Hyatt Regency Cape Town — Hotel in City Centre

This hotel has some positive attributes, but they are overshadowed by the incompetence of the people at the front desk. Their inability to keep their records straight cast a dark shadow on our vacation and felt like a scam.

We booked two rooms -- one for our son and one for my husband and me -- for two nights. The reservation was made months in advance. At the time, their staff emailed me to say they could not charge the first night to our credit card because I would have to be there to physically present the card (!!), so we had to pay using a Nedbank link they sent us. Fortunately, I kept that receipt. We used our credit card to pay for the second night when we checked in.

The next morning, we were called down to the front desk because they said they had no record of the Nedbank payment. I presented the electronic receipt with the confirmation numbers, but the two women at the desk said they had no record of those numbers. After a confusing discussion, they told me not to worry about it because someone else would be able to find the numbers in their system. This made no sense to me, but I assumed the matter was settled.

On the morning we checked out -- when we had a driver waiting to take us to our next destination -- we were informed that my son owed an additional 9,810 ZAR because he had booked two additional rooms but the guests were no-shows. There was NEVER anyone else in our party but the three of us, as evidenced by the many emails I sent when making the arrangements -- including arrangements for the hotel shuttle to pick up the THREE of us and no one else.

I explained this to the manager and said I did not want to leave without a receipt showing that our bill was paid in full, but he said he would have to speak with the person who checked us in, and that person would not be on duty until 2 p.m. I was required to sign a sheet stating that I understood we were liable for any accrued charges. Our driver had been waiting for us for some time already due to this unexpected turn of events, and I was very flustered.

The manager asked for my email address and assured me that after confirming the details with the person who checked us in, he would send me an email showing a zero balance. Eight days later, I have not received an email.

This incident was foremost in my mind for our entire vacation. I was embarrassed in front of other guests in the lobby and have had to worry that the Hyatt -- a hotel chain I had previously respected -- was going to charge us for rooms booked by some phantom no-show guests.

I don't care what amenities a hotel offers. If the staff cannot keep accurate records or accurately record reservations, planning to stay there is very...

Pretty rough experience here. For one, the staff is extremely problematic… I had multiple instances of staff entering my room while I was in the room napping with the “do not disturb sign” on the door from day one of my stay.

Day two was more exciting. When I got out of bed, I stepped in a large puddle of water - my room had taken on quite a bit of water overnight from the rain outside.

The staff generously offered to move me to a suite, but it was just too big for me and I really didn’t want/need all the space, so I asked to be moved to a normal room similar to my last one. They seemed offended that I declined the suite… I didn’t ask for my room to flood, and it’s not my fault, so it was confusing that they seemed irritated by this… Plus, this is a “5-star” hotel in 2023. Figure out how to keep rain out of a hotel room.

Housekeeping was a mess… one morning I asked if they could send housekeeping early since I was leaving for 3 hours. They said yes. I got back, the room wasn’t cleaned. So I called and said “you told me you’d clean the room 3 hours ago. I’m going to the gym now for an hour, can you send someone?” They said yes. 1 hour later, still nothing.

The Customer service here is just HORRIBLE. This is supposed to be a 5-star hotel, and these are basic things!!!

Finally, something that really aggravated me… I went to the front desk to ask for directions, and a manager was on her cell phone. I waited there for 2 minutes, and she never once looked up from her phone. I gave up and walked away and she never even realized I had been there 1 foot from her. It was embarrassing.

I’ve been traveling around Africa a lot recently and stayed at plenty of hotels with much better products than this one, that would LOVE to call themselves 5-stars, but can’t. This hotel is 2-star at best, and I spend 300+ nights a year on the road and have pretty low expectations…

The breakfast team was awesome. The only ones who seemed to care about my experience and remembered my name and coffee order every single day for 6 days! They should be running the place.

There are plenty of better options in Cape Town, and as a Hyatt Globalist, I can say that this property is not up to par...

I stayed at the Hyatt Regency Cape Town with my mom for a week, and I’m so glad I chose this hotel over anywhere else. One of the main reasons I booked this stay was because breakfast and dinner were included, and the restaurant is fully Halal — which was a huge plus for us.

The room we chose had an incredible view of Table Mountain and Signal Hill. It was spacious, very clean, and well-designed. There’s a bathtub, a huge bed, and a large TV. It truly felt like a relaxing retreat after a long day out.

From the moment we arrived, we were warmly welcomed by Nadine, who kindly assisted us with an early check-in. She truly went above and beyond to make us feel at home from the beginning to the end of our holiday. I still remember how sweet it was of her to call our room on the first day just to check in and see if we needed any assistance. She’s such a sweetheart.

I’d also like to commend Lonke, who greeted my mom and me by our names every single day. He always made our day brighter! His warm smile and genuine kindness never went unnoticed.

A big shoutout as well to Leticia at the café, who is always so cheerful, kind, and full of positive energy.

I also looked forward to seeing Sakhe every day. He always prepared my mom’s coffee, and hot chocolate / tea for me, with sincerity and care.

There’s also Jordi, the gentleman at the egg station during breakfast. One morning, he surprised me by already having my order ready — scrambled eggs and an omelette — exactly how I like them, even before I asked. Such a thoughtful touch!

All of them contributed to making this an unforgettable experience for my mom and me. Even after returning to Singapore, my mom still talks about their top-notch service. I truly hope they know the positive impact they’ve had on us!

Highly recommend this hotel to anyone looking for genuine hospitality, comfort, and...