Bryanston is in the north of Johannesburg, and the City Lodge Hotel Group’s head office is there.
The ethics line listed below is an independently operated whistleblowing service, not a guest complaints line. A problem with a stay goes to the hotel and then to central reservations.
Ask for the confirmation number when you book. Group hotel systems are national, and a hotel can retrieve almost anything from that number and very little without it.
This page covers how to contact the City Lodge Hotel Group in South Africa. The details below were taken from the official City Lodge Hotel Group contact page rather than from any third-party directory.
ContactDetails.co.za is an independent directory. We are not the City Lodge Hotel Group and cannot act on your behalf. Everything on this page is a routing aid so you reach the right official channel quickly.
The City Lodge Hotel Group contact numbers
These routes were verified against the official City Lodge Hotel Group contact page on 23 August 2026. Contact numbers do change, so confirm on the official page before relying on one for anything urgent.
| What it is for | Contact |
|---|---|
| General information | +27 11 557 2600 |
| General information email | [email protected] |
| Central reservations | 0800 11 37 90 |
| Group bookings | +27 11 557 2600 |
| Group bookings email | [email protected] |
| Privacy queries email | [email protected] |
| Independently operated ethics and whistleblowing line | 0800 000 036 |
| Ethics reporting email | [email protected] |
The group's head office, The Lodge, is at the corner of Peter Place and Main Road, Bryanston, Johannesburg.
The ethics line above is an independently operated whistleblowing service, not a guest complaints line. It exists for reports of dishonesty or misconduct. A booking problem or a complaint about a stay goes to the hotel and then to central reservations, and sending it to the whistleblowing line simply delays it.
Self-service options before you call
- Check the official site at clhg.com, which carries the current contact details and any online enquiry form.
- Email to [email protected], which gives you a written record of what you asked and when.
- Calling outside peak times. Monday mornings and the hour after 17:00 are usually the worst for South African contact centres.
What to have ready before you call
- A clear one line summary of what you need resolved.
- Your account, order or reference number if you already have one.
- The identity document or account holder details, since most South African providers verify who you are before discussing an account.
- Dates, amounts and any error message exactly as it appeared.
- A pen and paper for the reference number. Ask for one every time, because without it a follow up call starts from nothing.
Booking a guest house or self-catering place
- Pay a deposit into a business account in the registered name, never a personal one. A request to pay a personal account is the single most reliable indicator that something is wrong.
- Verify banking details by telephone on a number you already had, not one that arrived in the same email as the invoice. Booking-deposit fraud works by imitating an establishment’s own email.
- Get the cancellation window in writing before paying. Peak-season terms differ sharply from off-season ones, and a deposit is where every accommodation dispute concentrates.
- Confirm what the rate includes. Breakfast, parking, tourism levies and cleaning fees are frequently quoted separately, and the advertised rate is rarely the total.
- Graded establishments carry a Tourism Grading Council star rating, awarded on assessment against published criteria. It is voluntary, so its absence is not a warning, but its presence can be checked.
Where a booking was made through a platform, the platform’s own dispute process is the first route and is usually the effective one, because it holds the money. A direct booking is a direct dispute.
Complaints and escalation
If a first call does not resolve the matter, escalate through the establishment’s own management first, in writing. Unresolved consumer complaints go to the Consumer Goods and Services Ombud on 0860 000 272. Graded accommodation carries a Tourism Grading Council star rating that can be checked, and the National Department of Tourism’s call centre on 012 444 6730 handles tourist guiding and sector enquiries.
Keep a short written log of each contact: the date, the channel you used, the name of the agent and the reference number. Most hospitality complaint processes ask for exactly that history, and having it ready is usually the difference between a fast resolution and starting over.
Avoiding fake City Lodge Hotel Group contact numbers
Contact details for well known South African brands are a common target for impersonation. Numbers that look official appear in search ads, social media replies and cloned websites, and the person answering is not the City Lodge Hotel Group.
- Reach City Lodge Hotel Group through the official site at clhg.com rather than through a number in a search advert or a social media reply.
- The City Lodge Hotel Group will never ask you for your full card number, PIN, CVV, online banking password or a one time PIN. Nobody legitimate needs those to help you.
- Treat any caller who creates urgency, asks you to install remote access software, or asks you to move money to a safe account as fraudulent, and end the call.
- If you are unsure whether a call was genuine, hang up and dial the official number yourself rather than calling back a number the caller gave you.
Related contact pages
Frequently asked questions
What is the City Lodge Hotel Group contact number?
The routes are listed in the table above, with what each one is for. The main route is +27 11 557 2600. Confirm it on clhg.com before relying on it, since numbers are changed from time to time.
How do I know a City Lodge Hotel Group number is genuine?
Check it against the official site at clhg.com. A number that only appears in a search advert, a social media reply or a third-party directory should not be trusted for anything involving your account, your money or your identity document.
What should I do if nobody resolves my query?
Ask for the complaint reference and the escalation path on your first call, then follow the escalation route described above. Keep the dates, agent names and reference numbers, because every formal complaint process will ask for them.
Can ContactDetails.co.za resolve this for me?
No. We are an independent directory, not the City Lodge Hotel Group, and we have no access to your account. Everything here is a routing aid so that you reach the correct official channel with the right information in hand.
Is there a cost to calling these numbers?
South African 0860 and 0861 numbers are charged at a share-call or standard rate depending on your provider, and 0800 numbers are toll free from a landline. Calls from a mobile are billed at your own operator’s rate, so check your plan if cost matters.
Contact routes on this page were checked against the official City Lodge Hotel Group source on 23 August 2026. If you find a detail that has changed, the official source is always the authority.