Based on recent customer reviews, City Lodge Hotels Group presents a sharply divided guest experience across its City Lodge, Town Lodge and Road Lodge properties. Positive feedback highlights spotless rooms, comfortable beds, quick check-in, good breakfasts and genuinely warm teams at Barbara Road, OR Tambo and Umhlanga. Negative feedback centres on lost or unconfirmed bookings made through Booking.com and the group website, unanswered emails, water outages, faulty air-conditioning, TVs and key cards, loyalty point cancellations, refused airport transfers and wheelchair help, plus dismissive or rude management responses.
TrustIndex
2.7
Â
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About City Lodge Hotels Group
What do customers say about City Lodge Hotels Group?
Based on recent customer reviews, City Lodge Hotels Group presents a sharply divided guest experience across its City Lodge, Town Lodge and Road Lodge properties. Positive feedback highlights spotless rooms, comfortable beds, quick check-in, good breakfasts and genuinely warm teams at Barbara Road, OR Tambo and Umhlanga. Negative feedback centres on lost or unconfirmed bookings made through Booking.com and the group website, unanswered emails, water outages, faulty air-conditioning, TVs and key cards, loyalty point cancellations, refused airport transfers and wheelchair help, plus dismissive or rude management responses.
Is City Lodge Hotels Group trustworthy?
City Lodge Hotels Group has a TrustIndex of 2.7 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. Hellopeter has tracked City Lodge Hotels Group across 291 total reviews. How is the TrustIndex calculated? →
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 Experience1 reviews | Active since Jul 2015
Poor Wheelchair Assistance in Dangerous Conditions
My 76-year-old wife flew from Perth to Johannesburg on flight QF65 arriving at OR Tambo on 4 August 2026 at 20h47. She needed wheelchair assistance, requested from the hotel and ACSA at the time of booking flights and accommodation. Both the Airports Company and the City Lodge Hotel at OR Tambo Airport declined a wheelchair service from the airport building to the hotel. She overnighted at the hotel on 4 August on WebBeds booking reference HTL-WBD-***. She DID somehow get somebody to help her across, but this person was untrained or a ****mer who tried to wheel her off in another direction, not to the hotel, for whatever purpose he had in mind. If it was not for her son arriving to the rescue just in time, anything might have happened. We all know how dangerous it is to accept services offered by an unregistered and unregulated supplier, of which there are many waiting in and around the airport buildings to prey on travellers, both handicapped or otherwise. It appears that little or nothing is being done to halt this scourge since it has persisted for years unchecked. In a crime-ridden South Africa - particularly OR Tambo Airport - both airport and hotel should be providing a safe and reliable wheelchair service between departures and the hotel and arrivals and the hotel. There were no apologies made by anyone, just refusals on the part of ACSA and the hotel to provide help.
1 reviews | Active since Jul 2015
Poor Wheelchair Assistance in Dangerous Conditions
My 76-year-old wife flew from Perth to Johannesburg on flight QF65 arriving at OR Tambo on 4 August 2026 at 20h47. She needed wheelchair assistance, requested from the hotel and ACSA at the time of booking flights and accommodation. Both the Airports Company and the City Lodge Hotel at OR Tambo Airport declined a wheelchair service from the airport building to the hotel. She overnighted at the hotel on 4 August on WebBeds booking reference HTL-WBD-***. She DID somehow get somebody to help her across, but this person was untrained or a ****mer who tried to wheel her off in another direction, not to the hotel, for whatever purpose he had in mind. If it was not for her son arriving to the rescue just in time, anything might have happened. We all know how dangerous it is to accept services offered by an unregistered and unregulated supplier, of which there are many waiting in and around the airport buildings to prey on travellers, both handicapped or otherwise. It appears that little or nothing is being done to halt this scourge since it has persisted for years unchecked. In a crime-ridden South Africa - particularly OR Tambo Airport - both airport and hotel should be providing a safe and reliable wheelchair service between departures and the hotel and arrivals and the hotel. There were no apologies made by anyone, just refusals on the part of ACSA and the hotel to provide help.
1 reviews | Active since Oct 2022
"Unforgettable stay at Road Lodge Umhlanga!
"Unforgettable stay at Road Lodge Umhlanga! 🏨The hotel itself is immaculate - pristine rooms, spotless facilities, and a warm atmosphere. But what truly elevated our experience was the OUTSTANDING service. A massive shout-out to Chef Khunju 🍴 - her culinary skills are on another level! The meals were not just delicious, but the presentation and personal touch she brought to the table were simply exceptional. World-class service from this superstar chef 👏.If you're looking for a comfortable stay with a side of amazing food, Road Lodge Umhlanga is a no-brainer. Highly recommend!"
1 reviews | Active since Oct 2022
"Unforgettable stay at Road Lodge Umhlanga!
"Unforgettable stay at Road Lodge Umhlanga! 🏨The hotel itself is immaculate - pristine rooms, spotless facilities, and a warm atmosphere. But what truly elevated our experience was the OUTSTANDING service. A massive shout-out to Chef Khunju 🍴 - her culinary skills are on another level! The meals were not just delicious, but the presentation and personal touch she brought to the table were simply exceptional. World-class service from this superstar chef 👏.If you're looking for a comfortable stay with a side of amazing food, Road Lodge Umhlanga is a no-brainer. Highly recommend!"
1 reviews | Active since May 2026
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.
1 reviews | Active since May 2026
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.
1 reviews | Active since Apr 2026
I made a booking via Booking
I made a booking via Booking.com for 12 April, fully paid for AUD$259.25, and it was confirmed. After an 11-hour flight and arriving at City Lodge at OR Tambo very late at night with my printed booking in hand, they said I had no booking and turned me away. They wanted me to pay again, which I refused. The reception staff and manager on duty were very unhelpful, and after demanding, they only gave me the email trail between City Lodge and Booking.com. Still, it only included emails from page 2 onwards, not the first page. Booking.com confirmed that the booking was confirmed and that the money was paid to the hotel. I reported the issue to Whistleblowers and the Ombudsman but have had zero contact from the hotel regarding a refund. DO NOT TRUST THIS HOTEL!!!!
1 reviews | Active since Apr 2026
I made a booking via Booking
I made a booking via Booking.com for 12 April, fully paid for AUD$259.25, and it was confirmed. After an 11-hour flight and arriving at City Lodge at OR Tambo very late at night with my printed booking in hand, they said I had no booking and turned me away. They wanted me to pay again, which I refused. The reception staff and manager on duty were very unhelpful, and after demanding, they only gave me the email trail between City Lodge and Booking.com. Still, it only included emails from page 2 onwards, not the first page. Booking.com confirmed that the booking was confirmed and that the money was paid to the hotel. I reported the issue to Whistleblowers and the Ombudsman but have had zero contact from the hotel regarding a refund. DO NOT TRUST THIS HOTEL!!!!
1 reviews | Active since Jul 2018
Ignore their customers - CIty Lodge just dont care!
On Wednesday 8 April 2026 I paid and booked a room on your website for 1 x night at the Road Lodge at Cap Town Airport. After this I have sent 4 emails already asking for confirmation of the booking, to all available email addresses on your website but everyone just ignores me. All I want is a confirmation of my booking please, is it really that difficult???? The booking reference number I was given was 308BD87RC from Payfast.
1 reviews | Active since Jul 2018
Ignore their customers - CIty Lodge just dont care!
On Wednesday 8 April 2026 I paid and booked a room on your website for 1 x night at the Road Lodge at Cap Town Airport. After this I have sent 4 emails already asking for confirmation of the booking, to all available email addresses on your website but everyone just ignores me. All I want is a confirmation of my booking please, is it really that difficult???? The booking reference number I was given was 308BD87RC from Payfast.
1 reviews | Active since Jun 2020
Pay maintenance funds to third party on time
All I’m asking is for the group to pay the beneficiaries (or third party)at least on the last day of the month, the third party payer says you guys don’t send the payment on time, it’s the 9th of March and we still have not received our kids maintenance money, how are we supposed to feed your employees kids as single parents, please do the right thing.
1 reviews | Active since Jun 2020
Pay maintenance funds to third party on time
All I’m asking is for the group to pay the beneficiaries (or third party)at least on the last day of the month, the third party payer says you guys don’t send the payment on time, it’s the 9th of March and we still have not received our kids maintenance money, how are we supposed to feed your employees kids as single parents, please do the right thing.
1 reviews | Active since Apr 2015
City/Town lodge cancelled **** you.
You should check 5 times before payment because even the GM at Waterfall City/Town Lodge in Midrand will come out in defense of the receptionist who had you pay money in just to sit in their couches while you thought you were doing an early check in for the room to leave the following day
1 reviews | Active since Apr 2015
City/Town lodge cancelled **** you.
You should check 5 times before payment because even the GM at Waterfall City/Town Lodge in Midrand will come out in defense of the receptionist who had you pay money in just to sit in their couches while you thought you were doing an early check in for the room to leave the following day
1 reviews | Active since Jul 2017
Disappointed Customer
I tried making a booking to pay immediately, it has now been 3 days that I am waiting for a quote and banking details to pay in full for February 2026. I gave my details and till today 3 days later still no emailed quote for bookings and payments and trying online also didn't work at all because their system never send U the verifying email. I thought I love this place but to book a place here on phone or through online or through email is just ********** to say the least.
1 reviews | Active since Jul 2017
Disappointed Customer
I tried making a booking to pay immediately, it has now been 3 days that I am waiting for a quote and banking details to pay in full for February 2026. I gave my details and till today 3 days later still no emailed quote for bookings and payments and trying online also didn't work at all because their system never send U the verifying email. I thought I love this place but to book a place here on phone or through online or through email is just ********** to say the least.