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“Super Friendly Staff, Upscale Rooms”

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The Westin Cape Town
Ranked #26 of 109 Hotels in Cape Town Central
Certificate of Excellence
Huntsville, Alabama
Level 5 Contributor
49 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
“Super Friendly Staff, Upscale Rooms”
Reviewed September 29, 2009

This hotel ranks in my top five hands down. The staff is 100% focused on excellent customer service and they have it nailed. Westin US could (and should) use this property as a training location.

The rooms are very comfortable and offer beautiful views of the harbor and Table Mountain. Don't miss the pool and spa located on the top floor. The salt water swimming pool is amazing! One side of the pool is all glass offering a full view of the harbor while you swim.

We had breakfast in the lounge on the top floor several mornings and the food was very good. Room service was excellent and very reasonably priced. High speed internet is free but you need vouchers from the front desk each for each day of your stay.

  • Stayed September 2008, traveled as a couple
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Thank Kevman123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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San Francisco
Level 6 Contributor
142 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 136 helpful votes
Reviewed September 27, 2009

Stayed at the Westin with 2 adults and 3 children in a suite and connecting room. Access to executive level provided for a nice breakfast each morning. Not much of Capetown is walkable from this location but if you have a car, it is a particularly central location as it is near the intersection of many freeways. Although near the waterfront, a shuttle ride is needed. The service, rooms, gym facilities and club lounge were all fantastic. Would not hesitate to stay there again although it is not as unique as perhaps other options may have been.

  • Stayed August 2009, traveled with family
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Thank 5fortravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kent, England
Level 6 Contributor
91 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
Reviewed September 21, 2009

Our experience of the Westin Grand started on a bad note. We had booked a 'basic' room but as it was our wedding anniversary I had emailed in advance to ask if there was a possiblity of an upgrade . . I was told it would depend on availability on the day and could not be guaranteed . which was fair enough. We arrived at 2pm to be told no rooms of 'our grade' were available. The receptionist asked if we were celebrating a special event and when I mentioned our anniversary he tried the hard sell on an upgrade to a suite which was normally an extra 9,000 rand a night but he would give it to us at a special rate of 1,300 rand per night. I was not impressed with this sales technique, especially as no mention was even made of the possible upgrade to an executive room, which, surprise, surprise we were not given when we refused to pay the extra for the suite. Miraculously a room of our grade was then found to be ready (on the 7th floor).

After check in everything ran smoothly. Minor grumbles like a light in our room not working and breakfast service sometimes being a little slow . but on the whole a good experience, convenient location, between the city centre and the waterfront, friendly service, comfortable and excellently appointed room. We had a rental car and used the valet parking which came at a cost of 25 rand per night - which we felt was reasonable for a five star hotel!

As a tourist, the hotel appeared to be geared more to the business traveller (it was connected to the Cape Town International Convention Centre). Upon check in there was no information offered geared to our stay - we even had to phone up to find the times of the shuttle bus to the waterfront (and even then we were given the wrong information). This was solved by going to the guest services desk to be given a schedule but why didn't they just do this when we checked in?? The one day we came to breakfast at the peak time for the business guests it was packed and service was less than perfect, but avoiding this time it was a good breakfast and staff were obliging.

One final niggle - being charged a lot more than the cost price for a stamp!! International postage for a post card was 6.50 rands but the hotel charged us 30 rands for three stamps - there is no excuse for that!

Despite these minor grumbles overall we had a good experience. Its a good base if you can get it at a reasonable rate - (we booked through Expedia ) - and at around £110 a night we were pleased with our stay.

  • Stayed September 2009, traveled as a couple
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2 Thank David9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tbilisi, Georgia
Level 4 Contributor
19 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 134 helpful votes
Reviewed September 18, 2009

The Arabella Sheraton (Westin Grand) is a good hotel neighbouring to the convention centre.
Its very close to the V&A waterfront and there are frequent free shuttles from the hotel. Also there is a shuttle from the hotel to the Canal Walk shopping mall, which is an excellent shopping opportunity for those who love shopping, and at the same time a paradise for women as there are many jewellery boutiques there .
The rooms in which I have stayed was on the 11th floor, and had a great view. The room was very nice, comfy, clean, in one word the room was a great one. The staff was very friendly, and helpful in any case when I needed to arrange a tour or needed a transport. Also they were very helpful advising where and how to go.
The breakfast(included in the room rate) was very tasty and in general the food in both restaurants of the hotel. I loved the dish called Angry Duck.
Overall I loved this hotel very much and definitely will advise this hotel to my friends

  • Stayed November 2007, traveled on business
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7 Thank ANNMoscow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cagliari, Italy
Level 4 Contributor
30 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 62 helpful votes
Reviewed September 11, 2009

PROS: cleanliness, wonderful panoramic pool & fitness centre on the top floor, good room service, modern room with comfortable bed,sophisticated but good value, shuttle-bus to the V&A Waterfront, WI-FI everywhere.

CONS: very unsatisfactory service. We ate a couple of times at the hotel's restaurants and we had to wait ages for everything. Moreover, who said that the breakfast was unforgettable?? Maybe you are not used to 5 stars hotels, because it was quite disappointing to us. Limited food choice and mediocre taste. Once I had to ask 4 times to have a coffee, but they never gave it to me!!!! Again, some members of the staff are quite rude and unprepared to deal properly with customers. That is the reason why I am not giving 5 stars.

  • Stayed August 2009, traveled as a couple
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2 Thank Mista-go
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moscow, Russia
Level 4 Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed August 24, 2009


The reason I place here this story in such a detail is just to give you an idea, how you could be treated at the reception of this renowned 5 star hotel.

We booked Westin Executive Suite. The reason for it was our wish to book upper floor room that would have an ocean view. That could not be guaranteed without booking a room on the executive floor, that's why we opted to book Westin Executive Suite since it was guaranteed that it was located on the executive floor (16-18) and the only issue was with the view (2 options for these suites - Mountain side or Ocean side. But we requested ocean side in our booking and hoped the hotel will come us half way).

When we arrived, it turned out that the hotel have no availability for the suite type we paid for.

We had very long discussion (if not struggle) with four different people at the receiption, which in summary is as follows.

At arrival the first available manager told us that they cannot accomodate our request for the executive suite since it is not available and that the only type of a room which they may propose is an Executive Club Room, which they claimed to be similar to the Executive Suite, but it was not located on the upper executive floors.

After seeing our confused reaction, the first manager called for the second manager (Nathan Pereira) who after several minutes of severe discussion actually changed the tactics and started persuading us that what we booked was the Executive Club Room, since according to the hotel classificaton they do not have rooms called Westin Executive Suites. The only higher class of the room is a Presidential Suite. Further, Executive Club Rooms are located on many other floors and not only on the executive floors.

Then the third manager (Jermaine Matthei) joined the discussion and confirmed what was told by the second manager.

Perhaps you can imagine how irritated and angry we were, keeping in mind how much time we spent choosing the right room with the right view in this hotel.

We were proposed to have the Executive Club Room on the ninth and, btw, smoking floor. The front managers continued to assure us that the Executive Suite is the same type of the room as the Executive Club Room we were proposed (they also called it Junior Suite) and that the floor location does not make any difference.

Since we continued to insist on the upper floors (which we believed to be executive floors) we were told that the only room available is a plain Executive Room on the eigthteen floor (no suites are available there), but that it is of the lower category than the room we booked.

We were then given a chance to look at the Executive Club Room (Junior Suite) on the 9th floor and the Executive Room on the 18th floor. We were accompanied by a forth manager who after showing us the room confirmed that there ARE Executive Suites in the hotel and the Executive Club Room is different from the Executive Suite (which was in any event obvious to us), since the latter is more spacious, larger in size and is located on the executive floors level.

It should be noted that the forth manager apparently did not know about our conversation with other managers and acknowledged that simple truth and also said that there are three executive floors on the hotel (16-18).

We thought that the hotel had just gave our room to someone else (or upgraded someone) disregarding the fact that we FULLY paid for it IN ADVANCE.

We spent the first night in the Executive Room (not a suite or even a junior suite) on the 18 floor. We generally liked the room and the view, but certainly more spacious room on the same floor would be better.

Finally, from the fire evacuation plan (which we have hanging on our door) it is clear that there is one room on this floor (save for the Star of Africa room which apparently is a type of Presidential Suite) with two rooms in it -- obviously the suite we were entitled to.

We then contacted our travel agent, and the next day we had a conversation with Front Desk Manager, who apologized for this very unpleasant incident and for inadmissible behabiour of his team. He confirmed all the conclusions that we had already made ourselves (that there ARE Executive Suites in the hotel, and we DID pay for one). He assured us that we will be reinbursed for the price difference. He also organaized then a bottle of wine in our room with the letter with his sincere apologies. But, who would reimburse me several hours of my precious vacation? My nerves that I spent arguing with front desk staff when everyone was lying to me in the face?!


Tha hotel is situated in business district, you can walk to Waterfront or take a taxi. We had a driver for the whole stay, we booked in advance through the travel agency and recommend you the same, if you here for exploring the area.

Room: our room had a view toward the ocean, though it was far (see photos). The hotel is relatively new, everything was in good working order. You also could open the glass window to have a fresh air in your room (which is uncommon for the hotels with glass walls). Though during the working days the traffic on the road below is quite tough. We recomemntd you to book Executive floors rooms (16-18) - better view, less noise.

Housekeeping: insufficient and perfunctory for the hotel of that range.

Food: we had a breakfast on the 19th floor, at the Executive lounge. It has limited choice compared to one served downstairs, but we opted to it because of the view. The service at breakfast was unequal. One day they had kind of inspection at the hotel, so the service was great, and at the end our waitress asked us to fulfill thequestionnaire where we put the best possible marks. The next day, however, inspection was over, and service was completely different. No questionnaire proposed at the end, as you can suppose.

We spent not much time at the hotel, exploring the area with our driver, having our dinners at Waterfront restaurants and coming back only for sleep.

  • Stayed January 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2 Thank NadiaJuly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 5 Contributor
89 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 154 helpful votes
Reviewed August 22, 2009

This should have been a 4 star review except for one major issue I had. My room door was left open, I understand mistakes happen but what disappointed me was no one from the management called, nor apologized. Someone came to my room to check the log of who accessed my room, they did the same thing the next day at 7 am, imagine waking up to the sound of what you think is someone trying to come into your room.

If I had received an apology, if a genuine effort had been made to make things right, I wouldn't even have mentioned this incident and given 4 points. The rooms are excellent, location is fantastic and overall the staff are very friendly and helpful. Their management should learn from the employees example.

I sent an email to SPG about 2 weeks ago about this experience and no response yet, I'm not holding my breath.

  • Stayed July 2009, traveled on business
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    • Cleanliness
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1 Thank bojomania
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Westin Cape Town

Property: 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
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:
#12 Spa Hotel in Cape Town Central
#16 Business Hotel in Cape Town Central
#17 Family Hotel in Cape Town Central
#25 Romantic Hotel in Cape Town Central
#26 Luxury Hotel in Cape Town Central
Price Range (Based on Average Rates): $$
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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