Kyalami Creek Luxury Apartments — Hotel in Gauteng

Life-Threatening Incident and No Accountability

I booked a 12-day stay at Kyalami Creek Luxury Apartments, Midrand through Booking.com and moved into a 2-bedroom unit on 20/08/2025 around 6 PM. What followed that night was one of the most terrifying experiences I have ever had at an accommodation.

Day 1 – 20/08/2025 (Check-in): • I arrived around 6 PM. Security handed me the key at the gate. I parked, moved in, and at first, the apartment looked fine. • Later, I went out to grab food and returned, parking in a different spot. The parking bays were not clearly explained or labeled, and it was dark, so I did not realize I had parked in the wrong bay.

20/08/2025, ~12:30 AM (Night of incident): • I was woken by violent banging on my apartment door. A man screamed profanities, kicked the door, and tried to break in. My guests and I were terrified, unsure if he was armed. The banging was so forceful that two more kicks might have broken the door down. • He yelled that I had parked in his spot, threatened me with consequences in 10 minutes, then left. The door was jammed and damaged.

Attempts to get help: • I tried calling the contact number from Booking.com messages but only got an automated reply saying nobody was available, despite this being an emergency. • Around 1 AM, I climbed out via the balcony to the parking area. The aggressor had parked in front of my car, preventing me from leaving. • I approached security, but the guard was hesitant, nervous, and not helpful. Shockingly, they admitted they had given my apartment information to the aggressor instead of resolving the situation — a major failure. • I briefly spoke to the night shift manager via call; she only apologized, offered no assistance, and no follow-up. • Eventually, another security member helped me move the car while it was blocked, allowing me to park correctly.

Confrontation with the aggressor: • After I parked my car in the correct location, the neighbor returned. He was loud, aggressive, drunk, and unapologetic. He claimed he had a long tough day and could be fined if he parked elsewhere. His presence was threatening and intimidating. Nothing excuses such aggressive actions.

Back inside: • By 2:30 AM, we returned to the apartment. Nobody could sleep after the trauma. My guests were deeply shaken, believing we were about to be attacked or robbed.

Morning of 21/08/2025: • At 7:16 AM, I messaged through Booking.com about the attempted break-in, broken locks, and asked to discuss a refund. • At 7:46 AM, they responded: “It must have been scary and unsettling… we will be fixing the locks and assisting with a move,” asking me to call. Despite the severity, there was no immediate escalation or urgency — a second major failure. • I spoke in person with staff who apologized and assured me I would receive a 100% refund via Booking.com. Shockingly, during this conversation, the property subtly requested that I not post public reviews & also that the aggressor is a long term tenant who’s been staying there from 3 years.

21/08/2025, Noon – Check-out: • Given the trauma, broken locks, and zero confidence in management, I checked out early.

Aftermath: • None of the staff followed up after my departure, despite knowing the refund had not been issued. • On 30/08/2025, Booking.com finally emailed, claiming my booking “does not allow free cancellation” but they would “ask the property to make an exception.” This is insulting and unacceptable.

Final thoughts: What should have been a peaceful stay turned into a life-threatening scenario. Security failed by giving my details to an aggressive drunk neighbor. Management failed by not explaining parking, not responding immediately during an emergency, trying to subtly suppress reviews, and failing to honor the promised refund. This was a serious breach of guest safety and trust. My guests and I were traumatized and sometimes still struggle to sleep.

The refund has still not been processed. I booked Kyalami Creek because of its good reviews, but based on this experience, I cannot recommend this...

Awesome place that was recommended by a colleague.

Whenever I’m in the Joburg/Pta area I’ll definitely be staying here again. The hostess was such an incredibly friendly and caring person. She showed my colleagues and I our rooms and our parking areas.

The apartments are of a high standard. They even have front loader washing machine and dryers available. WiFi, big fridge, espresso machine, toaster, microwave, iron etc are all available and a smart TV. Your room gets cleaned every day. The place is really secure with security guards...

Highly recommended if you need to be in the Kyalami area. Most important is the serenety and safety of Kyalami Creek. The accommodation is spotless. Exceptionally safe and after staying there a couple of times it feels like home away from home. I can highly recommend Kyalami Creek. The welcome pack is a fabulous touch. Thank you Management and staff in keeping Kyalami Creek in tip...