The Regency Apartment Hotel Menlyn

Feels like home

The apartment is so good, the wii

The apartment is very clean, spacious and it’s worth the price paid. One of the best place to stay at in Pretoria. Highly Recommended.

My first experience at this property was unfortunately disappointing, beginning at check-in and continuing through to the room itself I arrived shortly before 7pm, having spent several hours on the road, looking forward to settling in and getting some much needed rest. My reservation had been made through Agoda, payment had been processed, and I had received a booking confirmation by email. I therefore had no reason to anticipate any difficulties checking in. However, the receptionist was unable to locate my reservation on the hotel’s system. Despite being shown the booking confirmation, her response was noticeably dismissive, with remarks about Agoda bookings delivered in a tone that I found unnecessarily condescending. I was subsequently informed that the hotel no longer had a contractual arrangement with Agoda and was advised to contact the platform to request a refund. While I appreciate that discrepancies between booking platforms and accommodation providers can occur, guests should not be made to feel responsible for resolving commercial or administrative arrangements between the parties concerned. Having fulfilled my obligations as a paying guest, I reasonably expected the hotel to take some ownership of the situation and assist in finding a resolution. Instead, I found myself having to request assistance after the receptionist had moved on to other duties. She eventually contacted Agoda’s customer service desk but handed me the telephone immediately upon connecting, without first explaining the situation to the agent. This further reinforced the impression that resolving the matter was entirely my responsibility. Agoda confirmed that my reservation was valid and explained that it had been processed on their end through Booking.com, providing an alternative booking reference. Even this reference could not initially be located on the hotel’s system. Throughout this process, I felt increasingly uncomfortable and almost as though I had to prove the legitimacy of a reservation that had already been confirmed and paid for. It was only after further confirmation emails were received, including one from the property itself, that the receptionist’s demeanour changed and I was eventually issued a room key. What made the experience particularly disappointing was that the property itself creates a favourable first impression. Its exterior, reception area and overall presentation are aesthetically appealing and suggest a certain standard of hospitality. Unfortunately, the room did not live up to that impression. There was no television, leaving a conspicuously empty space where one would ordinarily expect it to be. There was also no bottled water or basic tea and coffee provisions. Most concerning was the unpleasant, putrid smell emanating from the liquid soap dispensers in the bathroom, which raised questions about the condition and upkeep of the toiletries provided. I do not believe that every operational difficulty warrants a negative review. Problems arise, and reasonable guests understand that. What matters is how those problems are handled. A courteous explanation, a willingness to assist and some reassurance would have made a considerable difference to my experience. Hospitality extends beyond an attractive property. It is equally reflected in how guests are received, how concerns are addressed and whether the accommodation meets reasonable expectations. Regrettably, my experience fell short on all three counts. Despite the property’s visual appeal, this was not a stay I would wish to repeat.