of TripAdvisor Travelers recommend this hotel
"Extremely rude and bad Administration (Hotel Manager and Afternoon Tea)"
Two of my girlfriends and I do a yearly Girls Weekend in Cape Town. This year it was weekend of 21 - 23 April. I phoned ahead of time to make various appointments, one of which was for an afternoon tea at the Mount Nelson, I did this telephonically in February for Saturday afternoon 22 April at 13:30. After our Spa morning we headed out from the 12 Apostles to the Mount Nelson for our Afternoon Tea appointment. I realised, as wel left, that we would be late (the appointment was for 13:30) so I phoned the hotel to apologise. I spoke to a lady (I didn't ask for her name) and she said not to worry. As we arrived at the main gate to the hotel, security informed us that the public was not allowed entrance to the hotel the entire weekend. Dumbfounded we explained the situation and also that we had phoned just half an hour earlier to inform that we would be 15 minutes late, and weren't told that the hotel was 'closed to the public'. After a 10 minute back and forth between front gate security and a lady (who was very rude) over the hotel radio, they let us in. As we entered the hotel we started explaining to the staff what had happened and at that point the Hotel Manager arrived. We explained what had happened to him at which point he said 'It was impossible for me to have made a booking in February as the hotel had been booked out that weekend 2 years in advance'. If it was impossible for me to do so, was he then implying I wasn't being truthful' He was at no point apologetic, nor did he have empathy for our situation and frustration that this misunderstanding had costed us at least an hour out of our day. After explaining that we just wanted an explanation and an apology he unfortunately became rather defensive and almost mockingly offered us his business card and said that we should visit again as 'his guests'. Perhaps he was sincere, but his body language said otherwise. Needless to say we wont be visiting the Mount Nelson again and more than that are very disappointed that this prestigious establishment far from lived up to expectation. My apologies if in my review I mentioned the manager in particular (it is not my intention to attack one person in particular), but unfortunately his attitude towards us was the tipping point, where it could have 'saved the day'.
We went to the hotel for lunch. We booked in advance. I was told in advance that the dining lounge is closed for lunch but we can have lunch on the veranda. When we arrived we were told in a very rude tone that the dining area is closed and we have to sit outside on the veranda, which we of course already knew. Then we were told we can have or High Tea or we can have a very small menu on the veranda. Never telling us that there are two menus that they have on the veranda. Overall the food was very average for a 5 star hotel and the staff really need to be trained better not to be so abrupt and the service overall was pathetic. Chicken schnitzel was greasy and horrible. Had to wait continually for service and had to ask for salt and then when given to us the salt cellar was empty (bottom plastic plug to keep salt in was missing)! I have often been to Mount Nelson and have also stayed there before, but never again. Very average and not very pleasant. Disappointed!
"Terrific 'Evening Tea'"
We had a booking for Evening Tea for two that changed in the morning to a booking for nine. We thoroughly enjoyed the sumptuous morsels we ate and tried quite a few different teas. Sihle (not sure of spelling) was an excellent server and adviser - thank you Sihle we greatly appreciated your input in helping make our evening very enjoyable.
"PEOPLE with disabilities be aware ! DISAPPOINTING"
My room 646 was a so called room suitable for People with Disabilities. As I have been travelling on my own for the last 18 years, I got used to rooms for disabled persons not being according to the universal standard. However I did not expect this from a 5 star hotel. Management must have though that having grab rails close to the toilet would be sufficient as well as a wobbly loose standing shower chair in the shower. The loo was far too low for any elderly or disabled person . the height was 10 cm below the height of my wheelchair. There was a HUGE standing mirror placed next to the shower, which did not give enough room for my narrow wheelchair to access the shower. In the bedroom the bed was 20 cm higher than my wheelchair. it was so high that is virtually impossible to get from your wheelchair into the bed. After telling the receptionist that I could not stay in the room, a housekeeping supervisor came to my rescue and arranged a toilet seat raiser and replaced the HUGE king size bed with a normal king size bed. The big standing mirror blocking the access to the shower was removed.The telephone next to the bed did not work and after reporting this twice the telephone still did not work on the day of check out. It was disappointing that not one person from reception or a duty manager ever contacted me to see if everything was ok or perhaps an apology for all the inconvenience. Re the wobbly shower chair one would expect in a 5 star hotel a permanent shower seat at the right height fixed to the wall. My suggestion to the reservation staff is to call the client in advance and ask if there are any special requirements. . Other comments :The food served during our conference was excellent. The bed was comfortable The "high tea"" was disappointing. Our sandwiches and scones arrived after we had finished our tea and we had to ask for more tea, which should have been offered. Suggest that if you attend the High Tea you choose to sit in the lounge and not on the enclosed terrace, which turned out to be noisy with bad service.
"Great location, facilities, comfort and restaurant/bar"
I spent a week here and enjoyed my stay. We had a nice bedroom with high ceilings, large bathtub. The room has a mini-bar, cable TV, AC and large closets. Roomservice was fast - we ordered and got our food in about 20 minutes or less. We went to the SPA and had a really relaxing and nice deep tissue massage. The hotel has a nice pool and small gym. The hotel is close to the Table Mountain and VA Waterfront. There is a grocery store, restaurants, bars and small souvenir shops near the hotel.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 11:00 AM