High Trees Gatwick Guest House

The property has potential, with a nice pool, friendly dogs, and a peaceful, very clean setting. The cleaning staff were kind and helpful. But the way the woman who seems to own or manage the place treated us left us feeling unwelcome, and we wondered if it was because we’re Lithuanians. I can’t recommend staying here. At first she said we could remain by the pool until 4pm on checkout day, despite the official 10am checkout. Later the hot tub still hadn’t been prepared, and she asked for another £40. We agreed, but she began filling it while it was still dirty, so we didn’t feel safe using it. On checkout morning we were cooking on our own small electric grill because the grills provided were too dirty. Despite her earlier offer, she suddenly ordered us off the property at 10am and threatened to call police. We explained that our 80-year-old family member and disabled child needed food, but she still made us leave. We ended up eating breakfast outside on the street. The place also needs refurbishment.

Our airline cancelled our flight, and we only found out this morning, so we asked for a refund 12 days before arrival. Heathrow was our only option for rebooking, but they refused to cancel unless we paid a fee of about 95%. Disgusting.

Staying at Hazelwick House felt like stepping back in time, while still having all the comforts we wanted. The property’s history comes through in the details, but nothing seemed worn or outdated. We especially enjoyed the period character alongside modern touches, including outdoor kitchens, a heated pool, and comfortable, well-equipped rooms. Such a special place.

We haven’t actually stayed at Hazelwick, and after this experience, I can guarantee we never will. Our Norse Airlines flight from Gatwick was cancelled two weeks before we were due to leave, so we had to find another flight and the only one available was from Heathrow. I contacted Hazelwick through booking.com and was initially told there’d be no refund. Eventually I spoke to the owner, who offered credit for 24 months, but no refund. I felt let down and thought they could have shown more sympathy. The secure car park we’d booked understood and refunded its fee. As a businessman myself, I try to treat people fairly and look after them. booking.com was just as bad, so I won’t use them again either. I don’t like leaving negative comments, but felt they deserved it.