Distressed Hotel Guest

Review for Cape Town Lodge Hotel (Stayed 1–6 July 2025) ⭐☆☆☆☆

My stay at Cape Town Lodge Hotel was extremely disappointing and distressing. I respected the hotel’s non-smoking policy and made sure to smoke only in the designated areas outside, as directed by reception. I disposed of the cigarette butts in the room dustbin rather than littering in the street, as no one informed me that this was not allowed. Upon checkout, I was unexpectedly told to wait while they inspected the room—something I’ve never experienced at any other hotel.

While in a rush to catch my flight, I was told that a fine of R1500 would be charged due to the smell of smoke and cigarette butts found in the bin and on the window ledge (note: one of which was not mine). I calmly explained that I was a single mom, could not afford the fine, and had an Uber waiting to take me to the airport. Despite this, the manager locked the door with a chain and physically would not allow me to leave until I paid.

I was visibly distressed, kept repeating that I would miss my flight, and pleaded to speak with a senior manager. After repeatedly asking, the manager on duty eventually stepped away to make a call, and I was finally let out—feeling like I had been treated like a ********. This experience caused immense stress to me and my 15-year-old daughter, especially considering we had just left a difficult personal situation. I even suffered a panic attack on the flight back to Johannesburg as a result of the anxiety.

After returning home, I contacted the hotel and was promised a call from the GM. I eventually called her myself, but she was rude, dismissive, and defensive—refusing to listen to my side of the story. She offered no empathy or responsibility, only excuses.

Throughout my stay, I didn’t complain once about the loud music from the nightclub below or the noise from neighboring rooms, even though my daughter was in Cape Town for an important ice hockey tournament and needed proper rest. I was a peaceful and respectful guest and feel completely let down by the way I was treated.

This experience has not only affected me emotionally but also financially—I had to rebook my flight (R400 extra) due to the lack of flexibility around late check-out, and I lost money on my cancelled Uber.

I urge management at Cape Town Lodge to seriously reconsider how they treat guests, especially those in vulnerable situations. Staff and leadership need urgent training in guest relations, empathy, and professionalism.