfall, it had a very poor shower head. No hot breakfast available. This may have been a better place prior to Covid when there would have been more guests
Stayed 2 nights in Apr 2021

4/10 Poor

GARY

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Skylane hotel.
Very basic rooms with no upto date conveniences. looks very tired and in need of updating throughout.
Stayed 2 nights in Mar 2021

2/10 Terrible

hollie

Disliked: Staff & service, property conditions & facilities, room comfort
Will not be staying again!
Confusion over what date it was at check-in, thinking we booked for the day after but we didn't. Room is very basic, one flat pillow each, aircon is locked on and very very noisey. Can hear everything others get up to in their bathroom, including whatever they are doing in the loo! Water pipes going over or around the room very loud and make a vibrating noise everytime someone uses water in another room. Left as soon as we woke up after an uncomfortable night on a very hard matress. Whole place needs a fresh update and need for more covid measures other than a bottle of hand gel at reception.
Stayed 1 night in Sep 2020

2/10 Terrible

Oscar

Business traveler
Disliked: Property conditions & facilities, room comfort
Room smelled bad was very noisy shower was cold, did not sleep here I left and went to the premier inn 2 minutes down the road cheaper and much nicer!
Stayed 2 nights in Sep 2020

4/10 Poor

Jamie

Business traveler
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Weird
At check in I got told if I wouldn’t mind being put in a room without a tv which obviously isn’t an option. Then got told they have no double rooms available even tho that’s the type of room I booked so ended up in a triple room with three single beds. Also I choose the option to add breakfast for £8 which turned out to be a grab and go breakfast, for £8 I don’t think so!!!
Stayed 1 night in Sep 2020

4/10 Poor

Iain

Business traveler
Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
unimpressed
Having unpacked, I then had to change rooms as there was no TV remote - also no hot water in the shower - not very impressed
Stayed 1 night in Aug 2020

2/10 Terrible

Ollie, London Gatwick

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No air con in two different rooms Shower terrible Sink was about to come off the wall No one in any uniform Would not recommend at all
Stayed 1 night in Aug 2020

4/10 Poor

Marie

Disliked: Cleanliness, staff & service
Not a good experience
Said the price included breakfast but when we arrived was told it would only be a cold breakfast. The manager on Friday night did not supplies any thing and rang at 8am in the morning to see if we wanted anything ... we declined because the night before we stayed under my partner name Johnson and when we got back to the hotel at 10pm that night was 2 white plastic bags on the door handle ..inside was a yogurts one each apples and a carton of juice in cherry and a peice of cake..the apples were soft and two of us both dont like cherry flavoured..there was no spoon to eat the yogurt included.. i had no milk carton for a hot drink in my room so had to go to the garage to get milk to have a drink and only paper cups. I gave the items back (breakfast) to the manager in the morning said the item were warm and had no spoon to eat the yogurt anyway.. he offered to give a spoon i i declined because i like my yogurts cold from the fridge not left over night in my room. I was very disappointed the room was ok.. but the hallways were dirty and the large mirror in the hallway was so dusty and the carpets and smelled .. no change of towels or bed making service in fact no service at all .
Stayed 1 night in Jul 2020

4/10 Poor

Peter

Disliked: Cleanliness, staff & service, property conditions & facilities
Very poor cleanliness and service
Supposed to include a cooked breakfast, when we checked in the receptionist said the restaurant was closed and said he would leave a cold option outside our room, when we got back to the hotel after our night out we found two small bags hanging from the room door handle, in the bag was a yogurt with no spoon and no way of keeping chilled until the morning, there was some cake an apple and a small carton of drink, I don't eat cake for breakfast! Also while out on our night out I got a phone call around 10:00pm asking what time we would be back as the main door may be locked!! This is supposed to be an Airport Hotel! The room itself had hairs everywhere from a previous occupant, clearly there Covid-19 cleaning measures are way below standard, I advise caution for any future guests
Stayed 1 night in Jul 2020

8/10 Good

robert

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2020

8/10 Good

Abby

Traveled with family
Disliked: Property conditions & facilities
The hotel staff even after we had told them we were aware of checkout time and had put a sign on the door. Continued to knock multiple times and this was until 9 am. Check out time wasn’t until 11am, 2 hours away.
Stayed 1 night in Mar 2020

6/10 Okay

Michael

Liked: Cleanliness
Stayed 1 night in Mar 2020

2/10 Terrible

Verified traveler

Disliked: Staff & service, property conditions & facilities
poor WiFi (you won't be able to get any work done if you're dependent on the WiFi), incorrect room booking, pointless shower... bathroom smells of overflowing sweage. customer service not a strength... so poor I've lost the will to try engaging in any more discussions... had a future stay booked and as I checked in manager was on the phone to another guest examining there was no issue with the WiFi (more on that later). ive been up since 5am, spent most of the day rolling in mud.... all I wanted was to freshen up and get some sleep. checked in, got to my room, headed straight for the bathroom... took ages for hot water to kick in. freshened up, about to jump onto the bed (the mattress felt like it had seen better days) and realised there were two single beds.... I had booked a room with a double. notified the manager of the issue.... he said I'd already used the room so couldn't do anything. After a bit of a discussion said he'd look into what he can do. called me up later and told me that no one was around now to make up a room for me so he couldn't switch me over. I looked online... 6 rooms with a double bed still available for booking. made a trip back down to reception... a new gentleman was starting his shift... gave me a different, more transparent reason "you've used the room, no staff about to redo the room you're in, if we move you now we've effectively lost a room
Stayed 1 night in Mar 2020

4/10 Poor

Tom

Traveled with group
Disliked: Staff & service, amenities
Staff are NOT helpful. Property is basic. Poor service.
Stayed 1 night in Mar 2020

8/10 Good

Sandra

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2020

6/10 Okay

Verified traveler

Liked: Property conditions & facilities, room comfort
Disliked: Staff & service
Abi and Delores good, the rest is strange.
The only good members of staff are Abi and Delores in the restaurant. Check in staff said 'Hello' and 'this is your room number', that was it. No other information on breakfast, dinner times or check out times or anything else that might be worth knowing. The key cards never work in the rooms so get them reprogrammed before you bother to walk upstairs (just to walk back downstairs to reception!). Strangely the manager knew my room number even though the only person to tell me was the lady on check in. I didn't trust him after he tried to tell me that he reprogrammed my key on a day that I wasn't even there! Don't expect anything special for the restaurant food, and be patient with the kitchen. But Abi and Delores in the restaurant make up for that! The beds are comfortable enough. The kettle in the room fits in the sink but you have to manoeuvre it around a weird angle to get it out (at which point the water pours out!) So it's a painful task of using the tiny water glasses to fill it up.
Stayed 3 nights in Mar 2020

8/10 Good

Russell

Stayed 1 night in Feb 2020

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2020

8/10 Good

Tim

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020
Response from reception on Feb 18, 2020
Thank you!

10/10 Excellent

david

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020
Response from reception on Feb 17, 2020
Thank you! We hope you see you again soon!

6/10 Okay

Ellen

Liked: Cleanliness
Disliked: Staff & service
Stayed 1 night in Feb 2020

10/10 Excellent

Richard, Nottingham

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place, very quiet, good parking. Very nice staff
Stayed 2 nights in Feb 2020

2/10 Terrible

Verified traveler

Disliked: Staff & service, property conditions & facilities
No heating in the room at all Slept all night fully clothed. Control broken .Offered another inferior room which was not suitable On checkout reported
Stayed 1 night in Jan 2020

6/10 Okay

Verified traveler

Traveled with partner
It was adequate-good price for single overnight stay with free parking which was great! The double bed was too small and the bath tub rather narrow with the grab rail on the wall making the space even narrower when using the overhead shower! The coffee was TERRIBLE- unbranded- which was disappointing,
Stayed 1 night in Jan 2020

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was smaller than we had expected but overall everything was good.
Stayed 1 night in Jan 2020

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff very friendly, room is clean, food at the restaurant is good and good value. The WiFi is accessible, but slow. Thats my only complaint.
Stayed 1 night in Jan 2020

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We have stayed in this Best Western for one night to catch an early flight. Starting on the positive note. The haidryer is really good. Unfortunately this is where the positives stop. Everything else was a disaster. When we got to the room it was colder than outside, which was almost below zero. First the air conditioning wasn't working and it took 30 minutes and a pen for the receptionist to squeeze some barely warm air from the unit. The floor was so cold that we had to put the towels down to walk on. The condition of the room was so bad that even the tissue holder was covered with dirt and hair. I can go on and on but I would rather not. I hope the owners of the hotel will decide to update the hotel and restore the Best Western name.
Stayed 1 night in Jan 2020

8/10 Good

Carole

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel. Good location
Nice hotel. Comfortable rooms. Good buffet breakfast. Very handy for airport with free parking for night of stay. Would definitely use again.
Stayed 1 night in Jan 2020

6/10 Okay

Verified traveler

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
Property was adequate for a one night airport stay. Not very warm. Clean and basically furnished. Restaurant very pleasant staff and food though not very exciting was hot. What was not clear is that you have to phone for airport shuttle and we had to wait 30 mins in the freezing cold for it. Return trip was efficient. Big bonus was loads of hot water for a lovely bath.
Stayed 1 night in Dec 2019

2/10 Terrible

Azeem

Disliked: Staff & service
Stayed 2 nights in Dec 2019

4/10 Poor

Verified traveler

Business traveler
Liked: Cleanliness
Disliked: Staff & service
Poor
Rude hotel staff and a very poor night’s sleep due to noisy doors and heating issues.
Stayed 1 night in Dec 2019
Response from reception on Dec 21, 2019
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Skylane Hotel

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cozy hotel. It was great to rest in comfortable beds. The shuttle service to and from airport is a great service.
Stayed 1 night in Dec 2019

2/10 Terrible

Neil

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not a good experience!
The staff were resolutely rude. Parking was a nightmare because they use this hotel as a parking lot for people flying out of Gatwick, which is obviously more important than people staying in the hotel. Overall not a good experience.
Stayed 5 nights in Nov 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2019

8/10 Good

Patricia, Tampa

Traveled with partner
Liked: Cleanliness, staff & service
The room was clean. The bathroom was small but had an enormous tub that restored my body. The could have been more sturdy. The Eco friendly nature of the place limited towels and blankets but we were able to get a blanket and fresh towels. Breakfast was classic English breakfast. Everything was fresh.
Stayed 2 nights in Nov 2019
Response from Mukesh on Dec 5, 2019
Thank you for your feedback. We will be using the feedback you gave us to implement improvements to ensure that we offer a better experience for guests in the future. Kind Regards, Mukesh Kumar, General Manager

8/10 Good

paul

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good pleasant stay at the hotel
Stayed 2 nights in Nov 2019
Response from Mukesh on Dec 5, 2019
Thank you for your feedback. We will be using the feedback you gave us to implement improvements to ensure that we offer a better experience for guests in the future. Kind Regards, Mukesh Kumar, General Manager

10/10 Excellent

Elisa

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Our stay was amazing, only that when I moved the bed I found dirt under eg,,pop balloons and looks like it wasn't clean at all.aside from that everything is alright.we have extra towel and pillows available to use. Close to airport ..I will recommend thiss hotel to a friend and if I will go for travel at Gatwick airport I will come to stay in this hotel.
Stayed 1 night in Nov 2019
Response from Mukesh on Dec 5, 2019
Thank you for your feedback. We will be using the feedback you gave us to implement improvements to ensure that we offer a better experience for guests in the future. This has already been shared with the Housekeeping team. Kind Regards, Mukesh Kumar, General Manager

6/10 Okay

Verified traveler

Stayed 1 night in Nov 2019
Response from Mukesh on Dec 5, 2019
Thank you for your feedback. We will be using the feedback you gave us to implement improvements to ensure that we offer a better experience for guests in the future. Kind Regards, Mukesh Kumar, General Manager