Dear Sir / Madam, I am writing to you to raise an issue about: Hotel The issue that I have experienced was: Myself and 2 children stayed in a room at the Gatwick Central on June 10th, 2019. After a 12 hour journey from Canada and on checking in I asked the receptionist where the nearest transport was so that myself and my children could go out if we wanted. The receptionist looked at me quizzically and stated "you are staying in the Gatwick airport - there is nothing much to do here" - which was unhelpful and unfriendly and not what was needed after 12 hours of travelling. My family went to the room and thought we had been misdirected. ONe bed with two small camp beds was fine, but the room was small and unclean. Listed here are the issues: 1. Lights in bathroom were dim 2. Floors in bathroom - dirty with hairs evident in corners 3. Shampoo/shower gel was poor quality - it did not lather enough to wash hair with 4. TV - so small that the person in the far camp bed could not see comfortably 5. Clumps of hair in different places in room - my son had some attached to his shoe and on his clothing the next day 6. Bath mat was filthy and old - uninviting to shower We went to dinner in the restaurant - the prices were high and not reflected in quality of food. I was overcharged and had to return to the busy bar to get back money . When food came, the burgers were minimally cooked and pretty sub standard. Bar staff were pleasant but too busy and under pressure. I live in Canada and if I converted the price for a room into Canadian dollars, I would have received a friendly introduction and a higher quality room. It occurred on: 10/06/2019 This meant that I feel disgruntled and upset to have paid for such a sub standard room. My son was distraught to find clumps of hair on him the next day. We all felt dirty when we left this hotel. I expected high service and was embarrassed as a UK citizen to observe such a slip in standards. I would like a refund for for this awful experience. Yours faithfully, Rachel Goodliffe Reservation or booking reference [protected] Hotel name or location Gatwick Central UK 2749 Bradford Drive Campbell River BC Canada V9W 0A3