After booking the hotel via an online website and paying via CC for a superior double room, my booking was not recorded by the hotel.
Upon arriving at the hotel, and after sending them my confirmation email 4 times, the staff appeared not to know their email address and the email address on teh hotel card was not working, with all my emails bouncing back.
The lady on duty then took a full hour (1hr) to check us in (rather frustrating to say the least).
The following day, upon arriving back at the hotel at 9:30, we were locked out of our room. We then went back to the reception, and was told that we need to downgrade to an inferior room (for no apparent reason, and despite the fact that the hotel was empty and that we had paid in full in advance).
We stress that the hotel did not contact us once, to inform us that there was an issue, despite the hotel having our mobile and email addresses - this in isolation is poor form, as we were taken by surprise by the move.
The receptionists were not obliging, and did not move our luggage or use their discretion, but were instead rather unfriendly and refused to call the duty manager.
Furthermore, the move took over an hour to sort out.
The following day, upon speaking to the duty manager, he promised a solution and communication back to us - I am still awaiting this.
In addition, we are now in a tiny room, despite paying for an upgraded room, and no solution is in sight.
The hotels staff need major training, with respect to customer service, IT systems and general PR skills.
Furthermore, general service in the hotel is pathetic, with no butter being on the tables etc.
We will be hesitant to recommend this hotel to anyone.
The staff need to seriously pull up their socks.
This has been the most embarrassing and frustrating hotel stay ever.
- Official Description (provided by the hotel):
- Just 2 km from Sandton City, this hotel features a courtyard with a swimming pool and an award-winning restaurant. All rooms and suites come with air conditioning and a satellite LCD TV. Including free Wi-Fi, all accommodations at Faircity Qautermain Hotel in Johannesburg come with extra long beds and an electronic laptop safe. Some of the rooms and suites have a private balcony. A breakfast buffet is served daily on the courtyard terrace with its green parasols. The Sel et Poivre restaurant serves gourmet cuisine in a classic setting with a fireplace and paintings. While visitors exercise in the gym, the 24-hour staff can arrange airport shuttles to O.R. Tambo Airport, 27 km away. Free parking is available on site. ... more less
- Reservation Options:
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- Also Known As:
- Faircity Quatermain Hotel Sandton, Greater Johannesburg