Cape Royale Luxury Suites

What was supposed to be an exciting overnight stay at the Cape Royale Luxury Suites celebrating , ended up being rather bitter sweet. Upon arrival we waited for over 30 minutes for our receptionist to come back to her post and check us in. None of the other receptionist on duty could assist us and none of them knew where she was. After waiting for 30 minutes for her arrival she checked us in and gave us the key to our suite. The Suite was clean and spacious, however most of the items that were listed on the website that it had…were missing. After settling into our suite we realized that the Dstv wasn’t working and the front door was faulty, we called down to reception to report this and it took over half an hour for anyone to come and assist us. Once the ‘manager on duty’ arrived he was not able to fix the Dstv but he did manage to somehow ‘force fix’ the front door. He then said that he would move us to another room as the Dstv wasn’t working, but he would be back to confirm which room. As we sat waiting for this return, my friend who was scheduled to join us for the night arrived. We tried opening the door for her but the door was totally jammed. In my opinion as a construction expert the door mechanism was broken. We called down to reception to ask them to send someone up to assist us, they sent the ‘manager on duty’ with a housekeeper and another gentleman. They spent over an hour banging on the door, trying desperately to try and open it without breaking the door. I shouted to them from the inside that, that would not be possible as in my opinion they have to break the door in order to get us out asap. After trying and trying and banging and banging they finally decided to break the lock and rescue us from what was slowly becoming a nightmare of a night. To my surprise the ‘manager on duty’ and his two counter parts acted like all is well, despite our complaints that we have spent well over 3 hours dealing with issue after issue after issue.

I asked him, in what way will we be compensated? He then said he will move us to another room on the 3rd floor and provide us with a bottle of wine for our trouble. Being a construction expert I am very much aware that tre best rooms are on the top floors and not on the lower floors. We had made a booking for a luxury suite so I was in no way prepared to be downgraded for the same price, especially after all the trouble that we had encountered so far. He assured me that I would be happy with my guests in that room. The Room on the 3rd floor was clean but evidently, very SUB STANDARD there was absolutely nothing luxurious about the room at all. Everything was so small, the space, the furniture and the finishes were cheap. We were certainly furious, after everything that we had encountered: from the delay in checking in, the dstv not working, waiting for over 3 hours to be rescued out of our room because the door mechanism wasn’t working, putting up with all the loud banging and noise and then having to move our things to the third floor into a substandard room, with a measly R50 bottle of wine as compensation. How on earth could the Cape Royale still rate their hotel as 5 star? In our opinion it was certainly 1 star. We called the ‘manger on duty’ and told him we were 100 percent not happy with our room at ALL. We are looking for the same standard of room that we had booked or better, but we would in no way be expected to stay in the substandard 2 bedroom apartment that he saw fit to give us; after all our booking was for the Luxury suites. After much shouting, protesting and rage he said he would have to go call the manager who isn’t available until Monday but we couldn’t keep the R50 bottle of wine. *eye roll*. He then came back about 30 minutes later and told us that we could move us to the 9th floor. We arrived to an Apartment on the 9th floor at 7pm, having spent the whole day totally exhausted from all our trouble. The 9th floor made it bittersweet.

Very big apartment nice location

When we checked in the apartment wasn’t clean, after we ask the to clean they send the cleaner to clean the apartment The apartment very old and the facilities not in a good condition If you are booking 2 rooms apartment pay attention that one of the rooms have one window that facing the corridor The staff was disaster, one of the ladies from the resection mocked on us because we asked why the room wasn’t clean.... Very bad experience!!!!