I am currently staying at The Catalyst Apartment Hotel in Sandton, and unfortunately my experience has been disappointing.
One of the most noticeable issues is the lack of warmth and professionalism from the front desk staff. There is little to no welcoming attitude — no smiles, no sense of enthusiasm, and no urgency when assisting guests. It often feels as though guests are inconveniencing the staff rather than being valued customers.
For example, yesterday I asked if I could extend my stay by one additional night. The receptionist immediately responded that the hotel was fully booked. I had to clarify that I am already a current guest wanting to extend my booking. Only later in the conversation did she ask follow-up questions and then confirm that I could in fact extend. In a professional hospitality setting, clarifying questions should come before stating that no availability exists. The communication felt poorly handled and lacking in basic customer service training.
Having stayed at different hotels around the world, I’ve experienced a much stronger culture of attentiveness, efficiency, and genuine hospitality. Guests are treated with urgency and enthusiasm. Unfortunately, that standard is not reflected here.
Considering the service level, I do not feel this hotel offers the best value for money. I hope management invests more in customer service training, as the overall experience could be significantly improved with better staff engagement and professionalism.
