Monarch Hotel

if you’re into an “old money” style like me, then this hotel couldn’t be more perfect ! the lounge, the restaurant, the dining areas, the hallways, the rooms - beautiful ! it’s far from plain and impossible to get bored. i mean, the architecture and design already keeps you busy ! the hotel itself doesn’t though; it’s very serene and peaceful. their staff are some of the nicest people i’ve met aswell; always checking-in and very respectful. the food there are just as good ! will definitely visit them again; if it’s for another shoot or an over-night stay.

I am extremely disappointed by my experience at the Monarch and would not recommend this hotel to anyone. I have never encountered such a lack of professionalism and poor communication from any hotel, let alone one that claims to be a 5-star establishment. I checked in at approximately 6:30 PM and immediately discovered there was no hot water. After back and forth with reception for nearly two hours with no resolution, I informed reception that I wanted to leave the hotel. However, Sethu at reception assured me that the issue was being attended to and advised me to go out and return later, promising that the problem would be resolved. He further reassured me that the matter would be handed over to the night shift staff, who would supposedly run the water every 30 minutes to ensure it was sorted out. He also provided me with the manager’s number, Raeesa, but every attempt to contact her went directly to voicemail. It is now past midnight, and after returning to the hotel, the water remains ice cold. To make matters worse, the night shift staff appear to have no knowledge of the situation, as nothing was handed over to them. The general manager remains uncontactable, and I have been told there is no one available to address the issue until morning. After travelling, being unable to shower and prepare for an important meeting the next day is completely unacceptable. What is even more frustrating is that when I stated that I was willing to leave should there be no possible solution, I was repeatedly given false assurances that the issue would be resolved. Six hours later, I am still dealing with the same problem. The management, communication, and overall handling of this situation have been extremely poor, and no guest should ever have to experience this level of service at a so-called 5-star hotel.

Absolutely disappointed. I’m only in Joburg for the weekend attending a conference and chose to stay at the Monarch, but from check-in there were continuous issues. First the DSTV apparently wasn’t working, and then there was no hot water. With a very tight schedule and reservations planned, I unfortunately missed most of them because I couldn’t get ready in time due to the lack of hot water. I definitely expected a far better experience.

The staff are amazing especially the the security outside. The art is exceptional and the rooms are pure luxury. Attention to detail in everything. Well done Sophia.