6/10 Okay
Tien-Yi
Travelled with group
15 Jun 2025
Liked: Property conditions & facilities
Disliked: Staff & service
I booked the ‘Executive Room with Club Lounge access (high floor)’ but we were given room 604 (not a high floor) and the staff member checking us in did not inform us about any lounge access. We called from the room to check on the lounge access and the staff who answered did not seem to know anything or even want to help. She told us just to just go to the business centre (?) on the 9th floor and it felt like she just wanted to hand us off to someone else to deal with. We were tired from extensive travelling and did not want to deal with more drama so we did not escalate this then.
I intentionally booked the Executive room (not a standard room) because we would be arriving in the late afternoon/evening had to leave early the next day to catch a flight, and thought to use the lounge in case we were too tired to leave the hotel. On top of this, there were no face towels, only one hand towel in the bathroom, and the hair dryer was hung up in a dusty bag, which triggered bouts of sneezing when I tried to remove it from the bag to use. The entire experience was very disappointing and I feel that I wasn’t given the room/facilities that I booked. We had to check out at about 5am because of our early flight and there was no one at reception to whom we could provide feedback.
I will say that the male staff manning the ground floor entry and shuttle to Sandton City Mall, as well as the shuttle driver, were very helpful and friendly. The complimentary shuttle service was great.
Tien-Yi
Stayed 1 night in Jun 2025
