After multiple stays at this hotel over the past 7 years, we were very disappointed with our 4 night September stay in an Executive Room and we will never return. Over the years we have seen a steady decline, however, as we always found the place welcoming, friendly staff, with good food and clean rooms plus great location and good prices we continued to book. This stay, however, was a catalogue of problems that started on arrival. 1. We booked and paid for an early check in but the keypad wouldn't allow us access. As there is no longer a staffed reception (very bad idea) we managed to find a cleaner to let us in and she did say this was a problem with early check ins. 2. Once in the room we entered the bathroom to find NO towels had been provided. Plus no bin liner. Fortunately we were able to find the cleaner who did go and get us some towels. 3. The safe was already closed so we couldn't use it and despite informing the cleaner when she brought the towels nothing was done for the entire stay. 4. I decided to have a quick shower before going out but found loads of hair stuck to the wall and a very low pressure shower. The non stick mat that was provided was dirty and frayed at the edges so not pleasant to use. 5. When we returned in the evening we found the entrance very dark and uninviting. 6. We couldn't access the complimentary WiFi as didn't have the code and neither of us had good mobile reception to be able to search for it online. We did look at the notice boards in reception but couldn't see it and it didn't appear on any emailed booking communications. I later found it the following day when away from the hotel grounds where we has mobile reception. 7. Breakfast. It was like 'Fawlty Towers' on the first day. Even though we arrived very early, there were already lots of guests in the breakfast room and the only member of staff didn't welcome us nor explain where things were. The buffet selection was poor and most had run out, the coffee jug was empty, the water urn for tea was empty too. Obviously we asked for these to be refilled as did other guests multiple times but it took ages and when I repeatedly asked for a clean cup it eventually was slammed down on the table with no apology. The member of staff didn't look like he knew what he was doing and kept dropping cutlery on the floor and left it there. Everything was very chaotic. On previous visits I have really enjoyed the breakfasts especially the omelets but this time mine arrived badly presented and much smaller and not nearly as tasty. My husband's Full English which has always been really good was very poor too. Subsequent breakfasts were better, probably as there were less guests and a different member of staff. 8. TV in room - couldn't watch it as reception was so poor it constantly buffered and froze. 9. Price - the prices have increased significantly. Summary. We are very disappointed as the hotel is in a lovely location near to beautiful countryside and river and perfect

1. Could no access to the room on early check in 2. No receptionist only a phone number 3. Television not working 4. No phone in room but states on information provided 5. Sausages on breakfast were not good they were off. When asked waitress to speak to chef. The chef wasn’t interested 6. No staff around to ask questions Definitely NOT recommended felt like I wasted my money. It looks beautiful but looks can be deceiving

I travel to Steyning a couple of times a year and have previously stayed at a neighbouring establishment but decided to give The Tollgate a try, and I booked and paid several months ahead. I don't like the remote reception. There is no one around and you have to phone a call centre. On arrival I checked myself in and the room was as in the photo on the website, really quite well appointed, but very dark and dingy as it was a long room looking out on to a retaining wall with overhanging greenery blocking what daylight that there was. Needed the lights on at 4pm in July. I decided that this was not acceptable and went to reception to phone and ask for another room with more natural light. The man to whom I spoke said that they were fully booked but he would see what he could do for the rest of my stay and he would leave a note for the manager. The following morning I phoned again and was told that the duty manager was not in yet but the woman I spoke to noted my call and number. I said that I would clear room 106, put my bags in the car and wait to hear my new room number. Eventually I got a call at 4 pm from the manager who said that she could do nothing as all the rooms were now occupied. I said that I had been told that the previous day and it was going to be addressed that morning, but she replied that she was the manager and implied that nobody else had had the authority to give me an assurances. I said how unsatisfactory it all was and I wouldn't be staying there again but she really didn't seem bothered. The place is in transition and being upgraded but needs a lot of work on its admin before it qualifies as being in the 'hospitality' sector.

Our recent stay at The Tollgate Hotel was a little disappointing There appears to be plans to completely refurb the place ..something that is urgently needed I suggest the place is closed and the owners get on with it The room was a delux suite and fell far short of what i would of expected The furniture is very dated The shower had a very poor flow The TV reception was poor We couldnt get any BBC channels Breakfast wasnt the best quality .. we ate elswhere on the second morning The dining room was dreary and depressing There was no one on reception which felt a bit odd An elderly coulple need help from us to access their room The village and surrounding countryside is stunning and am sure when the hotel has undergone the refurb it will be worth a stay It does have a reputation of once being the ' in place' Would we stay here again? Sadly no not in its current condition

I’ve been back to The Tollgate B&B a few times now and they never fail to disappoint. The staff are all so lovely and really go out their way for you. The rooms are always clean, smells great and tidy. The breakfast is awesome, filling and fresh. Today i woke up on Easter morning to a delightful surprise at my door. Thankyou to everyone at the Tollgate B&B. You always make my stay so good. Leon

First stay here in a standard room for one night. We did take a chance because some of the reviews weren’t overly positive. Our room, 108, was spacious and comfortable. It was a little dated but that didn’t bother us. The bed was large and we both slept really well. The bathroom was lovely!! The breakfast. Couple of things weren’t great but when it’s reflected in the price, can’t really complain. When we arrived, we were told breakfast would be between 07.30 -10.00 Then they wanted to know what time we wanted breakfast? When we’ve been away before in other hotels we’ve got up our leisure and headed down to breakfast, so we felt pressured to be ready at a certain time which was off putting. The breakfast itself was disappointing. The scrambled eggs were not great, a lot of white in them so hadn’t been whisked and weren’t soft or creamy. The toast was soggy like it had been buttered and left. The cooked full English was small and not exactly great. We waited 20 minutes before they took our order. But as I said, the price of the room and breakfast was reasonable. We would stay again.

I booked this “hotel” as we had stayed here before and enjoyed their restaurant & breakfast. Prior to arrival I was asked if I would like to upgrade our room, I said yes. We checked in, asked about booking a table for 4 people that night, then the bombshell…… “We don’t serve evening meals anymore” !!!!! But if you want to walk 5 minutes down the road there is a pub The Castle Inn and they serve food. I had already arranged to meet our friends at the hotel for a meal, so it was a quick put the bags in the room and walk to the pub. Thankfully they were able to accommodate us for both nights that we were staying. After our first nights meal we wandered back to the hotel for a drink, another BIG disappointment, rang the bell twice for service at the bar, when we were served it took 3 attempts at ordering our drinks because they weren’t available. The bar area smelt musty, tables and chairs were dusty and sticky, not welcoming in anyway. Our room was very spacious and comfortable, one of the windows didn’t shut properly so we were woken by the traffic early in the morning. Breakfast was another shock, where was their buffet breakfast ?? No that had also been culled. Not a huge selection on the menu but adequate. When I originally booked our room, the confirmation emails were received with the title The Tollgate Hotel and Restaurant, there was no mention of evening meals or buffet breakfast being unavailable. I appreciate the hospitality industry is on its knees, but not to inform your guests of the changes that have taken place is unbelievable. I will not stay here again nor would I recommend staying here.