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“Very Disappointed” 3 of 5 bubbles
Review of One&Only Cape Town

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One&Only Cape Town
Ranked #13 of 106 Hotels in Cape Town Central
Certificate of Excellence
London, United Kingdom
Level Contributor
18 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Very Disappointed”
3 of 5 bubbles Reviewed 29 March 2014

I booked this hotel over 8 months in advance as an end to a 10 day Safari around South Africa. I only wanted the best, and clearly, this was not it. On the first night, we booked at Reuben's and we asked for fast service because we were all tired and my children needed to get to sleep. It took over an hour for the appetisers to come out, and then the main course came out over an hour later. By that time, one child had fallen asleep. My husband and one daughter extended their stay. They were moved from one room to another every night of their extended stay. The pool was crowded. The technician at the spa kept talking about her boyfriend and all her woes. Definitely not relaxing. The icing on the cake came when one of the maintenance crews stalked my eldest daughter and tried to friend her on Facebook. Really...

  • Stayed January 2014, travelled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank Expat_traveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, General Manager at One&Only Cape Town, responded to this review, 19 April 2014
Thank you for taking the time to provide us with your valuable feedback.

We would like to begin by offering you and your family our most sincere apology for the poor experience you received while staying at our resort. To have this time marred by poor attention to detail and below standard service is by no means acceptable.

We were deeply concerned by the incident relating to your daughter and thus the matter was dealt with immediately and severely.

We have clearly fallen short in several areas in terms of service delivery during your stay. Our service to our valued customers is always an area that we will have full control over and we have seen to it that the necessary action has been taken to improve on this.

Whilst we do understand that our apology does not compensate for the poor experience, we would however like to assure you that your comments are of the utmost importance to us and as per correspondence with myself I trust that we have dealt with these matters to your satisfaction.

If I could be of any further assistance in this regard, please feel free to contact me directly.

Kind regards

Robin Thomas
Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,475 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (416)
Date | Rating
  • Arabic first
  • Danish first
  • Dutch first
  • English first
  • French first
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English first
Salisbury, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 26 March 2014

Recently stayed at the One & Only in Cape Town. Wow! What a hotel. Perfect location on the waterfront, lots to see and do, during the day and evening.
Hotel spa was great - ask for Jason, wonderful at massages & facials, wanted to bring him back with me. And, the prices are great, 730 zar (£43) for a 50 min facial and use of the Spa.try the cocktails at the bar, not the quickest of service but definitely worth the wait.
Great breakfasts, lots to choose from, from the menu and the self service Buffet.
Rooms are stunning, ours '414' had a great view of Table Mountain and it's ever changing cloud formations. Rooms have everything you need, fresh fruit everyday, fresh linen everyday (wasteful I know, couldn't help myself)
Room service was probably the best ever, in many years of travelling, food hot, great quality & delivered with a smile.
Service was second to none, the pool staff, waitresses, cleaners, everyone we met nothing was too much trouble.
Best of all is the people of Cape Town, wonderful sense of humour, happy to chat, pass the time of day, nothing is too much trouble. Can't wait to return!

Room Tip: Room 414 - fantastic view of table mountain
See more room tips
  • Stayed March 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank HelenP64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 19 April 2014
With our impeccable views of Table Mountain, award winning dining and spa facilities, KidsOnly Club and secluded private islands, One&Only Cape Town is the perfect family or couples getaway. You will leave us with a renewed sense of life and energy as our team of dedicated professionals is eager to assist you in creating amazing experiences and everlasting memories. Thank you for writing about your One&Only moments on TripAdvisor and mentioning our colleagues who have made a lasting impact on your stay.

Regards,

Madeleen van Lill
Training and Quality Assurance Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Barnsley, United Kingdom
Level Contributor
33 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
5 of 5 bubbles Reviewed 23 March 2014

My schedule was pretty busy, which dint allow much time to use all the hotel facilities, however the hotel is just amazing. Def recommend to anyone wanting to be well looked after by all staff.
Food, service, location all amazing.

Room Tip: Just amazing for that extra special trip.
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  • Stayed March 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Lesley24seven
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 8 April 2014
Our world class facilities cater to the needs of families, couples and business travellers alike. We are delighted that our team created true One&Only moments for you and we look forward to blowing you away on many more visits.

Best regards,

Madeleen van Lill
Training and Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Seattle, Washington, United States
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 20 March 2014

We were in our final leg of our trip to Rwanda, Zimbabwe, Game Lodge in SA and Cape Town. We couldn't have stayed at a more beautiful, relaxing and well appointed hotel. The staff is exceptional, wonderfully trained and so helpful. It is close to everything on the harbor and within walking distance of many of the tourist sites.

  • Stayed March 2014, travelled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Betsy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 8 April 2014
Thank you for sharing your One&Only moments on this positive review. We appreciate that you acknowledged the colleagues who went out of their way to create memories for you that will last a lifetime. Our core value of continuously striving for perfection is a value that our team really takes to heart and it shows that we are getting it right through your wonderful feedback.

Warm regards,

Madeleen van Lill
Training and Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ludhiana, India
Level Contributor
32 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 19 March 2014

We were in South Africa for our Honeymoon and spent some of our time at this Hotel. Everything in hotel was just outstanding. We had booked the cottage room in the Hotel.

The rooms truly were one of the best, big washroom, nice balcony opening up to the water stream with wonderful view of the Hotel, the waterfront area and the Table mountain. Everything felt brand new in the room. The music choice in the room was also great. Above all, it was the staff which made all the difference.

Would highly recommend some time at the spa.

The location of this hotel was also good.

Room Tip: The cottages at the back are really worth it.
See more room tips
  • Stayed November 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank FrankieWalli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 8 April 2014
Our world class facilities cater to the needs of families, couples and business travellers alike. We are delighted that our team created true One&Only moments for you during your very special visit and we look forward to blowing you on many more visits.

Best regards,

Madeleen van Lill
Training and Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed 18 March 2014

Being familiar with the One&Only brand, I have to admit this one is not my favorite one for it isn't as boutiquy and charming with a feeling of uniqueness as other ones I have experienced. However, once you stop comparing it to other hotels of the same brand and just look at it, the hotel is just fantastic ranging from its service to the view it has on Table Mountain without mentioning the size of the rooms and the quality of the food (which isn't always great in Cape Town).
Don't hesitate one second if you landed in Cape Town, this hotel remains a reference.

  • Stayed November 2013, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Roger S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 8 April 2014
Our world class facilities cater to the needs of families, couples and business travellers alike. We are delighted that our team created true One&Only moments for you and we look forward to blowing you on many more visits. Thank you for taking the time to write your honest feedback.

Best regards,

Madeleen van Lill
Training and Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Manchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 15 March 2014 via mobile

Attention to detail is what makes this hotel stand out , I stayed on the island ,whilst friends and myself enjoyed all Cape Town offers my wife and her friend enjoyed soaking up the sun by the pool overlooked by table mountain and was looked after by one of the best waiters I have had the pleasure to meet ,He attended to their every need , this humble and fun gentleman was called Lebo and would like to thank him for all the service.

Stayed March 2014
Helpful?
Thank Craig B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MvanLill, Training and Quality Assurance Manager at One&Only Cape Town, responded to this review, 8 April 2014
Thank you for sharing your One&Only moments on this positive review. We appreciate that you acknowledged the colleagues who went out of their way to create memories for you that will last a lifetime. Our core value of continuously striving for perfection is a value that our team really takes to heart and it shows that we are getting it right through your wonderful feedback.

Warm regards,

Madeleen van Lill
Training and Quality Assurance Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about One&Only Cape Town

Property: One&Only Cape Town
Address: Dock Road, Victoria & Alfred Waterfront | PO Box 51289, Cape Town Central 8001, South Africa
Phone Number:
Region: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Spa Hotel in Cape Town Central
#5 Business Hotel in Cape Town Central
#7 Family Hotel in Cape Town Central
#13 Luxury Hotel in Cape Town Central
#18 Romantic Hotel in Cape Town Central
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — One&Only Cape Town 5*
Number of rooms: 131
Official Description (provided by the hotel):
One&Only Cape Town, one of the finest resorts in South Africa. This urban chic resort brings an unprecedented level of luxury to Cape Town, one of the world's most fascinating cities.With captivating views of Table Mountain from its enviable location in the Victoria & Alfred Waterfront, the resort is a destination unto itself. Discerning travellers are invited to discover the celebrated cuisines of Nobuyuki “Nobu” Matsuhisa and Reuben Riffel, socialise in the high-energy vibe of Vista Bar & Lounge and sample rare and undiscovered vintages at the stunning Wine Loft. The sublime calm of the city's most expansive and sophisticated spa offers an indulgent escape, while NEO Boutique debuts an enviable collection of designer fashions, some available for the first time in South Africa.As the first luxury hotel to open in Cape Town in nearly a decade, the resort is designed to celebrate the city's wine, art, design and spirit, balancing contemporary glamour with an authentic South African style. ... more   less 
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Also Known As:
One And Only Cape Town
One&Only Cape Town Hotel Cape Town Central
One&Only Cape Town South Africa

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