I have stayed at 15 on most occasions during my very frequent visits to Cape Town since 2010. I have been booking at the hotel for my business and leisure travel even at times when my engagements went as far as the cape winelands. The only times I have not booked at 15 is when it was fully booked.
A LOT of things have changed a lot from that very first time in 2010 to my recent visit in August 2013. Each time I have booked at the hotel I have observed the deterioration in the offering, each time I have decided to book on account of giving the hotel another chance. Not again!
My reasons for my unhappy review:
- the cleanliness of the rooms is absolutely far from satisfactory... my room had hair all over the place. In the shower, on the bathroom floor, on the pillows. I got the feeling that my occupation of the room had interrupted a clean up.
-the supply of amenities was lacking (compared to my prior stays). During those early days there was always a vanity pack in the bathroom, disposal bag, shower/bath gel, amongst a whole lot of other things... this time I was 'fortunately' afforded shampoo, soap, lotion and shower cap in the bathroom. That's all! Am not asking for the Dermalogica samples that were a treat in the early days, it was very appreciated then. Today I look for basic hotel amenities which seem to be no longer on offer! The box that was meant to contain the 2nd disposal bag was empty??? It is a good idea to pack your own cotton wool and shower gel if you believe you are going to need any.
-the hotel used to offer the luxury of docking stations for what i believed to be for the smart phone/mp3 player guest. These are no where to be seen.
-the bathroom door hinges were broken causing the door not to close properly
-the mini bar was understocked with only 2 beers and a few soft drinks and lots of gaps where one used to find a variety of items on offer including bottled water
-the hotel no longer offers newspapers in the morning outside the room.
-murano bar staff totally was clueless on menu items from both the restaurant menu and the light meals menu. The man had to go consult 3 times on each question I asked on the menu items.
-the aircon functioning has always been a mystery even during my satisfaction days with the hotel!
-at check in, I was offered prokard membership which I believed I already had. I had signed up at 15 after all. I had since opted out after being hounded by call centre agents for payment on the 'complimentary' membership. I gave the staff the go ahead to activate it...AGAIN. It was 'surprisingly' found that there is duplicate membership on the system. I rest my case!!!!
The clincher for me was my very last breakfast though... I ordered an omelette which was dropped off without any offer for toast or condiments. Upon asking for toast and chilli sauce on the side, I waited an entire 20 minutes for the toast to arrive and even longer for the chilli sauce (in a bottle). Upon complaining to the waiter he shrugged his shoulders. I received the same response from the lady attendant who was checking on our satisfaction of breakfast.
All in all I believe 15 set a very high standard which has been more than hard to maintain and which alienates the guests who liked the hotel for the luxury that it offered in its heydays!
My experience has shifted my view from a 5 to a 2 star experience.
Ask for a room with an outside looking window and not the rooms that look into reception.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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On behalf of African Pride Hotels, I would like to humbly apologise for your disappointing experience.
We would like to assure you that we, at African Pride Hotels, pride ourselves in delivering the best GUEST service and strive to get the basics right consistently. Your experience does not reflect the high standard we are usually proud to offer.
I confirm therefore that your concerns are being addressed in a serious light and that action is being taken to rectify any shortcomings in our service and facilities. I do however require some additional information from you to discuss your feedback in more detail as we are unable to locate your reservation details with your TripAdvisor profile name.
Your interest and concern are extremely valuable to us and value your feedback as an extremely important tool in our day to day operations, as this helps us to improve on our service delivery.
021 469 8000
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.