Our recent stay at the DoubleTree Hotel was overall positive, with a few areas for improvement. We checked in on 11 May, where we were welcomed by a very helpful receptionist, setting a good tone for our visit. However, the end of our stay did not meet the same standard. On our departure day, 13 May, we had to check out at 5 AM and encountered some challenges with the receptionist on duty. He was initially reluctant to help us adjust our pre-arranged cab timing due to a last-minute change in our flight schedule, stating it was impossible without even checking. It wasn’t until a follow-up request that he reluctantly made the necessary call, and even then, he struggled to find the contact number, which was disappointing.
Additionally, we were informed at check-in that the cab fare to Gatwick Airport would be between 90-100 pounds, but we ended up paying 225 pounds. This unexpected increase in cost was not communicated beforehand and significantly affected our overall experience.
While the hotel itself provided comfort and the initial service was excellent, the inconsistency in service quality and transparency regarding costs at check-out left us with mixed feelings. We hope for improvements in these areas for future guests.