Modern hotel at good location. Easy to get there by rental car as well. Immediate attendance by the bell man who took care of our bags and our car. Check-in was friendly but utmost complicated. I had 4 nights booked, though in individual bookings, since I had to remain flexible in terms of being able to cancel and leave (whilst a single booking for 4 nights would not allow to do that). So that is my business, yet I had to explain to the front desk lady in lengthy detail as to what I did that. This is none of her business nor is it a bit indiscreet, bordering arrogance, to be so persistent on such trivial matter. Anyhow, after talking her though it, she still did what she wanted and combined my bookings. Having said that we did leave the day after for one night only. Again, big discussion and big confusion on top of that. I was getting to the point of asking them to freely tell me that they prefer not to have me as a guest, being SPG platinum, rather than having to undergo another set of interrogation. Very annoying.
So then the room we got was nice, modern with a good view, but rather standard. Standard is what I expect when I book any hotel without being preferred guest in the highest tier. The did claim the hotel was full but then again, I spend more than enough nights at hotels to see when that is the case. An empty lobby at 6pm and a half-full breakfast restaurant at 8am are usually not signs of a full hotel. Nice try but try harder next time!
Executive lounge is nice and offers magnificent views and complimentary sparkling wine, wine and beer with tastefully home made appetizers. Service up there is good and personal. Very well done. Unfortunately, the lounge (on all evenings we were there, as we came back again), turns into a childrens playground after sometimes and gets very loud. I would expect staff at a lounge to, in such case, have a word with the parents as I do not think executive lounges are made for kids to run around. As much as I love kids, there is a children playground on the Mezzanine floor that is made for that so it is up to the staff to take action and the parents might want to think about living their role as parents also abroad in luxury hotels, if I may suggest.
We had dinner at the lounge one day - perfect! We also had breakfast up there one day - also nice but on that day staff was not very awake and we had to order everything three times and start putting empty dishes on the floor hoping they would start to get the point that they shall remove it. Mixed experience overall with the lounge.
Went to the Spa one evening - very nice! Beautiful view. Very clean. Loved it.
On our first morning of the second stay, we had breakfast downstairs. A disaster. The restaurant was half empty but the waitress wanted to place us at the smallest desk next to the cashier and kitchen entrance. We then said no and wanted another table. That did upset her and she also was not reluctant to show that to us. Does hotel staff have to endorse my table choice? I am hesitant but maybe at the Westin Cape Town they do. We then ordered our eggs. The most cumbersome process for probably the most trivial transaction in hospitality industry: you tell a waiter. He confirms and tells another waiter behind, inside the kitchen. That second waiter does nothing so the first waiter writes down our order on a piece of paper. They then promise to bring your order to the table. In not a busy restaurant, we did enquire 10 minutes later about our order. Nothing happened. So I went back to waiter number one. He then points you to waiter number two who has no better idea to show me the paper on which all the orders are ticked off (so in other words they are trying to tell me I am a bloody idiot and that I am trying to lie since I already had my food???). A few minutes later, I am pointing out to them that I full of these games and that my order was noted on the top of the page and not on the bottom as they had pointed out (again, do I care as a guest where you write it down???). So eventually the difficulties were sorted out and I was told I will get my order. Note that I had now already spent 20 minutes at breakfast without having breakfast. Pretty quickly, my object of desire, my eggs with tomato and mushroom came with cheese inside that I did not order. I sent it back and guess what, after roughly half an hour of arguing, lying, trying to avoid work, my order came and it was my order the way I did order it.
I didn't take 5 minutes and what had the next lovely encounter. The waitress who serves tea or coffee was not in the mood for work at all that morning. She was "swinging" through the restaurant as if she was on drugs. When then ordered coffee. Instead of stopping the dance performance, she nearly spilled coffee on my wife's trousers and threw down the christmas decoration that was on the table. Of course, all of that without any word of apology. Maybe another feature of this lovely place. Maybe I had to apologize for not inviting her to spill coffee over my cloths as well?
It was not over yet. With all the delays, we got to our croissants after nearly one hour. As my wife took the marmalade, she noticed that the seal had been broken and was asking the same dancing lady for another jar. That lady said that the seal is not broken. Now again, do I have to have an argument with staff about my order? I guess no, at least not to this date. My wife then repeated her wish until the lady did finally realize that a guest speakes to her and that it might be advisable to do what the guest asks for.
All the other observations are in line with what previous reviews had mentioned.
The problem with the prostitutes in the Mezzanine Bar appears to have been partially solved. We cannot speak for the late evening as we were only there for a drink at around 7pm. There was one lady only in the company of local VIPs so I doubt there is a true interest in the hotel's announcement to seriously take care of this problem.
The staff at the Mezzanine Bar though is very friendly and "uplifting" in this fool's building. We were always very well looked after in the bar. These guys there should be the role models for this place!
All in all the worst luxury hotel experience. Definitely not acceptable as an SPG platinum. I am not sure if Starwood shall fire management or 95% of the staff.
- Official Description (provided by the hotel):
- Set in one of the most popular destinations in the world, at the gateway to the historic V&A Waterfront, The Westin Grand Cape Town Arabella Quays is only minutes away from excellent shopping, vibrant city night life, historical monuments and museums, iconic Table Mountain, and the pristine beaches of Clifton and Camps Bay. The hotel offers unlimited complimentary shuttle transfers to the V&A Waterfront. ... more less
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- Also Known As:
- The Westin Cape Town Hotel Cape Town Central
- Westin Cape Town
- Cape Town Westin
- The Westin Cape Town South Africa