This is my third visit to the palace, previously this was such a special place, hence revisiting. You used to feel so special the moment you walked through the door, however this time it's different not sure if this is down to previous covid lockdown, we were nor shown to our rooms, given no information about the place, the rooms are looking tired, hairdryer didn't work, bathroom door didn't close, mirror hanging off the wall, such a disappointment as I had been really looking forward to this expecting the same experience as I'd previously had. It's no longer 5 star based on this experience
Dirt and grime in the groove around the glass table tops of the the breakfast tables, decomposing oysters on the breakfast buffet, stale bread, mushy salomon, grey ham slices, an abandoned egg station, are not the breakfast standard anyone paying 5star rates wants to experience. The only lunch option is the pool bar serving deep fried lowest quality chicken bits or fish and chips where salt is the substitute for cooking skills. The reception and concierge staff are untrained and struggle to communicate and end up arguing with each other about how to answer a simple question, which way to get to the wave pool. Oh, and the pool tiles are infested by black algae and an unrepaired pool light is floating behind the pool fountain, maybe after having failed to electricute an unsuspecting guest. Wifi signal is fluctuating badly, making internet calls unreliable. I have been at the Palace many times before since 1993 with family, guests and business partners to whom I wanted to show the best in South Africa. My impression is that this exceptional and global jewel of a hotel with its unique architecture and setting has been beset by lazy and incompetent managers who do not uphold the most basic quality and service standards and have done too little or nothing to train and upskill the staff.…
I was blown away by not only the views, the food, the facilities, but also how kind and attentive all the staff are at the hotel, and the luxurious surroundings to suit everyone. It’s an amazing place and an amazing experience which I thoroughly recommend.
We visited the Palace of the Lost City in November 2022 for a five day, four night midweek break, and were extremely disappointed. Compared to our previous visits, the hotel and service have gone down significantly. The bathroom basin drain was clogged, and we had to repeatedly request maintenance to fix this, with the hotel simply ignoring our request after the second half-hearted and ineffectual "fix". The clogged drain (or something else too?) meant that the toilet area had a generally bad smell for our entire visit. We asked about spa and gym facilities, only to be told that these would not be available the whole week that we were there. We would have to go to the other hotel, which was too much of a "mission" for us, for what is supposed to be a relaxing spa visit. We had understood that onsite spa and gym facilities would be a standard minimum for a five star hotel. If we had been warned of this, we would certainly not have booked this hotel. The cleaning staff only cleaned (one of our two) rooms once, while we were out. On the other days, they would arrive very late in the day, when we were relaxing in our rooms, with a half-hearted request as to whether or not we required service. It definitely felt like a reluctance to do their jobs. We were out of our rooms for many hours every day, and there was plenty of opportunity for the staff to do simple things like empty the bins unobtrusively, which we consider a basic standard at a five star hotel. While not within the hotel management's control, we had bad weather every single day of our five day visit, so that it felt like "Sun City" was very ironically named. This aggravated our disappointment at the lack of spa facilities. There is no heated pool, or other water facilities for cold days. On two of the mornings at breakfast, the waiter/waitress service (for coffee, tea and toast) was extremely lax. While the breakfast spread is large, the range is not particularly impressive for vegetarians. The fruit juice section and omelette section ran out of certain ingredients on some of the days, reducing our options further. This trip was meant to be a special, memorable celebration of the end of our son's matric exams. While it was memorable, this was not for good reasons. To make matters worse, the hotel sent a standardised email requesting feedback, to which we responded regarding various issues, only to hear deafening silence in response.…
I am enjoying a great time here at The Palace once again. Beautiful architecture and authentic decor that complements the style and atmosphere of the lost city. Great breakfast with a variety of dishes. Sushi, oysters and other delicacies that is pleasing to the eye and delicious the tastebuds. The smoothie, pancake, waffle and flapjack stations are just a few things to mention that can be enjoyed at the breakfast table. Having said all that, the music by pianist Robert Phiri was the most enjoyable of it all. It contributes so much to the atmosphere and completes the theme of beauty, taste and sound in a profound way. Robert is professional, humble and his love for music and his sensitivity to the guests are remarkable. When we started to talk about his music he offered that I join him in playing a song. He also played some of my favorite songs, which I thoroughly enjoyed. Robert is a great asset and contributes to the total package that The Palace has to offer.…
A beautiful hotel with friendly staff. it is looking really good - and a real treat to be in this magnificent resort. The breakfast selection is spectacular - it would take one all day to even sample the various offerings. Something for everyone!
Excellent service!! Phastina Pilane’s service in the Tusk Bar was outstanding! She is a true ambassador for The Palace of the Lost City. What a “gem” of an individual - attention to detail & very caring & attentive service 👍👍
Fantastic experience of , great food and Awesome Bar great location. Wonderful experience beyond the words. Reception and front office staff are wonderful, Restaurant Breakfast Staff needs to be polite. They are there because of guests.
The palace was lovely. Sun city offers quite a bit wlithin the gates of the complex. It is not quite running at 100%. But it was a great trip and good to see coming out of Covid that people can gather again. Some restaurants are not fully open as yet, but it was welcome experience.
Our family stayed at The Palace for the first time this past weekend. What a joy to experience the timeless splendor of this well known gem! The waterfalls, the finer details, THE BREAKFAST! Even after 30 years, the Palace still looks amazing, aging beautifully. Our room was spotless and newly renovated. The lifts on our side of the hotel caused a bit of frustration, due to one being out of service, but a manager confirmed that they are also in the process of being upgraded. Apart from that, it was a very memorable experience overall.