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.