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“Beyond expectation”

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Southern Sun Waterfront Cape Town
Ranked #32 of 110 Hotels in Cape Town Central
Certificate of Excellence
Reviewed 28 February 2013

Arriving at the Southern Sun I anticipated a standard 4 star city hotel where the sheer mass of guests would inhibit anything approaching personal attention. I was very wrong. Upon entering we were greeted with a fresh fruit drink which was customary every time we returned to the hotel. We stayed but 3 days but staff took the trouble to ask after our well being and came to recognise us. None was anything but welcoming and ready to go that extra mile. Concierge and front lobby staff very friendly. The lifts to the guest rooms were well attended - to the point that no one could gain access to them until they were able to prove guest status.

We experienced 2 different rooms. The standard has a double bed and for a City hotel the size is acceptable. It was well maintained, clean and had been refurbished recently. The second room was a large 2 bedded room which for a family would be perfect.

The linens on the beds are of a very high quality and changed daily. I cannot fault housekeeping.

The breakfast is buffet style, very busy but we never had to wait for a table. It offers a wide international choice. Look ouf for the wonderful Regina who I praise as "queen of omelettes!"

Lunch is avaiable in the bar or on the pool terrace. And dinner is presided over by the "hands on" manager Yunus. We were made to feel as if we were his personal guests. Dinner is a buffet but also there is an a la carte which we took and the food was quite exceptional. The evening dining experience comes highly recommended.

I have rated the hotel 4 based only on size of standard room and location - not quite on Waterfront (though within walking distance). On security and service it's a 5 all the way.

Room Tip: Twin rooms are larger
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  • Stayed: February 2013, travelled with family
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Thank dmhLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 2 March 2013

Dear Valued Guest,

Thank you so much for the detailed report on your experiences following your recent stay with us

All of your comments will be passed onto the relevant staff and I am sure that they will be truly , motivated by your feedback.

We place a high priority on striving for service excellence and our staff undergo continuous training to assist this process.

I am happy to advise that we will shortly be starting with an extensive room refurbishment programme , which will greatly improve our facilities, which will include, amongst other improvements, a fridge in all rooms

Once again, many thanks for your comments and we hope to welcome you back to the Southern Sun Waterfront in the not too distant future

Warm regards


JEFF ROSENBERG
GENERAL MANAGER

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1,512 - 1,518 of 2,078 reviews

Reviewed 25 February 2013

We stayed on this hotel with a group and most people were disappointed with the room, in some of them, including mine, it was not clean and we found some hair on the bathtub. We also missed the fridge that none of the rooms had. Beside that, it is very well located near the Waterfront, that you can go by walking or with a van of the hotel free of charge.

Room Tip: There are rooms with view to the Waterfront and to the Table Mountain choose the one you like the mo...
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  • Stayed: February 2013, travelled with family
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Thank CP800
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 26 February 2013

Dear Valued Guest,

Many thanks for your feedback following your recent stay with us.

We deeply regret that you experienced several service deficiencies during your stay. Please rest assured that we have already passed these on to the respective Heads of Department for their immediate attention.

We are happy to advise that we will be undergoing the refurbishment of all of our rooms starting in May and will be intoroducing mini bar fridges in all of our rooms

Once again apologies for the inconvenience and we trust that we will be able to welcome you back to the Southern Sun Waterfront in the not too distant future

Warm regards


JEFF ROSENBERG
GENERAL MANAGER

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Reviewed 25 February 2013

I stayed here for a thankfully brief night and would not do so again. There is simply nothing besides the location that was appealing about this hotel.

Room:
My poorly-lit room was small and overlooked a giant air conditioning unit. Plenty of street noise filtered in, and the bed was hard. The decor was old and unappealing. Worse, the bathroom was tiny, with broken tiles and mold.

Service:
People were nice but horribly inefficient. Check-in took 15 minutes, and it's not clear why. Also, they write internet vouchers by hand, which is odd, to say the least, and time consuming.

Location:
The one redeemable quality about this hotel was the location. It's not actually in the V+A Waterfront, but it's still centrally located in Cape Town's business district.

Food:
I didn't try the food, assuming it would be as unappealing as the rest of the hotel.

Stay elsewhere. You can find either higher quality at the same price or the same quality at a much lower price.

  • Stayed: November 2012, travelled on business
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1  Thank Kelli H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 26 February 2013

Dear Valued Guest,

Thank you for taking the time and trouble to provide us with your feedback following your recent stay with us.

We deeply regret that you experienced several service deficiencies and apologise for the inconvenience that they must have caused.

We certainly pride ourselves in providing the highest level of service and our staff undergo extensive training in this regard. The respective Heads of Department have been advised accordingly and corrective action taken so as to rectify the issues that you raised ,

Once again please accept our apologies for the inconvenience caused

Warm regards

JEFF ROSENBERG
GENERAL MANAGER

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Reviewed 20 February 2013

Our family of 3 stayed at the hotel for 10 days in December 2012. Although our initial reaction was that the room was too small, we spent very little time at the hotel during the day. The breakfast buffet is amazing and nothing is too much for the kitchen staff! We requested gluten-free bread etc and was spoiled with a lovely selection daily! Also loved the shuttle service to and from the Waterfront every 30 minutes! Will definitely return!

Room Tip: Choose room higher up, awesome view of mountain!
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  • Stayed: December 2012, travelled with family
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Thank Ronel P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 26 February 2013

Dear Valued Guest,

Thank you so much for taking the time and trouble to advise us of your experience during your recent stay at the Southern Sun Waterfront

We are really pleased that you enjoyed our services and that you enjoyed our breakfast buffet each morning.

We will make sure that we pass on your kind comments to all staff , as they will be truly motiovated by your comments

Once agin many thank s and we hope to welcome you back to our Hotel in the not too distant future

Warm regards

JEFF ROSENBERG
GENERAL MANAGER

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Reviewed 19 February 2013

My husband and I traveled with six other friends for the New Year´s eve in South Africa. We spent four nights at the Southern Sun Waterfront in Cape Town, at the room 1050. As tourists, we spent every day outside the hotel to know the city and tours, always leaving our suitcases locked with padlocks with our valuables things and money inside. When we returned at the night of January, 1st, we noticed that the room cleaning had not been done properly. There were no clean towels, the room cleaning had not replaced bottles of mineral water and our garbage had not been collected. In fact, only the bed was made, nothing else.

After taking a shower, my husband wanted to get his night clothes out of his suitcase and noticed that his suitcase had been tampered with. We know for sure that he had closed and locked the main compartment of his suitcase using a key operated padlock. However, he found the main compartment unzipped and the padlock was placed on the wrong zipper at the smaller compartment, which is never locked!! Someone had opened his suitcase during the day, had taken the locker out of the main zipper and had put it at the wrong zipper!! Luckily, he did not have any particularly valuable items in his suitcase.

As soon as he noticed that his suitcase had been opened, he immediately asked me to check my bag (where we always lock our valuable items - notebook and iPad - and money). Unfortunately, when I put my code at the locker and opened my suitcase, I realized that someone had stolen all our money (US$ 3,000.00)!!!!

Immediately we called the hotel manager and reported the incident.

On the following morning, we were interrogated by the Security Manager of the hotel - Mr. Deon Samuels - who said that a private investigation would be initiated. He told us that he would identify every person who had entered our room that day (the room door has a device that records all the card-keys that were used on that day) and would submit them to a polygraph test.

We left for another tour's day in Cape Town and when we returned during the evening, Mr. Deon told us that three authorized persons had entered our room on the day of the theft: (i) the "room maid", (ii) her "direct supervisor" and (iii) the "Superior Cleaning Manager of the hotel". The job of the "maid", of course, would be to clean the room. The job of the "direct supervisor of the maid" would be to oversee the work of the maid. And, at last, the job of the "Superior Cleaning Manager" would be to oversee the both the work of the "maid" and the work of her "direct supervisor".

We then asked the Hotel Security Manager, Mr. Deon, three very simple and direct questions:

"1) Mr. Deon, every single night we had arrived at the hotel from our daily tours before the incident, the towels had been changed; every single night we arrived before the incident, the garbage had been collected; every single night we arrived at the hotel before the incident, the two bottles of water had been replaced! How come that precisely on the very day of the theft all of that went wrong?! What should be the odds, the probability of at the maid forgetting to (i) change towels, to (ii) pick up the garbage, and to replace the bottles of water, all at the same time?! The maid had never "forgot" to replace the towels, to collect the garbage and to replace the bottles of water! What should be the probability of the maid "accidentally forgetting" to do all of those tasks at the same time?! I bet almost 0%. Worse than that, Mr. Deon, what should be the probability of this happening exactly on the very day that we reported a theft?! Less than 0%?!

2) Mr. Deon, you have told us yourself that this hotel has more than 450 rooms! That´s a lot of rooms! When I asked you about the matter, you admitted yourself that it is impossible for a "Superior Cleaning Manager", manager of the whole hotel, to inspect every day every single room. Of course, his work is based on overseeing just a few rooms taken as "samples" or "examples", to see if the maids and their direct supervisors are doing a good job. So Mr. Deon, if this "Superior Cleaning Manager" only sees a few rooms in one day, what should be now the probability of this "Superior Cleaning Manager" choosing by "random" as a "sample" our room exactly on the very day that we were robbed?!?! Once again, less than 0%?!?!

3) Mr. Deon, the job of the "Superior Cleaning Manager" is not to clean the room. We are talking about someone that oversees the work of the "maid´s direct superior". By the way, the "maid´s direct superior" doesn´t clean the room himself either! So, the "Superior Cleaning Manager" just oversees a few number of rooms that have already been cleaned by the maid, and that cleaning has already been supervised by the maid´s direct superior! How come, many mistakes in the cleaning process were made at the same time by the maid (not replacing the bottles of water, not replacing the towels, not picking up the garbage), all of those mistakes made at the same time were not detected by the "maid´s direct supervisor, and at last all of those mistakes were not seen once again by the "Superior Cleaning Manager"?!?! What should be the probability of this happening? Once again, less than 0%?!?!"

Mr. Deon himself, when we asked him those questions, acknowledged that those facts (that "coincidently" 3 persons had entered our room on the very day of the theft supposedly to clean it, that "coincidently" many mistakes had been made on the very day of the theft, and that "coincidently" all those 3 persons who entered the room just to make sure the cleaning had been done properly did not see anything) were "shocking"!!!!

This is what most probably happened: probably the "room maid", the "direct supervisor of the maid" and even the "Superior Cleaning Manager of the whole hotel" (!!) are a gang!! Someone got into our room and robbed our US$ 3,000.00!! That person was in a rush to get out of the room without been seen or was just disoriented by the excitement of finding U$ 3.000,00. That person got out of the room so fast that didn´t change towels, didn´t replace the bottles of water, didn´t even pick up the garbage! And, worse than that, probably that person split the money with the "direct superior" and with the "Superior Cleaning Manager of the whole hotel"!!! That´s why the two supervisors didn´t worry about the many mistakes in the cleaning of our room!! A real gang!

We went to another city with our friends with the promise that our case would be investigated carefully, because it was very serious. Mr. Deon promised to get in touch the next day. But he didn´t make a small effort to call us at our cell phones. He just sent us an e-mail.

We had to call Mr. Deon during our safari time at Kruger Park and he told us that the staff had been subjected to a polygraph test and that they had "satisfactory results".

On 6 January, when we were at Johannesburg's Airport to return to Brazil, we received by e-mail (once again, not even a small effort to call us) a formal and ironic letter from Mr. Jeff Rosenberg (General Manager of the hotel) saying that concerning the polygraph test results the hotel would not assume any responsibility related to the brigandage. The hotel only "apologizes for the inconvenience" and could not reimburse us our money! Worse: he said the hotel offers to its clients electronic safe. So, if we preferred not use the electronic safe this was only our problem!

We asked ourselves: Does this mean that the door is not a security item? Authorized people entered by the door (with a key given by the hotel!!), broke my code locker and opened our suitcases to steal our money and it is my problem?!?! The staff robbed our US$ 3,000.00 and the hotel cannot do anything? Mr. Jeff Rosenberg was at the hotel during our whole stay and never talked personally to us. He was not worried about the case related with the brigandage of US$ 3,000.00!!!

Be careful!! Never be guests of this hotel or any other network Southern Sun!! The Southern Sun Waterfront has no security at all and the staff operates in gangs to rob guests!!

  • Stayed: December 2012, travelled with friends
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3  Thank MarcelaQT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 26 February 2013

Dear Valued Guest,

The safety of our guests and the security of their personal belongings are of the utmost importance to the Southern Sun Waterfront and to to all Southern Sun hotels.

As is common practice around the world, we provide electronic safes in which guests can safely lock their valuables. When guests, as in this case, elect not to do so and valuables are lost, the matter is thoroughly investigated.

Mrs Travassos and her husband acknowledge that there were no signs of tampering with their suitcase locks, and that their suitcases were locked when they returned to their room. The electronic door locks were interrogated and the members of staff who had entered their room on the day in question were identified. All agreed to undergo polygraph tests and all of them passed.

Mr Travassos was subsequently advised that the circumstances surrounding the incident were inconclusive and that the Hotel could therefore not accept responsibility for the reported loss.

The inference that the Hotel and its Management did not care is unfair as the incident, once it was reported was investigated promptly and Mr Travassos was, at all times , kept informed of the progress of the investigation.

Our guests and their welbeing are our primary concern, however, in this case our investigations indicated no involvement by Hotel staff in the theft. The Hotel can therefore not be held accountable.

We sympathise with Mr & Mrs Travassos and regret that they decided not to place their valuables in their room safe.


Warm regards


JEFF ROSENBERG
GENERAL MANAGER

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Reviewed 17 February 2013

we found this hotel very good lovely rooms nice friendly staff,close to the water front and they had a huttle bus that runs every 15min nice meals.it was a very busy hotel disapointed that we could not check out later because our flight was late at night but are room was booked for the day we left,

  • Stayed: February 2013, travelled as a couple
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Thank madeline d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 18 February 2013

Dear Valued Guest,

Thank you so much for taking the time and trouble of advising us of your experience during your recent stay with us.

We are delighted that you enjoyed your stay and that our facilities and services were to your satisfaction.

It was a great pleasure having you stay with us and we look forward to welcoming you back to the Southern Sun waterfront in the not too distant future


Warm regards


JEFF ROSENBERG
GENERAL MANAGER

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Reviewed 15 February 2013

If you go to Cape Town especially for business trip you must absolutely avoid this hotel. Tiny rooms old furnitures terrible service and not really great and friendly staff to compensate. An experience to forget and a management team which will have to be change from top to bottom. Unacceptable by all means.

  • Stayed: February 2013
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1  Thank Christophegph
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CapeTownJeff, General Manager at Southern Sun Waterfront Cape Town, responded to this reviewResponded 18 February 2013

Dear Valued Guest,

Thank you for taking the time and trouble to post your report on Tripadvisor foloowing your recent stay with us.

At the outset, we would like to apologise for what was obviously not a great stay and are pleased to advise that the hotel will be undergoing a major refurbishment this year and we sincerely trust that this will certainly give a fresh new look to our property.

I can assure you that we place considewrable effort in the training of our staff and we only regret that you received unaccpetable service during your stay with us,

Once again , please accept our deepest apologies for what was obviously not a great stay

Warm regards


JEFF ROSENBERG
GENERAL MANAGER

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Additional Information about Southern Sun Waterfront Cape Town

Address: 1 Lower Buitengracht Street | Private Bag X3, Waterfront, 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 High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#17 Spa Hotel in Cape Town Central
#24 Business Hotel in Cape Town Central
#29 Family Hotel in Cape Town Central
#31 Romantic Hotel in Cape Town Central
#32 Luxury Hotel in Cape Town Central
Price Range: £116 - £248 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Southern Sun Waterfront Cape Town 4*
Number of rooms: 537
Official Description (provided by the hotel):
Wonderful sunsets over the Atlantic Ocean assist in making the Southern Sun Waterfront Cape Town a preferred business and holiday destination. A mere 15 minutes' drive from Cape Town International Airport, a 5 minute walk from the Cape Town International Convention Centre (CTICC) and within walking distance to the V&A Waterfront, this hotel is superbly located to offer every guest easy access to the sights and sounds of Cape Town. Breathtaking views of Table Mountain can be enjoyed from rooms that offer all the quality and comfort you would expect from a full service hotel. Offering guests a fitness centre, a pool and convenient meeting rooms and a business centre, the Southern Sun Waterfront Cape Town caters for all possible business or leisure traveller needs.Modern, chic and spaciously comfortable, these Waterfront hotel rooms offer guests a rejuvenating, fully serviced escape from the bustling energy of Cape Town. The decor is tasteful and classy with an edge. Amenities cater for all possible requirements and include 24 hour in room dining and a host of channels available on satellite. Business travellers can make use of the in room wireless internet access and the workstation with work lamp. Smoking and wheelchair accessible rooms are available on request.Unique cuisine and relaxed dining are just two of the many aspects that make this a simply superb dining experience to all restaurant guests. The Yizani Restaurant is inspired by everything local and is authentically South African ... more   less 
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Also Known As:
Southern Sun Waterfront Cape Town Hotel Cape Town Central
Cape Town Southern Sun Waterfront
Southern Sun Waterfront Cape Town South Africa

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