@Sandton Hotel — Hotel in Gauteng

On the 21 August 2024 . While my cousin had explained that she needed to exchange her dollars for rands to pay for another night in your hotel . She was treated with the outmost disrespect from your so called fellow manager ! While paying the manager came to start shouting at her while I stood right next to her . Saying why would she only pay for the hotel now and for her paying late he should even kick her out and she and her young sister should find another hotel to stay . In his own words he said I cannot trust you to stay in this hotel . While my cousin had gone to exchange her dollars which everyone knew and she even left her younger sister in the room with all their belongings to show that they are not running away but she needed to change her money . As they do not accept dollars which we understood . There is a way to speak to clients and the way he spoke to my cousin was very offensive ,where we had to reason with him to even allow her a later check out the next day and allow her to stay the night with her younger sister .After a lot of back and forth he was satisfied only when he heard that she will pay extra as she will also require a late check out the following day ,then did he allow her to stay . The previous day as well when they had ordered breakfast, she had no rands and left $100 to show she is not running away and will exchange money once again . Other staff members were kind and understood her situation and she went to exchange . Where it seemed the same manager had an issue and made a scene . We had waited for about 1 hour for him and he was no show . Only the next day when he had a lot to say . She understands there are rules and policy’s that the hotel follows . Though you do not treat people who are not running away and actually left money in $ and you have their personal details and their luggage and her sister in the room so you can see she isn’t running away like trash . Your manager needs to go for training on how to speak to people with respect and understanding . As well as not to walk away when I stood up to tell him the way he spoke to my cousin is not on . I had recommended the hotel , to my cousin and to many friends of mine . After this experience I will not be recommending your hotel to people . Till either your manager is changed or goes for training and learns to apologize for talking down on people . We are not the first to complain about this manager and certainly won’t be the last . Never belittle clients and tell them you will remove them to go to another hotel and that you do not trust them when they had clearly come to pay in full and paid more for a late check out .

Other staff members were welcoming and understanding but as for your manager he needs retraining he is not a people’s person and he does not handle situations in a professional manner . Never have I experienced such degrading behavior...

Wow. What a shocking experience. The day before I booked into the hotel, I was booked into a different place and decide to go through to the hotel’s restaurant. Service was extremely slow which is a norm for them so I looked past this. About half an hour before I wanted to leave I asked our waitress, who was now behind the bar, to please put my phone on charge. She said that it was no problem and she took my phone. I came back half an hour later and asked for my phone. She then said that it did not charge properly in the bar and she had taken it to the office and she would bring it to me. I then waited 10 minutes and went to her where I was told the same thing. I waited another 10 minutes and she still couldn’t provide my phone saying that the office was locked and she was waiting for a manager. I then waited an additional 10 minutes (now 30 minutes of waiting) and asked to please speak to a manager. Management then started “tracking down” my phone, saying it was in another office but they weren’t sure which one and the supervisor who had the key had left to go home already. This went on for 20 minutes and I had now already been waiting almost an hour so I asked the manager how long it would take and he told me that if it was an issue then I shouldn’t have given them my phone to start with. Normally staff wouldn’t accept my phone if it’s an issue. Then after threatening to get police involved and an hour of waiting we finally got my phone back. The next day I was booked in but I decided to give them the benefit of the doubt and go in with a good mindset. And I was so disappointed. I came in with shorts and a crop top, the crop top was short but I was coming from a pool and planned on going straight to their pool. Reception had no issue with my outfit and no one said anything to me coming into the hotel or checking in. Then going to my car to go fetch my bags the floor security woman stopped me on my way and told me my outfit goes against hotel policy. I told her I was sorry and that I would get my bag and go change in my room. She told me I would not be allowed back into the hotel and I would have to change in my car. I said to her I could just go up quickly and it wouldn’t be an issue but she insisted and forced me to go change my clothing in my car in their parking lot. Then after checking in I went to the restaurant to meet a colleague and on my way into the restaurant one of the managers saw me and very rudely told me not to give them my phone again today. This whole thing made me so uncomfortable and I just wanted to leave. The room looked nice but I didn’t end up staying the night because of how rude the staff were being to me. The complaints manager said I could rebook in and they would upgrade me as an apology but I honestly didn’t want to spend another cent with them. I spent good money there and was...

Seeing as my emails have been ignored, let me write a review so that others don't make the same mistake as myself by booking a room here...

I booked the junior suite for my husband and I to stay a night from 15 Feb 14h00pm to 16 feb 10h00am. This was my 30th birthday present to me husband as it was his birthday. I booked this through booking.com

Twice last week when I emailed about an earlier checkin I was sent the same generic message about your pricing for an early checkin, but I wasn't actually helped. My husband and I had gone hiking in the morning and decided to come a bit early as we were cold and dirty and wanted to checkin so that we could shower and get something to eat.

We arrived at 12:50pm on 15 Feb 2025. Without even asking for my name for the booking or what room we had booked we were told to go to the restaurant and have something to drink and eat as no rooms were ready. We understood as we were there a bit early. After waiting over an hour at 1:45 my husband went back to reception to ask if the room was ready. We were told that it wasn't. I paid the bill for our lunch and came down at 2pm to reception to ask if the room is ready as it is now checkin time.

I was told that the person staying in the room only checked out at 1:25pm as they were deciding whether they wanted to stay a second night or not. They had NO right to make that decision as I had paid for that room already for the next night and Checkout is at 10h00am!!

When I had enough as I was not waiting for 3 hours to be checked in, I asked to be reimbursed and was told they cannot as I booked through booking.com Your hotel made money off of the late checkout, free money off the hotel room I paid for and didn't get a chance to actually stay in.

You failed to provide a service that I paid for and not only was I ashamed as it was a present to my husband, I could see many people were upset as they fell asleep on the couches in your lobby waiting for their rooms.

I want to be reimbursed for my room as regardless of booking the room in booking.com or not, your hotel receives my money for that room, not booking.com and you failed to provide a service i paid for!

Not everyone booking a room at your hotel is making huge amounts of money. Some are teachers, making a small salary who saved up to make their husband's 30th something special.

Your hotel let me down and I'm disgusted that all your hotel is interested in is making money and not actually about the experience of the people paying to stay there. Your reviews are a reflection of...