Habitat Aparthotel by Totalstay — Hotel in City Centre

Lets start at the beginning.|We booked our trip on Agoda, upon check in we are told by Philip and another staff member the booking was not paid. Obviously at this time I am really confused, so I advise on my end it shows paid, can you please help me get this sorted. Now this has happened before, but the hotel at the time got this sorted. The response from Philip and the staff member was "we can't help you, you need to sort it out". Needless to say I got it sorted. OK check in sorted... I ask for 2 rooms next to each other as the website states the request can only be done upon arrival. The response to this was "no we cannot do that, we are fully booked and too busy to shift rooms around". Cool we accept and go to assigned rooms. We get to the room, there is literally only one of each cutlery items. I call reception for towels... I am yet to receive it. They advertised a jacuzzi / hot tub at an additional cost. I ask the staff if we can use "it's not ready for guests yet". OK so you false advertise!!! You get a free coffee daily... When and if the kitchen is open. You can hear the air-conditioning pipes from your room which is extremely annoying. We went for breakfast, short staffed and the chef is a waiter, cleaner and looks exhausted. He's service was amazing though. The one room had a smell from the shower drain which was disgusting. Upon check out, I am not told about the security deposit refund. My friend tells me you need to provide them with the card for a refund. So I make my way to the reception and enquire why I was not told... The answer "I did not book you in so I did not know" well surely you have a system!!!! Overall a terrible experience... If mediocre, 1 star service is what you like, then...

Lets start at the beginning. We booked our trip on Agoda, upon check in we are told by Philip and another staff member the booking was not paid. Obviously at this time I am really confused, so I advise on my end it shows paid, can you please help me get this sorted. Now this has happened before, but the hotel at the time got this sorted. The response from Philip and the staff member was "we can't help you, you need to sort it out". Needless to say I got it sorted. OK check in sorted... I ask for 2 rooms next to each other as the website states the request can only be done upon arrival. The response to this was "no we cannot do that, we are fully booked and too busy to shift rooms around". Cool we accept and go to assigned rooms. We get to the room, there is literally only one of each cutlery items. I call reception for towels... I am yet to receive it. They advertised a jacuzzi / hot tub at an additional cost. I ask the staff if we can use "it's not ready for guests yet". OK so you false advertise!!! You get a free coffee daily... When and if the kitchen is open. You can hear the air-conditioning pipes from your room which is extremely annoying. We went for breakfast, short staffed and the chef is a waiter, cleaner and looks exhausted. He's service was amazing though. The one room had a smell from the shower drain which was disgusting. Upon check out, I am not told about the security deposit refund. My friend tells me you need to provide them with the card for a refund. So I make my way to the reception and enquire why was not told... The answer "I did not book you in so I did not know" well surely have a system!!!! Overall a terrible experience... If mediocre, 1 star service is what you like, then...

Our experience at Habitat Apart Hotel by Totalstay was highly disappointing and fell far short of expectations. While the rooms are small, clean, and serviced, the advertising is misleading. The rooftop is closed, leaving no proper outdoor space except the very unsafe Adderley Street. There’s no parking available, and the lack of basic customer care skills from the staff is frustrating.

If you encounter an issue in the evening, you’re told to wait for the manager the next day, who is only available until 4 pm. On our first night, we didn’t even have a key and had to rely on security to open the door until morning—completely unacceptable. The safe in the room wasn’t usable and was never reset despite repeated requests.

Cooking in the room is impractical, as there’s minimal kitchenware—no strainer, peeler, or even a decent knife, just cutlery and a toaster. When you check in, you’re explicitly told that any amenities like tea, coffee, or toilet paper provided initially won’t be replenished, leaving guests to fend for themselves.

The gym is severely under-equipped, lacking even basic dumbbells or weights. During our 7-night stay, the sheets were never changed. Worse, the building claims to be non-smoking, but people smoke in their rooms, leaving you constantly exposed to the smells of tobacco and weed.

Overall, this property did not meet our expectations in any way. The lack of care, organization, and basic amenities made this a frustrating and regrettable stay. Not worth the...