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The Palace of the Lost City
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Reviews (2,187)
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13 - 18 of 2,187 reviews
Reviewed 3 weeks ago

This is the third Easter my family and I have spent at the Palace. Last year I raised some concerns, I did receive a response which I believed - hence we returned. It is clear that the comments being made here are not taken into account at all. It is fairly useless responding unless you are going to do something about it.

There is clearly a huge problem with housekeeping. They either arrive late ( after 22:00 in the evening to clean the room from the morning) or they simply do not bother to come at all !
Coffee and milk is not replaced ,
Face clothes are NOT replaced.
We had no gowns in our room.
One of the three rooms we occupied had no toilet paper holder, it remained this way our entire stay.
The welcome fruit was left to rot over the 4 days we stayed.
We had no "do not disturb" sign. When we requested one after being disturbed during an afternoon nap , it took a second call after dinner to actually receive the sign. The following day , we put the sign on the door to have an afternoon nap again, and lo and behold - there was a knock on the door - a staff member asking if everything is okay . Can your staff not read or adhere to a "DO NOT DISTURB ".

A lot of training is required for the staff working at the Palace.

This is an icon which would be a shame to lose to poor training and bad attitudes of staff.

PLEASE TAKE NOTE OF MY COMMENTS ON THIS REVIEW AND FOR THE PAST THREE YEARS AND LOOK AT HOW IT IS SPIRALING IN A DOWNWARD CIRCLE.

  • Stayed: April 2018, traveled with family
    • Value
    • Location
    • Service
Thank JHBreview
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francois_dtoit, Guest Relations Manager at The Palace of the Lost City, responded to this reviewResponded 2 weeks ago

Dear JHBreview

I am sorry to see that according to your review we have not improved, especially in the housekeeping department.

Your review has been shared with the entire management team.

I can assure you it is taken seriously, and that we want to improve.

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago via mobile

We stayed at the palace after 7 years, & while the architecture and common areas are still top notch, the rooms are in serious need of an upgrade. The service isn't exclusive anymore. The Cascades is definitely better value for money.

Stayed: March 2018, traveled as a couple
Thank Silver_JHB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francois_dtoit, Guest Relations Manager at The Palace of the Lost City, responded to this reviewResponded 2 weeks ago

Dear Silver_JHB

Thank you for reviewing your stay with us

We will be commencing with a room refurbishment later this month

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago

The rooms are very nice. The coffee machine didn't work but that did not bother us. Rooms are big and clean. Furniture through the complete hotel is very nice. Staff friendly. Best breakfast i have ever had at a hotel. Very private pool area just for Palace residents. Transport to take you anywhere on the grounds.
Climb into the tower one evening and experience SunCity different. This is a must!! Very expensive for most but there are specials available.

Room Tip: All rooms are good. I liked the room with garden view. Was nice and quiet.
  • Stayed: October 2017, traveled as a couple
    • Location
    • Sleep Quality
    • Service
Thank 346elenes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francois_dtoit, Guest Relations Manager at The Palace of the Lost City, responded to this reviewResponded 2 weeks ago

Dear 346elenes

We appreciate your review of your stay!!!

Glad to see you had a wonderful time here

The view from the Kings Tower I definitely recommend as well

Hope to see you soon again

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago via mobile

We stayed in The Palace for a week and we couldn’t get enough. Even in the last two days with so much rain we could enjoy this amazing hotel. The name already tells you a lot, it is a palace! Already from the entrance we were astonished with the architecture and once you’re inside you can’t stop looking at all the details, statues and decoration. We had a very nice and big room with a spectacular view to the pool and The Valley. It was worth it to wake up every day and have that view. The pool, the restaurants, the facilities are well maintained. The highlight for us: the most incredible and friendly staff. Concierge, waiters, maids, drivers... everyone gave us that feeling of warmth and made us feel so comfortable, they really looked after us so well. One of the best hotels EVER!!

Stayed: April 2018, traveled as a couple
Thank Leo L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francois_dtoit, Guest Relations Manager at The Palace of the Lost City, responded to this reviewResponded 2 weeks ago

Dear Leo L

Great to see you had a Majestic time with us

We look forward welcoming you back to the hotel

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago via mobile

Real friendly staff good service . Robert the pianist does an awesome job and really friendly.
Only disappointment is the difficulties and time between transport to and from main hotel .
Breakfast really good .

Stayed: March 2018, traveled with friends
Thank Trevor G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
francois_dtoit, Guest Relations Manager at The Palace of the Lost City, responded to this reviewResponded 2 weeks ago

Dear Trevor

Thank you for making mention of Robert the Pianist

He will be recognized

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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