20 West — Local services in Gauteng

Our first stay at 20 West was worth a 5 star rating. This, however, was the most disappointing treatment from management. We had a botched booking through Agoda. Supposed to get a room big enough for 2 adults and 2 kids, but was a given standard room when checking in. Tried to fix it, but Agoda not accommodating as this was a special booked and according to them, not amendable. Tried to fix with hotel, but extremely inflexible attitude. Tried upgrading, but rate offered, together with what had been paid already came to almost R1,000 per night MORE for 1 bed apartment, while I could book for only R600 per night more on their app thanks to a 60% discount special. Tried explaining this, but management not interested, very snooty and quite rude. I conceded and paid the extra R4,000 for 4 remaining nights as the assigned standard room, though beautiful and perfect for solo travelers and couples, is not suitable when you add kids into the mix. 5 minutes later we’re asked to vacate the property after a few words were spoken between my partner and management over the phone. No threat of violence, merely blowing off steam due to frustrations boiling over, but apparently management there can’t stand being called out on certain unacceptable behaviours. They at least “conceded” to refund the R4,000 paid for the other room, but we’re still due the rest of the money for remaining 4 nights on the first room, close to R3,000.

The Capital 20 West went from being a favourite destination to being a destination to be avoided at all costs. If you decide to visit there, make sure your booking is 100% correct. If you expect certain levels of service from an establishment of this caliber and do not receive it, be careful when complaining, you might just be kicked off the property and threatened with being banned from the other Capital hotels. People should not work in customer facing positions if they lack basic empathy and aren’t trained in proper customer etiquette.

Bargaining on people flocking to book rooms because of location, the rooms on offer and other luxuries offered will not keep your reputation afloat forever.

It was very clear that their guest relations manager, Talia, was on leave. She would have handled the situation professionally and this rating could easily have been 5 stars.

It remains a beautiful property with excellent security and awesome views. Pith the service you receive does not match this.

Kudos to the security personnel. They are friendly, empathetic and very...

A true sample of excellent Comfort and hospitality!

Without doubt one of the favorite hotels I stayed during my time in Sandton Johannesburg, South Africa. Upon arrival we were warmly welcomed by the staff., our check-in time was scheduled for a later time in the day but they did make an arrangement for us.The staff was extremely friendly, the restaurant very flexible and all the restaurant crew deserves a special thanks. We had 5 great and amazing day there.

We were there for a Special Olympics workshop. Added to the beautiful things, the conference room at our disposal for the workshop was spacious and well equipped with note and pen and smart boards. We were gratified with various food and drinks speciality during the energy breaks.

The room were nice and clean with queen bed and everything you could hope for. Added to that, shuttle were available to help carry us when we wanted to go out visit the city or doing some shopping. The drivers are the nicest people to meet. This is definitely a place I strongly recommended if you happen to come in South Africa. Apart from that , I heard they have sister hotel with the same standards. So don’t hesitate. It is located in a very calm and cosy place with the...

That was a lovely stay. The hotel is clean and safe and with lots of space. The staff was very helpful and friendly. Though sometimes too friendly in the Resturant that you may get five people asking you if you need anything more. The food was good with SOuth Africa spices which makes it special. The swimming pool was not that clean to encourage me to try it out. The room was good in size but I could hear the people walking outside and the blinds of the windows was not closing snow go to have complete privacy. The area around the hotel is quite which also means not adviser able to walk after sunset. Close enough to Santon where there are plenty of malls with shopping, bars,...