I recently visited a friend staying at this hotel and the service was sub par at best. From a doorman/security guard who did not greet to an unhelpful "manager", this establishment gets a resounding 3/10 from me.
My friend was from out of town, and trying to get them dinner was damn near impossible for absolutely NO FEASABLE REASON. In a time where hospitality businesses should be meeting and exceeding guest expectations in order to generate the little business they can, you'd think the staff were trained to do an amazing job. NOT HERE.
Covid restrictions meant that in room dining was unavailable. So the various restaurants closing at different times, the scramble to get dinner before 18h30 ensued. Had it not been for Dimakatso, my friend would not have eaten. In the time she'd gone on lunch, I unfortunately had to deal with Thato and Mercy (a supposed duty manager) who were very unhelpful and Mercy particularly rude and refused to assist.
The ONLY asset that hotel had that night is Dimakatso, who went above and beyond (as expected in a supposed 5* establishment). Thato and Mercy were absolutely horrendous and know nothing about customer service priciples. They lack basic training.
What the staff need to realize is that the guest IS your job. You are there to provide a seamless experience, point blank period. No excuses.
If you are pedantic on service and are a frequent hotel guest of true 5* hotels, I would not recommend this establishment. This is a 3* at best, with fancier trimmings.