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“OK but not International 5 Star”

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The Westin Cape Town
Ranked #28 of 112 Hotels in Cape Town Central
Certificate of Excellence
Reviewed March 5, 2014

Lets start with the positives:

Proximity to Cape Town city centre, Convention Centre and V & A Waterfront - good. Large glass hotel - rooms in hot weather get very hot and air con in our room was not strong but there is a small window to open.

Public areas of hotel are clean & well maintained. Front of house staff are very good - reception is excellent and Concierge and Valet Parking staff are fantastic. Food and Beverege is very good with excellent breakfasts. Some breakfast staff may need a little extra training but the dining Manager was doing his best to chivvy one particular lady who may have been better suited to another area of the hotel.

Great shuttle service to the V & A Waterfront, very useful car hire office in the hotel. Duty Managers attended to issues quickly and I particulary thank Robin Scott and Christian Thomson for their professional handling of issues brought to their attention.

Rooms are average size with good views of either the docks or mountain.

Negatives: Guests should not have to wait mor than one and a half hours to check into the rooms after the advertised check-in time - this is unacceptable. Management must address this problem and either ensure that housekeeping is doing their job properly or provide more support to housekeeping for additional staff, Alternatively guests MUST vacate their rooms by the advertised checkout time to facilitate incoming guests. This problem was experienced by several guests in our party.

Guests should not find refuse from the previous guests in the 'newly cleaned' rooms - unacceptable.

Guests expect the bed linnen to fit the bedding configurations - our duvet was short on each side of the width of the bed by 10 inches on each side - it looked like a single bed duvet used for a double bed. This is not expected at a five star hotel.

Guest minibar refrigerator - be aware that this rfrigerator is fitted with a sensor - each time you take out an item from the refrigerator the sesor activates a charge to your account. Esstentially you can't even lift the bottle of wine to see what it is without it activating a charge to your account regardless of whether you consume that item or not. This is a ridiculous system.
Guests have every right to expect a useable refrigerator when paying the prices at an international five star hotel. Guests should not be compelled to pay for each opening of the refrigerator door particularly if they wish to place their bottle of water or soft drink or diabeties medication into the refrigerator. Management should consider the agravation this causes guests versus the financial benefit or possible loss of patronage.

Overall, the hotel was OK by international business standard but it definitely did not measure to 5star. Rooms were tired and definitely in need of a very good clean and spruce up.

  • Stayed: January 2014, traveled as a couple
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1  Thank Geni7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 9, 2014

Dear Geni7

Thank you for your feedback and taking the time to post your comments. We are pleased to hear that you enjoyed the Front Office Staff and breakfast buffet.

As a management team, we take all comments seriously and share them with our staff, so we may resolve any and all issues. We hope to welcome you back very soon to the Westin Cape Town

Be well, be Westin

Rob Kucera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed March 1, 2014 via mobile

We stayed 4N in themsn Cape Town in February 2014.

It is a beautiful hotel, and looks fairly new. We were given a spacious room on level 15, executive club level - which has beautiful views of a mountain on the left, V&A waterfront in the centre, and sea port on the right.

The bed and pillows are soft and comfortable. Two bottles of complimentary drinking water are replenished daily.


The breakfast spread is good, with a range of Asian (congee, mini sushi) and Western. There is a very good variety of hams / cheeses, fresh juices and smoothies, pastries, etc.

We especially loved the fresh and tasty grilled
kipperfish, smoked salmon, salami, stir fried mushrooms and freshly baked muffins. The freshly prepared smoothies (blueberry, banana) and juices (goji, spinach & papaya) are very good too.

Though the spread is the same daily, we do not get tired of the food after 4
days, and in fact still think of them now. . .

However, we think it is a pity the service standards are more 3 stars than 5
stars throughout our stay.

The following were some incidents we encountered. On the day of check in, only one set of bath gel and
shampoo was provided. On the second day, the toilet roll was not replenished and we has to ask for it.

One morning we saw three chambermaids along the corridor on our way to breakfast. We took initiative to greeted them "good morning", but they were busy talking amongst themselves and ignored us.

At the breakfast table on the first day, we were initially impressed when the wait staff greeted us with a cheerful good morning, showed us to our
table and asked what drinks would we like. We asked for a coffee, tea and fresh juices. After waiting for a very long time, none of these came. Finally, we had to stop another wait staff to request for coffee and tea again, and go to the juices counter on our oen to get the fresh juices. : (

On the day of checkout, the porter was given clear instructions to help us carry down our one piece luggage to the lobby, but
leave our hand carrys for us to bring down on our own.

We were shocked that upon
returning to our room after breakfast, our room door was left wide open (though we has not checked out), and all our hand carrys were gone as well.

We had already specially separately placed the one piece luggage behind the room door, and our 3 hand carrys on the writing desk to make a distinct separation. Our hand carrys comprises of our DSLR camera, a branded bag and monies, etc. These were later found in the hotel ground floor, lying on their own (without supervision). . . Thankfully our valuables and bags were all intact.

Would the hotel have taken up responsibility if we had lost anything by the staff's carelessness? We were very shocked by this incident and felt this was totally unacceptable for a 5 stars hotel?!

In summary, we loved the location / facilities / room / breakfast spread. But the the services were a big letdown and not we would have expected for a Westin standard. We urged the hotel management to seriously review your service standards.



  • Stayed: February 2014
    • Value
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Thank summerdayss
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 5, 2014

Dear summerdayss

Thank you for your feedback and taking the time to post you comments. We are pleased to hear that you enjoyed part of your stay at Westin.

As a management team, we take all comments seriously and share them with our staff, so we may resolve any and all issues. Your comments will help us in ongoing efforts to improve our service. We do hope to welcome you back to the Westin Cape Town in the near future.

Be well, be Westin

Rob Kucera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 1, 2014

One of the best hotels I have stayed in in years! The bed was magnetic, affording me very good sleep :)

The location of the hotel was good, the continental breakfast was sumptuous and selection was great. Pity the breakfast service was a tad slow though the staff are mostly friendly.

The wifi in the room was great! Easily accessible from the whole hotel and connection was fast. Nothing to complain at all!

  • Stayed: February 2014
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Thank leesysg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 5, 2014

Dear leesysg

Thank you for the positive review of our hotel. We are pleased to hear that you enjoyed our Heavenly bed. We are very happy to know you enjoyed your time at the Westin and we hope to see you again very soon for your next stay in Cape Town.

Be well, be Westin

Rob Kucera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 28, 2014

Yet another excellent visit to the Westin. The staff are superb and cannot do enough to make you comfortable. We've stayed here a few times now and each time is as good if not better than the last. The extra cost of the high floor rooms with Executive Club access is well worth doing. Pre dinner drinks and canapés are fantastic. Definitely a come again.

Room Tip: High rooms harbour facing give a great city view
See more room tips
  • Stayed: February 2014, traveled as a couple
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Thank Sandie250
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 4, 2014

Dear Sandie250

We were delighted to hear that you had a wonderful stay with us at the Westin Cape Town. It was nice to hear that our staff exceeded your expectations. They work exceptionally hard to make every guest feel special. Thank you so much for staying with us and we hope to see you in the near future.

Be well, be Westin

Rob Kucera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 27, 2014

we allways stay in the Westin when we are in Cape Town. It is very central located, near the V&A. Shuttle to Waterfront every halve hour. Booked a executive room, got an upgraded Grand deluxe room (Starwood Gold membership is very often good for an upgrade in this hotel).
Room was spacious with good bathroom with seperate shower and nice view over the sea and Waterfront.
Executive lounge has nice drinks and snacks between 5.00-7.00. In the morning the provide a very good breakfast, lots of choice.
Check-inn is every time a problem, for one or another reason they allways link our booking to a booking we made years ago for a business client so everytime they can't find our booking because the changed the name of the booking to the name of the old client. Even while we book room under own name and SPG number. Asked again to delete old details. Reception did make a fuss about an 1 to 1,5hr late check-out .First didn't even want to check if this was possible, in the end we got late check-out.
Convenient valet parking
We also had spa treatments, I had a massage which was good and my wife a massage and facial which she also enjoyed

Room Tip: high floor
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  • Stayed: February 2014, traveled as a couple
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Thank ekholland27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 4, 2014

Dear ekholland27

We were delighted to hear that you had a wonderful stay with us at the Westin Cape Town. It was nice to hear that breakfast and Arabella Spa exceeded your expectations. They work exceptionally hard to make every guest feel special. We do take all comments seriously and appreciate all the feedback we can get . I do apologize for the issues on check in and we have made a note on you profile to make sure this will not happen again in the future.

We hope to see you again very soon for your next stay in Cape Town

Be well, be Westin

Rob Kucera

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 24, 2014

I was there for a business trip. I was happily having my breakfast and the service counter allow me to go in to take my seat. I went and get all my breakfast before getting my seat. Guess what? I saw an empty table and proceed to the seat. The service staff told me it is booked and ask me to stand and eat. Can you imagine such a great hotel with totally lousy experience. I will never recommend anyone to go there.

  • Stayed: February 2014, traveled on business
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1  Thank Chuankiat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 4, 2014

Dear Chuankiat

As a management team, we take all comments seriously and share then with our staff, so we may resolve any and all issues. I would like to offer my sincere apologies for the disappointment you have expressed regarding the service you received in Thirty 7. Whilst I can assure you that any neglect experienced on this occasion would have been a result of thoughtlessness rather than intent, you have my assurances that the issue raised have been addressed to prevent a similar re -occurrence in the future

Be well, be Westin

Rob Kucera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 23, 2014

Spent three nights here and could not fault the hotel. Outstanding.

Small tip to hotel: please do screen the taxi drivers in the lobby; while most were fine one or two obviously overcharged us which is not the end of the world but I would expect the hotel to try to inflect their policy on taxis waiting outside.

  • Stayed: February 2014, traveled as a couple
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Thank mistergreen1916
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin_Cape_Town, General Manager at The Westin Cape Town, responded to this reviewResponded March 4, 2014

Dear mistergreen58

Thank you for your positive review of our hotel. We are happy to know you enjoyed your time at the Westin. We do take all comments seriously and appreciate all the feedback we can get. We hope to see you again very soon for your next stay in Cape Town

Be well, be Westin

Rob Kucera

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 The Westin Cape Town

Address: Lower Long Street | Convention Square, Cape Town Central 8000, South Africa (Formerly Arabella Sheraton Grand Hotel)
Location: South Africa > Western Cape > Cape Town > Cape Town Central
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center 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
Hotel Style:
#15 Business Hotel in Cape Town Central
#16 Spa Hotel in Cape Town Central
#25 Romantic Hotel in Cape Town Central
#28 Luxury Hotel in Cape Town Central
Price Range: $201 - $442 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Westin Cape Town 5*
Number of rooms: 483
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

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