Cape Royale Luxury Suites

This is not a hotel. This is privately owned apartments. It did not match the photos.

I visited the Cape Royal Hotel on 24 December 2025 to enquire about a particular service. I was not a guest at the hotel, merely seeking information. Unfortunately, my interaction with one of the staff members was disappointing. While I was enquiring, the staff member chose to comment on and correct my language. I found this to be exceptionally rude and unnecessary. As a customer making an enquiry, my focus was on the service, not on receiving unsolicited language corrections. How I express myself is not relevant to the assistance being requested, and it is inappropriate for staff to encroach on matters unrelated to their role. I do not require English lessons, and I am more than capable of articulating myself. The expectation is simple: staff should focus on addressing customer enquiries professionally and respectfully, rather than diverting into personal or linguistic commentary. That said, I would like to express my sincere gratitude to the security guard on duty, who was courteous, professional, and extremely helpful. He ultimately assisted me with what I needed and demonstrated the level of service one would expect. I hope this feedback is taken constructively to improve customer interactions going forward.

Booking agent a nightmare!!!! A 5+day holiday and we had to use one towel per family member for the full stay and no access to a broom, so beach sand on floors was irritating. One key - making it impossible when I wanted to do something else with my youngest while my oldest went on hikes. Agent refused to take our calls and ignored all delivered messages. Staff were lovely, but could not help unless we got the go ahead from the booking agent. Eventually they did assist on our last day with a spare key, and used there key to give us asses to a broom in a locked cupboard in our room, but it was a mission and on the last day. The booking agent was a phantom, which would not have been a problem if they allowed their willing but not enabled staff to help with the basics. Pity - an agent can drag an experience down. On arrival there was such a lovely gesture of champagne and chocolate etc, that was special. When an agent is not available they should at the very least give a forwarding number. To make such and effort and not get the basics right is a pity.

We booked through Qantas. While in Johannesburg, we realised that we would be arriving soon after midnight. We tried phoning the number and it went to voicemail. We tried again and this time received a message saying that the phone was no longer connected. We tried emailing the hotel but received an unhelpful automated response. We contacted Qantas who after no success managed to get through to the owner and provided a completely different number from the one noted input booking form. We have tried the new number but have had no success. Recommendation - be careful when booking through Qantas and stay at the excellent Waterfront Village rather than rely on private owners of suites in Cape Royale.

What should have been an amazing experience in Cape Town unfortunately turned into a disappointing one. Upon arriving at the apartment after a long flight, I was informed that my unit was not ready, so I had to leave and find dinner while waiting for access. After travelling, this was far from ideal. In addition, the apartment itself did not match the pictures advertised online and felt highly overrated and overpriced for what was offered. In terms of staff, the only person who treated guests with dignity and respect was the lady at reception. Unfortunately, most of the other staff members I interacted with were rude and unapproachable, particularly the security staff. Communication often felt dismissive and arrogant, as though guests were an inconvenience rather than valued customers. During my stay, my key fob stopped working and when I asked for assistance, I was met with attitude rather than help. On several occasions, I was left waiting outside for someone to resolve the issue because staff were unwilling to assist promptly. Overall, despite paying a significant amount to stay at the property, I did not feel welcomed. This experience fell far below expectations, and I would strongly recommend that anyone looking for accommodation in Cape Town consider other options.