NH Johannesburg Sandton

Formal Complaint – Unacceptable Stay at NH Hotel Sandton Unacceptable experience my husband and I had during our stay at NH Hotel Sandton on the night of 31 July, which was meant to be a special celebration for our anniversary. At approximately 7:00 a.m. on Saturday morning, we were abruptly woken by extremely loud construction noise. The noise was so severe that it genuinely sounded as though the building was collapsing. I woke up screaming and had to wake my husband. The sound was comparable to having our heads inside a washing machine running at full speed and continued relentlessly until we checked out. We contacted reception three times requesting that a manager come to our room. It was only after my husband became understandably frustrated that Pierre, the duty manager, eventually attended to us. By that stage, I had developed a severe headache, became dizzy, and started vomiting due to the constant noise. I have multiple video recordings from our room that clearly demonstrate how excessive the noise was. Even with the television on, the construction noise completely overpowered everything. Pierre advised that there was nothing he could do because higher management had authorised the construction work. He further stated that he would discuss the matter with the General Manager on Monday and personally contact us. To date, no one has contacted us, forcing us once again to chase the hotel for assistance. The disturbance was not limited to our room. The same unbearable noise could be heard throughout the hotel, including in the breakfast area, making it impossible to enjoy what should have been a relaxing anniversary morning. I was so unwell that I could barely eat breakfast. What is most concerning is that we contacted the hotel twice before making our reservation to enquire about pricing and our stay. At no stage were we informed that major construction work would be taking place during our visit. Had we been made aware of this, we would never have booked the hotel for such an important occasion. It is completely unacceptable to accommodate paying guests under these conditions without prior disclosure. This demonstrates a serious lack of consideration for your guests and falls far below the standard expected of a hotel of this calibre. This was, without question, the worst hotel experience we have ever had. Our anniversary was completely ruined, and we believe the hotel failed in its duty to provide a comfortable and peaceful environment or to communicate known disruptions before accepting our booking. I request that this matter be investigated as a priority and that we receive a formal response addressing: * Why guests were not informed of the extensive construction before booking. * Why rooms continued to be sold despite the excessive noise levels. * Why the promised follow-up from management never took place. * What resolution or compensation NH Hotel Sandton intends to offer for the distress, inconvenience, and ruined anniversary we experienced. I look forward to your urgent response

5 star review for Tessa at the front desk. I never take time to write reviews but wanted to thank Tess for exceptional service, helping me with a late checkout and car parking she went above and beyond and deserves a mention. The hotel is also great. A bit dated but clean and excellent facilities. The pool is lovely and the staff are exceptionally friendly. I would recommend. Many Thanks

Unfortunately, it was quite disappointing. The rooms were in really bad condition. The toilet wasn’t working, the shower door was broken, and the sink was clogged. In the second room for my kids, there was no iron, no hair dryer the plugs weren’t working, the phone was out, and the air conditioning didn’t function. Given the premium price we paid, we expected far better. When we complained, no one assisted us. I used to really enjoy this hotel before it became part of the NH Group, but it seems to have gone downhill. I won’t be able to recommend it to others.