Ratings based on 265 Verified Reviews

4.2 out of 5
89% of guests recommend
4.3 Room cleanliness
4.4 Service & staff
4.1 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

This traveler left a rating score only Posted 16 Aug 2020 on Hotels
5 out of 5
by A verified traveler

Posted 6 Mar 2020 on Hotels
Comment from Hotel Management
24 Mar 2020 by Elias Rachier, Hotel Management
Thank you for making the time to review your stay and experience in our hotel. It was a great pleasure hosting you. It is great to see all the positive areas of service that met your expectations. I am glad to know that your stay was comfortable. I appreciate you giving us an opportunity to serve you and look forward to welcoming you back in the coming days.
3 out of 5
by A verified traveler

Not really 5 star hotel

Posted 23 Feb 2020 on Hotels
We had a very bad experience in this hotel. At 2:30 am someone started knocking at our door at least 3 times. I woke up and when I opened the door, there was the bell boy bringing a suitcase that was not ours. After he noticed he got the wrong room, he apologized and left. It was almost impossible for us to get back to sleep and we felt tired all day long. It is unbelievable that a "5 star" hotel has this type of mistakes. Also, when checking out, we got a different rate than what was initially booked in Hotels.com, we were running late for our flight so we just paid and left. Will never stay at any of their hotels again. Terrible experience
Comment from Hotel Management
25 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Sergio, Thank you for taking the time to give us candid feedback on your recent stay with us. Your observations are valuable to us. We genuinely regret to note that this stay was not as perfect as expected most particularly with lack of calmness by an erroneous delivery of luggage to your room by a colleague in the unusual hours of the night. Secondly, I note your disappointment with regards to the departure bill, which I believe has been clarified by our Front Office team member on a separate e-mail communication. Our supreme goal is to always provide our guests with the best hospitality service all through your stay and I do apologize that this was not the case on this stay. Your concerns have been shared with responsible colleagues for an undivided attention and continued improvement. Thank you for giving us an opportunity to serve you. We hope that you will consider staying with us again in future so that we can have a chance to prove that this incident was an isolated case and to prove our commitment to continuously deliver exceptional service to our guests. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
4 out of 5
by A verified traveler

Great Staff but hotel needs renovations

Posted 20 Feb 2020 on Hotels
The staff is helpful and friendly and really made our stay. The hotel needs a facelift though and really doesn’t live up to its five star rating. If it weren’t for the staff, we wouldn’t go back.
Comment from Hotel Management
20 Feb 2020 by Catherine.Ndasaba, Hotel Management
Dear Martina, Thank you for taking the time to write your review about our hotel. Your comments are valuable to us. I am happy to learn that you found our colleagues welcoming and supportive during your stay. Thank you for your very kind words. Your observations about the condition of facilities in the hotel are being looked into by concerned colleagues for continued improvement. Thank you for giving us an opportunity to serve you and look forward to welcoming you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
5 out of 5
by A verified traveler from Maputo Mozambique

Posted 18 Feb 2020
This hotel is a classic and, as such, a bit dated but not in a bad way. Always clean. You can’t beat the location in CBD. The staff and service are absolutely the best. The high security at the front gate is a bit jarring, but necessary now a days.
Comment from Hotel Management
19 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Timothy, Thank you for making the time to share great feedback on your recent stay. It was a pleasure hosting you. I am pleased to read positive remarks on our colleagues' outstanding service, level of cleanliness in the hotel, ideal location of our facility and that you were able to relax in a secure hotel environment. Your observations on the condition of hotel facilities are noted for continued improvement. I appreciate you giving us an opportunity to serve you and look forward to welcoming you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
4 out of 5
by A verified traveler

Posted 16 Feb 2020 on Hotels
The staff was very friendly and helpful, the downside was the restaurant. The staff was incredibly slow and the food was sub par. Breakfast was fine, but the two times we ate there for dinner was awful. The waitstaff would 40 min to bring water and the food took even longer.
Comment from Hotel Management
20 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Guest, Thank you for making the time to share your most candid feedback on your recent stay with us. Your observations are valuable to us. I am pleased to know that you found our colleagues welcoming and supportive and that breakfast offerings on breakfast were delightful. Your observations on timeliness of service in the restaurant during dinner and quality of food fell short of your expectations. Thank you for bringing these concerns to our attention. Responsible colleagues are on follow up for continued improvement. I appreciate you giving us an opportunity to serve you and look forward to your next visit. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
4 out of 5
by A verified traveler

Posted 15 Feb 2020 on Hotels
Comment from Hotel Management
19 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Mohamed, Thank you for taking the time to review your stay with us. It was a great pleasure hosting you. I will be delighted to welcome you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
5 out of 5
by A verified traveler

Posted 12 Feb 2020 on Hotels
Rooms are clean and the staff are kind.
Comment from Hotel Management
20 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear SEONGWON, I am pleased to receive your wonderful review on your recent stay with us. It was a pleasure hosting you. Thank you for your very kind remarks on the comfort of our rooms and colleagues' outstanding service. I appreciate you giving us an opportunity to serve you and look forward to welcoming you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
3 out of 5
by A verified traveler

Posted 8 Feb 2020 on Hotels
Comment from Hotel Management
19 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Guest, Thank you for making the time to review your stay with us. It will be a great pleasure to welcome you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
5 out of 5
by A verified traveler

Posted 8 Feb 2020 on Hotels
Comment from Hotel Management
19 Feb 2020 by Catherine Ndasaba, Hotel Management
Dear Guest, Thank you for making the time to review your stay with us. I look forward to welcoming you back in the coming days. Kind regards, Catherine Ndasaba Assistant Guest Experience Manager
Back to Hotel Details Showing Reviews 1 - 10 of 265 Next