Upon check-in on the 4th Jan only for 1 night, my son's mobile phone was at reception by a City Lodge staff member. The receptionist asked that the security footage be viewed. When the manager recovered the handset, all she said was that that South Africa is known for this type of crime and nonchalantly blamed it on everyday crime. She was not sympathetic or apologetic about the incident at all and offered no empathy. My son was traumatized about this as this mobile phone was quite expensive. The manager was quick to blame the crime in the country but did not take responsibility for her staffs actions, only later when we bumped in to her again did she offer a half-hearted apology. This was my first stay at City Lodge, I was pleasantly surprised at the comfort and cleanliness of the hotel, but I don't think i would be able to stay here again. I expect that the manager take accountability for her staffs actions, and not blame it on the country, be sympathetic to your customer and at least show some sort of good guest relations. After all that is what a managers role should be about.
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