The Mount Nelson is undoubtedly the best long stay Hotel in Cape Town but the levels of service in food, housekeeping and reservations are all sub standard in comparison with the 5 other Orient Express Hotels I have stayed in. On check in the room assigned to us was not as specified, it was of a lower grade despite written confirmation being provided - the late check out agreed on the first day had not been recorded and this caused some hiatus later. The account proffered at the end of our stay forgot to include the 10134 rand deposit which had been pre paid.
The room housekeeping was slap dash, the duvet was stained and dirty and was only changed when we pointed out the stains on it. The towels and soaps differed daily according to the maid servicing the room and the bathrobes were constantly missing.
The food at breakfast supervised by Robin with only 4 months experience was constantly cold and each day had to be taken back to the kitchen to be re heated. The tables were always missing an item of cutlery or crockery. The food from other outlets was at best average and often inedible on first presentation.
All of these things were "put right" when attention was brought to staff members, but it made the holiday hard work for 3 weeks. All in all the staff were mostly pleasant but they were inept and inexperienced. Core staff on all services needed to be more experienced to achieve international standards. The Management needs to address the problems as soon as possible as it seems to us staffing had been pared down to provide only a sub standard service.
There was little evidence of any middle management staff with experience in the Hotel generally, except for the Car Pool Desk where Joe was excellent and the Planet Bar where Benson did a good job. Jo-Anne on the Concierge Desk was also very helpful and efficient. Moreover the General Manager was also conspicuous by his absence as he did not make himself known to us during a 21 day stay. Perhaps he was hiding from the torrent of complaints we heard from other patrons concerning poor and declining service standards. We noticed that the Hotel has fallen to number 10 of 100 Hotels on Trip Advisor and we are not surprised.
All in all we are not saying we would not return as the Hotel had a pleasant colonial feel to it, the gardens and pool areas were lovely and the afternoon tea excellent, but if you are expecting the high end standards of service present in other Orient Express Hotels then you will be very disappointed.
- Official Description (provided by the hotel):
- Welcome to Belmond Mount Nelson Hotel, in Cape Town’s buzzing heart. We invite you to relax in our iconic pink buildings, airy rooms and dreamy gardens. Enjoy imaginative local cuisine, nourishing spa treatments and eye-catching artworks. Captivating visitors since 1899, Cape Town’s iconic resort hotel is a tranquil hideaway just moments from the city’s buzzing heart. Our 198 individually designed rooms and suites and a host of fabulous facilities appeal equally to romantic couples, families or adventurous groups. Stroll through our expansive gardens, take a tree tour or browse the outdoor sculpture exhibition. Discover the hotel’s history, art and culture on self-guided tours. Enjoy imaginative cuisine in our restaurants and soothing bliss at the spa. Just beyond our gates lies the pulsating city, with stunning beaches and historic hotspots moments away. Forever watching over the hotel is Table Mountain, another wondrous Cape Town landmark. ... more less
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- Also Known As:
- Mount Nelson Cape Town
- Hotel Mount Nelson
- Belmond Mount Nelson Hotel Cape Town, South Africa