O’Two Boutique Hotel — Hotel in Mouille Point

The hotel is gorgeous, very clean, and views are breathtaking and the location is perfect. The front desk staff downstairs are very hospitable but the cleaners are a bit incompetent and they have very creative ways of stealing your things. We ordered from the hotel at 7pm. When we didn’t get our food by 9pm, they told us the food wasn’t prepared and the kitchen had already closed. So we had to wait another hour for them to order us food from Bobo’s across the street. They did bring us an “apology” bottle of champagne for the inconvenience. We also noticed that they kept moving things around that we purposely set in specific places. I like for my tissues, eye mask, lotion and bonnet to be kept next to my bed but they kept moving them to different parts of the room everytime they serviced it. They placed my night bonnet on top of caps which isn’t sanitary because caps are worn outside but my bonnet that I sleep in was placed on top of them. Their website says they offer airport shuttle pickup but when you call them about the shuttle, they say it’s $50USD. We knew they were trying to get over because Ubers in South Africa are extremely cheap so them advertising an airport shuttle is very deceiving. As far as the stealing part, all the other nights there, they either folded our throw blanket up or laid it across the bed. The day before we left, all of a sudden the blanket went missing. The morning of our checkout, my wife found it balled up in the closet unfolded. About 30 mins after we checked out and left, they texted a picture of some dresses my wife had been looking for, telling us we left them while knowing we were rushing to catch a flight and had no time to come back and retrieve them. My wife said those dresses were on top of the blanket that they balled up and threw into the closet. I feel like this was strategically done to take our things while acting like we “forgot” them. Because if they had folded the blanket like they did all the other days, and placing it somewhere visible instead of just balling it up and hiding it in the closet, we wouldn’t have left those dresses but apparently they need the clothes more than we do so I told them they can have them. We also found that the cleaners always expected us to speak first, as if WE aren’t the paying guests in the establishment. If you don’t speak first they won’t greet you at all (but I find that customer service is bad all across South Africa because the cleaning staff was the same in the Johannesburg hotels...

I stayed at the Mouille Point property in July with my partner. I started out in a Queen room and quickly upgraded to a penthouse suite to have more space for the two of us. On day 3 of our stay, a hotel cleaning staff stole $100 out of my locked wallet ( I was instructed by management that I had to put alleged because it is against South African law to accuse someone without proof. He also mentioned that the hotel had pursued legal action in the past. Not sure if that was a threat), and the items in my boyfriend's bag were riffled through and put back in the wrong place. We must have surprised her when we came back in the room as she started hurrying about cleaning and washing our dishes with her hands (and no soap). We asked her to bring back dish soap, which we never got. She left so fast that she left the cleaning spray bottle. She didn't come back to retrieve it herself, she sent someone else. Her erratic behavior is what made me check my bag to find the money missing.

While getting your money stolen on vacation sucks, that was not the worst part of the stay, it was Management's handling of the issue that really left a sour taste in my mouth. I reported it immediately and was told that they would "investigate". All this meant for them was they would look at the cameras to see who entered my room. And no one else had entered but her, 10 minutes before we came back to our room, but she had not cleaned anything in the room when we arrived. She was just starting. The easiest way to handle this would have been to credit my hotel bill by $100, but that never occurred to Management. Instead, I spent 1.5 hours at check out giving a statement to the police at the persistence of Management. In hindsight, this police filing was not for my benefit at all and was more for the hotel's purposes. I still left without my $100 and nothing was done to rectify the issue. A police investigation was initiated, which was still ongoing when I left the country.

Prior to the incident, I thought the service was great. The room was good but there were some obvious housekeeping misses (i.e. hair on the floor when I checked into the new room and the cleanliness of the dishes is suspect given what we saw). I absolutely hated the spray that housekeeping sprayed on the sheets. It gave me a headache and made my...

DO NOT STAY HERE! Our Honeymoon Was Ruined by Weak A/C, Terrible Customer Service and Dishonest Management

We booked this hotel to celebrate our honeymoon in Cape Town, expecting a 5-star experience, but instead, we faced air conditioning that was very weak, dismissive staff, and the worst customer service we’ve ever encountered.

The Air Conditioning Disaster: After our first uncomfortable night, we informed the hotel that the air conditioning was not functioning properly. We set the thermostat to 18°C (64°F), but the room never came close to cooling to that temperature - prob hovering around 76 F. They assured us it would be fixed while we were out for the day. However, upon our return, nothing had changed. The room remained stifling, making it impossible to sleep comfortably. In desperation, my wife resorted to sleeping with a wet towel just to find some relief. At 1 am, unable to bear the heat any longer, we called the front desk to request a room change, only to be told the hotel was fully booked. Our only option was to leave at 2 am and find another hotel just to get some rest.

(We went to the Capital Mirage Hotel - they couldn’t have been more accommodating at 2 am and the rooms are much bigger that the O Two with functioning A/C. We DEF recommend this hotel)

Management’s Rudeness and Gaslighting:

When we contacted the hotel the next day to discuss a refund for the two nights we wouldn’t be staying and explain the only option we had after allowing them the opportunity to fix the ac and request to switch to another room, we encountered Jason, the General Manager, who was shockingly rude and condescending. Rather than listening, he dismissed our concerns, insisting the air conditioning was “working just fine” – essentially gaslighting us about the situation.

This experience was deeply disappointing, especially given the high expectations that come with a supposed “5-star hotel”. We just wanted a fair resolution and a comfortable stay for our honeymoon, but we left frustrated, exhausted, and feeling completely disregarded.

BUYER BEWARE! If you’re looking for a nice hotel with fully functioning A/C and that values its guests, DO NOT stay here. They clearly have no concern for guest comfort or honest...