CC
Cassuarina Cape Royale
Unclaimed Business
CC
Cassuarina Cape Royale
Unclaimed Business
0 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#7
in Wellness & Beauty
NPS Score
0
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceRK
R K
1 reviews | Active since Jan 2020
22 Feb 2025, 10:31
ABSOLUTE WORST!!!!!
If I could give 0, I would! Please, DO NOT waste your money! I bought an Extreme Deluxe Couple Spa voucher on Hyperli - paid a lot of money. My first problem was that I struggled for more than a week to get hold of them on the phone to make a booking - phoned more than once a day to try and make a booking! When we arrived, the only person that was friendly, was the doorman at the Cape Royal Hotel - 100% for him!!! When we arrived upstairs at the spa, the rudest woman was at reception, shouting where is my voucher. No welcome drink, as per the voucher, was ever offered. When we went to the darkest room ever, we were told to get undressed and lay down - no problem. But when the massaging started, OMW, NO SMELL AT ALL of any of the oils that they used, nothing at all. The only smell that we could smell, was when they did the "facial" - that smelled like Lux soap. My "head massage" was just the lady scratching my hair around - my husband's "the******" kept on going out in the middle of the sessions. When she left again during the head massage, he looked over at me to see how I was doing - my "the******" was sitting on her cellphone!!! After this whole ordeal, we were told to go take all our belongings and go to the sauna. When we got there, the lady left us alone to get into sauna - first thing I saw was the ****roaches!!! I refused to go in there. My husband thought, ok, there is a shower, lets wash off all this disgusting oils. He was just OPENING the taps and a RUDE lady burst into the room - with my husband semi naked to get into the shower!!!! Shouting that we must pay R150 before we can shower!!! OH MY WORD!!!! Shouting that the the****** told us - which THEY DID NOT!!! And besides the point, you cannot just burst into a room with semi naked people????? We got dressed and was about to leave, but the RUDE reception lady told us we must pay R150 for the shower - it says so on our voucher, according to her. I insisted that she shows me where it stands on the voucher - she could not show it on my voucher. She tried to go on that we must pay, but we were not going to pay for something we did not use. Goodness, please do not waste your money. If I knew what I know now, I would have never bought this voucher. THE ABSOLUTE WORST SPA TREATMENT I HAVE EVER HAD!!!!
Helpful (0)
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R K
1 reviews | Active since Jan 2020
22 Feb 2025, 10:31
ABSOLUTE WORST!!!!!
If I could give 0, I would! Please, DO NOT waste your money! I bought an Extreme Deluxe Couple Spa voucher on Hyperli - paid a lot of money. My first problem was that I struggled for more than a week to get hold of them on the phone to make a booking - phoned more than once a day to try and make a booking! When we arrived, the only person that was friendly, was the doorman at the Cape Royal Hotel - 100% for him!!! When we arrived upstairs at the spa, the rudest woman was at reception, shouting where is my voucher. No welcome drink, as per the voucher, was ever offered. When we went to the darkest room ever, we were told to get undressed and lay down - no problem. But when the massaging started, OMW, NO SMELL AT ALL of any of the oils that they used, nothing at all. The only smell that we could smell, was when they did the "facial" - that smelled like Lux soap. My "head massage" was just the lady scratching my hair around - my husband's "the******" kept on going out in the middle of the sessions. When she left again during the head massage, he looked over at me to see how I was doing - my "the******" was sitting on her cellphone!!! After this whole ordeal, we were told to go take all our belongings and go to the sauna. When we got there, the lady left us alone to get into sauna - first thing I saw was the ****roaches!!! I refused to go in there. My husband thought, ok, there is a shower, lets wash off all this disgusting oils. He was just OPENING the taps and a RUDE lady burst into the room - with my husband semi naked to get into the shower!!!! Shouting that we must pay R150 before we can shower!!! OH MY WORD!!!! Shouting that the the****** told us - which THEY DID NOT!!! And besides the point, you cannot just burst into a room with semi naked people????? We got dressed and was about to leave, but the RUDE reception lady told us we must pay R150 for the shower - it says so on our voucher, according to her. I insisted that she shows me where it stands on the voucher - she could not show it on my voucher. She tried to go on that we must pay, but we were not going to pay for something we did not use. Goodness, please do not waste your money. If I knew what I know now, I would have never bought this voucher. THE ABSOLUTE WORST SPA TREATMENT I HAVE EVER HAD!!!!
0
Replies (0)RO
ZN
Zamah N
1 reviews | Active since Jan 2020
7 Feb 2025, 10:55
A Truly Disappointing and Unacceptable Experience
I rarely feel compelled to write reviews, but after the disgraceful treatment, I cannot remain silent. I am beyond disappointed and deeply frustrated with the overall lack of professionalism and basic hospitality that we experienced on such a special occasion. This was, without exaggeration, one of the worst customer service experiences I have encountered - and so early in the year. From the moment we arrived, particularly, the reception manager, Shahida, was cold, unwelcoming, and downright rude. There was no genuine greeting, just a rushed and dismissive attitude. It was immediately clear that we were not valued as guests, but rather treated as an inconvenience. Shahida's impolite telephone conversation with me also added to the negative atmosphere. How can a "wellness centre", which claims to be a place of relaxation, treat guests with such disdain? It was apparent that the manager, Shahida, was more concerned with whatever was happening around her than with properly engaging with us. We felt like mere afterthought, and the experience only worsened as the visit went on. At one point, we were interrupted while getting into our gowns—barely allowed a moment of privacy after the sauna—and Shahida had the nerve to pop her head into the room and rush us whilst getting dressed! To make matters worse, her colleagues were forced to apologise for her actions when we voiced our concerns. That, in itself, speaks volumes. The state of the facilities was equally appalling. Not only was there an unpleasant stale odour in various areas, but maintenance noises disrupted our treatments, further ruining the atmosphere. The sauna room floor was dangerously slippery, with our slippers sticking to it. The massage room was no better—stuffy and unclean, with an overwhelming smell as though it had been hastily prepared for us. I left with a blocked nose, and I don’t suffer from sinus issues. If this is a case of poor turnaround management, then better planning is clearly needed. My partner also noticed ****roaches in the bathroom. This is unacceptable in any establishment, let alone one that claims to offer a premium wellness experience! The general lack of cleanliness and attention to detail is nothing short of shocking. To make matters worse, we had to ask for basic items that should have been provided. The towels and gowns smelled unpleasant, and there were items omitted from the treatment until I had to specifically request it. It was glaringly clear that your priority was not delivering a quality experience but simply ushering us through as quickly as possible, with an apparent focus on financial gain rather than genuine care for guest experience. I am livid. What was supposed to be a special occasion turned into an ordeal of frustration, discomfort, and outright disappointment. We paid for an experience that should have been relaxing and rejuvenating, but instead, we were met with unprofessionalism, dirty facilities, and an overall lack of respect. I strongly urge your management to reassess Shahida's approach to customer service and oversee hygiene standards. This is a deeply embarrassing reflection on your establishment. What we experienced was nothing short of disgraceful. I am absolutely disgusted.
Helpful (0)
|Replies (0)ZN
Zamah N
1 reviews | Active since Jan 2020
7 Feb 2025, 10:55
A Truly Disappointing and Unacceptable Experience
I rarely feel compelled to write reviews, but after the disgraceful treatment, I cannot remain silent. I am beyond disappointed and deeply frustrated with the overall lack of professionalism and basic hospitality that we experienced on such a special occasion. This was, without exaggeration, one of the worst customer service experiences I have encountered - and so early in the year. From the moment we arrived, particularly, the reception manager, Shahida, was cold, unwelcoming, and downright rude. There was no genuine greeting, just a rushed and dismissive attitude. It was immediately clear that we were not valued as guests, but rather treated as an inconvenience. Shahida's impolite telephone conversation with me also added to the negative atmosphere. How can a "wellness centre", which claims to be a place of relaxation, treat guests with such disdain? It was apparent that the manager, Shahida, was more concerned with whatever was happening around her than with properly engaging with us. We felt like mere afterthought, and the experience only worsened as the visit went on. At one point, we were interrupted while getting into our gowns—barely allowed a moment of privacy after the sauna—and Shahida had the nerve to pop her head into the room and rush us whilst getting dressed! To make matters worse, her colleagues were forced to apologise for her actions when we voiced our concerns. That, in itself, speaks volumes. The state of the facilities was equally appalling. Not only was there an unpleasant stale odour in various areas, but maintenance noises disrupted our treatments, further ruining the atmosphere. The sauna room floor was dangerously slippery, with our slippers sticking to it. The massage room was no better—stuffy and unclean, with an overwhelming smell as though it had been hastily prepared for us. I left with a blocked nose, and I don’t suffer from sinus issues. If this is a case of poor turnaround management, then better planning is clearly needed. My partner also noticed ****roaches in the bathroom. This is unacceptable in any establishment, let alone one that claims to offer a premium wellness experience! The general lack of cleanliness and attention to detail is nothing short of shocking. To make matters worse, we had to ask for basic items that should have been provided. The towels and gowns smelled unpleasant, and there were items omitted from the treatment until I had to specifically request it. It was glaringly clear that your priority was not delivering a quality experience but simply ushering us through as quickly as possible, with an apparent focus on financial gain rather than genuine care for guest experience. I am livid. What was supposed to be a special occasion turned into an ordeal of frustration, discomfort, and outright disappointment. We paid for an experience that should have been relaxing and rejuvenating, but instead, we were met with unprofessionalism, dirty facilities, and an overall lack of respect. I strongly urge your management to reassess Shahida's approach to customer service and oversee hygiene standards. This is a deeply embarrassing reflection on your establishment. What we experienced was nothing short of disgraceful. I am absolutely disgusted.
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Replies (0)XB
Xolelwa B
1 reviews | Active since Jan 2020
10 Jan 2025, 09:30
Complaint
I have been trying to contact them to make a booking they not answering their phone and I have spent more R150 airtime just to try and get through and make an appointment for my coupon that is about to expire soon. I am really not happy about this.
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Xolelwa B
1 reviews | Active since Jan 2020
10 Jan 2025, 09:30
Complaint
I have been trying to contact them to make a booking they not answering their phone and I have spent more R150 airtime just to try and get through and make an appointment for my coupon that is about to expire soon. I am really not happy about this.
0
Replies (0)TW
Tahlia W
1 reviews | Active since Jan 2020
28 Dec 2024, 11:43
Do not recommend at all!
At Casuarina Wellness Spa, I had a bad experience. The actual massage was badly performed, feeling rushed and with uneven pressure. The room wasn't clean, my towel i was told to lay on felt like it was full of oil from the previous massage and the the****** seems inexperienced. All in all, I didn't have the peaceful experience I had hoped for, and I was more tense when I left than when I started. I would NOT recommend it.
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Tahlia W
1 reviews | Active since Jan 2020
28 Dec 2024, 11:43
Do not recommend at all!
At Casuarina Wellness Spa, I had a bad experience. The actual massage was badly performed, feeling rushed and with uneven pressure. The room wasn't clean, my towel i was told to lay on felt like it was full of oil from the previous massage and the the****** seems inexperienced. All in all, I didn't have the peaceful experience I had hoped for, and I was more tense when I left than when I started. I would NOT recommend it.
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Nuri D
1 reviews | Active since Jan 2020
18 Sept 2024, 08:18
The Worst Spa in Cape Town!!!
"I'm extremely disappointed with Casuarina Wellness Spa. Booked a half-day couples package for my anniversary, but staff incompetence and unprofessionalism ruined the experience. I requested and confirmed my 3 pm booking that was changed to 9 am by the employee. Staff didn't apologize and shifted blame. Reception area was unmanned, and staff discussed my issue in front of me. Multiple attempts to contact the spa for a refund have been ignored. Hyperli advised the merchant (Casuarina Spa) redeemed my voucher, making refund impossible. The lack of accountability and poor service has left a sour taste. Avoid this spa!"
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Nuri D
1 reviews | Active since Jan 2020
18 Sept 2024, 08:18
The Worst Spa in Cape Town!!!
"I'm extremely disappointed with Casuarina Wellness Spa. Booked a half-day couples package for my anniversary, but staff incompetence and unprofessionalism ruined the experience. I requested and confirmed my 3 pm booking that was changed to 9 am by the employee. Staff didn't apologize and shifted blame. Reception area was unmanned, and staff discussed my issue in front of me. Multiple attempts to contact the spa for a refund have been ignored. Hyperli advised the merchant (Casuarina Spa) redeemed my voucher, making refund impossible. The lack of accountability and poor service has left a sour taste. Avoid this spa!"
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Melanie R
1 reviews | Active since Jan 2020
26 Aug 2024, 15:28
Poor service delivery on Wikideals voucher
I was a part of 4 ladies, on a Wiki deals voucher. First, the venues were mixed up, as per my friend, who visited Causarina the previous day on the same voucher. Waterfront's branch said we should be in Green Point, where as it was a different story on the previous day, as per my friend. Once we got to the Green Point venue, no welcome drinks were offered, as stated on voucher info, and when we asked after it, they just brought lemon water, no options as advertised on the wikideals voucher. When we asked them to send water for the other 2 ladies, we were told that they were too far in the building and wouldn't be getting any. No hot compress was offered, too, as stated again on the wikideals voucher. The mini head massage was under 10min long, and the swedish or aromatherapy body massage options weren't offered to us as well, as per the voucher. The masseuses just started massaging.
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Melanie R
1 reviews | Active since Jan 2020
26 Aug 2024, 15:28
Poor service delivery on Wikideals voucher
I was a part of 4 ladies, on a Wiki deals voucher. First, the venues were mixed up, as per my friend, who visited Causarina the previous day on the same voucher. Waterfront's branch said we should be in Green Point, where as it was a different story on the previous day, as per my friend. Once we got to the Green Point venue, no welcome drinks were offered, as stated on voucher info, and when we asked after it, they just brought lemon water, no options as advertised on the wikideals voucher. When we asked them to send water for the other 2 ladies, we were told that they were too far in the building and wouldn't be getting any. No hot compress was offered, too, as stated again on the wikideals voucher. The mini head massage was under 10min long, and the swedish or aromatherapy body massage options weren't offered to us as well, as per the voucher. The masseuses just started massaging.
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Tammy H
1 reviews | Active since Jan 2020
6 May 2024, 05:12
Oiled up an totally unsatisfied
Firstly, I'll start by saying I'm not one to easily complain but my experience was terrible and there was much left to be desired. I bought a "cloud 9 experience", wikideals voucher for my husband and I which I have done so many times before. I'd kept it for a few months until we really needed it. When I tried to make a booking, the lady told me that the day I wanted to book for was not for valid for my voucher value. This already put me off but I was looking forward to the massage because I was really sore and tense and because we've been multiple times and we've always enjoyed it. . We got there 30min early. No welcome water offered. We did not receive the hot compress with lavender and eucalyptus either. In fact of all the times I've booked and this was included in the package, I've only ever gotten it once. Don't advertise for it, if you are not offering it. The overall experience made both of us feeling really uncomfortable. There was no background music, so you could hear everything from the chairs knocking to the masseuse yawning multiple times and them whispering to eachother. We weren't asked if we would like to do a Swedish massage or aromatherapy or whether we would like a mani or pedi, they just proceeded to do their own thing. The scrub felt dragged out, like they were trying to waste time. Although the products made my feet feel soft. When it came to the back & neck part of the massage, I was really looking forward to it because as mentioned, my muscles were really tense. I'm not sure if these ladies are students but are definitely unskilled. She proceeded to pour oil from the bottle directly onto my spinal area. That's already a no no. The massage was un oil rub essentially, with little to no effort. There was no scent. In the the end I felt so uncomfortable and was left completely drenched in oil and totally unsatisfied. Even the head massage was a head scratch with no effort. Instead of feeling relaxed by this experience, it made me more tense. My husband agreed that this was the worst and most uncomfortable massage experience.
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|Replies (0)TH
Tammy H
1 reviews | Active since Jan 2020
6 May 2024, 05:12
Oiled up an totally unsatisfied
Firstly, I'll start by saying I'm not one to easily complain but my experience was terrible and there was much left to be desired. I bought a "cloud 9 experience", wikideals voucher for my husband and I which I have done so many times before. I'd kept it for a few months until we really needed it. When I tried to make a booking, the lady told me that the day I wanted to book for was not for valid for my voucher value. This already put me off but I was looking forward to the massage because I was really sore and tense and because we've been multiple times and we've always enjoyed it. . We got there 30min early. No welcome water offered. We did not receive the hot compress with lavender and eucalyptus either. In fact of all the times I've booked and this was included in the package, I've only ever gotten it once. Don't advertise for it, if you are not offering it. The overall experience made both of us feeling really uncomfortable. There was no background music, so you could hear everything from the chairs knocking to the masseuse yawning multiple times and them whispering to eachother. We weren't asked if we would like to do a Swedish massage or aromatherapy or whether we would like a mani or pedi, they just proceeded to do their own thing. The scrub felt dragged out, like they were trying to waste time. Although the products made my feet feel soft. When it came to the back & neck part of the massage, I was really looking forward to it because as mentioned, my muscles were really tense. I'm not sure if these ladies are students but are definitely unskilled. She proceeded to pour oil from the bottle directly onto my spinal area. That's already a no no. The massage was un oil rub essentially, with little to no effort. There was no scent. In the the end I felt so uncomfortable and was left completely drenched in oil and totally unsatisfied. Even the head massage was a head scratch with no effort. Instead of feeling relaxed by this experience, it made me more tense. My husband agreed that this was the worst and most uncomfortable massage experience.
0
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