Copthorne Way, Copthorne, West Sussex, Crawley, England
Reviews
7.8
Good
All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Very impressed with the attitude and helpful staff at The Copthorne- it’s very difficult during COVID but Peter and Toni do their best to ensure everything available is explained fully and keep a smile on their face throughout!
All the staff were very very pleasant and the hotel might require an update after the covid recovery but it’s very clean warm comfortable and value for money
Thank you
Phill
Stayed 1 night in Jan 2021
Response from FOM on 23 Jan 2021
Dear Guest,
Thank you for leaving such a lovely review of your recent stay. I am pleased you found the staff friendly and the hotel good value for money, I will share this feedback with my colleagues. I have passed on your feedback in regards to upgrades needed after Covid and this feedback is much appreciated.
I hope we get the opportunity to welcome you back in the future
Kind Regards
Toni Reeves
Front Office Manager
8/10 Good
Andrew
19 Jan 2021
Andrew
Stayed 1 night in Jan 2021
Response from FOM on 30 Jan 2021
Dear guest,
Thank you for taking the time to give us a 8/10 rating on your stay.
I trust all was well when you were here and look forward to welcoming you back should you require a hotel in the area again
Kind regards
Toni Reeves
Front Office Manager
6/10 Okay
JILL
15 Jan 2021
JILL
Stayed 1 night in Jan 2021
Response from FOM on 30 Jan 2021
Dear Guest,
Thank you for rating your recent stay with us. We would love to hear how we could have done better so if you have the time would like to hear from you to gain further information.
I wish you well and hope we get to welcome you again
Kind regards
Toni Reeves
Front Office Manager
Dear Guest,
Thank you for taking the time to give us an amazing 10/10 rating. My colleagues will be delighted when I share this with them. I am sure they will appreciate the recognition of all their hard work during these testing times.
I hope we het the opportunity to welcome you back in the future.
Kind regards
Ton Reeves
Front Office Manager
10/10 Excellent
Douglas
9 Jan 2021
Douglas
Stayed 1 night in Jan 2021
Response from FOM on 23 Jan 2021
Dear Guest,
Thank you for taking the time to leave a 10/10 rating on your recent stay.
I hope we get to welcome you back in the future
Kind Regards
Toni Reeves
Front Office Manager
Dear Guest,
Thank you for giving us a 9/10 rating. I trust you enjoyed your stay with us and hope we get to see you in the future
Kind regards
Toni Reeves
Front Office Manager
Dear Guest,
It was a pleasure to read your review and to know that you found the staff to be friendly and helpful. I will pass your feedback to my colleagues as I am sure they will appreciate notice of their hard work.
Kind regards
Toni reeves
Front Office Manager
Difficult period of lockdown but staff were friendly and did everything they could to make it a pleasant stay...
Kofi
Stayed 12 nights in Dec 2020
Response from FOM on 15 Jan 2021
Dear Guest,
Thank for taking the time to write your feedback and to notice the hard work from our staff during the current times.
I am delighted you enjoyed your stay with us and I hope we get to welcome you back in the near future.
Kind regards
Toni Reeves
Front Office manger
Dear Jim
thank you for your excellent rating. Wishing you well for 2021. Hope to see you soon again.
Torsten
Hotel Manager
4/10 Poor
Paul
21 Dec 2020
Paul
Stayed 1 night in Dec 2020
Response from FOM on 1 Jan 2021
Dear Guest,
Thank you for choosing to stay with us and leave a 4/5 rating. I trust you had a pleasant say and we et the opportunity to welcome you back in the future
Kind regards
Toni Reeves
Front Office Manager
Dear Reece
thank you for the great rating. We hope to see to soon again. Best wishes for 2021.
Torsten
Hotel Manager
8/10 Good
Sarah
18 Dec 2020
Sarah
Stayed 1 night in Dec 2020
Response from Torsten on 29 Dec 2020
Dear Sarah
thank you for the 4*. I trust you enjoyed your time on the hotel.
Kind regards
Torsten
Hotel Manager
10/10 Excellent
Éric
10 Dec 2020
Éric
Stayed 1 night in Dec 2020
Response from Torsten on 30 Dec 2020
Dear Eric
thank you for the great rating. We hope to see to soon again. Best wishes for 2021.
Torsten
Hotel Manager
4/10 Poor
John Scott Works
Business traveller
10 Dec 2020
Liked: Room comfort
Disliked: Property conditions & facilities
Bathroom / Shower is dangerous
Putting a 5'10" person in a room where they can't stand upright in the shower is poor .... and dangerous. But that's what happens if you're given room 418.
John Scott Works
Stayed 1 night in Dec 2020
Response from Torsten on 12 Dec 2020
Dear John Scott Works
thank you for your feedback. We are sorry to hear that you feel that the facilities are not suitable. The hotel is a traditional built house with sloping ceilings. Some bedrooms are affected by it.
Let us know on the next visit and we see that we allocate a ground floor room with even ceiling.
Best wishes
Torsten
Hotel Manager
6/10 Okay
Bridget
Travelled with family
4 Dec 2020
Disliked: Room comfort
The staff mostly friendly in particular reception and maintainnce who we had to call uoon and change rooms as ours had a broken lick on window not sedure. Our room was freezing, infact the hotel was cold. The restaurant had a small heater. I understand we have just come out of lockdown but l think the hotel should be getter prepared for guests
Bridget
Stayed 1 night in Dec 2020
Response from Torsten on 6 Dec 2020
Dear Bridget
thank you for your feedback. I appreciate in particular the recognition of the service efforts by the team.
I am sorry to hear that it was cold during your stay. We see what we can do to increase the temperature.
Wishing you well and hope to see you soon again.
Torsten
Hotel Manager
In the bathroom, the sink and bath didn't have any cold water, both taps had scalding hot water and we were unable to have a shower or wash our teeth as the water temperature was that of a boiled kettle.
ADAM
Stayed 1 night in Nov 2020
Response from Torsten on 19 Nov 2020
Dear Adam
thank you for your review. I am sorry for the encountered problem with the water. I thank you for highlighting this to us at the time so that we can take appropriate action to resolve the problem.
I trust we had been able to offer an alternative room to use the bath instead.
Please let me know if there was any other feedback to be share with us.
Kind regards
Torsten
Hotel Manager
6/10 Okay
I
14 Nov 2020
I
Stayed 3 nights in Nov 2020
Response from Torsten on 25 Nov 2020
Dear I
thank you for the rating. Please let us know if there is somewhere we can improve on.
We appreciate feedback and strive to make it the best experience possible.
Wishing you well
Kind regards
Torsten
Hotel Manager
The weather was not too good, however, after along drive the hotel was a welcome restover, it was inviting clean and warm, although lacking lots of people usually staying in hotels , all due to Covid 19 lockdown. If you have to stay away from home in these times, this would be a place you could recommend and want to stay again.
David
Stayed 1 night in Nov 2020
Response from Torsten on 15 Nov 2020
Dear David
thank you for the positive review. We hope to see you soon again.
Kind regards
Torsten
Hotel Manager
Dear Paul
thank you for your rating. Please do contact me should you wish to share more detail. We are striving to give excellent customer service and I would appreciate the chance to improve.
Thanks and kind regards
Torsten
Hotel Manager
8/10 Good
Tara
4 Nov 2020
Tara
Stayed 1 night in Nov 2020
Response from Torsten on 15 Nov 2020
Dear Tara
thank you for the 4*. I hope to see you soon again.
Kind regards
Torsten
Hotel Manager
Booked night away for Wife’s birthday hotel very clean and very good service
S
Stayed 1 night in Nov 2020
Response from Torsten on 8 Nov 2020
Dear S
thank you for sharing your great experience with the community. It was a pleasure to have you in the hotel and I hope to see you soon again.
Thanks and kind regards
Torsten
Hotel Manager
8/10 Good
Verified traveller
29 Oct 2020
Liked: Cleanliness
Verified traveller
Stayed 2 nights in Oct 2020
Response from Torsten on 12 Dec 2020
Thank you for the 4 stars.
6/10 Okay
Damian
29 Oct 2020
Damian
Stayed 3 nights in Oct 2020
Response from Torsten on 10 Nov 2020
Dear Damian
thank you for your rating, I trust all was well.
We are hoping to see you soon again.
Kind regards
Torsten
Hotel Manager
2/10 Terrible
Darryl
29 Oct 2020
Darryl
Stayed 3 nights in Oct 2020
Response from Torsten on 10 Nov 2020
Dear Darryl
I am sorry to see that you have not enjoyed your stay. Please do contact us directly should you wish to give us more detail.
Thanks and kind regards
Torsten
Hotel Manager
4/10 Poor
Ellie
28 Oct 2020
Ellie
Stayed 1 night in Oct 2020
Response from Torsten on 8 Nov 2020
Dear Ellie
sorry to see that you did not fully enjoy your stay.
Please do let me know if you would like to share more details.
Kind regards
Torsten
Hotel Manager
Dear Guest,
Thank you for leaving us a 10/10 review on your recent stay
I hope we get to welcome you back in the near future
Kind regards
Toni Reeves
Front office manager
Easy check in and easy parking - no walking miles! Peter ( receptionist) was lovely and very informative. The room was fresh and clean - I loved the little touches , such as dressing gowns, slippers and water. A fab night's sleep too!
Claire
Stayed 1 night in Oct 2020
Response from Torsten on 26 Oct 2020
Dear Claire
thank you for sharing your feedback. I am happy to see that you enjoyed your stay and will pass on your feedback over Peter. He is an exceptional colleague and team player.
I trust we will see you soon again,
Best regards
Torsten
Hotel Manager
Dear Guest,
Thank you for rating your recent stay with us. We would love to know what we could have done to make this 10/10 and ask if you have time to contact the duty manager to discuss this.
I do hope we get to welcome you back soon
Kind regards
Toni Reeves
Front office manager
Dear Guest,
Thank you for leaving a 10* review on your recent stay.
I hope we get the opportunity to welcome you back in the near future
Kind regards
Toni Reeves
Front Office Manager
Dear Martin
thank you for the 4*. We hope to see you soon again.
Torsten
Hotel Manager
6/10 Okay
Danny
9 Oct 2020
Danny
Stayed 1 night in Oct 2020
Response from Torsten on 20 Oct 2020
Dear Danny
thank you for your review. Please let us know if you would like to share more detail with us.
Kind regards
Torsten
Hotel Manager
8/10 Good
Luke
30 Sept 2020
Luke
Stayed 1 night in Sep 2020
Response from Torsten on 11 Oct 2020
Dear Luke
thank you for the rating. We hope to see you soon again.
Best Wishes
Torsten
Hotel Manager
8/10 Good
RAYMOND
22 Sept 2020
RAYMOND
Stayed 1 night in Sep 2020
Response from Torsten on 5 Oct 2020
Dear Raymond
thank you very much for the positive rating. Please let me know if there was anything particularly well or not so well during the stay.
Hope to see you soon again.
Kind regards
Torsten
Hotel Manager
The service at the hotel desk was nice. When we went for a swim the service wasn't great, she behaved as if me and my friends didn't belong there and comes to blame us for false accusations from a woman who was sharing the pool with us. There were cobwebs in the toilets, and trash left behind the television. There was dust on the bed frames and on top of drawers and it smelled like old carpet.
Sungjin
Stayed 1 night in Sep 2020
Response from Torsten on 23 Sept 2020
Dear Sungjin
thank you for the feedback. I have had a conversation with the gym team. It seemed that another customer made a complaint about your behaviour and the manager addressed you consequently.
You may understand that this is always a difficult situation as one cannot dismiss any claims made.
I appreciate your feedback over the cleanliness. I have addressed the Housekeeping team and inspected a few rooms. It seems to have been an isolated incident.
Thank you for bringing it to my attention and please accept my apologies for the shortfall in service.
Kind regards
Torsten
Hotel Manager
Staff pleasant
Unfortunately our room smelt of dampness, the cleanliness was poor, the AC was so loud and didn’t work properly ..
I am contacting the hotel today, as I wasn’t impressed...
Verified traveller
Stayed 3 nights in Sep 2020
Response from Torsten on 18 Sept 2020
Dear Traveller
thank you for your feedback. Indeed we are not currently operating the AC. Please do ask for myself when contacting the hotel so we can discuss details.
Looking forward to hearing from you.
Torsten
Hotel Manager
4/10 Poor
Neill
13 Sept 2020
Neill
Stayed 2 nights in Sep 2020
Response from Torsten on 26 Sept 2020
Dear Neill
my apologies for letting you down and not fulfilling your expectations. Should you wish to give me detailed feedback, please contact me direct at the hotel.
Thanks and kind regards
Torsten
Hotel Manager
8/10 Good
RAYMOND
8 Sept 2020
RAYMOND
Stayed 1 night in Sep 2020
Response from FOM on 21 Sept 2020
Dear Guest,
Thank you for taking the time to review your recent stay and giving us and 8/10. I trust you enjoyed your stay and I hope we get the opportunity to welcome you back in the future
Kind regards
Toni Reeves
Front office manager
8/10 Good
Verified traveller
6 Sept 2020
Verified traveller
Stayed 2 nights in Sep 2020
Response from Torsten on 12 Sept 2020
Dear Traveller
thanks for the 4 star. We trust you will be back soon,
Best wishes and stay safe
Torsten
Hotel Manager
8/10 Good
Hayley
31 Aug 2020
Hayley
Stayed 2 nights in Aug 2020
Response from Torsten on 12 Sept 2020
Dear Hayley
thanks for the 8 out of 10, It has been lovely to be your host and we hope we see you soon again.
Best wishes
The staff did their best in the circumstances -but the COvID restrictions did cause some problems-dinner we had to find a table in one of the closed down restaurants
Breakfast we ordered the night before and were told that we would get a call to collect it -I wondered down to reception that morning to find our four breakfasts on the side, cold with items missing -no phone call was received. I understand these are unprecedented times and I’m happy to follow the new rules -my annoyance is making rules that are then not managed correctly. Otherwise the hotel was clean and the staff were helpful and polite. With regards to breakfast the chef was quick to apologise and replace what was missing.
Glyn
Stayed 1 night in Aug 2020
Response from Torsten on 1 Sept 2020
Dear Glyn
thank you for your review. I apologise for the shortfalls in the F&B delivery. I will reiterate with the team the procedure and follow up. I am happy to read that chef was quick to react to your request,
I appreciate your positive comments, in particular for the team as they are trying their best to deliver the highest customer service.
Wishing you well during these times and hope to see you soon again.
Under the covid pandemic the hotel performed very well
Terry
Stayed 1 night in Aug 2020
Response from Torsten on 1 Sept 2020
Dear Terry
thank you for the praise in these unprecedented times.
Wishing you well hope to see you soon again.
8/10 Good
Verified traveller
25 Aug 2020
Verified traveller
Stayed 2 nights in Aug 2020
Response from Torsten on 1 Sept 2020
Dear Guest
thanks for the 4*.
Best wishes
6/10 Okay
Verified traveller
16 Aug 2020
Room 359 interesting toilet flush. Needs attending. But disappointing, price was good. But dated, not the luxury it was originally known for.
Verified traveller
Stayed 1 night in Aug 2020
Response from Torsten on 6 Sept 2020
Dear Traveller
thank you for your feedback. I had sent the maintenance team to see to the bath room at the time. We are not currently able to offer the luxury that we used to offer but hope to gradually resume to a new normal with enhanced facilities.
We hope you will be able to enjoy us on the future and experience us with better service.
Kind regards
Torsten
Hotel Manager
Disappointing!
Scruffy, unhelpful staff and a horrible room. No change of towels! The breakfast was good but I didn't agree with fact the uneaten food was left in the room. Room not serviced.
Generally a bad experience.
Carol
Stayed 2 nights in Aug 2020
Response from Torsten on 6 Sept 2020
Dear Carol
thank you for your review and feedback.
We do try hard under the given circumstances to adhere to social distancing and minimising contact between guests and staff. We are therefore providing information regarding the measures applied during your stay. We are happy to remove the trays from outside your room and we are happy to issue towels and amenities during your stay from reception. I understand that this is not the usual service, but our pricing is adjusted to reflect the difference to prior years.
I am sorry to hear about your opinion over the team and room. If you wish to discuss details and in order to enable me to to follow up, could you please contact me directly.
Wishing you well and hope to speak to you soon.
Torsten
Hotel Manager
A charming hotel with excellent staff. I liked the rooms and pillows were comfortable. The food too was better than average.
Sally
Stayed 1 night in Jul 2020
Response from FOM on 6 Aug 2020
Dear Guest,
Thank you for taking the time to review your recent stay.
I am pleased that you received such excellent service from our staff and had a comfortable stay.
I hop we get the opportunity to welcome you back in the near future
Kind regards
Toni Reeves
Front Office Manager
This was an awful stay. We booked 2 twin rooms. One room had holes in the wall, a main light that only worked if other switches were in a particular position and a shower that only had one setting-scalding. After scalding myself they sentvthe maihrenance manager who said it coukdnt be fixed
Roger
Stayed 2 nights in Jul 2020
Response from Torsten on 6 Sept 2020
Dear Roger
please accept my apologies for the shortfalls in service and facilities. I understand that you had been in conversation with my team at the time and that the issues were resolved during your stay. I have also been informed that we issued a token of apology during your stay. We have since been able to rectify the highlighted issues in the 2 rooms.
Wishing you well and stay safe
Torsten
Hotel Manager
We brought this hotel room for the night of 25th of July and upon arrival the check in was delightful. As we got into our ‘double room’ we then realised that the rooms are nothing like advertised Online, so we took it on the chin and settled down, now came dinner.
I never thought in my whole life a hotel of such good reviews would provide a £3 supermarket pizza (Which is a Chicago town stuffed crust from Tesco) and try describing it on the menu as ‘Chicken and bacon pizza with mozzarella and cheddar cheese‘ and charging £13!!! Never have we been so disappointed and angry at a hotel service, strongly DONT recommend staying here if you are a couple looking for a nice night away, wish for a full refund as this room was falsely advertised and restaurant service was appalling.
Olivia
Stayed 1 night in Jul 2020
Response from HM on 30 Jul 2020
Dear Olivia
Thank you for taking your time and completing an online comment.
Please accept my apologies for not meeting your expectations. I am very sorry that you perceived shortfalls in service and product. Could you please contact me directly in the hotel so that we can discuss the matter and come to a resolution. I am looking forward to hearing from you.
Thanks and stay safe
Torsten
Hotel Manager
6/10 Okay
linzi
22 Jul 2020
Liked: Cleanliness, staff & service, room comfort
Ok for the money but not great
Staff lovely and efficient and rooms clean but very dated...i think the pictures give off a better impression of the rooms than the reality mine definitely wasnt as nice as any in the pictures and the aircon didnt work and we only had hot water in the bathroom...
linzi
Stayed 1 night in Jul 2020
Response from Torsten on 6 Sept 2020
Dear Linzi
thank you for your review and sharing with the community. We do have rooms under different designs but all are of an equally high standard.
I am very sorry that some facilities were not working during your stay.
I trust that all will be in order when you stay next with us.
Stay safe and kind regards
Torsten
Hotel Manager