The Palace of the Lost City

The Palace of the Lost City used to be our destination of choice. We loved to come back... till now... Firstly we checked in around 14:40 as the room was not ready. When we arrived at the room the bathroom sliding door was stack and only could half opened, child's couch was not made. I tried to phone the reception- the phone was cutting off at every attempt. I went down and requested to speak with Fran??ois. I explained to him that we came to celebrate my 50th Birthday and would like to have problem free stay. He apologised and moved as to "the correct", as he said room. That room was with child's bed made and at first glance was fine. The rest is a drama: 1 Monkey lamp switch wire was exposed (luckily, I noticed it, and not my 6 yrs old daughter!). I requested it to be fixed at around 15:30. At the same time I've asked for champagne backed with ice and extra 4 glasses. None of requests materialised till around 18:00. By then I phone the reception and demanded dangerous lamp to be removed or fixed. When technician arrived I also pointed out that the pelmet above sliding doors to the bathroom area with about to fall off as screws were missing ... When we came to the room after the dinner we still had no extra glasses and champagne bucket with ice in the room! But one of wine glass had been placed at the basin with our tooth brushes.... I phone again. Michael brought eventually the requested. As we were about to sleep I decided to connect our phones and pad to charge. I nearly shocked myself, as the pug box above the desk was burned on one side and was of the wall on the other side. I lost my cool... I called Michael to the room again... While he was on his way, I found under the desk the extension cord with multipugs... I the morning my wife went to take shower and find only empty old shampoo tube and plenty wash tubes... I wanted to make us coffee, just to realise that the room service removed 3 out of four cups we had the night before!!!! I took also pictures of the ceiling in the bathroom, at the entrance to the room, toilet seat cover, and lamp at the entrance. Please give me the email address I can forward all of them to you, to assure you that I am not exaggerating... To add the supposedly warm pool was COLD, as on the day of our arrival it was pink, due to influx of municipal water with, as I was told by the management, and with higher metal content? content and was heavily treated. In the show in the room the water had a distinctive smell too. At the check out I had to call customer relation manager Justice to address all our concerns. After reading the above and seeing picture one would agree that it could be considered as an addition to the Shabeen Village, or the Palace of the Lost Management would be the correct name for this property.

This was our second time staying at The Palace. What a magnificent place this is! The first time we stayed, it was just my husband and I, 2 years ago. We decided to bring our kids along on our second trip as there's so much for them to do...And did they have a ball!! Having said that, we had a few disappointments and it must be highlighted. 1) We stayed for 5 nights and every single day I had to contact Housekeeping for fresh towels, face cloths, toiletries. They either forgot or just didn't bother. This is something that MUST be addressed. 2) On 2 of the nights we were there, our room was not turned down. Unacceptable for for a 5 star establishment. 3) The Royal Baths were definitely not for exclusive to Palace guests only, while the palace pool was undergoing renovations. For this reason, the pool area was always overcrowded. We even had to use the pool at The Cascades Hotel once because there simply was no space for us at the Royal Baths. 4) Breakfast is always fantastic but became a bit monotonous after a while as it was the same spread everyday. I would like to end on a positive note and that is the service staff at breakfast. They are simply AWESOME!! I would like to make a special mention of Mithalda and Lesego who went above and beyond to keep us happy at all times. My 5 stars go to them.

Whow, what an amazing place , we stayed in the palace along with quite a few of my daughters and son in laws wedding party , and the rest in the cabanas The palace is absolutely beautiful and we could not fault it especially on Friday for my daughters wedding, absolutely everything was PERFECT , considering we live in England so everything was through emails for the last two years by my daughter and Chris Storking the wedding planner, the detail to everything was nothing short of amazing , so we would like to say a huge thank you to Chris and all the staff at the palace that help make mel and mikes wedding day a day to remember and not only for them but for all our friends and families who were there, for many years to come We would like to say a big thank you to the amazing team who served us all so efficiently at the wedding breakfast and into the evening , and then entertained us all with an amazing dance ,it was brilliant , also a special thank you to Busi at breakfast the following day , she organised all the staff to sing a wedding song and parade the newly weds around the restaurant in front of everyone , something else I am sure they will never forget, We have had amazing week with you so thanku all again and we will hope to return again in the future Ps if you could send me an email address I can send you a copy of both the staff dances as they were both amazing