Icon Luxury Apartments — Hotel in City Centre

The location is perfect and the rooms are spacious. However the staff is highly incompetent. I think it may be because the place is always busy and they are understaffed. I am very upset with my experience here due to the following: We arrived at 10am on the day we were checking in. We were told check in time is at 2pm. At 2pm we were told the room is not ready because the guests werent leaving. We were super exhausted and my husband had a bachelor party to attend. He changed in the gym toilets and left. He was only going to return late. When I finally got a room I asked for a spare key for my husband. I was told his spare key would be at reception when he arrives late at night and he would be able to access the room without having to wake me. My husband arrived at 2am and there were no keys at reception for him. He told the front desk clerk he doesn't want to wake me but the front desk clerk still proceeded to call me and wake me up blaming someone else in his team for the fact that the keys werent ready. We were really upset because no one had taken responsibility for the affair. If I was in a deep sleep and hadn't woken up my husband would have been stuck outside all night. When we proceeded to complain the front desk manager in the morning jist blamed her colleague and seemed blaze about the whole affair saying the keys will be ready by the evening. Come evening we go to collect the keys. We are told they will be ready by 9 am the next morning. The keys are essential because my husband and I are often doing our own thing like going to get my hair done etc and we NEED 2 sets of keys. Come morning- on DAY 3 of out stay- NO KEYS Apart from all this the apartment itself is beautiful but there is no attention to detail. Like no garbage bins in the whole apartment except for next to the toilet. No place to put the soap bar near the sink etc etc. There have been a few reports of theft in the apartments

I think all in all the management is horrendous and clearly the people are highly incompetent with a bad attitude. Dont stay here unless...

Refused to stay in the room we were allocated, it was so filthy. Hair in the shower, hand prints and oily marks on the sliding door leading to the 'balcony'. Something oily on the bedside tables, and a strange splatter on the headboard. 2 of the three lights in the bathroom weren't working. The stovetop was also dirty. All of this for a room we were told would not be ready at the originally planned 3 pm check-in time, as housekeeping would need more time. We arrived shortly after 5 pm, and the room was in this state. There is also a cleaning fee of R625.00 charged at booking, not sure for what...||We were offered another room for the night so they could address these issues. Unfortunately, the room attendant didn't have keys for any other rooms and needed to go and fetch them. Over an hour later, we called to find out what was going on as we had been left in a dirty room to wait, as there is no seating in the lobby. Some time later, the room attendant emerged and ushered us to a room not much better than our previous option. The keys are not kept in the same building, and there is no management on site. The room attendant had to Uber to another building where the keys are kept, which, in peak hour traffic, isn't a quick solution.||We were able to get hold of a supervisor shortly before 6pm, after that it was not possible to speak to anyone who could assist. Housekeeping had also knocked off for the day, so there wasn't even anyone who could attend to these issues. We left the hotel to find somewhere else to stay. A month later, there has been no response from the property...

Bad and unsafe!! Our money were stolen in the apartment. There is no monitor or video recorder in the public area of the apartment. Both of the email and the service personnel at front desk told us that there won't be any house keeping service on Sundays. Therefore, we expected that there won't be anyone enter our room on Sunday. After we came back in the evening, we found that our US dollars were stolen and our room was cleaned. We filled-out many forms, described the details and agreed that they can contact with the police. But the manager always want to shirk the responsibility. They even showed us the new rules and told us that the house keeping service is provided everyday. This is unacceptable that they changed the rules just after we sent the report! That also made us scared because we feel that we were not safe. The others might come into our room anytime and they won't take any responsibility. We sent the report but didn't receive any complete formal results after a week (till now), even if I asked the front desk everyday. We know that we should keep our stuffs safe anytime. But this is a really bad experience! Not only our money were stolen, they also lie to us. We felt very sad about this! **For your safety, don't live here! We're sure that you can find a better place to stay...