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“Excellent hotel, poor transfer service”

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Hilton Cape Town City Centre
Ranked #45 of 106 Hotels in Cape Town Central
Certificate of Excellence
Santa Clara, California
Level Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Excellent hotel, poor transfer service”
4 of 5 bubbles Reviewed October 30, 2013

The Hilton Cape Town City Centre was so close to a perfect review! The hotel is clean and stylish, the location was perfect for walking through the City Centre, right at the corner of the colorful Bo Kaap district, and the concierge and wait service was wonderful. The concierge Marcelino (sp?) was very helpful; not only did he run down the street to get me a better exchange rate than the Hilton was offering, but he then walked me and my mother to the nearest ATM a few blocks away since it was getting dark, and that is not the safest time to be pulling a couple thousand Rand out of an ATM in Cape Town. I would definitely stay at this hotel again.

Okay, now the bad news; the only exception is the transfer service which is run by a company called MK Exotic Tours. I booked airport transfers from/to Cape Town International Airport in advance, and verified those transfers ahead of time, but both the pick-up from the airport and pick-up from the hotel were 20 minutes late or more. Our morning transfer back to the airport was getting so late we ended up getting a refund for the R850 (!) transfer and instead jumped in a cab, which offered us a flat-rate, R350 trip. What shocked me the most was that the Hilton night manager Bishop was more concerned about getting me to pay the R850 transfer fee for a van that wasn’t even present 20 minutes after we were supposed to leave for the airport, than to make sure we actually had our ride! I did end up getting an apology letter from MK’s manager as well as the Hilton manager who has offered to reimburse me for the cab ride, which I really do appreciate. This, by the way, is a good example of the otherwise wonderful service we received from the hotel, but I still cannot give them a good review for untimely service.

In short, I would recommend this hotel for it's location, style, and service but when it comes to transfers, play it safe and call a cab.

  • Stayed October 2013, traveled with friends
    • Location
    • Rooms
    • Cleanliness
Helpful?
Thank Katherine S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, November 1, 2013
Dear Valued Guest,

Thank you for taking the time to review your recent stay with us as well as for your positive comments regarding our location, facilities and customer service.

Once again, please accept my apologies for the inconvenience and frustration experienced with regards to your booked transfer.
We at the Hilton Cape Town City Centre take pride in offering highest level of service and expect the same from our outsourced companies, providing services to our guests. The management of MK Exotic Tours and I understand your frustration and can only ensure you that the necessary measures have been taken to prevent such a situation from happening again.

I regret that this incident cast a cloud over your otherwise positive experience at our property and I hope that we will have the opportunity of welcoming you back to the hotel in the near future.

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,220 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Zurich, Switzerland
Level Contributor
49 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed October 28, 2013

We stayed in the Hilton for three nights and it was just perfect! It is a very clean and nice hotel. From our room we had a view on table mountain. It is in a good walking distance to the city center and every full hour they have a shuttle bus to the Victoria and Alfred Waterfront. The last one is at 6 which we usually took to get there for dinner. The Taxi back to the Hotel from there costs about 40 to 50 Rand. Definitely recommendable!

Room Tip: Higher floors have a better view and less noise from the street, but the windows are good when close...
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  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank myCupcake
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 29, 2013
Dear Valued Guest,

Thank you for taking the time to review your recent stay at Hilton Cape Town City Centre.

It is always a pleasure to receive such positive feedback and to know that you thoroughly enjoyed our property and the city of Cape Town.

Your recommendation on the platform is much appreciated and I hope that we will have the pleasure of welcoming you back.

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed October 26, 2013 via mobile

As expected the Hilton Cape Town City Centre proved that the Brand Standards are universal.

Efficient & congenial staff from check in, turn down & room service.

Efficient service taken for granted!
Whist menu could be more "exciting0 value for money guaranteed.

Stayed October 2013, traveled on business
Helpful?
Thank Raffrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 29, 2013
Dear Valued Guest,

Thank you for choosing at Hilton Cape Town City Centre and your positive comments on TripAdvisor. I am very pleased to learn that you thoroughly enjoyed your stay with us.

Your loyalty to the brand is appreciated and I hope that we will have the pleasure of welcoming you back in the near future.

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
2 reviews
4 of 5 bubbles Reviewed October 25, 2013

Nice Clean, friendly hotel for both leisure and business. I have now stayed at this hotel a few times and highly recommend it. I made the mistake of leaving the hotel with all my valuables still in the room safe.. The team were very helpful and ensured I got everything back safely.

  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank gadgetdxb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 29, 2013
Dear Valued Guest,

Thank you for sharing your experience at Hilton Cape Town City Centre with the TripAdvisor community - your kind comments and recommendation to other travellers are much appreciated.

I am looking forward to welcoming you back in the near future,

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
pretoria, South Africa
Level Contributor
4 reviews
4 hotel reviews
5 of 5 bubbles Reviewed October 24, 2013

great location and service was excellent. breakfast was very good food was halaal. staff very helpful. the linen in rooms are of very high quality. will definately come back. housekeeping and room service was really efficient.

  • Stayed October 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Shabir M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 29, 2013
Dear Valued Guest,

Thank you for your kind comments on TripAdvisor.

I am delighted to learn that you thoroughly enjoyed your stay with us and look forward to welcoming you back in the near future.

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
45 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
4 of 5 bubbles Reviewed October 22, 2013 via mobile

Nice Hotel in an a decent area.. A few streets nearby you should not walk down alone or at night...the doorman guided us on this with directions into the safe streets.
Bed was very very comfortable which made the stay for us .. Shuttle down to the waterfront is a must as the walk is too far and a bit sketchy ...
Service was great and friendly..
Bar and pool area also good aswell as the gym.
Overall a positive stay

Stayed October 2013, traveled as a couple
Helpful?
Thank Foodzilla21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 29, 2013
Dear Valued Guest,

Thank you for taking the time to review your stay at Hilton Cape Town City Centre.

I was pleased to learn that you enjoyed our facilities, comfortable beds, the complimentary shuttle and of course our customer service.

I hope that my team and I will have the pleasure of welcoming you back soon.

Yours Sincerely,

Markus Fritz
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
devon
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed October 21, 2013

stayed for 10 nights .upgraded to excutive club use and was very pleased with everything. great room with view of table mountain.the staff at the hotel were without exception excellent always smiling and freindly. would highly recomend

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank borisDevon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkusFritz, General Manager at Hilton Cape Town City Centre, responded to this review, October 25, 2013
Dear Valued Guest,

Thank you for sharing your recent experience at Hilton Cape Town City Centre.

It is such a pleasure to learn that you thoroughly enjoyed your stay with us and it is particularly warming to receive such praises for our team members. All of us at Hilton Cape Town City Centre are passionate about hospitality and reviews like yours are a great reward and motivation.

Thank you for your recommendation to other travelers and I look forward to welcoming you back soon.

Yours Sincerely,

Markus Fritz
General Manager
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 Hilton Cape Town City Centre

Property: Hilton Cape Town City Centre
Address: 126 Buitengracht Street, Cape Town Central 8001, South Africa
Phone Number:
Location: South Africa > Western Cape > Cape Town > Cape Town Central > Schotsche Kloof
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#24 Business Hotel in Cape Town Central
#36 Family Hotel in Cape Town Central
#40 Romantic Hotel in Cape Town Central
#41 Luxury Hotel in Cape Town Central
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hilton Cape Town City Centre 5*
Number of rooms: 136
Official Description (provided by the hotel):
Located in the heart of South Africa's second largest city at the foot of Table Mountain, the Hilton Cape Town City Centre hotel is only 20 minutes from Cape Town Airport and is close to many shops and businesses, the wine district, a variety of beaches and the National Parliament. All of the modern Guest Rooms at this Cape Town hotel boast large windows, 32-inch LCD TVs and complimentary wireless internet access. Upgrade to an Executive Room for stunning views of Table Mountain or the city and access to the Executive Lounge, with complimentary breakfast, canapés and drinks. Hold a conference for up to 120 guests in one of 6 meeting rooms or 2 board rooms, which offer the very latest in audio/visual technology and ensure your event is a success with our business center. Indulge in an all-day dining experience in the elegant Mezbaan restaurants(Halaal certified by ICSA) and sip cocktails and relax with a fragrant shisha pipe in the exotic Signal Hill Terrace Lounge and Restaurant. Work out in our Fitness Center or soak up the glorious South African sunshine and stunning views of the Bo-Kaap and Table Mountain in the outdoor swimming pool. ... more   less 
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Also Known As:
Hilton Cape Town City Centre Hotel Cape Town Central
Hilton Cape Town City Centre South Africa

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