DoubleTree by Hilton Cape Town - Upper Eastside

Door made a loud noise when other doors closed in the hall. Too expensive for location, for that amount breakfast should be included.

Breakfast was great. It was also warming to be around a close environment to V&A. The People were welcoming.

Room was not as comfortable. some lights were not working

Staff were friendly and accommodating to my daughter.

The shower heads where small, difficult to enjoy a good shower with a small child.

I am writing to formally raise a complaint regarding the extremely poor and disappointing service my daughter and I experienced during breakfast at your hotel. From the moment we arrived, we felt unwelcome and disregarded. Upon reaching the breakfast area, the receptionist remained on a phone call for an extended period without acknowledging us at all. We stood waiting, unsure of what to do, until someone shouted from a distance telling us to sit down because she was on the phone. As first-time guests at your hotel, we were unfamiliar with the breakfast process and expected at least a basic welcome or explanation, which we did not receive. After waiting for over 20 minutes without assistance, we eventually got up to serve ourselves. Unfortunately, there were flies on the food. When I brought this to the attention of a staff member standing nearby, she showed no concern and did nothing to address the issue. We also requested tea, which took a very long time to arrive and was missing the lemon I had specifically asked for. What made this experience even more distressing was the clear difference in how we were treated compared to another couple who arrived after us. They were warmly welcomed, offered assistance with ordering food, repeatedly checked on, and their table was cleared promptly. Meanwhile, our dirty plates remained on the table, and no one checked on us at all. This treatment was shocking and deeply hurtful. My daughter eventually said we should leave, stating that she would never want to return to a place where we were made to feel so inferior. We have stayed in many hotels before, and this was by far one of the worst experiences we have ever had. I trust that you will take this matter seriously, investigate the conduct of your staff, and ensure that no other guests are made to feel the way we did. I look forward to your response.

Didn't eat breakfast. Room was adequate. Bed was comfortable

No views.