Palazzo Montecasino — Hotel in Gauteng

This review is coming from a travel agent so I feel more then experienced to be able to give my honest and genuine experience and thoughts of this hotel.

I booked this as we were transiting through Johannesburg after 3 weeks in SA. Knowing I had a long flight home with a child I wanted something comfortable ensuring we were all rested so chose to stay here evern though it's nowhere near the airport.

We arrived at around 19:30 pm and was greeted to the most unfriendedliest front of house lady I've ever met. No welcome, let a alone welcome drink. I had to ask her questions rather then being given the information. I asked about a late check out and was told as long as we were out of the room by 4pm we would not be charged otherwise it's a full night's rate.

Go to the room which is supposedly a family room. Was greeted with 2 small double beds. Husband went to speak with them to say we can't fit in these to be told we would have to pay £245 to change the room. We decided its one night and to leave it. I slept with my 7 year old as there was no way my husband and I would fit in to these beds. As anyone with kids knows they keep you awake most of the night when sharing a bed with them.

Go for breakfast and are greeted to the most awful breakfast I've seen. It looks like a health hazard. So no breakfast eaten, 2 omlettes were cooked both inedible. So now no sleep and no breakfast

I raise a complaint with Paul FOH manager. This ends with me and him having a back and forth at the reception desk. He believes he has resolved my complaint by offering a late checkout, I try to get him to understand that this was already given to me the night before when I enquired about this. I'm then informed that the Front Desk is recorded and that he has listened to this and can't hear me ever talking to the receptionist. At this point I'm so flabigasted I call her over where she stands and just lies.

I walk away too tired and hungry to complain anymore. I've been blessed to travel the world and can hand on heart say this hotel goes down as one of the worst I've every experienced. Avoid at all costs.

FYI I have a phone with a really good camera which is actually making these pictures look way better then the slop...

We were really sad to be disappointed by this place. We were upgraded to this Hotel because the other one we originally booked was closed. My hubby and I were really looking forward to staying. When we walked in, we fell in love with the ambiance, decor, the pool, and the gardens. Sadly, that was all we really loved about the place. The rooms are a dated. Our A/C also didn’t work properly even after someone came to fix it. We didn’t sleep well while we were there. The last night they offered to switch rooms, which we took them up on. We stayed in a standard room. The breakfast was flavorless and subpar for a five start hotel. On top of that, my husband found a small piece of metal in his beans. The lack of customer service and effort to remedy the issue was mind blowing. All they offered was another bowl of beans. To really add the cherry on top, a staff member ask that we not take photos in the gardens. We were just shooting images on a camera and tripod. We are traveling full time and like to document our experiences. We made sure other guests weren’t around so we didn’t capture them. The manager stated that we would have to get special permission to take photos. It’s literally like shooting on a phone but just with a nice camera. We did not by any means have a lot of equipment. Anyway, this is why we’ve left 1 star. Our overall experience, lack of customer service, subpar food really left us stressed and ready to leave. We wish we could have enjoyed it as many others did.

We are Isaac and Shilpa and we sold everything to travel around the globe. We are sharing our journey on Instagram. Give us a follow for recommendations, reviews, and fun travel content. We are now in Zanzibar...

I recently hosted a high tea function to celebrate a 30th birthday at Palazzo, and I wanted to take a moment to commend your team for the outstanding service we received.

Firstly, I would like to compliment Mananna for her excellent communication. She provided me with all the necessary information both over the phone and via email, ensuring I had everything I needed, including a prompt link for payment and a detailed menu. Her professionalism and attention to detail were greatly appreciated.

I also want to extend my gratitude to Shiwe, our host, who made us feel right at home from the moment we arrived. Additionally, our waitress, Gloria, was amazing and attentive throughout our event, making sure that all our needs were met.

A special thank you goes to Timothy, Sello, and William, who were incredibly helpful with unpacking and ensuring that all the small details were attended to. Their teamwork contributed significantly to the success of our celebration.

However, I must admit that I was disappointed with the behavior of the manager, Jaco, during our event. Instead of a warm welcome, we encountered immediate complaints regarding our printed water bottles.

It was disheartening to feel that there was a lack of follow-up with Mananna concerning this issue.

Overall, the experience was largely positive thanks to the efforts of your dedicated staff, but it would be wonderful if the management could align with the exceptional service provided by the rest of the team.

Thank you once again for a memorable...