Cape Town Lodge Hotel

At the beginning of April, I stayed at Cape Town Lodge Hotel with a group, occupying four rooms. At check-in, the hotel charged a security deposit for each room to cover any potential minibar consumption or other incidental expenses, which is perfectly understandable. As we had a very early flight, we arranged an early check-out in advance, including takeaway breakfast boxes. Unfortunately, getting our deposits back turned into a completely different experience. On the morning of our departure, the staff did not have the capacity to inspect all four rooms promptly. After waiting for more than 20 minutes, we simply could not wait any longer without risking missing our flight. We therefore left, expecting that the refund could easily be resolved electronically afterwards. Unfortunately, that was only the beginning of the problem. My first email went unanswered for more than a month. After following up repeatedly and exchanging several more emails, my request for the refund of ZAR 2,400 (approximately EUR 130) eventually reached the hotel’s Financial Manager. Despite this, I have still not received the money to this day. Even escalating the matter to the General Manager did not help. I find this extremely disappointing and unacceptable. The hotel has retained ZAR 2,400 of our money for months, despite numerous attempts to resolve the matter directly and professionally. I genuinely did not expect this from a hotel of this standard. At this point, I am not sure what disappoints me more — the financial loss itself or the way the hotel has handled the situation and its communication with a guest trying to recover money that should have been refunded. A very disappointing end to what otherwise could have been a perfectly normal stay.

They held the deposit then didn't return at the end of stay. They told me to reach out to finance team which I did. It's been more than 3 months and I still have not received my deposit back.

Horrendous stay! Noisy, unfriendly and dated hotel! First put me in a room on the 7th floor next to a room under renovation, then I had to stay in an interior room but woke up at 3am with noise from dripping water from the air con units. Security could hear the noise but nothing they could do. Everyday at 7.30-8am construction noise all over the hotel, it was a stay from hell! Also, VERY dodgy area!