Extremely disappointing stay at Peermont Metcourt, Emperors Palace.

As regular guests, we have stayed here multiple times and have let many issues slide in the past, but this recent stay was completely unacceptable.

From day one, the treatment from staff was disrespectful. A security guard was rude when we tried to park in a disabled parking bay, despite having a disability sign clearly displayed and a person with a visible disability in the car. We explained the situation, including that the sign had been damaged by the car wash at Emperors Palace, yet he still refused to assist. His response of “so go and complain” was shocking and gives the impression that staff feel they are not held accountable for the way they treat customers.

Housekeeping was equally poor. One of the cleaning ladies was exceptionally rude, and we had to ask multiple times for basic necessities like toilet paper and tissues. The rooms were not cleaned properly at all — sticky floors, dusty counters, filthy cups, and dirty towels left behind. This is far below the standard expected from a hotel of this calibre.

The maintenance issues were just as bad. The WiFi was horrible and dropped constantly throughout our stay. The drains were clogged, which we reported, and the showers and bathrooms had a terrible smell. To make matters worse, on the second last day, three of our rooms flooded. We were moved to other rooms, but there were no porters available to help us with our luggage and belongings. Staff had to call someone in from another hotel, which only added to the inconvenience.

The way this incident was handled was unacceptable. A lady, who was initially presented as the manager, was rude, condescending, and accusatory. She later contradicted this by saying she was not the manager. Instead of taking responsibility for the hotel’s obvious maintenance failures, she attempted to blame us and told us to expect an incident report. Her tone and attitude were completely inappropriate. We were inconvenienced, yet she did not apologise.

On top of everything else, there was also an insect and pest problem in the rooms.

What is most concerning is that during a busy Easter weekend, there appeared to be no management available at the hotel to properly assist guests with serious issues. Do not expect management support if something goes wrong.

There are already multiple reviews online mentioning clogged drains and similar maintenance issues, which suggests this is an ongoing problem that the hotel has failed to address. Rather than taking accountability, it feels like staff are more interested in shifting blame.

Emperors Palace seriously needs to train its hotel staff to treat customers with respect and urgently address the maintenance and hygiene issues at this property.

This experience was unacceptable on every level, and as regulars, we are extremely disappointed and want answers.