PH
Premier Hotels and Resorts
Claimed Business
PH
Premier Hotels and Resorts
Claimed Business
15 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Premier Hotels and Resorts is facing significant customer experience challenges across multiple properties. A recurring theme is severe frustration with refund processing, with customers consistently mentioning unanswered follow-ups and broken promises from management. Guests also raise concerns about unprofessional staff conduct, maintenance issues such as broken aircons and safes, housekeeping intrusions before checkout, and safety incidents including a fire evacuation and missing belongings. Positive feedback exists but is limited, with a few guests praising specific booking agents for polite, efficient, and seamless service during reservations.
Performance(last 12 months):
Trustindex Rating
2.9TrustIndex
2.9
Review Distribution
2.1|15 Reviews
Jul '25 - Jun '26
Recent reviews (15)
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
10 Apr 2026, 11:41
Being ****med out of a Refund due to me
Extremely disappointed with the level of service received regarding my refund. The booking was cancelled on 7 March, and to date (10 April), the refund has still not been processed. Attempts to follow up via telephone and email have either gone unanswered or have received limited and inconsistent responses. Despite receiving assurance from the Front Desk Manager that the refund had been fully approved and would be processed this week, no payment has been received. This experience has been both frustrating and concerning, particularly given the reputation of a well-known and established company.
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Anonymous
1 reviews | Active since Jan 2020
10 Apr 2026, 11:41
Being ****med out of a Refund due to me
Extremely disappointed with the level of service received regarding my refund. The booking was cancelled on 7 March, and to date (10 April), the refund has still not been processed. Attempts to follow up via telephone and email have either gone unanswered or have received limited and inconsistent responses. Despite receiving assurance from the Front Desk Manager that the refund had been fully approved and would be processed this week, no payment has been received. This experience has been both frustrating and concerning, particularly given the reputation of a well-known and established company.
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Anonymous
1 reviews | Active since Jan 2020
7 Apr 2026, 11:50
Shocking Premier Hotel Umhlanga staff and service
Awful room never serviced Aircon broken not fixed after 3 maintenance guys attempted to repair Safe broken replaced new one broken Towels were filthy Reception did not answer once in 3 days Should be downgraded to 1 star I was promised 2 day refund by General Manager Roland Diener It did not appear in my bank account I called front office manager Ritash and New GM andrew Ngwenya who very very unprofessionally reversed the decision made by the outgoing GM Such a novice Mr Ngwenya is Please dismiss this man who used profanities on our conversation. With me What an amateur he is Shame the Premoer hotel will suffer severe losses as a result of appointing this lad Good Lord he is shocking Laughable and his command of the English language is like that of a 3 year old Refund ad promised please andrew even encouraged me to initiate legal action He is poor poor poor at his job What an utter disgrace
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Anonymous
1 reviews | Active since Jan 2020
7 Apr 2026, 11:50
Shocking Premier Hotel Umhlanga staff and service
Awful room never serviced Aircon broken not fixed after 3 maintenance guys attempted to repair Safe broken replaced new one broken Towels were filthy Reception did not answer once in 3 days Should be downgraded to 1 star I was promised 2 day refund by General Manager Roland Diener It did not appear in my bank account I called front office manager Ritash and New GM andrew Ngwenya who very very unprofessionally reversed the decision made by the outgoing GM Such a novice Mr Ngwenya is Please dismiss this man who used profanities on our conversation. With me What an amateur he is Shame the Premoer hotel will suffer severe losses as a result of appointing this lad Good Lord he is shocking Laughable and his command of the English language is like that of a 3 year old Refund ad promised please andrew even encouraged me to initiate legal action He is poor poor poor at his job What an utter disgrace
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Anonymous
1 reviews | Active since Jan 2020
3 Mar 2026, 02:47
Premier umhlanga
I recently stayed at Premier Hotel Umhlanga and unfortunately my experience was disappointing, especially regarding housekeeping service. Checkout time is clearly stated as 11:00, yet a housekeeper unlocked and entered my room at 10:00 to clean while I was still inside and preparing to leave. This made me feel rushed and uncomfortable. I had also requested an iron and had to wait about an hour for it to arrive, which delayed my preparations. Because of the delay, I only started ironing around 11:00. At 11:23, the same housekeeper unlocked my door again and asked to remove the bed sheets while I was still in the room finishing up. I found this very unprofessional and not in line with the standards I expected from the hotel. I understand that housekeeping has schedules to follow, but guests should still be given privacy and respect until the official checkout time. Unfortunately, this experience left me very disappointed. I hope management addresses this so that future guests have a better experience.
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Anonymous
1 reviews | Active since Jan 2020
3 Mar 2026, 02:47
Premier umhlanga
I recently stayed at Premier Hotel Umhlanga and unfortunately my experience was disappointing, especially regarding housekeeping service. Checkout time is clearly stated as 11:00, yet a housekeeper unlocked and entered my room at 10:00 to clean while I was still inside and preparing to leave. This made me feel rushed and uncomfortable. I had also requested an iron and had to wait about an hour for it to arrive, which delayed my preparations. Because of the delay, I only started ironing around 11:00. At 11:23, the same housekeeper unlocked my door again and asked to remove the bed sheets while I was still in the room finishing up. I found this very unprofessional and not in line with the standards I expected from the hotel. I understand that housekeeping has schedules to follow, but guests should still be given privacy and respect until the official checkout time. Unfortunately, this experience left me very disappointed. I hope management addresses this so that future guests have a better experience.
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Anonymous
1 reviews | Active since Jan 2020
16 Feb 2026, 19:46
Scary Incident at Premier Hotel OR Tambo
Subject: Incident at Premier Hotel OR Tambo on 11th Feb 2026 - Request for Refund Dear Premier Hotel OR Tambo Management, I'm writing to express my extreme dissatisfaction and concern regarding a fire incident that occurred in the hotel on the evening of 11th Feb 2026. Myself and a friend were forced to evacuate our room (7th floor) due to smoke and fire alarm triggers, which severely impacted our stay. Despite alerting reception, the response was inadequate, and we were exposed to a potentially life-threatening situation. As an asthma sufferer, my friend was particularly vulnerable. I've been trying to get a refund, but have been sent around. I'm requesting a full refund for our stay and compensation for the distress caused. I have pictures and videos of the incident, which I'm willing to share if needed. My booking details are: Mxolisi Xabanisa, room 736 Please assist with a prompt response regarding the next steps. Thank you. Sincerely, Mxolisi Xabanisa 0605294508
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Anonymous
1 reviews | Active since Jan 2020
16 Feb 2026, 19:46
Scary Incident at Premier Hotel OR Tambo
Subject: Incident at Premier Hotel OR Tambo on 11th Feb 2026 - Request for Refund Dear Premier Hotel OR Tambo Management, I'm writing to express my extreme dissatisfaction and concern regarding a fire incident that occurred in the hotel on the evening of 11th Feb 2026. Myself and a friend were forced to evacuate our room (7th floor) due to smoke and fire alarm triggers, which severely impacted our stay. Despite alerting reception, the response was inadequate, and we were exposed to a potentially life-threatening situation. As an asthma sufferer, my friend was particularly vulnerable. I've been trying to get a refund, but have been sent around. I'm requesting a full refund for our stay and compensation for the distress caused. I have pictures and videos of the incident, which I'm willing to share if needed. My booking details are: Mxolisi Xabanisa, room 736 Please assist with a prompt response regarding the next steps. Thank you. Sincerely, Mxolisi Xabanisa 0605294508
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Anonymous
1 reviews | Active since Jan 2020
12 Feb 2026, 06:48
Refund delays...
Unfortunately had to cancel a well planned "girls trip" for January 2026. A deposit was paid in November 2025. Request for a refund was submitted before 20th December 25 with explanation and all required documents as per their refund process/policy. To date I have not received the refund and even though I have made weekly follow up calls, and I keep getting promised soneone will call me back, th call never comes... It is very unfortunate that I have been experiencing this very unpleasant issue as I was looking forward to rescheduling a trip at a future date. Not so much now...
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Anonymous
1 reviews | Active since Jan 2020
12 Feb 2026, 06:48
Refund delays...
Unfortunately had to cancel a well planned "girls trip" for January 2026. A deposit was paid in November 2025. Request for a refund was submitted before 20th December 25 with explanation and all required documents as per their refund process/policy. To date I have not received the refund and even though I have made weekly follow up calls, and I keep getting promised soneone will call me back, th call never comes... It is very unfortunate that I have been experiencing this very unpleasant issue as I was looking forward to rescheduling a trip at a future date. Not so much now...
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Anonymous
1 reviews | Active since Jan 2020
15 Jan 2026, 06:37
Hotel greed
Last year my client booked me into the Premier hotel on kempton park. They paid for this. The hotel did not believe the proof of payment. They demanded extra payment. Which I did. This all happened late at night when I was extremely tired. With the manager not being compassionate at all. Now it's a month and a half later and they still have not paid ne back for the double payment made.. I have staid in more than 300 hotels and vow not to use these greedy people again
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Anonymous
1 reviews | Active since Jan 2020
15 Jan 2026, 06:37
Hotel greed
Last year my client booked me into the Premier hotel on kempton park. They paid for this. The hotel did not believe the proof of payment. They demanded extra payment. Which I did. This all happened late at night when I was extremely tired. With the manager not being compassionate at all. Now it's a month and a half later and they still have not paid ne back for the double payment made.. I have staid in more than 300 hotels and vow not to use these greedy people again
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