I have stayed here multiple times in the past few months and have found no issue until my last stay (and I do mean LAST). I was told hpon check in that a new 'pre-auth' is being charged even if you've already booked and paid in full via an online third party. I asked for documentation verifying this and was told there is no record/disclaimer of this new process being implemented. Mind you everyone had a differing idea as to how this process works which i find comical, as i work in the banking industry and am well-versed in the ACTUAL process. Fast forward 3 weeks and i have not had these funds returned. I have called several times to request a letter to provide to my bank and apparently spoke to a manager with ZERO phone etiquette who was more than ready to tell me "we've already sent all that". A few more calls and ive been told I'd receive the mail with no response... I've had my number taken down, with no return call. The staff there are helpful and friendly but the management is abhorrent to say the least. *** In response to the reply*** My bug bear was never a mere R500 but rather the service i received upon requesting a simple letter. At no point did i request a refund from your organization, nor state that the funds were being held by you (comical is the misunderstanding) . Perhaps if i wasn't being spoken over on the phone, this would've been understood clearly. As I've REPEATEDLY explained telephonically, my bank requests a letter to release the hold on the funds. The same process may be followed in the instance of care hire. It may or may not be enforced by all banks at all times, just as a pre-auth may or may not be enforced at all times by hotels or care hires. These are at the discretion of the bank/hotel respectively. Just a few days ago a 'manager' stated that i would recieve the letter that i had been requesting this entire time. No response. Ive had my number taken down to have my call returned. No response. Im well aware that this may be a standard process in the hotel industry. Ive had brilliant service regarding the very same request from your competitors as im sure i would also enjoy the same service were i to query after checking out of a presidential suite with a R10 000 pre-auth. What is important, more especially in a service based industry, is the service, not the fee for the service.

We have stayed at Royal Palm on numerous occasions, and never have we had such terrible service. We always got a higher room, but on request at check in, apparently wasn't available. Much to the surprise of the gentleman that assisted on my check out. The same very unfriendly lady that was handling the check in, informed us of the R500 "holding deposit", which was a first for us, but nevertheless, said it's no problem. We offered cash, but told it had to be a card. Upon handing over the card, she took down the card number, the expiration date, as well as the 3 digit safe numbers at the back of the card. When my husband asked her what she was doing... apparently it's policy and they need those details. My husband then informed her that she's not allowed to take those numbers, as she will then be able to literally purchase a flight out of south africa on his expensive... it was ignored. On check out, I queried with the gentleman that was helping me, and he said he doesn't take those 3 digits. I requested the manager on duty, and he confirmed, who promised to get back to me the following morning with feedback. Still waiting for his call. I called the following morning to request feedback, and that manager now had no idea what I was speaking about. I HAD TO EXPLAIN FROM THE BEGINNING. He then totally went against what the previous 2 guys had said. Upon enquiring about my HOLDING DEPOSIT... I still have not received it. Why is it becoming such a hassle to return what was possibly taken? We now have to be requesting letters from the hotel to forward to the bank,of which should've been forwarded Upon check out, not a week later. Beyond disappointed with the service. Used to be one of the best hotels in Umhlanga.
Travel group
Couple
Rooms: 3
Service: 1
Location: 5

Not really impressed about it yet. Expected better from a 4 star place. Reception is awkward, carpet's are old. Place gives the impression of being dated and old. TV and DSTV are not working, had to call twice to get anybody to start fixing it. They've been busy for an hour and still not working Had to argue about the room on check in and if it included breakfast. That may have been due to travel agent but I'm still waiting for that to be sorted. I get the impression that service is not too important with the staff. I'll have to see how it goes. Eventually the DSTV was sorted out When I came down to reception later, I was told there breakfast head been sorted out, vouchers had been recieved. Next morning... Had to argue with them about breakfast again! They conceded and where happy to let me eat only for me to find out they are doing buffet. This was one of the big reasons for selecting this hotel was there legendary breakfast buffets. So disappointing Possibly as a result if COVID? My DSTV is also only giving channel 100, the promo channel! Breakfast? Bacon was caterers grade - long grain and tough as leather but otherwise okay.

At check-in we were not informed about breakfast or any other details. The room smelt damp and musty. The room was extremely dusty, and as a result I am now sick from this. The AC in the bedroom did not work. I called reception twice and was promised twice that someone would come to fix it. This did not happen. Durban during December is extremely hot and humid, so this was an extremely uncomfortable stay. We could not sleep comfortably at night. In the morning I called to request a late checkout. This was due to us not having slept well at night, and my 2 year old daughter could not wake up in the morning. I requested 2 hours and was promptly told they could not give it to me. I was told I could get an hour extra, until 11AM. However, reception called me at 10:30AM telling me I had passed the deadline. The breakfast was really bad! Cold pancakes, stale pastries, no fresh fried eggs offered, and bread not of a great quality. Terrible, terrible coffee! I could not drink it. I will never stay here again, and I would never recommend anyone else to stay here.
Travel group
Family
Rooms: 1
Service: 1
Location: 3

Spent a lovely birthday weekend here with my hubby. The room is very well lit and with a modern feel. It's very spacious. Well equipt to combat the load shedding. The staff are friendly and ready to assist. We had room service for our first night and it was served with no fuss. A card machine was even provided so we didn't have to wait to pay till check out. The rooms are clean and neat. It is good that the hotel is situated right across from gateway making it very convenient if you need to grab something quickly or for a quick dinner. The breakfast at the Thyme restaurant was nice on the Sunday. There was quiet a lovely selection however I forgot to get any pics. On the Monday, the vegetarian options were extremely limited. Like I mean there was like nothing appetizing for a vegetarian. In this day and age with vegans growing in popularity I think the hotel should adapt its menu accordingly. Also we live in South Africa, this is a rainbow nation. I'm pretty sure most people know the most Hindus fast on Mondays and Tuesdays. Some nicer vegetarian options would have been amazing. It was a lovely stay all in all.

Firstly I experienced such poor service from the duty manager “ Theo” who was very unprofessional and condescending , when we arrived. Secondly the security is very poor. They knocked on my door at 2am with a random man that claimed he was sleeping in my room, I was so upset and woken from my sleep only for the reception to not even answer their phone when I wanted to report this matter as to how security would even believe a drunk random man claiming he’s sleeping in a room and even bringing him up without checking with reception first for them to call me to confirm if this was true but rather chose to bring a one legged drunk man to my door at 2am that I have never in my life seen before. Their telephones in the room do not work, you have to basically do tricks for it to work once in a while. There are also no charging points inside. I have never been this upset at a hotel service before. There is so much more that upset me but prefer to keep this short and sweet. Horrible boarding school like experience.
Travel group
Couple
Rooms: 2
Service: 1

The only word that comes to mind is mediocre. At first glance the room is impressive - the room is big and the design is appealing.. but then you see that the light is literally hanging by a thread to the wall and the walls and curtains have dirt stains all over. The bed is so worn out that it's not a good night's sleep and the hotel guests are generally noisy. When ordering breakfast the next morning (which had to be brought to the room due to level 4 lockdown which is perfectly fine) we were informed that no danishes were made that morning so you have very little on the menu if you don't eat eggs and bacon. When the food arrived it was brought in little containers which are nicely packaged, but no tray, nor no bowls to eat in or anything to present the meal nicely. We ordered a cappuccino and a double espresso which when it arrived we were informed will be an additional whopping R90... that is the most expensive coffee we've EVER had of such poor quality! There are worse places to stay at this rate but there is definitely much nicer as well! I will not be back.

This is our second stay our challenges were the access to the hotel parking which is not evident or clearly indicated when you arrive in front of the hotel. If you have luggage no way to notify hotel when you enter the rear parking that you need a porter. Room is great and the service was good. Only issue we have had with service was during loadshedding and the lights didn't come on but they sorted that card system that activates the lights. They staff were very helpfful and accommodating. We will definitely be back as location, value for money and service - once you know where everything is makes for a very pleasant stay.
Trip type
Vacation
Travel group
Couple
Rooms: 5
Service: 4
Location: 5
Hotel highlights
Great value

Noisiest Hotel I have ever been in, at any time of the day. I completely understand when it's the guests making noise, it happens. But this is the staff making noise the entire day. If you feel like sleeping in or anything, think again. Once one house keeper knocks you away, you politely ask not to have housekeeping today, only to be knocked awake by another one. And afternoon naps? Think again. They have construction going on on my floor. My question was obviously why did they make my room available to book if there was going to be construction. But they don't seem to care. They just let it go on. This hotel does not make its guests feel special. I would not recommend
Trip type
Business
Rooms: 1
Service: 1
Location: 4

The service delivery and reservations teams customer service is something to be desired I booked a reservation, paid upfront for a specific room and was in contact with Jessy who confirmed everything was in order Go to the hotel and my confirmed reservation already paid for was changed, I was given another room with a faulty aircon and falling apart furniture Upon my discussions with the desk reservation team they stated they will discuss it with Jessy and come back to me, the rooms already allocated to someone else Definitely not compassionate or a customer centric Looks like I will be changing my hotel or choice, customer service is clearly not what it used to be
Travel group
Solo
Rooms: 1
Service: 1
Location: 5

We had booked for 27 - 29 August 2020 to celebrate my birthday in Durban and I was impressed at first by the big rooms, spacious and welcoming. However, on the night of the 28th, at about midnight, I was woken up by loud noises outside our room, people were fighting, screaming and seemed drunk. It was loud and very uncomfortable! The morning of the 29th, we had breakfast at the hotel's restaurant and the service was appaulling to say the least. We wait for very long to be served and they seemed understaffed. The kitchen staff made fun of other guests from the kitchen area and we could hear them!!! It was very unpleasant. The management needs to attend to these complaints or the hotel will be history very soon.
Travel group
Couple

I recently had the pleasure of staying at the Royal Palm hotel in Umhlanga and can confidently say that it was a fantastic experience. The hotel's location, directly opposite the Gateway Theater of Shopping, made it incredibly convenient for me to access all the shops and restaurants in the area. The staff at the hotel were exceptionally friendly and accommodating. From the moment I checked in, I was made to feel welcome and valued as a guest. The room was spacious, clean, and well-appointed, with all the amenities one would expect from a high-end hotel.
Trip type
Vacation
Travel group
Friends
Rooms: 5
Service: 5
Location: 5
Hotel highlights
Luxury, Great value, High-tech

What a beautiful place to be in. Great service game!! I was Offered excellent, safe and free parking as guest. I was also not given problems about the number of guests that had popped in for a quick day visit during my stay there. The room service was on point and the place was spotlessly kept.The buffet breakfast menu was also excellent. One day i woke up late way after breakfast time slots however management ensured that i did get breakfast and I was really amazed at their level of humanity and consideration for guests. Well done to management and staff. Keep up the standards, it's people like this that make us happy clients ensuring repeat business and excellent word of mouth marketing

Once upon a time this was indeed an awesome hotel, however at this very moment it’s tired- couches old and pilling, sofa pillows old and don’t match, scatter cushions are old and faded, lamp shades don’t work and are broken, fridge wobbly and works at a very slow pace, there are instructions on how to operate the Tv which also still dont work. filthy- curtains filthy and have marks all over, kitchenette’s cupboards are rotten due to previous water leaks, carpets just look old and dirty. Table covers are old and creased. The rooms scream for MAINTENANCE & AN UPGRADE ! absolutely terrible experience so far!
Trip type
Vacation
Travel group
Family
Rooms: 1
Location: 4

Very disappointing, glass doors dirty, aircon not working, sliding door not locking, complained 3 x and waited 2 hrs and then they moved me. The service is shocking. I asked for a wine glass and ice and was told I will be R50 ....I'm honestly stunned. And I've booked in for 8 days. This is definitely not 4 star. Fridge has no shelf and no glasses . The setting is perfect, but I'd rather stay in a City Lodge and know what to expect. Furthermore I wanted a refund and move to another hotel and staff just shrugged their shoulders and said I have to contact whoever I booked online with, they can do nothing....
Travel group
Solo
Rooms: 2
Service: 1
Location: 4

We had the most wonderful experience. Really value for money. We stayed in the Executive Suite with 2 rooms. Beautiful spacious rooms with beautiful decor. What was so wonderful was even with all the electricity outages in Durban we didn't even realized that there were outages until you step out of the hotel. They have generators running during those times and we did not even hear it. The breakfast was wonderful with amazing coffee. Staff was friendly and made as feel at home. Shopping Mall just over the road with all the restaurants. We will definitively stay there again and recommend this hotel to friends. Again thank you for making our trip to Durban an unforgettable experience.

The hotel is beautiful just really dirt. The cleaning staff really needs to up their game. As a person with sinuses, my nose was really irritated and I was sneezing all night.The first room I checked into had what looked like blood stains on the wall, from the top corner of the couch - the duty manager guised it as wine smh. I had to be allocated another room. The bin wasn’t taken out, again the cleaners really need to dedicate themselves to their job. There are no plugs in the room, I had to borrow from the lady that works there. The duty managers all extremely rude, don’t pay attention to you at all.
Trip type
Business
Rooms: 2
Service: 2
Location: 5

This place is absolutely stunning. It's quite classy. It is also reasonable on the pocket given what you are getting in return - a bargain actually. Do book here if you need accommodation around this side of life.
Trip type
Business
Rooms: 5
Service: 4
Location: 5
Rooms
Stunning Comfortable Clean Spacious
Nearby activities
Near one of the biggest malls in the country (Gateway).
Safety
It's well secured, and an access card is required to move around.
Food & drinks
The food is a bit costly, but the beverages are fairly priced.
Hotel highlights
Luxury, Great value

I always love staying at the Royal Palm Hotel when I travel to Durban for business. It's location in Umhlanga is perfect for travel to almost anywhere. It is safe in the area and exceptionally convenient with the Gateway mall just across the way. The main reason for me always booking here is that the rooms are so spacious with a separate lounge and balcony to the room. The bathroom is just as spacious and still offers the option of either a luxurious soak in the bath after a really long work day or a soothing shower. These are separate. The staff are really friendly as well.
Trip type
Business

Positives: The cleaning staff were friendly & courteous. The room was spacious enough, with great wifi reception and 24/7 power. Negatives: - took the restaurant 45 minutes to supply plate, cutlery, a glass and ice for 1 - meal ordered from restaurant at 19h00 was never delivered - self catering apartment without crockery, cutlery or dishwashing liquid & dishcloths - no extra blankets (even when requested) - slamming doors - light switches confusing
Trip type
Business
Travel group
Solo
Rooms: 3
Service: 3
Location: 3
Nearby activities
Shopping & restaurants

Unfortunately the only decent thing about this hotel was some of the staff, mostly the cleaning staff who are very polite and friendly. The food is horrendous. Dry chicken wings, overcooked burgers, terrible breakfast, and we had also booked the conference area for a shoot for a few days. No sound proofing so we ended up having to film somewhere else. Key cards to the rooms always stopped working. Maybe we just caught the hotel on a bad week but don't think I can recommend this place to anyone.
Trip type
Business
Rooms: 2
Service: 3
Location: 1

The rooms are the only thing which earns a 5 star rating. The organisation within staff was terrible! Our reservation was not made, breakfast was not ready at the time it should have been, our conference room was not cleaned and made ready for the next day, room cards worked intermitently, resturant service was so slow we thought that they went to write the menu and went to cast the cutlery before we received it. Worst hotel experiance I have had in 2 years sleeping over every second week during travels accross SA.
Rooms: 5
Service: 1
Location: 5

Accommodation was really nice, room was clean and spacious and worth the price. However, the breakfast was awful, very little variety, cold and disgusting and cost was R215.00 pp , an absolute rip off. Not worth the R430.00 that was paid. Management of no help at all, we asked to check out early and could not get a refund. Really disappointing, as the slow service and breakfast quality brings down what could potentially be a very good hotel.
Travel group
Couple
Rooms: 4
Service: 2
Location: 4

Very good experience, quick , helpful and polite at check in, the room was really good for the price paid , large and spacious with king-size bed, mini kitchenette with fridge, microwave and sink. Bathroom very luxy with bath and seperate shower, had balcony with table and chairs which we didn't us as view was of the building opposite, so one small disappointment. Free parking as well, very satisfied and will definitely try and book again , we got it on special offer so price was very good for what we got.

This hotel is FILTHY and DISGUSTING. It is infested with cockroaches, and the carpets have never been cleaned. The carpets are sticky and yucky. (please keep your shoes on). We were moved after complaining, from a two bedroom apartment on the 4th floor, infested with cockroaches, to a two bedroom apartment on the 2nd floor with cockroaches. We didn't even stay for the full booking. Stay away from this hotel. Worst holiday ever.
Trip type
Vacation
Rooms: 1
Service: 1
Location: 1

Terrible experience with this junk hotel. Manager by the name of James was incompetent and rude over the phone when we explained our problem. Many issues with this hotel from the time we checked in. Beds were hard. Lights went of for 4 hours and we got stuck in the lift for quote some time. Would never come back and up till no. No feedback or anything has been done to resolve this issue. I would give this hotel a minus rating of I could
Rooms: 1
Service: 1
Location: 1

Very nice hotel with spacious rooms in very good location. The rooms were even equipped with a balcony. The hotel offers parking in an underground garage for free. For dinner and breakfast the restaurant in the hotel offers a broad variety of tasty meals for reasonable money.
Trip type
Vacation
Travel group
Family
Rooms: 4
Service: 5
Location: 5
Safety
The area around the hotel feels very safe, almost european.
Hotel highlights
Great value

The hotel has spacious rooms, good location etc but management is not operating it at its full potential: 1. Reception people are very unfriendly. 2. Anyone can take the lifts to the hotel rooms, you don't even need a room card to enter the lifts. 3. Carpets are dirty. 4. I found dirty towels and bedding in my room. 5. Breakfast is way too expensive, it's R375 for two people and there's nothing special about it. It's easier to walk across the road and get a better breakfast for less.

Terrible stay at the Penthouse suite. The main lights in the lounge was not working. TV was not working on arrival. The loft shower had no water. The toilet in the other room smelt of urine. The room aircons were not working. All our issues were brought to the managers attention who did nothing to calm the situation. Housing keepings attitude stinks, they have no respect for the guest. Overall a terrible stay. Management in serious need of training on how to speak and treat guests.

Some key let downs are the following: 1.No crockery, you have to ask for crockery downstairs, 2. Two their parking card system will really make you late, as sometimes it works and sometimes doesn't. 3. Last crockery they brought was dirty, and they don't have steak knives, you can't be eating a good steak with bread buttering knife. 4. Ordered from the restaurant and the pork ribs were a bit dry and tasted old, I'd avoid them. Upsides: 1: The receptionist is really responsive

Royal Palm is a lovely hotel situated at gateway shopping mall. The rooms are great and clean with a little kitchen that has a fridge, sink and microwave. I would recommend this place to anyone including parents of little ones. Safe and secure.
Trip type
Business
Travel group
Friends
Rooms: 5
Service: 4
Location: 5
Walkability
Close proximity to restaurants and a part of the gateway mall
Hotel highlights
Luxury, Kid-friendly

Subsequent stays have been much better. Great room layout. The balcony is excellent. A great place to get in some entertaining. There's a desk for work. Free WiFi. Central to a ton of restaurants, shopping and entertainment. Staff are friendly. Service is great.
Trip type
Vacation
Travel group
Family
Rooms: 4
Service: 4
Location: 5
Rooms
Room layout is fantastic with a great sized balcony.
Hotel highlights
Great value

What a beautiful hotel with friendly and helpful staff and the rooms in the apartments are gorgeous and kept very clean. Breakfast is delicious with a wide variety of choices. There is even a private gym with a sauna. The hotel is just across the road from the amazing Gateway mall, where you can find anything you need or want.
Trip type
Vacation
Travel group
Family
Rooms: 5
Service: 5
Location: 5
Hotel highlights
Luxury

The bed is comfortable. The service is close to none. Our phone lines were not properly working. We had to constantly ask for housekeeping when we come back to the room. Front desk staff changes all the time. The level of cleanliness is mediocre. A lot of improvement from management side is urgently needed. Otherwise it has a potential of being a good hotel based on the location.
Travel group
Family
Rooms: 3
Service: 2
Location: 5

2nd stay here.. king suite. Besides the view it such a copy little suite with amazing stuff at the head of their operation. Mr Jerod Flaum the Gm is amazing and very hands on with every aspect from security..to the food.. to housekeeping and the well being of anyone entering his premises. Wifey and me will be back soon.
Trip type
Vacation
Travel group
Couple
Rooms: 4
Service: 4
Location: 5
Hotel highlights
Romantic

There is really nothing royal about this hotel, a downgrade is necessary. House keeping is horrible, had to ask for towels and for the bathroom to be cleaned. We called 3 times in 2,5 hours requesting one item which was never delivered. Cleaners need thorough training including training to respect customers irrespective of age/race. Rooms are big but not clean, and the décor is really dated. Nevertheless, breakfast area and staff are good.

Definitely the worst stay ever. Room (which was supposed to be non-smoking) reeked of cigarette smoke upon entry and throughout our stay; it was spacious but dusty and unclean. Most unprofessional staff, who shout at the top of their voices from 6am - good luck getting any sleep. Breakfast is subpar. So much potential but definitely not worth it.
Travel group
Family
Rooms: 1
Service: 1
Location: 4

Really cool, in a nice place if you're an out going person. Rooms are fairly well set up, comfortable bed reminded me that I need a new bed. Also cool little area to work, if you're away on business. Wifi sucks, even VIP network Breakfast wide variety of meals.
Trip type
Business
Travel group
Solo
Rooms: 4
Service: 4
Location: 4
Hotel highlights
Great value

Staff was super friendly just the only issue I always have is they clean long stays very late
Trip type
Business
Travel group
Friends
Rooms: 4
Service: 5
Location: 5
Nearby activities
Very convenient location
Safety
Very safe access
Food & drinks
All the food outlets are near
Hotel highlights
Luxury, Great value

Very underrated Hotel. The rooms on the top floor are very nice, value strong and fantastic space. Location is without doubt a major plus. Facilities, gym and breakfast are all enjoyable and the staff are helpful with smiles galore. Would recommend to business and leisure patrons. NB: safe underground parking a bonus as well as the direct access lifts- to your floor.

Clean quiet and excellent service and rooms. Free wifi and very secure place. Best rate.
Trip type
Business
Travel group
Friends
Rooms: 5
Service: 5
Location: 5
Rooms
Clean fresh linen no dust and everything you can think of you can get in the rooms
Hotel highlights
Luxury, Romantic, Quiet, Kid-friendly, Great value

Lovely room, which exceeded our expectations. Great location for all types of travellers. Hotel could improve on parking signage and direction signage in and out of the hotel that will help guests navigate the hotel better. Staff were efficient and friendly.
Trip type
Vacation
Travel group
Couple
Rooms: 4
Service: 5
Location: 5

A once very good hotel is now tired, dated and dirty!! Maintenance is non existent with numerous issues in all rooms used as well as public spaces. The list of maintenance and general cleanliness issues is too long to include. Breakfast was possibly the worst I have had in years.
Trip type
Business
Rooms: 2
Service: 2
Location: 4

This is by far one of the BEST hotels I have ever stayed at........I was so surprised at the sheer size of the room with an even bigger balcony. Definitely recommend it...... for the price theres alot of bang for your buck Totally loved it
Trip type
Vacation
Travel group
Couple
Rooms: 5
Service: 5
Location: 5

Cleanliness, courtesy from the staff. Well located if you want to go shopping. Well secured.
Trip type
Business
Service: 5
Location: 5
Safety
I felt safe when I was there, even when going to the mall which is across the road I felt safe, car parking is also very safe.
Hotel highlights
Luxury, Great value

Service is poor. We had to make 3 requests for towels and we eventually received it 2 hours later after escalating to the manager. The layout of the room / bathroom is not practical and there is no dresser. Never again at this hotel.
Trip type
Vacation
Travel group
Couple
Rooms: 1
Service: 1
Location: 4

Was surprised they issue vouchers but they don't take them or it's a tendency of undermining they came out with questions like l am the one working there and another thingl didn't get the voucher for free though its not about money ,why giveaway voucher then start performing
Rooms: 1
Service: 1
Location: 1

VERY POOR SERVICE… So called “management team” is VERY RUDE and USELESS! Go and even read the responses they give to their guests who complain… TOTALLY UNPROFESSIONAL! Very defensive in every response, no accountability! I’m never booking here again!!!
Travel group
Couple
Rooms: 2
Service: 1
Location: 1

Terrible service. The aircon in the room did not work. Our neighbors made a huge noise the whole night and nothing was done after we complained. They even had the audacity to ask us why we left so soon after spending the whole night in the heat and in the noise. Would never recommend and quite honestly I am so appalled

Royal Palm Hotel parking is exorbitant. Cost me an arm and leg. I understand the need to pay, but the fees were too steep!!!!! The receptionist wasn't really helpful, dismissed matter as if trivial. I don't understand why you make us pay such high prices for parking when we were using your venue. So disappointed

The staff are so friendly and Musa went out of his way to assist me. Toliswa as well at the front desk upgraded my room. I will definitely be going back there again. Amazing and beautiful and so clean
Trip type
Vacation
Travel group
Couple
Hotel highlights
Luxury, Great view, Romantic

Not as “royal” as they claim to be. My wife and I were told that we would receive our deposit back in 7 working days or 10 at latest. It’s been 15 days and counting. Every time we phone we get the same response, i.e “wait until Monday”. Pathetic and unprofessional if you ask me. 0/10 Would not recommend. More

Great location, rooms were clean but starting to show some cracks, Wifi was not the strongest in the room I was in, free parking, loved the gym (but please put water and towels in there), overall good stay
Trip type
Business
Travel group
Solo
Rooms: 4
Service: 4
Location: 4

Enjoyed my stay here. The hotel is across Gateway.Rooms are well equipped and if you need anything the staff are more than happy to assist. Its quiet and relaxing. Theres a beautiful restaurant next door to the reception and you can order from the comfort of your bedroom. Very clean and rooms serviced daily

Rooms are big and spacious. Very neat and clean. Had a very pleasant stay and experience. Gateway shopping centre is literally accross the road and easily accessible to a variety of shops and restaurants. Very convenient location. Entrance to the parking at the back so you do not get stuck in mall traffic

Suites are so spacious and budget friendly, I was shocked on arrival. The staff were very friendly. Location is great. Especially for food. I would 100% recommend this place and will definitely being staying here again.
Trip type
Vacation
Rooms: 5
Service: 5
Location: 5

The rooms in this hotel are huge. I got a free upgrade to a two bedroom, two bathroom suite. The furnishings are a little tired, hence only 4 stars. The decor was a bit dated with thick carpets and lots of dark wood. If you're into that kinda thing, then it would be a 5 star stay all the way.

Friendly staff. Excellent location close to lots of stores and restaurants near by.The room was very comfortable however it can be slightly more clean. Overall a very great experience.
Trip type
Vacation
Travel group
Couple
Rooms: 4
Service: 5
Location: 5

The service is excellent. The place is beautiful and the rooms are elegant and cozy. The standard suite has everything you need. The executive suite is amazing. Clean, tidy and a very nice size. The location is an added bonus. Directly across Gateway Shopping Theatre, just a crossing away.

Absolutely shocked. Blood stain on the linen. Towels teared and shredded. In three rooms but stayed only 2 nights. Sorry doesn't fix blood on linen and it was not hidden, it was on the folded part. In second room there was a piece of potato crisp on the ground, nicely cleaned room …

Outstanding hotel with the most amazing service. Food is exceptional. Staff efficient and friendly and the place is spotlessly clean. Well positioned for a business trip or vacation! I would not hesitate to recommend Royal Palm Hotel.
Rooms: 5
Service: 5
Location: 5

Shocking service, rooms are decent, location ok. Sadly I will never be returning to this establishment and their Bon Ami loyalty program did not live up to the hype. Maybe it comes down to the service. Again shocking and utterly poor
Rooms: 1
Service: 1
Location: 3

Nice hotel especially for a family with kids. No Swimming pool, milk and sugar in the rooms they put enough for 2 people only even though we were in a family room. Did not replace soap bar with the cleaning. I must say their Guest service was responsive when you request extra supplies

I had an opportunity to have a buffet lunch at the restaurant at the hotel. Meals well prepared and variety meals were catered. The waiters were pleasant and friendly. The restaurant was beautifully set up. A warm place to meet and greet our family for lunch.
Service: 5

Superb location, great rooms and the staff are awesome above and beyond. I needed a new pillow in the middle of the night and despite housekeeping being closed, the reception desk found a new pillow and delivered it to my room. Great experience. I will definitely stay again.

They say service retains or breaks customers. I have a bad experience checking in after being a loyal 2 year customer. Suffice to say, I will seek accommodation elsewhere in the future.
Trip type
Business
Travel group
Solo
Service: 1
Location: 5

I loves my stay here. Did not have much time to take many photographs. This is by far the best hotel in Umhlanga Ridge. Rooms are spacious, meals are great, the mall is across the road. The staff are amazing and very helpful. Breakfast serves the best cappachino in Durban.

I love staying at the Royal Palm. Perfectly located, 15 minutes from the airport and just minutes to the beach! The rooms are spacious, clean, and beautifully furnished. The staff is friendly and the parking ample. No complaints :) Also.. They leave sweets on your pillow!

The hotel is OK. I did not like the lack of two point charging plug slot next to the bed, it made charging the phone quite a struggle. The room cleaning service left a lot to be desired also. The location is great
Rooms: 3
Service: 3
Location: 5

Hotel in a shopping centre? Seems to be too much trying to be what it isn't. Rooms are decent. Hotel is comparatively below average. Lift is filthy. And they'll honour your request when you stand over the staff while they fix your room. 4 stars from SA tourism for?

Poor for what they advertise.. probably more a 3 star. Stay away from 502..very noisy. 505.room and bathroom is connected. Toilet stinking of urine and so is the room now. I would say take a chance somewhere else. The place looks not clean. Hilton is the best. More

Wow wow wow Beautiful hotel Friendly staff, loved the whole setting. There are security guards patrolling on the floor, to monitor noise levels and for the safety of the hotel. Enjoyed my stay at this establishment. Definitely a must when your in and around Durban

Overnight business stay. Clean n spacious rooms. Aircon helped alot survive the humidity despite load shedding. Staff needs to be a little more customer centric n enthusiastic. That was the only downside of my experience. Would reuse them as the hotel was great.

Decent clean and economical. Safety installations are however not working or not being used. Access in traffic is also a bit of a challenge. But the place a worth it especially for a longish stay… give them a chance. Fancy cars also in the parking underground

Spacious room, but could do with a bit of updating. Friendly, helpful service from all the staff. Would visit again.
Trip type
Vacation
Travel group
Couple
Rooms: 3
Service: 4
Location: 4
Hotel highlights
Great value

The hotel gave us a very comfortable and elegant stay.The staff still offers sn excellent service with a smile and I can stay again and again.
Travel group
Family
Rooms: 5
Service: 5
Location: 5
Hotel highlights
Great value

Had an amazing time at the Hotel. Staff was excellent, friendly, helpful and accommodating.
Rooms: 4
Service: 4
Location: 4
Food & drinks
The kitchen staff made sure that we were well catered for.
Hotel highlights
Luxury

My favorite! Right opposite Gateway Mall - very convenient. Superb rooms with lounge area, fridge, sink, cutleries, big balcony. Very spacious esp. If travelling with kids. Good ans friendly service. Small but cozy and family friendly restaurant.

Good look and feel on the inside. The hotel needs to improve the entrance area outside the hotel. Spacious unit. Close to resturants. About 2 mins drive to the beach.
Trip type
Business
Rooms: 3
Service: 3
Location: 3

First time booking here, WORST EXPERIENCE ever......arrived early hours of the morning and when I woke up in the morning past 10 AM, white lady in the reception practically chased me out saying there’s no late checkout (didn’t even shower)

They should won people about a r1000 they charge people for security maybe a day or 2 before your arrival. And restaurant price ummm a plate of rice and curry r145 a bottle of flying fish r55 .The attitude of staff is no pleasing

Spacious tranquil rooms. Loved the balcony. Staff professional, friendly and welcoming. Attention to detail. Best room service in a long time. Shower however getting mouldy but otherwise clean and fresh. Excellent value for money.

The place is beautiful and the staff is very friendly
Trip type
Business
Travel group
Solo
Rooms: 5
Service: 5
Location: 5
Rooms
Spacious neat and beautiful
Hotel highlights
Luxury

Stunning room that was very spacious, clean and great value for money. Amazing location across from Gateway making it convenient for shopping and restaurant visits. Highly recommend this hotel and I will definitely be back. More

Upon arrival I was upset and disappointed with the room condition, after changing two rooms, we then got upgraded to a stunning penthouse. A special thanks to Devashin, Elizabeth and Pranitha for making our stay a memorable one.

Phoning through to reception is a nightmare, I have to attempt numerous times until I'm answered. I've also asked for a quote to be emailed to me so I can organise payment and nothing has been received. You've lost my business.

My stay was good except for the Indian lady at reception (supervisor not sure) she was unfriendly, condescending and took the entire experience from great to very unpleasant
Rooms: 3
Service: 1
Location: 3

i had a best time of my life , staff was amazing and the service was excellent but my room needed a change with furniture i felt it was too old i was at 601 thanks
Rooms: 4
Service: 5
Location: 5

Definitely worth it ! Managed to get the king Suite at a really affordable rate. Staff was extremely friendly especially when helping with the luggage from the car to the room. Room was neat and very well maintained.

Great place to stay at. Been a regular guest for the past 9 months on a weekly basis and the hospitality at Royal, staff is unparalleled
Trip type
Business
Rooms: 5
Service: 5
Location: 5

Park tickets an issue. Machine didn't work. Rowdy constant noise from air-conditioning System. Very interrupted sleep. The size of the room and staff were great .
Rooms: 4
Service: 4
Location: 5

Great place to stay. Service in the bar could use some attention however, staff are friendly and accommodating. My room was wonderful. Everything I needed and more. I would definitely recommend this hotel to anyone.

What an amazing experience!! Staff friendly and helpful Room are clean and tidy Will surely return Highly recommend this hotel
Trip type
Business
Travel group
Friends
Hotel highlights
Luxury

What a fantastic place to stay. Very comfortable and has fantastic staff. We stay for 6 nights and would have preferred to stay more. The room was bright, fresh and great value for money. Highly recommended!

The service is pathetic! The manager can not read, messed up my booked. run down rooms and worse attitude from the manager.
Trip type
Vacation
Rooms: 1
Service: 1
Location: 2

Great hotel, awesome location, fabulous rooms. Will book again.
Trip type
Vacation
Travel group
Family
Rooms: 5
Service: 5
Location: 5
Hotel highlights
Luxury

Service has improved significantly since my last visit a year ago. Enjoyed my recent stay amid COVID regulations. Just one thing - please work on the cloggy showers! It's a long-time persistent issue.

The staff is very friendly, spacious rooms and a good location
Trip type
Vacation
Travel group
Family
Rooms: 5
Service: 5
Location: 4
Hotel highlights
Luxury

That's where I'm currently staying, it's a lovable place.
Trip type
Business
Travel group
Friends
Rooms: 5
Service: 5
Location: 5
Hotel highlights
Luxury

Love love love my room! It’s my second time here & the service is always great. The rooms are clean and spacious and it’s great value for money. You will not be disappointed.