City Lodge Hotels Group
Claimed Business
City Lodge Hotels Group
Claimed Business
21 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, City Lodge Hotels Group receives polarized feedback. Positive guests praise friendly, professional staff, clean rooms, and smooth check-in experiences, with some properties like City Lodge Barbara Road and OR Tambo earning glowing tributes. However, the majority of reviews highlight serious concerns including poor maintenance, unresolved complaints, booking and payment difficulties, safety issues at parking facilities, and instances of rude or dismissive management. Guests frequently report feeling unheard when escalating problems, pointing to systemic gaps in complaint resolution and guest relations across multiple properties.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-25
Recommended: Unlikely
Review Distribution
2.4|21 Reviews
May '25 - Apr '26
5(31.6%)
4(0%)
3(0%)
2(5.3%)
1(63.2%)
5(31.6%)
4(0%)
3(0%)
2(5.3%)
1(63.2%)
Frequently Asked Questions About City Lodge Hotels Group
Based on recent customer reviews, City Lodge Hotels Group receives polarized feedback. Positive guests praise friendly, professional staff, clean rooms, and smooth check-in experiences, with some properties like City Lodge Barbara Road and OR Tambo earning glowing tributes. However, the majority of reviews highlight serious concerns including poor maintenance, unresolved complaints, booking and payment difficulties, safety issues at parking facilities, and instances of rude or dismissive management. Guests frequently report feeling unheard when escalating problems, pointing to systemic gaps in complaint resolution and guest relations across multiple properties.
City Lodge Hotels Group has a TrustIndex of 0 out of 10 on Hellopeter, based on 21 reviews in the last 12 months. Hellopeter has tracked City Lodge Hotels Group across 302 total reviews. How is the TrustIndex calculated? →
Recent reviews (21)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNM
Nomfundo M
1 reviews | Active since Jan 2020
9 Mar 2026, 05:50
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.
Helpful (0)
|Replies (0)NM
Nomfundo M
1 reviews | Active since Jan 2020
9 Mar 2026, 05:50
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.
0
Replies (0)LM
LUCAS M
1 reviews | Active since Jan 2020
3 Feb 2026, 08:11
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
Helpful (0)
|Replies (0)LM
LUCAS M
1 reviews | Active since Jan 2020
3 Feb 2026, 08:11
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
0
Replies (0)YG
Yolandy G
1 reviews | Active since Jan 2020
23 Jan 2026, 10:53
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.
Helpful (0)
|Replies (0)YG
Yolandy G
1 reviews | Active since Jan 2020
23 Jan 2026, 10:53
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.
0
Replies (0)MR
Marius R
1 reviews | Active since Jan 2020
7 Jan 2026, 07:43
Extended Stay, Repeated Failures & No Resolution – Road Lodge Port Elizabeth
ROAD LODGE SUMMERSTRAND Our family stayed at Road Lodge Port Elizabeth from 25 December 2025 to 8 January 2026, and unfortunately the experience was far below what we expected from a well-known hotel brand. Over the course of nearly two weeks, we encountered multiple ongoing issues that were never properly resolved. These included air-conditioning not working in the rooms, unstable and uncomfortable beds, kettles and pillows with unpleasant odours, TVs and remote controls not functioning correctly, and key cards that often failed to give access to our rooms. Even the breakfast experience was inconsistent, with the filter coffee machine frequently not working or being out of coffee beans. While staff were polite and apologetic, the lack of action and follow-through was deeply frustrating. Every concern raised was met with apologies and assurances that it would be “looked into,” yet there was no feedback, no confirmation, and no real resolution throughout our stay. After a while, this leaves you feeling like a problem rather than a valued paying guest. Individually, some may consider these issues minor. Collectively, and over an extended stay that cost a significant amount of money, they point to poor maintenance and management oversight. We travelled a considerable distance hoping for a restful and comfortable stay, but instead spent much of our time reporting faults that should not exist in the first place. This review is not written to seek free meals or compensation, but because our concerns were not taken seriously and guests deserve to know what to expect. Sadly, this experience has made us question the standard of service and the commitment to guest satisfaction at this property.
Helpful (0)
|Replies (0)MR
Marius R
1 reviews | Active since Jan 2020
7 Jan 2026, 07:43
Extended Stay, Repeated Failures & No Resolution – Road Lodge Port Elizabeth
ROAD LODGE SUMMERSTRAND Our family stayed at Road Lodge Port Elizabeth from 25 December 2025 to 8 January 2026, and unfortunately the experience was far below what we expected from a well-known hotel brand. Over the course of nearly two weeks, we encountered multiple ongoing issues that were never properly resolved. These included air-conditioning not working in the rooms, unstable and uncomfortable beds, kettles and pillows with unpleasant odours, TVs and remote controls not functioning correctly, and key cards that often failed to give access to our rooms. Even the breakfast experience was inconsistent, with the filter coffee machine frequently not working or being out of coffee beans. While staff were polite and apologetic, the lack of action and follow-through was deeply frustrating. Every concern raised was met with apologies and assurances that it would be “looked into,” yet there was no feedback, no confirmation, and no real resolution throughout our stay. After a while, this leaves you feeling like a problem rather than a valued paying guest. Individually, some may consider these issues minor. Collectively, and over an extended stay that cost a significant amount of money, they point to poor maintenance and management oversight. We travelled a considerable distance hoping for a restful and comfortable stay, but instead spent much of our time reporting faults that should not exist in the first place. This review is not written to seek free meals or compensation, but because our concerns were not taken seriously and guests deserve to know what to expect. Sadly, this experience has made us question the standard of service and the commitment to guest satisfaction at this property.
0
Replies (0)WS
WC
Willem C
1 reviews | Active since Jan 2020
26 Nov 2025, 13:30
Lies and fanciful stories - 'the dog ate my homework'
An airport transfer was arranged by my funder, to take me from CPT airport to Town Lodge Bellville on 16 November 2025, and back to the airport the following morning. The driver didn't collect me at the airport, and I didn't receive so mush as an apology or explanation. Needless to say there was no transfer back to the airport the following morning. A week later I received a call from the receptionist at Town Lodge Bellville, who claimed to have knowledge (from where?) that the driver had arrived at the airport and didn't find me (so why didn't he call them). She even claimed that an Uber had been arranged for me! (how would an Uber find me or I find an Uber?). This is a pathetic case of lies and stories that I would not expect to receive from a business like this.
Helpful (0)
|Replies (0)WC
Willem C
1 reviews | Active since Jan 2020
26 Nov 2025, 13:30
Lies and fanciful stories - 'the dog ate my homework'
An airport transfer was arranged by my funder, to take me from CPT airport to Town Lodge Bellville on 16 November 2025, and back to the airport the following morning. The driver didn't collect me at the airport, and I didn't receive so mush as an apology or explanation. Needless to say there was no transfer back to the airport the following morning. A week later I received a call from the receptionist at Town Lodge Bellville, who claimed to have knowledge (from where?) that the driver had arrived at the airport and didn't find me (so why didn't he call them). She even claimed that an Uber had been arranged for me! (how would an Uber find me or I find an Uber?). This is a pathetic case of lies and stories that I would not expect to receive from a business like this.
0
Replies (0)MK
M K
1 reviews | Active since Jan 2020
25 Nov 2025, 23:02
CLHG 👎👎👎 VS Southern Sun👌👍👌
My family and I were CLHG's regular, loyal guests for many years, and were registered on their loyalty points programme. It was just after the Festive period, that we found their on-line rooms' bookings to be very reasonable with loyalty points, so we made numerous bookings using our accumulated points. We made plans for, and scheduled for some much needed floor maintenance work to be done at our home during this period, which could not otherwise be carried out while we were there. We had no problem checking in at the Durban branch, & commenced our scheduled stay & the corresponding maintenance work at our home floors. A ?few days later?, my family abruptly received a call from CLHG Management? Headoffice? & an email to her that same morning, informing us that "there had been an error in the number of loyalty points that were allocated to us, & from the next check-in period (which was in a few hours time), we have to pay for any further stay at CLHG, else we have to checkout / leave! (Regardless of whatever further bookings were done and confirmed by us online, using our loyalty points....these were all now suddenly disregarded and cancelled!!) We had no option nor defence, as headoffice was insensitively uninterested in our protest to their sudden unilateral verdict! I had to pay for the next day's stay as we had no where else to go to at such sudden, short notice, & our home was still inaccessible. During this day, I had to frantically search for an alternate budget short term accomodation for my family and myself which we were forced to move to the following day. We "ruffled and tuffled and survived" this crisis. However to date, we received Zero courtesy/empathy/apology correspondence from CLHG. When I did write to them in complaint, I was rep**** to (threateningly) by their legal department, warning me not to publicise our experience. Neverthless, some considerable time later, we are now regular guests at the Southern Sun Group, who display much more professionalism, hospitality & appreciation for guests' support, as well as offer much better value for money.
Helpful (0)
|Replies (0)MK
M K
1 reviews | Active since Jan 2020
25 Nov 2025, 23:02
CLHG 👎👎👎 VS Southern Sun👌👍👌
My family and I were CLHG's regular, loyal guests for many years, and were registered on their loyalty points programme. It was just after the Festive period, that we found their on-line rooms' bookings to be very reasonable with loyalty points, so we made numerous bookings using our accumulated points. We made plans for, and scheduled for some much needed floor maintenance work to be done at our home during this period, which could not otherwise be carried out while we were there. We had no problem checking in at the Durban branch, & commenced our scheduled stay & the corresponding maintenance work at our home floors. A ?few days later?, my family abruptly received a call from CLHG Management? Headoffice? & an email to her that same morning, informing us that "there had been an error in the number of loyalty points that were allocated to us, & from the next check-in period (which was in a few hours time), we have to pay for any further stay at CLHG, else we have to checkout / leave! (Regardless of whatever further bookings were done and confirmed by us online, using our loyalty points....these were all now suddenly disregarded and cancelled!!) We had no option nor defence, as headoffice was insensitively uninterested in our protest to their sudden unilateral verdict! I had to pay for the next day's stay as we had no where else to go to at such sudden, short notice, & our home was still inaccessible. During this day, I had to frantically search for an alternate budget short term accomodation for my family and myself which we were forced to move to the following day. We "ruffled and tuffled and survived" this crisis. However to date, we received Zero courtesy/empathy/apology correspondence from CLHG. When I did write to them in complaint, I was rep**** to (threateningly) by their legal department, warning me not to publicise our experience. Neverthless, some considerable time later, we are now regular guests at the Southern Sun Group, who display much more professionalism, hospitality & appreciation for guests' support, as well as offer much better value for money.
0
Replies (0)EW
Evie W
1 reviews | Active since Jan 2020
20 Nov 2025, 15:19
Comfortable and Reliable Stay
I had a really good experience with City Lodge. The rooms were clean, the staff were friendly, and check-in was quick. Nothing fancy, but everything worked smoothly and made the stay comfortable.
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