City Lodge Hotels Group
Claimed Business
|2.1|20 Reviews (last 12 months)|This business does not respond to reviews
City Lodge Hotels Group
Claimed Business
|2.1
20 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, City Lodge Hotels Group is receiving sharply divided feedback across its properties. Guests who enjoyed positive stays consistently mention friendly and professional staff, clean comfortable rooms, smooth check-ins, and thoughtful gestures that made stays memorable. However, a recurring theme among dissatisfied guests involves booking and payment confirmation failures, unresponsive management, room maintenance issues such as faulty plumbing and air-conditioning, and perceived rudeness or dismissiveness from frontline managers. Several customers also raise concerns around discriminatory treatment, safety in parking areas, and unresolved complaints escalated to head office.
Performance(last 12 months):
Trustindex Rating
2.9TrustIndex
2.9
Review Distribution
2.1|20 Reviews
Jul '25 - Jun '26
Recent reviews (20)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
3 May 2026, 21:00
Substandard Accommodation & Discriminatory Billing at City Hotel Monte Casino
Booked from 28/04/26 —04/04/26 I booked at the Monte Casino branch and the room I was assigned was not fit for purpose. There was no bar refrigerator, no in-room telephone for room service or assistance, and the television was small and non-functional. More critically, the toilet was not flushing properly, and when using the shower, the entire bathroom flooded because the shower wasn’t closing properly. When I ordered lunch and dinner with the intention of charging it to my room, I was refused. The staff stated this was because I am Zimbabwean, on the assumption that I would leave without paying. This felt discriminatory and undermined the basic trust and respect that should be extended to all guests regardless of nationality.When I requested the manager’s assistance to resolve these matters, she arrived at my room and immediately accused me of smoking a hookah or hubbly in the room. I invited her to inspect the room to confirm I do not smoke, but she declined and continued to be dismissive and rude. At no point did she attempt to address the legitimate concerns I raised or offer a constructive solution.Overall, the lack of basic facilities, the discriminatory treatment regarding payment, and the unprofessional conduct of management made for an unacceptable and stressful experience.
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Anonymous
1 reviews | Active since Jan 2020
3 May 2026, 21:00
Substandard Accommodation & Discriminatory Billing at City Hotel Monte Casino
Booked from 28/04/26 —04/04/26 I booked at the Monte Casino branch and the room I was assigned was not fit for purpose. There was no bar refrigerator, no in-room telephone for room service or assistance, and the television was small and non-functional. More critically, the toilet was not flushing properly, and when using the shower, the entire bathroom flooded because the shower wasn’t closing properly. When I ordered lunch and dinner with the intention of charging it to my room, I was refused. The staff stated this was because I am Zimbabwean, on the assumption that I would leave without paying. This felt discriminatory and undermined the basic trust and respect that should be extended to all guests regardless of nationality.When I requested the manager’s assistance to resolve these matters, she arrived at my room and immediately accused me of smoking a hookah or hubbly in the room. I invited her to inspect the room to confirm I do not smoke, but she declined and continued to be dismissive and rude. At no point did she attempt to address the legitimate concerns I raised or offer a constructive solution.Overall, the lack of basic facilities, the discriminatory treatment regarding payment, and the unprofessional conduct of management made for an unacceptable and stressful experience.
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Anonymous
1 reviews | Active since Jan 2020
29 Apr 2026, 09:26
I made a booking via Booking
I made a booking via Booking.com for 12 April, fully paid for AUD$259.25, and it was confirmed. After an 11-hour flight and arriving at City Lodge at OR Tambo very late at night with my printed booking in hand, they said I had no booking and turned me away. They wanted me to pay again, which I refused. The reception staff and manager on duty were very unhelpful, and after demanding, they only gave me the email trail between City Lodge and Booking.com. Still, it only included emails from page 2 onwards, not the first page. Booking.com confirmed that the booking was confirmed and that the money was paid to the hotel. I reported the issue to Whistleblowers and the Ombudsman but have had zero contact from the hotel regarding a refund. DO NOT TRUST THIS HOTEL!!!!
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Anonymous
1 reviews | Active since Jan 2020
29 Apr 2026, 09:26
I made a booking via Booking
I made a booking via Booking.com for 12 April, fully paid for AUD$259.25, and it was confirmed. After an 11-hour flight and arriving at City Lodge at OR Tambo very late at night with my printed booking in hand, they said I had no booking and turned me away. They wanted me to pay again, which I refused. The reception staff and manager on duty were very unhelpful, and after demanding, they only gave me the email trail between City Lodge and Booking.com. Still, it only included emails from page 2 onwards, not the first page. Booking.com confirmed that the booking was confirmed and that the money was paid to the hotel. I reported the issue to Whistleblowers and the Ombudsman but have had zero contact from the hotel regarding a refund. DO NOT TRUST THIS HOTEL!!!!
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Anonymous
1 reviews | Active since Jan 2020
20 Apr 2026, 08:01
Ignore their customers - CIty Lodge just dont care!
On Wednesday 8 April 2026 I paid and booked a room on your website for 1 x night at the Road Lodge at Cap Town Airport. After this I have sent 4 emails already asking for confirmation of the booking, to all available email addresses on your website but everyone just ignores me. All I want is a confirmation of my booking please, is it really that difficult???? The booking reference number I was given was 308BD87RC from Payfast.
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Anonymous
1 reviews | Active since Jan 2020
20 Apr 2026, 08:01
Ignore their customers - CIty Lodge just dont care!
On Wednesday 8 April 2026 I paid and booked a room on your website for 1 x night at the Road Lodge at Cap Town Airport. After this I have sent 4 emails already asking for confirmation of the booking, to all available email addresses on your website but everyone just ignores me. All I want is a confirmation of my booking please, is it really that difficult???? The booking reference number I was given was 308BD87RC from Payfast.
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Anonymous
1 reviews | Active since Jan 2020
9 Mar 2026, 05:50
Pay maintenance funds to third party on time
All I’m asking is for the group to pay the beneficiaries (or third party)at least on the last day of the month, the third party payer says you guys don’t send the payment on time, it’s the 9th of March and we still have not received our kids maintenance money, how are we supposed to feed your employees kids as single parents, please do the right thing.
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Anonymous
1 reviews | Active since Jan 2020
9 Mar 2026, 05:50
Pay maintenance funds to third party on time
All I’m asking is for the group to pay the beneficiaries (or third party)at least on the last day of the month, the third party payer says you guys don’t send the payment on time, it’s the 9th of March and we still have not received our kids maintenance money, how are we supposed to feed your employees kids as single parents, please do the right thing.
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Anonymous
1 reviews | Active since Jan 2020
3 Feb 2026, 08:11
City/Town lodge cancelled **** you.
You should check 5 times before payment because even the GM at Waterfall City/Town Lodge in Midrand will come out in defense of the receptionist who had you pay money in just to sit in their couches while you thought you were doing an early check in for the room to leave the following day
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Anonymous
1 reviews | Active since Jan 2020
3 Feb 2026, 08:11
City/Town lodge cancelled **** you.
You should check 5 times before payment because even the GM at Waterfall City/Town Lodge in Midrand will come out in defense of the receptionist who had you pay money in just to sit in their couches while you thought you were doing an early check in for the room to leave the following day
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Anonymous
1 reviews | Active since Jan 2020
23 Jan 2026, 10:53
Disappointed Customer
I tried making a booking to pay immediately, it has now been 3 days that I am waiting for a quote and banking details to pay in full for February 2026. I gave my details and till today 3 days later still no emailed quote for bookings and payments and trying online also didn't work at all because their system never send U the verifying email. I thought I love this place but to book a place here on phone or through online or through email is just ********** to say the least.
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Anonymous
1 reviews | Active since Jan 2020
23 Jan 2026, 10:53
Disappointed Customer
I tried making a booking to pay immediately, it has now been 3 days that I am waiting for a quote and banking details to pay in full for February 2026. I gave my details and till today 3 days later still no emailed quote for bookings and payments and trying online also didn't work at all because their system never send U the verifying email. I thought I love this place but to book a place here on phone or through online or through email is just ********** to say the least.
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Anonymous
1 reviews | Active since Jan 2020
7 Jan 2026, 07:43
Extended Stay, Repeated Failures & No Resolution – Road Lodge Port Elizabeth
ROAD LODGE SUMMERSTRAND Our family stayed at Road Lodge Port Elizabeth from 25 December 2025 to 8 January 2026, and unfortunately the experience was far below what we expected from a well-known hotel brand. Over the course of nearly two weeks, we encountered multiple ongoing issues that were never properly resolved. These included air-conditioning not working in the rooms, unstable and uncomfortable beds, kettles and pillows with unpleasant odours, TVs and remote controls not functioning correctly, and key cards that often failed to give access to our rooms. Even the breakfast experience was inconsistent, with the filter coffee machine frequently not working or being out of coffee beans. While staff were polite and apologetic, the lack of action and follow-through was deeply frustrating. Every concern raised was met with apologies and assurances that it would be “looked into,” yet there was no feedback, no confirmation, and no real resolution throughout our stay. After a while, this leaves you feeling like a problem rather than a valued paying guest. Individually, some may consider these issues minor. Collectively, and over an extended stay that cost a significant amount of money, they point to poor maintenance and management oversight. We travelled a considerable distance hoping for a restful and comfortable stay, but instead spent much of our time reporting faults that should not exist in the first place. This review is not written to seek free meals or compensation, but because our concerns were not taken seriously and guests deserve to know what to expect. Sadly, this experience has made us question the standard of service and the commitment to guest satisfaction at this property.
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Anonymous
1 reviews | Active since Jan 2020
7 Jan 2026, 07:43
Extended Stay, Repeated Failures & No Resolution – Road Lodge Port Elizabeth
ROAD LODGE SUMMERSTRAND Our family stayed at Road Lodge Port Elizabeth from 25 December 2025 to 8 January 2026, and unfortunately the experience was far below what we expected from a well-known hotel brand. Over the course of nearly two weeks, we encountered multiple ongoing issues that were never properly resolved. These included air-conditioning not working in the rooms, unstable and uncomfortable beds, kettles and pillows with unpleasant odours, TVs and remote controls not functioning correctly, and key cards that often failed to give access to our rooms. Even the breakfast experience was inconsistent, with the filter coffee machine frequently not working or being out of coffee beans. While staff were polite and apologetic, the lack of action and follow-through was deeply frustrating. Every concern raised was met with apologies and assurances that it would be “looked into,” yet there was no feedback, no confirmation, and no real resolution throughout our stay. After a while, this leaves you feeling like a problem rather than a valued paying guest. Individually, some may consider these issues minor. Collectively, and over an extended stay that cost a significant amount of money, they point to poor maintenance and management oversight. We travelled a considerable distance hoping for a restful and comfortable stay, but instead spent much of our time reporting faults that should not exist in the first place. This review is not written to seek free meals or compensation, but because our concerns were not taken seriously and guests deserve to know what to expect. Sadly, this experience has made us question the standard of service and the commitment to guest satisfaction at this property.
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