The score reflects the fact that the hotel was changed after booking to one much farther away which meant that £35 had to be spent on taxis.

Mr Edwards ( Airport Inn Gatwick)

We booked hotel,room and car parking, with mini bus to airport. Had to find own way to airport.

Mr Baker ( Airport Inn Gatwick)

Dear sir/madam Ref cmmccc I would like to give you some customer experience feedback for my visit to to the Airport Inn on 3.3.22. I will begin by stating I am very disappointed with my experience and I feel I will not be using your company again unless you can convince me otherwise. I booked the hotel on November for an over night stay for 3 with parking. We arrived by getting dropped off at the hotel by friends. Our friend was meeting us there who had the car booked in We opened the airport Inn Hotel door to find out that the airport was empty for paying guests and was closed to the public. To my despair I was very unhappy, not one email to myself or an update that this hotel had been moved to a sister hotel 10 miles aways (£20 in a taxi) each way. There was no information on the hotel, but there was a helpful desk attendant. He provided me with a phone number to ring and gave me the full address. I rang the number and no one answered the call, after 15 attempts I was getting more annoyed as you can imagine. Was this hotel actually ours to go to? Would there be anyone there? Would it be empty like this one. We had no choice or option but to book a taxi. We arrived at the hotel and the staff were great. We eventually got to our room at 10.30pm after all the fuss. We then got woken up my fire alarm at 4am in the morning, After waking up and going outside to find out there was not a fire and no one advising us if it was ok to go back in the building so we had a poor nights sleep. We entered the building after the alarm went off. We again booked another taxi (£20) to take us to the airport when it should have been a short walk. This means we again need a 3rd taxi on our return flight to get back to the hotel. Total cost of added funds is £60 which is not acceptable, we could have stayed and booked another hotel should we have known. The unpleasant experience is out of order, I am just at glad I did not have my wife and children with me. I received confirmation emails to enjoy my stay and no additional emails to notify me of the change. Why is this? I would like to know what if any amendments have been made to further guests as I would not want them to go through what I had to. Can you give me a explanation why or how I had this lack of communication. Especially after I had downloaded the app!!! What/how are you going to turn this OUCH experience back into a WOW to make me use your company again? Addtional to this I would like compensation for x 3 taxi journeys @£20 I look forward to a speedy response Kind regards Stephen kirton I have sent emails I have tried to contact through chat on the app but when your 60 in line all-time and waiting and the apps collapses its very frustrating. I tried this 4 times!! It will be great if I go a response to this or one of my 2 emails On Tue, 1 Mar, 10:47

Mr Kirton ( Airport Inn Gatwick)

The hotel I was booked into [ Brittania Airport Inn, 24Feb ] had been changed into a Refugee Hotel. No one had informed us. We were lucky to find an alternative hotel with parking. Unfortunately your scoring system does not allow minus numbers.

Mr Goddard ( Airport Inn Gatwick)