Premier Hotels and Resorts
Claimed Business
Premier Hotels and Resorts
Claimed Business
15 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Premier Hotels and Resorts faces significant criticism around refund processing, with multiple guests reporting prolonged delays and poor follow-up communication after cancellations or billing errors. Guests have also raised concerns about staff professionalism, including intrusive housekeeping, dismissive management responses, and confrontational behaviour at certain properties. Security and safety issues, such as missing belongings and inadequate emergency responses, further erode trust. On the positive side, select properties like Premier Hotel Pretoria receive praise for friendly staff, clean rooms, and a welcoming atmosphere.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-60
Recommended: Unlikely
Review Distribution
2.5|15 Reviews
May '25 - Apr '26
5(35.7%)
4(0%)
3(0%)
2(0%)
1(64.3%)
5(35.7%)
4(0%)
3(0%)
2(0%)
1(64.3%)
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.
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Nqobile S
1 reviews | Active since Jan 2020
3 Mar 2026, 02:47
Premier umhlanga
I recently stayed at Premier Hotel Umhlanga and unfortunately my experience was disappointing, especially regarding housekeeping service. Checkout time is clearly stated as 11:00, yet a housekeeper unlocked and entered my room at 10:00 to clean while I was still inside and preparing to leave. This made me feel rushed and uncomfortable. I had also requested an iron and had to wait about an hour for it to arrive, which delayed my preparations. Because of the delay, I only started ironing around 11:00. At 11:23, the same housekeeper unlocked my door again and asked to remove the bed sheets while I was still in the room finishing up. I found this very unprofessional and not in line with the standards I expected from the hotel. I understand that housekeeping has schedules to follow, but guests should still be given privacy and respect until the official checkout time. Unfortunately, this experience left me very disappointed. I hope management addresses this so that future guests have a better experience.
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Nqobile S
1 reviews | Active since Jan 2020
3 Mar 2026, 02:47
Premier umhlanga
I recently stayed at Premier Hotel Umhlanga and unfortunately my experience was disappointing, especially regarding housekeeping service. Checkout time is clearly stated as 11:00, yet a housekeeper unlocked and entered my room at 10:00 to clean while I was still inside and preparing to leave. This made me feel rushed and uncomfortable. I had also requested an iron and had to wait about an hour for it to arrive, which delayed my preparations. Because of the delay, I only started ironing around 11:00. At 11:23, the same housekeeper unlocked my door again and asked to remove the bed sheets while I was still in the room finishing up. I found this very unprofessional and not in line with the standards I expected from the hotel. I understand that housekeeping has schedules to follow, but guests should still be given privacy and respect until the official checkout time. Unfortunately, this experience left me very disappointed. I hope management addresses this so that future guests have a better experience.
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Replies (0)MX
Mxolisi X
1 reviews | Active since Jan 2020
16 Feb 2026, 19:46
Scary Incident at Premier Hotel OR Tambo
Subject: Incident at Premier Hotel OR Tambo on 11th Feb 2026 - Request for Refund Dear Premier Hotel OR Tambo Management, I'm writing to express my extreme dissatisfaction and concern regarding a fire incident that occurred in the hotel on the evening of 11th Feb 2026. Myself and a friend were forced to evacuate our room (7th floor) due to smoke and fire alarm triggers, which severely impacted our stay. Despite alerting reception, the response was inadequate, and we were exposed to a potentially life-threatening situation. As an asthma sufferer, my friend was particularly vulnerable. I've been trying to get a refund, but have been sent around. I'm requesting a full refund for our stay and compensation for the distress caused. I have pictures and videos of the incident, which I'm willing to share if needed. My booking details are: Mxolisi Xabanisa, room 736 Please assist with a prompt response regarding the next steps. Thank you. Sincerely, Mxolisi Xabanisa 0605294508
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Mxolisi X
1 reviews | Active since Jan 2020
16 Feb 2026, 19:46
Scary Incident at Premier Hotel OR Tambo
Subject: Incident at Premier Hotel OR Tambo on 11th Feb 2026 - Request for Refund Dear Premier Hotel OR Tambo Management, I'm writing to express my extreme dissatisfaction and concern regarding a fire incident that occurred in the hotel on the evening of 11th Feb 2026. Myself and a friend were forced to evacuate our room (7th floor) due to smoke and fire alarm triggers, which severely impacted our stay. Despite alerting reception, the response was inadequate, and we were exposed to a potentially life-threatening situation. As an asthma sufferer, my friend was particularly vulnerable. I've been trying to get a refund, but have been sent around. I'm requesting a full refund for our stay and compensation for the distress caused. I have pictures and videos of the incident, which I'm willing to share if needed. My booking details are: Mxolisi Xabanisa, room 736 Please assist with a prompt response regarding the next steps. Thank you. Sincerely, Mxolisi Xabanisa 0605294508
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Alicia F
1 reviews | Active since Jan 2020
12 Feb 2026, 06:48
Refund delays...
Unfortunately had to cancel a well planned "girls trip" for January 2026. A deposit was paid in November 2025. Request for a refund was submitted before 20th December 25 with explanation and all required documents as per their refund process/policy. To date I have not received the refund and even though I have made weekly follow up calls, and I keep getting promised soneone will call me back, th call never comes... It is very unfortunate that I have been experiencing this very unpleasant issue as I was looking forward to rescheduling a trip at a future date. Not so much now...
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Alicia F
1 reviews | Active since Jan 2020
12 Feb 2026, 06:48
Refund delays...
Unfortunately had to cancel a well planned "girls trip" for January 2026. A deposit was paid in November 2025. Request for a refund was submitted before 20th December 25 with explanation and all required documents as per their refund process/policy. To date I have not received the refund and even though I have made weekly follow up calls, and I keep getting promised soneone will call me back, th call never comes... It is very unfortunate that I have been experiencing this very unpleasant issue as I was looking forward to rescheduling a trip at a future date. Not so much now...
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theuns E
1 reviews | Active since Jan 2020
15 Jan 2026, 06:37
Hotel greed
Last year my client booked me into the Premier hotel on kempton park. They paid for this. The hotel did not believe the proof of payment. They demanded extra payment. Which I did. This all happened late at night when I was extremely tired. With the manager not being compassionate at all. Now it's a month and a half later and they still have not paid ne back for the double payment made.. I have staid in more than 300 hotels and vow not to use these greedy people again
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theuns E
1 reviews | Active since Jan 2020
15 Jan 2026, 06:37
Hotel greed
Last year my client booked me into the Premier hotel on kempton park. They paid for this. The hotel did not believe the proof of payment. They demanded extra payment. Which I did. This all happened late at night when I was extremely tired. With the manager not being compassionate at all. Now it's a month and a half later and they still have not paid ne back for the double payment made.. I have staid in more than 300 hotels and vow not to use these greedy people again
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Bianca B
1 reviews | Active since Jan 2020
14 Nov 2025, 14:56
⭐ 1-Star Review: Extremely Disappointing Experience & Missing Valuables at Premier Hotel O.R. Tambo
My husband and I stayed at Premier Hotel O.R. Tambo on the night of Thursday, 6 November, in room 616. We checked in at 19:30 and left early the next morning at 05:15 to catch a flight. Unfortunately, what should have been a simple overnight stay has turned into a deeply frustrating and concerning experience. My husband 100% left his G-Star Raw grey jeans (valued at R3,999) hanging on a chair in the room. When we realised this the same morning that we checked out, we immediately contacted the hotel. Instead of assistance, we were told to wait for the coordinator from Lost & Found to arrive—only to be informed later that “nothing was found” and “nothing was handed in.” This is unacceptable. We know for a fact the jeans were left in the room, and the dismissive response raises serious concerns about the safety and honesty of the staff. To make matters worse, after being told it will be invesigated, neither my husband nor I have received any update, despite being told the matter would be investigated. When the manager of the hotel finally called 3 days later after a stern email was sent, the explanation was even more disappointing. We were told they “don’t know what happened to the jeans” and that there are no cameras in the passageways. This is extremely alarming for a hotel that hosts travellers, business guests, and conference attendees. How can a hotel of this size and reputation have no surveillance in guest areas, yet expect guests to trust that their belongings are safe? The lack of accountability, the weak investigation, the absence of basic security measures, and the complete failure to follow up all point to serious safety issues. It is deeply concerning that valuable items can go missing from a locked hotel room with no answers, no responsibility, and no support from management. We have stayed at this hotel before, but after this experience, we no longer feel safe or confident in the integrity of the establishment or its staff. The item "MISSING" is one thing; the lack of responsibility and transparency is far worse. UNIMPRESSED AND CONCERNED
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Bianca B
1 reviews | Active since Jan 2020
14 Nov 2025, 14:56
⭐ 1-Star Review: Extremely Disappointing Experience & Missing Valuables at Premier Hotel O.R. Tambo
My husband and I stayed at Premier Hotel O.R. Tambo on the night of Thursday, 6 November, in room 616. We checked in at 19:30 and left early the next morning at 05:15 to catch a flight. Unfortunately, what should have been a simple overnight stay has turned into a deeply frustrating and concerning experience. My husband 100% left his G-Star Raw grey jeans (valued at R3,999) hanging on a chair in the room. When we realised this the same morning that we checked out, we immediately contacted the hotel. Instead of assistance, we were told to wait for the coordinator from Lost & Found to arrive—only to be informed later that “nothing was found” and “nothing was handed in.” This is unacceptable. We know for a fact the jeans were left in the room, and the dismissive response raises serious concerns about the safety and honesty of the staff. To make matters worse, after being told it will be invesigated, neither my husband nor I have received any update, despite being told the matter would be investigated. When the manager of the hotel finally called 3 days later after a stern email was sent, the explanation was even more disappointing. We were told they “don’t know what happened to the jeans” and that there are no cameras in the passageways. This is extremely alarming for a hotel that hosts travellers, business guests, and conference attendees. How can a hotel of this size and reputation have no surveillance in guest areas, yet expect guests to trust that their belongings are safe? The lack of accountability, the weak investigation, the absence of basic security measures, and the complete failure to follow up all point to serious safety issues. It is deeply concerning that valuable items can go missing from a locked hotel room with no answers, no responsibility, and no support from management. We have stayed at this hotel before, but after this experience, we no longer feel safe or confident in the integrity of the establishment or its staff. The item "MISSING" is one thing; the lack of responsibility and transparency is far worse. UNIMPRESSED AND CONCERNED
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