WH
Westin Hotel
Unclaimed Business
WH
Westin Hotel
Unclaimed Business
2 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|2 Reviews
Jun '25 - May '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About Westin Hotel
Westin Hotel has a TrustIndex of 0 out of 10 on Hellopeter, based on 2 reviews in the last 12 months. Hellopeter has tracked Westin Hotel across 12 total reviews. How is the TrustIndex calculated? →
Recent reviews (2)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceLD
Lukhanyiso D
1 reviews | Active since Jan 2020
18 Oct 2025, 13:22
Public Disappointment with Westin Hotel’s Handling of a Long-Serving Employee
I am publishing this letter to share my deep disappointment with how Westin Hotel has treated my sister, who has dedicated more than a decade to the company. She made a single mistake, leaking a dish of yogurt while preparing to wash it, and was dismissed after many years of loyal service. This response feels disproportionately harsh and neglectful of her long-standing contributions. Key concerns: - Proportionality: A long-serving employee terminated for one isolated lapse, with no clear opportunity for remediation, coaching, or a measured response that reflects her years of loyalty. - Due process: There is no public record of warnings, coaching, or performance discussions leading to dismissal. - Dignity and livelihood: The decision has a significant, negative impact on her and our family, calling into question Westin’s commitment to valuing dedicated employees. - CCMA proceedings: The matter has progressed to the CCMA, with a hearing reportedly scheduled for 10 October 2025 in Cape Town CBD. There are serious concerns about impartiality if the CCMA coordinator is closely aligned with the employer. What I am seeking: - A transparent explanation of the disciplinary process followed, including any warnings, coaching, or performance discussions, and the rationale for dismissal given her tenure and the incident. - Consideration of fairer alternatives (e.g., retraining, probation, or a final written warning) aligned with long service. - Assurance of impartiality in CCMA proceedings, with steps to address any potential bias if raised. - Discussion of possible remedies if the process is found to have been unfair, including reinstatement or compensation where warranted. - A public commitment from Westin to review its disciplinary practices to prevent similar outcomes for other long-serving employees. Context: - The incident involved a single mistake with a yogurt dish, reportedly not repeated. - My sister proceeded with CCMA after dismissal, and we are concerned about the fairness of the process and the treatment of loyal staff. I recognize the need to uphold safety, standards, and brand integrity. However, a fair, transparent process that respects the contributions of long-serving employees is essential to Westin’s values and reputation. This publication aims to encourage accountability, fairness, and constructive reform in employee practices.
Helpful (0)
|Replies (0)LD
Lukhanyiso D
1 reviews | Active since Jan 2020
18 Oct 2025, 13:22
Public Disappointment with Westin Hotel’s Handling of a Long-Serving Employee
I am publishing this letter to share my deep disappointment with how Westin Hotel has treated my sister, who has dedicated more than a decade to the company. She made a single mistake, leaking a dish of yogurt while preparing to wash it, and was dismissed after many years of loyal service. This response feels disproportionately harsh and neglectful of her long-standing contributions. Key concerns: - Proportionality: A long-serving employee terminated for one isolated lapse, with no clear opportunity for remediation, coaching, or a measured response that reflects her years of loyalty. - Due process: There is no public record of warnings, coaching, or performance discussions leading to dismissal. - Dignity and livelihood: The decision has a significant, negative impact on her and our family, calling into question Westin’s commitment to valuing dedicated employees. - CCMA proceedings: The matter has progressed to the CCMA, with a hearing reportedly scheduled for 10 October 2025 in Cape Town CBD. There are serious concerns about impartiality if the CCMA coordinator is closely aligned with the employer. What I am seeking: - A transparent explanation of the disciplinary process followed, including any warnings, coaching, or performance discussions, and the rationale for dismissal given her tenure and the incident. - Consideration of fairer alternatives (e.g., retraining, probation, or a final written warning) aligned with long service. - Assurance of impartiality in CCMA proceedings, with steps to address any potential bias if raised. - Discussion of possible remedies if the process is found to have been unfair, including reinstatement or compensation where warranted. - A public commitment from Westin to review its disciplinary practices to prevent similar outcomes for other long-serving employees. Context: - The incident involved a single mistake with a yogurt dish, reportedly not repeated. - My sister proceeded with CCMA after dismissal, and we are concerned about the fairness of the process and the treatment of loyal staff. I recognize the need to uphold safety, standards, and brand integrity. However, a fair, transparent process that respects the contributions of long-serving employees is essential to Westin’s values and reputation. This publication aims to encourage accountability, fairness, and constructive reform in employee practices.
0
Replies (0)IA
Ikraam A
1 reviews | Active since Jan 2020
1 Sept 2025, 11:44
Disappointed and Disheartened by Our Recent Spa Experience
My wife and I were truly let down by the service we received this past weekend at your spa. We had previously visited for her birthday and were impressed, not just by the treatment itself, but by the thoughtful touches that made the experience feel special. A simple cake with “Happy Birthday” written on it may seem small, but it meant a great deal to us. This time, we returned to celebrate my birthday, expecting the same level of care. Unfortunately, what we received felt impersonal. When our masseuses arrived, they stood in front of us and casually asked each other, “Which one do you want?” A comment that felt shockingly unprofessional and dismissive. We chose your spa for its reputation and ambiance, but this interaction made us feel like we’d walked into a budget facility. We’re deeply disappointed and felt it ruined my special day.
Helpful (0)
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Ikraam A
1 reviews | Active since Jan 2020
1 Sept 2025, 11:44
Disappointed and Disheartened by Our Recent Spa Experience
My wife and I were truly let down by the service we received this past weekend at your spa. We had previously visited for her birthday and were impressed, not just by the treatment itself, but by the thoughtful touches that made the experience feel special. A simple cake with “Happy Birthday” written on it may seem small, but it meant a great deal to us. This time, we returned to celebrate my birthday, expecting the same level of care. Unfortunately, what we received felt impersonal. When our masseuses arrived, they stood in front of us and casually asked each other, “Which one do you want?” A comment that felt shockingly unprofessional and dismissive. We chose your spa for its reputation and ambiance, but this interaction made us feel like we’d walked into a budget facility. We’re deeply disappointed and felt it ruined my special day.
0
Replies (0)MM
Makapa M
1 reviews | Active since Jan 2020
11 Nov 2024, 21:01
Bad Experience at Louis B Bar at Westin CPT
I had a horrible experience at the Westin Cape Town. I was attending the Africa Tech Festival at the CTICC and got invited to a network & drinks session at the Louis B bar. The lady at the Bar reception refused us entry,didnt ask us to show an invitation and would assist us any further. She made us sit and wait and told us whomever invited us must come collect us. We watched her give entry to people arriving except us. We fekt discriminated and classified,is it colour? Is it classism? Please tell us how staff members are trained because they are horrible biased. After many minutes we eventually got in. She didnt even apologise and was clearly aware and intentional in her behaviour. After we left I called the hotel to complain,the call was transferred to the same lady, she told me I can complain to her manager anytime and she dropped the phone. Appalling customer service for a top class 5 star hotel!!! My company uses them all the time but it doesn’t look like we will in future. The Westin staff seem to be classist and discriminatory against people of colour without knowing who we are or why we are even there. Nx
Helpful (0)
|Replies (0)MM
Makapa M
1 reviews | Active since Jan 2020
11 Nov 2024, 21:01
Bad Experience at Louis B Bar at Westin CPT
I had a horrible experience at the Westin Cape Town. I was attending the Africa Tech Festival at the CTICC and got invited to a network & drinks session at the Louis B bar. The lady at the Bar reception refused us entry,didnt ask us to show an invitation and would assist us any further. She made us sit and wait and told us whomever invited us must come collect us. We watched her give entry to people arriving except us. We fekt discriminated and classified,is it colour? Is it classism? Please tell us how staff members are trained because they are horrible biased. After many minutes we eventually got in. She didnt even apologise and was clearly aware and intentional in her behaviour. After we left I called the hotel to complain,the call was transferred to the same lady, she told me I can complain to her manager anytime and she dropped the phone. Appalling customer service for a top class 5 star hotel!!! My company uses them all the time but it doesn’t look like we will in future. The Westin staff seem to be classist and discriminatory against people of colour without knowing who we are or why we are even there. Nx
0
Replies (0)S1
Shez 111
1 reviews | Active since Jan 2020
28 Sept 2023, 06:02
Shocking experience
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. Based on this information, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I relie_d on, and which they are now shamelessly asking me to pay for. A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! They went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your the******s not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the the****** doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the****** had performed the treatment "exactly the correct way". This is bizarre. General experience is that treatment at this spa is inconsistent. Many of the the******s do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant experience, you have now lost two customers for life.
Helpful (0)
|Replies (0)S1
Shez 111
1 reviews | Active since Jan 2020
28 Sept 2023, 06:02
Shocking experience
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. Based on this information, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I relie_d on, and which they are now shamelessly asking me to pay for. A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! They went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your the******s not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the the****** doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the****** had performed the treatment "exactly the correct way". This is bizarre. General experience is that treatment at this spa is inconsistent. Many of the the******s do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant experience, you have now lost two customers for life.
0
Replies (0)S1
Shez 111
1 reviews | Active since Jan 2020
27 Sept 2023, 06:09
Shocking service and experience
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. Based on this information, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I re**** on, and which they are now shamelessly asking me to pay for. A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! They went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your the******s not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the the****** doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the****** had performed the treatment "exactly the correct way". This is bizarre. General experience is that treatment at this spa is inconsistent. Many of the the******s do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant experience, you have now lost two customers for life.
Helpful (0)
|Replies (0)S1
Shez 111
1 reviews | Active since Jan 2020
27 Sept 2023, 06:09
Shocking service and experience
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. Based on this information, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I re**** on, and which they are now shamelessly asking me to pay for. A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! They went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your the******s not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the the****** doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the****** had performed the treatment "exactly the correct way". This is bizarre. General experience is that treatment at this spa is inconsistent. Many of the the******s do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant experience, you have now lost two customers for life.
0
Replies (0)TC
Theresa C
1 reviews | Active since Jan 2020
24 Oct 2022, 09:31
Bad Service from the Westin Hotel
We stayed in the Westin Hotel a month ago. They said they put an hold on our card for possible extea expenses for R1000, but we used only R200. The amount was deducted from our bank and today still no refund. Just promises all the time. I will not recommend this Hotel at all. I do not even think they can be called a 5 star.
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Theresa C
1 reviews | Active since Jan 2020
24 Oct 2022, 09:31
Bad Service from the Westin Hotel
We stayed in the Westin Hotel a month ago. They said they put an hold on our card for possible extea expenses for R1000, but we used only R200. The amount was deducted from our bank and today still no refund. Just promises all the time. I will not recommend this Hotel at all. I do not even think they can be called a 5 star.
0
Replies (0)TC
Theresa C
1 reviews | Active since Jan 2020
17 Oct 2022, 08:22
Bad Service and standards for a 5 star Hotel
Firstly you cannot find the parking area, no signs. 2nd they put an hold on our account debit card and took more money which we did not use, never refund us. I tried to phone 2x but still not sorted also send an emai.. Then theys said the breakfast is the same on 12th floor, but this was ice cold and less to choose from but we paid the same.
Helpful (0)
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Theresa C
1 reviews | Active since Jan 2020
17 Oct 2022, 08:22
Bad Service and standards for a 5 star Hotel
Firstly you cannot find the parking area, no signs. 2nd they put an hold on our account debit card and took more money which we did not use, never refund us. I tried to phone 2x but still not sorted also send an emai.. Then theys said the breakfast is the same on 12th floor, but this was ice cold and less to choose from but we paid the same.
0
Replies (0)NI
Nacema I
1 reviews | Active since Jan 2020
7 Sept 2021, 08:21
Absolutely ecstatic with this hotel
My family and I had the most amazing stay at this hotel. Everything was above our expectations. The room service and breakfast was absolutely meticulous in presentation and taste. The spa was welcoming and a pleasure to use. Can't express my satisfaction with the cleanliness enough. I have to give this establishment full 5/5 in every aspect. Well done
Helpful (0)
|Replies (0)NI
Nacema I
1 reviews | Active since Jan 2020
7 Sept 2021, 08:21
Absolutely ecstatic with this hotel
My family and I had the most amazing stay at this hotel. Everything was above our expectations. The room service and breakfast was absolutely meticulous in presentation and taste. The spa was welcoming and a pleasure to use. Can't express my satisfaction with the cleanliness enough. I have to give this establishment full 5/5 in every aspect. Well done
0
Replies (0)