We celebrated Father's day with a lunch at Medeo, the food was great! I loved the attention to detail and overall beauty of the hotel. Nice and close to shops and entertainment. A lovely clean room. My family slept so well. We enjoyed a delicious breakfast. I would recommend the Palazzo for your next visit. We look forward to visit again in the summer to enjoy the pool side and spa! Thank you.
Terrible service…booked two rooms with family. We had bought food from a nearby well known resturant and looked forward to eating in our rooms. We called room service and asked for plates and cutlery and then the drama began… we told hotel policy is not give guests any plates cutlery etc unless ordered from room service ( which ends at 10pm). I enquired from “ management” as to why is this not on hotels website or house policies etc as normally hotels usually accomdate guests requests and will give them plates and cutlery etc on request so if guests choose to eat in the comfort fo their room. One person acceded to our request and sent us the cutlety only to have the food and beverages manager call the room and intteroagte us as which employee etc did this . It was terrible . To add insult to the injury the second room On check HAD a huge clump of human hair on the shower floor! Which begs the question of the level of cleanliess. The towel rails were broken off the wall. The toilet roll holder was broken as well . The Palzzo is suppose to be a five star hotel , but it is far from a five star experience . Rooms are in dire need of maintenance . Service is hugely lacking . Especially at management level. There was NO hotel manager or duty manager on duty except the food and beverages manager who was the only person in charge of the entire hotel staff and was clearly out if his depth in resolving guests complaints . Simply not worth the five stars . I was fortunate to be refunded one room and was accomdated at the Four star Sun internationl hotel within the Montecasino Precint. This four star was so worth it and far superiour in service and standards than the Palazzo. This hotel has sadly lost its charm and appeal and i attribute it to poor management , as i have seen over years how the service has detoriated . Simply not worth the price tag!!…
1. The family rooms are quite disappointing, parents sleeping in the same room with a 12 and 8 year old is not an ideal situation. Moreover, everything was in two's (cups, glasses, cutlery, gowns, slippers) but it's a room for 4 people. We asked for two more cups and glasses, twice, but they never came. 2. The staff. I had sent an email 3 days before arrival requesting for an early check in (12pm), so that we can get ready for an event that started at 2pm. I didn't get a reply. Upon arrival we're told we have to wait for 2pm, the front desk lady confirms that she can see my email but says there's nothing she can, without even trying. I tell her had someone replied to my email I would've made another plan to get ready elsewhere. Fortunately a gentleman who seemed like the manager was able to assist us. Also, during the stay, the staff on the switchboard line were just not keen to help with anything. Zero effort. Zero customer service. The only staff keen to help seems to be concierge and managers! 3. We were put on a waiting list at breakfast the following day because we were late for the slot we had booked, which I called beforehand that we were going to be late. Of which the lady on the phone replied "well, we're just going to put you on a waiting list because breakfast is a very busy time." Cool. We arrive and stood in a queue to eat for 30 minutes! When we are hotel guests. I've never had that happen anywhere in the world. Needless to say we left without eating breakfast. Oh and we had nowhere to put our champagne because you have to pay a deposit to have the fridge unlocked, that was a first. Great hotel, not so great customer service.…
We had a short two night stay. The rooms are great, although slightly compact in the family room. The staff are brilliant. The reception staff make you feel like a part of a family. The pool area is gorgeous too. Would love to stay again!
The Palazzo is a great hotel. The service is good. We are regular visitors to the hotel and we normally have a great time in this upmarket hotel. However I noticed something very disturbing, Guests are now taking music boom boxes to the pool areas and other areas within the hotel. This is very un-classy, noisy and very disturbing. So if you looking for a relaxing outing at a classy hotel I DO NOT recommend this hotel. Its lost it's Class! it is now a sub standard Hotel with no or little respect regarding guests privacy or our personal space.
Stay here two nights in October. This is a very nice hotel. The staff were super friendly, the breakfast offered plenty of choices and the service was good. Had dinner in the hotel restaurant one evening and the food and service outstanding. Room was nice, bed super comfortable and the hotel responded quickly to special requests. I will absolutely stay here again when life brings me back to Jburg.
This was our second trip in 2 consecutive months. would rate the breakfast area superb.hard working.efficient men and women..my checkout was hurtful and disappointing.my husband is a frequent guest member.its the first time that our integrity was questioned. We had paid the full amount at check in.at checkout I was told that we owed R178 for items we had taken from the mini bar.we had not...most definitely .I was asked to sign a form stating that we had not consumed any item.upon questioning I was told by the manager that a sensor could have been triggered even if the door of the fridge is opened.How then did they arrive at the amount of R178.00.why was the person cleaning my room not questioned.l will think twice about visting this hotel again.
Disappointed about the stay, we booked 5 rooms - the toilet in 1 room was not working and we had to call for it to be fixed. There was no tea or coffee in another room. We booked breakfast at 9:30 for 10 people but when we got there the response was “sorry reception didn’t tell us” and they we refusing to make up a table for 10. The we complained and said that was not acceptable then only did we get a table. Breakfast took over an hour to come to the table and we only finished after 11am. We returned to the rooms to find that we we locked out of the rooms with all our luggage still being in the room. Because of the inefficiency of the hotel we we delayed and then locked out of the rooms likes criminals. The last at reception asked us how was our stay and when I told her she asked me “did you tell anyone” I said I am telling you … she simply dismissed me. During this horrific time of COVID and the impact it is having on the hospitality industry these hotels can’t afford to have crappy service …. We will simple chose some other place to spend our money.…
So disappointed, this used to be my beest hotel in Gauteng. Sadly it is now one of the worst I have ever stayed at. Needed to move to 2 different room last night (10hr30pm) with my little one due to noise and terrible smell of smoke from down stairs. Tjis is my 3rd time that is happening to me and my family, so much to go and relax, a waste on money. The manager were good to move us but my stay was a waste of money and we did not have a great time.
I have stayed here many times over the years and always gave excellent reviews, however this hotel is going down fast and at most can be classified as 3 star hotel. Poor service all round. Very poor housekeeping and no checking of staff or if customers are satisfied. Would never stay here again.
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