On our stay 091024 check-in friendly & welcoming Food good, relaxing atmosphere Lovely Russian waitress, very friendly and helpful Great comfy beds and soft pillows

Gentleman who checked us in was polite but not friendly (191024) We were booked in for breakfast however inbound flight delight by 4 hours. I emailed in advance to inform of late arrival & request breakfast in room (no reply). On arrival asked for breakfast in room and told ‘no’ I think we could have been offered pastries and fruit if nothing else. For a hotel of this standard I’d expect a little more flexibility & customer service

I have stayed at Sofitel many many times, and every time it's a delight. It's far and away my favourite airport hotel, and the person I was travelling with this time, who had never seen it, commented 'this is a destination in itself!' which pretty much sums it up. It's the kind of hotel you go to to stay at a hotel, not to get an early plane. They offer welcome drinks in the foyer, they help with bags, they treat you to free room upgrades sometimes, which are amazing, the layout is gorgeous like a panopticon, and the elevators have glass backs so you can see into the central atrium. It's just a lovely place to stay, and it's often available for lower rates than the other far inferior Gatwick hotels! I am a big fan and will definitely be back!

Lovely hotel that's just a 2 minute walk from the North Terminal, perfect for an early morning flight. The hotel itself is modern, well decorated, clean and airy. The room was a good size with nice views of the internal section, which is bright and spacious. The bed was very comfortable and we slept really well. The staff were all super friendly and helpful and the food at the restaurant was great. Most crucially the room is well sound proofed and it was nice and quiet - ideal for getting a good night's sleep!

One of the lifts wasn't working which meant it was quite slow getting to and from the room as everyone was queuing up for the only other working lift

Very convenient for the airport, from arriving at the front lobby, the staff were amazing and very attentive, immediately took care of our luggage, checked in very efficiently, took our luggage up to the room, explained everything we could possibly want or need, he made us feel so welcome, and important. The restaurant was very good, also excellent service, could not fault this hotel on any level, customer service experience was exceptional. They arranged disability service to the airport for my husband and myself, took us from the hotel to south terminal, so effiently, this was a massive part of the service that really stood out for us, as 2 disabled guests we were treated like VIPs, nothing was to much trouble even at 4.30am. Would defiantly recommend, and would be myfirst choice to stay in again if we fly fromGatwick again. Thank you so much.

Nothing to dislike.

Situation and convenience. Rooms always clean and comfortable

For the first time in coming to the hotel we were disappointed with the staff in the bar and Asian and breakfast area. The bar: waiter had a horrid cold. Kept blowing his nose at the station and did not wash his hands at all. Asian restaurant. Food beautiful, but it the staff kept complaining that it was packed and only had four staff on. Said tips did not go to them, but to main staff, unless we left cash for them. Breakfast: dish of honey comb on entering by wine with a spoon, why? Tables not clean and tops of high leatherback sofas dirty. I asked for maple syrup or honey ( but not one on entrance) and a waiter rudely told me that they don’t do either. Then to top it all the manager was picking his nose. Very disappointing

The Front Office team, in general, was very helpful and friendly! Unfortunately, I didn’t catch his name, but I believe he is a manager—the gentleman who wore a suit (blue on one evening and black on another). He was incredibly helpful and friendly, going out of his way to assist us with a small issue. His efforts went far beyond our expectations! Additionally, Aslam at the bar was absolutely outstanding. His attention to detail was exceptional, and his service was the best we’ve ever experienced. Truly top-notch!

We were not informed before check-in that if we didn’t pay the deposit, any incidentals would be charged directly. This lack of communication caused an issue on our first night when we dined at the Italian restaurant. I hadn’t brought any money or cards, assuming we could charge the meal to our room. However, the waiter informed us that we had to pay immediately. When I returned to the room to get cash and paid the bill, the waiter ran after us, questioning the money because it was issued by the Bank of Ireland, even though it was valid currency. I understand they have procedures to follow, but his reaction was excessive and made me feel as though we were being treated like criminals over a simple currency issue. It was an uncomfortable and unnecessary experience.

Location is absolutely amazing! Right next to the terminal, it took us minutes to get to the check-in counter. Every member of staff we encountered was fantastic and very helpful. We were celebrating our 10th anniversary and they kindly upgraded our room - a very welcome surprise! Facilities were clean and modern, the restaurant we had dinner at had great food and service, and the rooms were very quiet. We had a great view of the runway but we couldn't hear anything from the outside which meant we had a good night sleep. The room itself was spacious and very clean, and the shower in the bathroom is "husband approved" - which is the highest compliment from him! We have a Disney World trip coming up in 2026 and I know we'll be booking a room here again :)

The location of this hotel is superb, with only a quick walk to departures via a purpose built enclosed walkway. The lobby is breathtaking when you enter first the first time. Both the bedroom and the bathroom were well designed and very clean. The television setup allowed Chromecast which made our stay more enjoyable.

The pillows were some of the worst we’ve come across, causing us both to have a bad night’s sleep. We elected to have room service for dinner, which was initially reasonable priced (including the £5 tray charge) until an unexpected additional service charge was added on top, this might have been appropriate however our food was delivered without cutlery (later rectified) and the cheese plate was missing the crackers.

Clean and spacious room and very comfortable bed. Breakfast was great too.

The housekeeping staff.. we had a knock on the door at 6pm when I went o the door the lady was already walking away. She came back said ‘these are for you ‘ and plonked two folded up drinks coasters in my hand together with two small chocolates. She then handed me to loose towels ( just hanging not folded)!and said ‘these are yours to’ .. she then showed some slippers ‘ you got ‘ I said yes and then she just walked off !! There was also no normal coffee pods only decaf. I went to the lounge on floor 8 to see if I could get some and was told I would need to ring 42 or 43. Called 42 , no answer , called 43.. they told me to call 0 !! Finally got some delivered a bit later in an envelope … no apology .. no comment.. Staff need some training in manners and customer service.

Fantastic location in North Terminal at Gatwick, it made the perfect start to our dream holiday and took out all the stress. Great room, lovely supper in the restaurant and, apart from one exception, very helpful and polite staff. Please give our compliments to Sal, who saw us looking a bit lost on the morning of our departure; he was so helpful and guided us to the appropriate check in; he really was outstanding.

The member of staff who greeted us when we arrived (not reception, just a meet and greet) was disrespectful and arrogant. He was the only negative element in an otherwise excellent stay. Unfortunately I didn't get his name as I was distracted by his unpleasant attitude.