After 200 kilometres drive from Johannesburg International Airport, I had an amazing arrival experience where the general manager welcomed me with a walk to the top of The Palace with amazing views. After a drink and talk I was escorted to my Junior Suite which had nice elements, but in general was in need of renovation. Welcome champagne was a nice touch as well as the complimentary internet access.
What makes The Palace special is the building itself and the classical design within the hotel.
The service is good, but with 338 rooms it’s tough to deliver personalised service. It feels like your more a number than a guest as nobody can remember your name. That said, the staff was well trained and professional.
The breakfast had a large buffet and was quite good. I hate buffets in general and think it gots nothing to do with luxury, but in bigger hotels, it’s always like that. I love a la carte breakfast with the high quality of food and wish more hotels would do that. Back to the hotel, the facilities were very good, and many things in The Palace is up to LHW-standard. The biggest problem during my stay was the noise level. It’s unacceptable, and many people pay a lot of money for privacy. In many of the rooms the door is not close enough to the floor and that means you can hear people outside all the time.
Overall a very nice experience to the portfolio, but with so many guests it’s hard to deliver service that is good enough to be one of the world’s best hotels.
My opinion: Good+ experience.