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“Pleasant stay but....”

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Southern Sun The Cullinan
Ranked #25 of 110 Hotels in Cape Town Central
Certificate of Excellence
Reviewed 23 December 2012

Our stay over all was a pleasant one but there were several incidents which highlight some basic failings in the service the Southern Sun group provide at The Cullinan. At check-in we were told we had booked a smoking room which we protested at due to the fact that we didn't smoke. Instead of just providing us with a non-smoking room which they eventually did we had to go on a long process of blaming each side for the mistake and then we were subjected to long waits and big huffs and puffs from the reception staff. Why couldn't they have just asked us to take a seat and assure us they would do their best to find a non-smoking room! I would have appreciated that far better after a 12 hour flight! Yaseen, one of he porters however was fantastic and provided us a complimentary soft drink while we were battling it out with the reception staff!
All the staff bar the reception staff were excellent. We unfortunately had to change rooms due to a leaking toilet and the gentleman who moved us was fantastic.
The pool area is well managed considering its small size and the catering it great! The breakfast buffet is superb and the bar staff make a mean Long Island Iced Tea.
However on departure we had to once again battle it out with reception. We were told on two occasions, once before arrival and once on arrival that parking would cost R20 a day! However when checking out we were presented with a bill stating a charge of R40 per day! Again we protested and the best excuse the receptionist could give that that info we were given originally was given by a trainee! I couldn't give a hoot as to who gave us that info. We were given that info by a representative of the hotel! They relented, eventually and we left with one impression! The hotel is great if you can avoid the reception desk's huffs and puffs!
The Southern Suns downgrading of services at the The Cullinan are unfortunately noticeable.

Stayed: December 2012, travelled as a couple
1  Thank tonyndave
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 25 December 2012

Dear Valued Guest,
Please accept my most sincere apology for the failure of our Front Desk staff to meet your expectations.
I am delighted that the remainder of your stay was hassle free and I do hope that you will afford us another opportunity to stay with us again in the near future.
Regards
Garry Reed

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1,286 - 1,292 of 1,738 reviews

Reviewed 21 December 2012

Booked in with great expectations! Excellent service, excellent buffet breakfast, beautiful building, but we ended up in a room with deficient aircon. Took 2 days of complaining before we were offered another room where the aircon was fine, but the drawers fell out every time we opened them. Not expected of such a hotel!

  • Stayed: December 2012, travelled as a couple
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2  Thank Eriaan O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 22 December 2012

Dear Valued Guest,
Please accept my most humble apologies for the issues you experienced whilst stay at our hotel. I can assure you that this is not the standards we subscribe to and that this was a once off incident.
I am delighted that you enjoyed the service received from the rest of the staff; I believe that this is the core of a hotel.
Please do not hesitate to ask for me personally on your next visit, I would be honoured to welcome you back and apologise in person.
Regards
Garry Reed | General Manager

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Reviewed 15 December 2012

Stayed here for 2 weeks for convention center work (across the street). It was a great hotel -- great breakfast, nice pool area, very friendly staff, convenient location to nightlife/ waterfront etc, and functional Internet.

I would definitely return to this property.

  • Stayed: December 2012, travelled on business
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Thank internationaltrav79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 20 December 2012

Dear Valued Guest,
Thank you for your kind comments and concise feedback! I am delighted that you enjoyed your stay with us and will be sure to pass your comments on to our team.
I do hope that we will have the opportunity to welcome you back in the near future.
Regards
Garry Reed | General Manager

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Reviewed 12 December 2012

This huge hotel was built to be classier than it is. The spa has closed and the level of service seems to have dropped from 5 to 4 star as the hotel now positions itself for groups and tours. The 'Business Center' on the mezzanine floor is an un-staffed internet area - I had to keep going back and forth between the Business Center and the reception on the ground floor with my inquiries re printing and business equipment.

Rooms are very comfortable and quiet. Staff are unfailingly helpful. Internet access is slow.

Good views of the city from high floors, though other than access to a huge shopping mall on the Waterfront, there is little of interest in the immediate area. Stay elsewhere if you are looking for a lively, downtown atmosphere.

Room Tip: Ask for a waterfront view room on a high floor.
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  • Stayed: December 2012, travelled on business
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1  Thank JeremyCondor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 19 December 2012

Dear Valued Guest,
Thank you for taking the time to provide us with your feedback. It is only through constant feedback and engagement that we strive to improve our delivery.
You will be glad to know that we are working on opening a brand new spa at the hotel and we are very close to appointing a WIFI supplier that will allow us to address the WIFI concerns.
I trust you will allow us the opportunity to welcome you back in the near future.
Regards
Garry Reed | General Manager

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Reviewed 4 December 2012

Just completed a four day break spent at The Cullinan in Capte Town. Excellent position its a short walk or shuttle into the Warefront if you want the activity of the bustling tourist attraction. Alternatively its a comforatble walk into the more traditional centre of the City where the real people are. Facilities are brilliant - outstanding foyer and a facade that could be off putting - but once you meet the staff they make you feel right at home, form the guy on the garage security through to the duty manager. They all seem to be on personality pills!!
Pool area is very attractive if only for a cocktail. Rooms are very comforatbale and well appointed. Room service is swift and the food is equally good either in room or in the restaurant.

Room Tip: There are no bad rooms.
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  • Stayed: December 2012, travelled as a couple
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1  Thank Frank S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 5 December 2012

Dear Valued Guest,
In a world where time is a precious commodity, I am humbled that you were able to find the time to provide us with such positive feedback.
I am delighted that you enjoyed your stay with us and experienced the warm hospitality we are famous for. I will be sure to share your comments and feedback with our team.
Please feel free to contact me on your next trip; I would like to welcome you personally.
Kind Regards
Garry Reed | General Manager

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Reviewed 2 December 2012 via mobile

Great rooms and lobby. Nice, free amenities. Beautiful lobby and pool. Well stocked buffet restaurant. I would definitely recommend it to anyone. Staff is always on hand. Absolutely clean, as are most luxury places in Siurh Africa.

  • Stayed: December 2012
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Thank Gary L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 6 December 2012

Dear Valued Guest,

Thank you ever so much for your kind comments and feedback, we appreciate you taking the time to let us know how you enjoyed your stay.
I do hope that we will have the opportunity to welcome you back in the near future.
Regards
Garry Reed | General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 December 2012

Exceptional 5 star service. The rooms are clean and the beds are oh so comfortable! The pool area is on the ground floor of the hotel and is great place to relax with an afternoon drink, breakfast is incredible and so is the dinner buffet. Room service meals are also nice. I would stay here again 100%.

  • Stayed: November 2012, travelled as a couple
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Thank Karina T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GarryReed, General Manager at Southern Sun The Cullinan, responded to this reviewResponded 4 December 2012

Dear Valued Guest,
We are so happy that you enjoyed your stay with us and experienced our warm hospitality. Our staff are renowned for delivering world class service and once again I can see you experienced just that.
I do hope that we will be able to welcome you back in the near future.
Best Regards
Garry Reed | General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Southern Sun The Cullinan

Address: 1 Cullinan Street | Waterfront, Cape Town Central 8001, South Africa
Phone Number:
Region: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#11 Family Hotel in Cape Town Central
#12 Spa Hotel in Cape Town Central
#21 Business Hotel in Cape Town Central
#25 Luxury Hotel in Cape Town Central
#28 Romantic Hotel in Cape Town Central
Price Range: £139 - £274 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Southern Sun The Cullinan 4*
Number of rooms: 394
Official Description (provided by the hotel):
Only The Cullinan Hotel offers views of all of the Mother City’s main attractions: Table Mountain, the harbour and ocean, the V&A Waterfront and the city skyline. Marble pillars and floors and lush furnishings, transport guests into a world of luxury complete with individualized four-star services. A pool and gym offer the perfect way to relax after a day of business meetings or sightseeing and the choice of bars and restaurants is sure to meet everyone’s tastes. ... more   less 
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Also Known As:
Southern Sun The Cullinan Hotel Cape Town Central
Southern Sun Cullinan
Cullinan Hotel Cape Town
Southern Sun The Cullinan Cape Town, South Africa

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