Holiday Inn Johannesburg Airport

Dear Holiday Inn Management Team, What a disappointing recent stay at Holiday Inn near Johannesburg Airport!! The overall experience fell significantly below the level of hospitality and service I expected from an IHG property. First impressions matter, and unfortunately, my experience began on a disappointing note. Upon arrival, our room was not ready and we were asked to wait approximately 10 minutes. The Front Desk Agent, who identified himself as Alfred, appeared tense and unwelcoming, with no smile or genuine effort to create a positive first impression. I had specifically requested a standard queen bed. When I asked about the best available room, his response was delivered in a sarcastic tone: “All are nice.” We were subsequently allocated Room 339, a handicapped-accessible room, which we found extremely small and disappointing. Having stayed at numerous luxury hotels, I found the room considerably below my expectations in terms of size and overall guest experience. To his credit, the Guest Relations colleague we encountered on the way to the room (tall , slim very professional) was exceptionally pleasant and engaging. He acknowledged our disappointment with the room and apologized, which was appreciated. However, this was not followed by any further service recovery. No courtesy call was made to check whether we were comfortable or whether the room met our expectations. Our experience with the Front Desk continued to be disappointing. When we later approached Alfred and asked whether the hotel had an HDMI cable, his response was simply “No.” There was no explanation, alternative solution, or suggestion as to where we might obtain one. His tone, facial expression and overall manner came across as dismissive and condescending, which made the interaction particularly unpleasant. I then also passed by the reception asking for the check out time , Alfred said 10AM then I requested for 11AM as my flight was at 2 pm he answered as this “ 11AM sharp !!” Gross ! And unbelievable. I didn’t answer that’s when I asked him for his name as he was not wearing a name tag 🏷️ which I believe it’s a hotel standard unless he is actually the manager …. That will be shocking to have him lead the reception stuff with such attitude . The departure experience was equally disappointing. When checking out, I approached the Front Desk with two large pieces of luggage. Alfred and the other guy both saw me but did not offer any assistance or ask whether I had enjoyed my stay. He simply collected the room key and stated “All good,” without a thank you, farewell, or any attempt to acknowledge us as departing guests. I then asked about the airport shuttle, which he described as being grey in colour. I subsequently had to manage both pieces of luggage myself, despite two reception colleagues being present at the desk. Not once was assistance offered. What was most disappointing was not one isolated incident, but the consistent lack of warmth, attentiveness and genuine hospitality throughout the guest journey. In hospitality, it is often the small gestures that make the biggest difference: a warm welcome, a helpful alternative, checking on a guest after a disappointing room allocation, offering assistance with luggage, or simply asking, “How was your stay?” These moments cost very little but have a significant impact on how a guest remembers a hotel. I’m a hotelier myself and I know what I’m talking about. Unfortunately, this stay left me feeling unwelcome, undervalued and disappointed. Based on this experience, I would not choose to stay at this property again and would be hesitant to recommend it to others. I hope management will take this feedback seriously and review the service standards demonstrated during my stay, particularly regarding Front Desk engagement, guest recovery, communication, and departure procedures. A hotel’s facilities are important, but the way guests are treated ultimately defines the experience. At some point I thought is it a foreign attack? since I am a Zimbabwean . Could it be ?

A group of soon-to-be colleagues and I had an overnight layover in Johannesburg. Most had only met at the Newark Airport before flying to Johannesburg. From there, we were going to be spending a few weeks working together in Botswana. This Holiday Inn had everything we needed, and provided a great environment for a group of new friends to unwind and get to know each other. The shuttle to and from the airport was smooth, and we were immediately offered assistance with our luggage at the hotel. That evening, after dinner, we went to the bar and met Chad, who was especially helpful in providing wine recommendations that led to a great evening of getting to know each other, laughing, and just enjoying our time. And the bathtubs in the room were divine, especially after a long flight. (Pair that with glass of wine and honey, it was heaven!) The next morning, we all had the delicious breakfast buffet before heading to one of their meeting rooms to start some planning/prep. When it was time to head back to the airport, we almost missed the shuttle, and Chad went running to flag the driver down. I'm not in Johannesburg enough, but next time I am, I'll definitely be back! (If you're from the US like I am, you probably roll your eyes when someone mentions Holiday Inn. I do, too. And this was NOT that. This was definitely a step up from what we're used to)

This was a perfectly fine stay for one night near JNB. Not the closest, but easy to get to with the free shuttle. HOWEVER, the floors are funny: I had to take an elevator to my room and then still go up another 5 steps or so to reach my floor. The floor below mine was like that as well. Not all rooms required this, but a good portion did. Yes, airplanes do fly directly overhead, but I never heard them in my room. Staff was really friendly. In particular, Chad and Teekay were really friendly. I ordered food at the restaurant and took it up to my room. Affordable by US standards and didn't take long at all. Pretty tasty, too. Only problem is that the AC unit in my room made noises throughout the night even though it wasn't on. Otherwise, a clean, affordable stay.