I have stayed here before and it's a pretty average, overpriced (but aren't all airport hotels?), only-airport-users-use-it-hotel experience, inconveniently located next to NOTHING - but ultimately nothing to really complain about. Basically clean and manageable for overnight layovers (aside from the fact it is a long ride to the hotel in peak hour traffic).
But this time, customer service BOMBED. I phoned to pay ahead for my pre-made booking, since myself and colleagues would be arriving at different times, and as the ultimate "bill settler", I didn't want there to be any confusion as people arrived, possibly thinking that they were responsible to make individual payments upon arrival (which is the custom at Town Lodge). Imagine my surprise when I was told by the curt receptionist answering the phone that this was categorically impossible, because they simply could not under any circumstances take my Visa card number over the phone. :-| Really? Even with my security number and verification upon arrival? She explained that should I desire to pay for our rooms in advance, I would have to "simply" (remember, I'm in transit) -
1. be near a fax or email so that she could send me a form
2. be able/have the facilities to print out said form
3. fill it out
4. attach to the form a copy or scan of the FRONT AND BACK of my credit card (and my I.D.?!?)
5. either then re-scan and email or
6. fax it all back to her.
THEN and only then, would my bill be able to be charged to my Visa card 24 hrs in advance of arriving for our stay.
Right. And when I explained to her I am on field work in a neighbouring developing country with no capability to simply send and receive emails, faxes, print copies of things, etc. and literally IN TRANSIT, she grunted at me. Yes, grunted. Or, more like a "hmmphh!" and something to the effect of "oh well, your problem". Absolutely no desire to help whatsoever. It's all my tough luck and I'll just have to deal with it. Unusually bad attitude and customer service for South African hospitality standards. And at the front desk, the customer's first point of contact, even.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.