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“Excellent Stay”

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Belmond Mount Nelson Hotel
Ranked #10 of 106 Hotels in Cape Town Central
Certificate of Excellence
Liverpool
Level Contributor
49 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Excellent Stay”
5 of 5 bubbles Reviewed 10 April 2013

We booked here for the last night of our holiday and checked in early,our room was ready soon afterwards.Although we booked a classic room we were upgraded to a deluxe room which was well equiped and we had none of the problems referred to by a previous reviewer.

We found all the front of house staff including car pool,porters,concierges and reception staff excellent.We asked for a late checkout and whilst we couldnt stay in our existing room we were given a small room with day bed,bathroom,shower etc at no extra charge.

The breakfast was good although the waiter did seem a touch inexperienced.We also ate in the conservatory before we left for an overnight flight which was also good

.If we had a gripe it was that during the day it was raining and there was absolutely nowhere to sit inside the hotel from lunchtime till early evening as every available space,even including the bar, was full with people having afternoon tea.We fel there should be some space set aside for guests who aren't taking Afternoon Tea.We accept that in good weather we would have been outside by the pool but even in Cape Town the weather isn't always perfect..

Overall we really enjoyed the experience and would return

  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Badger49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,490 reviews from our community

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Rating summary
  • Sleep Quality
    5 of 5 bubbles
  • Location
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Moraga, CA
Level Contributor
109 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
5 of 5 bubbles Reviewed 10 April 2013

This is an absolutely beautiful hotel, from the small, welcoming lobby, to the gracious lounge, beautiful gardens, and attentive staff. We were in an extremely large, beautifully decorated room, with an equally large, well-appointed bath. The swimming pools, one large and more public, the other smaller and quieter, were lovely. The breakfast, served either on the terrace or inside, was superb. The fresh fruit, unbelievable. The location, below Table Mountain, is perfect for walking into town through the Company Gardens. Also close to good restaurants. It is a look back into a quieter, more elegant time.

Room Tip: I think that the rooms in the adjacent building, rather than the main building, are a little quieter...
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  • Stayed January 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank moragajoanne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 9 April 2013

Nice rooms, attentive, smiling and efficient staff, good breakfast, very nice bar and terrace, nice pool. The only downside is the main restaurant: rather pretentious and usually empty. Good price- quality ratio.

  • Stayed April 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gionath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cape Town Central, South Africa
Level Contributor
27 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed 9 April 2013

Always a pleasure being here.
From the entrance where you a welcomed by the most courteous consierge, to the efficient reception/front of house staff, sets the tone for a most pleasant experience.
Their Planet Restaurant with its great service and superb cuisine keeps me going back time after time.
A truely great restaurant to spend your birthday with good friends.

  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Pamela C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
50 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 5 April 2013 via mobile

This is my fourth visit and it feels like coming home.
Everything is calm and relaxed.
The staff are professional without losing the ability to be friendly.
The hotel belongs to a bygone age yet it is very forward thinking.
Timeless - and I love it!

Stayed April 2013, travelled as a couple
Helpful?
Thank PelePurves
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leicestershire
Level Contributor
31 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
3 of 5 bubbles Reviewed 4 April 2013

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.

Stayed March 2013, travelled as a couple
Helpful?
Thank R101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier L, General Manager at Belmond Mount Nelson Hotel, responded to this review, 1 May 2013
Thank you for your continuous support of the Mount Nelson Hotel and other Orient Express properties.
All your points are well noted and I am sorry that I did not have a chance to meet you or speak to you during your visit. I will contact you directly, and hopefully, if you do return, I will make sure that I spend some time with you.
Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
38 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
3 of 5 bubbles Reviewed 4 April 2013

Stayed here for 5 nights in February. Having heard so much about the hotel there were a few things that let it down (although there were also lots of wonderful things).
The food was nice, especially the planet restaurant which was fantastic but the overall service in the bar was pretty poor. On a few occasions we waited 5 mins for a menu, another 10 to order and then one time we waited 20 minutes for the drinks to arrive (gin and tonic, not very complex to make!). There were no where near enough staff which was the main problem.
Afternoon tea was not as good as the reviews I had heard, the selection was smaller than expected and there was a large party of school children there the day we went which led to a constant scrum around the food table. Service again wasn't great.
The rooms were attractively decorated but my parents had a problem with the drains in their bathroom and it took 3 days and 4 complaints before anyone actually took any notice.
The gardens and the pools are beautiful and were the highlight of the stay, it was a very relaxing place to sit and read or just watch the world go by.
Fantastic location. Breakfast was fine but nothing special - except the croque madame which was delicious but took ages to come out.

  • Stayed February 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Katie L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier L, General Manager at Belmond Mount Nelson Hotel, responded to this review, 12 November 2013
Please accept our sincere apologies regarding the services issues that you encountered during your visit to the Mount Nelson Hotel. 20 minutes for a simple gin and tonic is far too long...no doubt. Efficiency is key. Apparently it was not the case during your stay. We will continue to work to improve this. Thank you for staying with us.
Kind regards,
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 Belmond Mount Nelson Hotel

Property: Belmond Mount Nelson Hotel
Address: 76 Orange Street | Gardens, Cape Town Central 8001, South Africa
Phone Number:
Region: South Africa > Western Cape > Cape Town > Cape Town Central > City Bowl
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Cape Town Central
#3 Family Hotel in Cape Town Central
#3 Spa Hotel in Cape Town Central
#9 Romantic Hotel in Cape Town Central
#10 Luxury Hotel in Cape Town Central
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Belmond Mount Nelson Hotel 5*
Number of rooms: 198
Official Description (provided by the hotel):
Belmond Mount Nelson Hotel is a timeless and authentic resort hotel located in the heart of Cape Town. With a unique legacy of service excellence based on authentic Cape hospitality, the hotel remains a destination of choice. The hotel's convenient location makes it easy for guests to explore the city centre and its surrounds, and some of South Africa's best beaches. The garden estate setting is an urban sanctuary, complete with two heated swimming pools, rolling lawns, a palm lined avenue and secluded Rose gardens which lend themselves to romance. The abundance of secure wide open space makes families feel at home and encourages children to run free and explore. Several distinctive accommodation wings offer a variety of 198 individually decorated, elegantly appointed rooms and suites. No two rooms are exactly the same, and each annexe offers unique views, mood and style. Belmond Mount Nelson Hotel has played host to countless weddings and milestone celebrations. The glamorous and contemporary Planet Bar and Restaurant offers guests a true South African gastronomic dinner experience, and the newly refurbished Oasis Bistro offers guests a Mediterranean inspired al fresco breakfast and lunch menu overlooking the family pool and gardens. A daily Afternoon Tea served in the hotel lounge is a signature and not to be missed experience. Extending the emphasis on pleasure is Librisa Spa - a destination day spa boasting eight oversized treatment and shower rooms, separate manicure and pedicure rooms, and a sun-splashed conservatory. Treatments are based on the healing power of touch and incorporate products containing local ingredients. ... more   less 
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Also Known As:
Mount Nelson Cape Town
Hotel Mount Nelson
Belmond Mount Nelson Hotel Cape Town, South Africa

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