I went for a Spa treatment today and a 3 course meal with my husband, the spa treatment was really good and the lady at reception was very friendly, we enjoyed the massage but what ruined our experience was the restaurant, as we arrived at the restaurant we heard the one waiters swearing because of a misunderstanding with one of the customers. We eventually placed our drinks order, with our starter, main and dessert choices. We got the starters which tasted nice. One other waiter was then preparing our desserts in the kitchen opposite from where we sat and I heard as he heated the chocolate fondant in the microwave. We then got our desserts before we had our mains and were told it's because we are going to wait long for our mains. We said okay and I ate my dessert, the ice cream tasted like ice splinters and could even taste my dessert was heated in the microwave. We got our mains and which was supposed to be a sirloin steak tasted like a piece of top side beef. The service from both waiters were horrible, they were unfriendly and rushed us to get done as the restaurant was busy. We definitely did not have a 5 star experience and will not be back again.

We visited the Spa at this so called 5 star luxury hotel expecting a 5 star relaxing treatment. From minute we entered, we got a cold reception by a lady who signed us in, to be met with an even colder and incredibly rude receptionist at the Spa's front desk. No proper welcome. Complete unprofessionalism or customer care. We were shown to a dark room that stunk with a rich rotten "drain" smell. The woman who was suppose to be taking care of my treatment was more out of the room than in the room. The massage was horrible. She didn't have a clue about what she was doing. It was a complete waste of time and money. The smell they said was coming from the shower. They eventually sprayed some citrus freshener which made it worst instead of mask the stench. I have been to 100s of massages throughout the years. This was by far one of the worst experiences. I definitely do not recommend this place.

Visited the Spa. Staff not very welcoming at reception. The therapists were not that bad, massage was great. The room was a bit cold. There was only one gown even though we were a couple. Definitely won't be coming back!

My husband and I did a spa treatment that they say was worth R4k but honestly was the worst spa experience ever! The rooms are extremely cold, it smells bad, and the masseuse kept rubbing my one foot for almost a whole hour and I’m so sure she fell asleep a few times 😩 oh and also, sneezing and coughing all over a person. Omw and the steam room. So disgusting. Please don’t waste your money at this place 🤢 last thing. Staff are not friendly at all.

Such places should just shut down! I’m so disappointed with the service. Unprofessional people all of them they’re just the same, cold energy, cheeky just ignorant human being, the place is stuffy not smelling pleasant at all. Funny enough I called when I was doing the booking and asked if the spa has upgraded or improved with the service and everything because the reviews are just looking bad and the lady I was talking to confidently said there’s nothing wrong with our spa people are just exaggerating🤔. They’re so ignorant a lot of people have been complaining but I guess the management is ignorant too. Never again! I would not advise anyone to come there because they’re just gonna be wasting with their money.

Young adult kids bought a deal here with Wikideals and were so disappointed at what they thought would be a beautiful meal experience. Half of the advertised meal was unavailable. Rest of the food quality very, very poor. Ambience even worse. What is this establishment even trying to do? Hope tourists to Cape Town don’t waste time here when there are so many exceptional restaurants and hotels.

The most worst experience ever at the spa, Cold wet towels they put over you. No plan B when its loashedding we had to walk with our phones torce , we supposed to have a full body message it felt like we were just being rubbed out with body lotion that smells like clay, also no aroma in the rooms an absolutely waste of money and time i don't recommend, they also finished before our 60 minutes were over, staff is speaking to each other while they busy with you so unprofessional. I DO NOT RECOMMENED!!

Unfortunately because this has been a rather difficult process of getting any kind of response in my complaint I have to rate the entire hotel badly. I had a terrible experience at the Casuarina Wellness Spa where they lacked in service, hygiene and did not deliver the full package I paid for. I have been to this facility a few years back and it was nothing like what I experienced this time round. I will never stay here nor use the hotels services in my life again. Absolutely shocking and disgraceful. I’ve sent a number of emails and complaints without one word from this establishment. Disgusting. Not what you would expect from such a well known establishment. Tourism community…. Stay away!

Honestly I am not rating the hotel itself, but the CASUARINA WELLNESS Centre that is inside of the hotel and associates itself with the hotel on Wikideals is gawd AWFUL and DISGUSTING!!!!! You ought to check it out and remove yourself from all associations with that enterprise. One is more prone to getting food poisoning from their food at their so called restaurant. Also the massage parlour is horrendous. NOT A NICE EXPERIENCE AT ALL. From the massage parlour to the restaurant, it was an absolute awful experience. The restaurant looks like a small dancing room they converted into a dining space by just adding chairs and tables. Not that the interior bothered me that much, but the food? DISGUSTING! My salad tasted like it was drowned in oil. The wings was burnt to a point where all you tasted was the burn. The calamari was just awful. And to top it off, we waited a whole 2.5 hours for our mains before deciding to get up and leave. To be honest, why we even stayed that long is beyond me. Should have gotten up the moment it took them 30min to bring me my drink, and 1.5 hours to bring me my starter. When we got up and left before receiving our mains, the couple behind us whispered, they already paid for it might as well wait. LOL!! You might have time to waste sweety but I DONT. I’d rather lose my money than lose my time being stuck in a place that is horrendous. I would not recommend anyone to this Casuarina wellness centre. The service is disgusting along with the food.

This hotel/spa doesn't answer their phones. Not sure if they are "not in the mood" to work, but I've been struggling for 4 days now to get hold of them. This is suppose to be 5 star hotel but you don't get any service.

Hi there. I am writing about a recent experience I had at the Casuarina spa at the Cape Royal hotel on the 15th of November 2022. I have not yet had a chance to write this email until now but believe that it needs to be brought to the attention of the spa's management team, as well as the hotels. I bought the Moonlight couples package for my husband's birthday and was horrified at the conditions of the facilities in terms of cleanliness. When we got into the initial room where treatments were supposed to be done in, my husband noticed that there were cockroaches crawling in the bath. We alerted the therapist and she just picked them up with toilet paper and moved us to another room. Secondly, while we were getting our treatments, there was constant noise as there were renovations being done at the hotel. What was supposed to be a relaxing 3 hours was not very relaxing at all with all the intermittent banging and drilling. Third thing, when it came to the 30 min hydro tub experience, the water was so boiling hot that we took almost 20 mins out of the 30min slot to try and cool the water down. The therapist did not ask if the temperature was to our satisfaction nor did she explain how to let water out in order to add cold water. We had to get into the very hot water limb by limb and my husband actually nearly fainted when we got out not even 10 mins later as the water was just way too hot. What I expected to be a lovely experience for a special occasion left a really bad taste in my mouth and I really would not recommend this spa to anyone. I actually feel like, because I had bought a wikideals voucher, that I was not treated the way a full-paying patron would have been treated, had they paid R4000 for this package, and if I had paid R4000 for this package, I would have demanded my money back. Please ensure that you put measures in place to avoid this from happening to other patrons of your spa. Regards Tarren-Lee Mackay

The Cape Royal Luxury suites hosted a Mother's day breakfast for 60 beautiful ladies yesterday. The managers of the Cape Royale were waiting outside as the ladies arrived to welcome them. The feedback from the ladies were that the breakfast was amaaaazing and the staff that served them were phenomenal. Thank YOU Cape Royal Luxury suites for a job well done and providing top class service! Well done and thank you sooo much!

For 2 months I have been trying to book with you. The hotel number never answer; get through to the receptionist all she does is transfer to the hotel after me explaining the situation of them not answering. After calling serval times the receptionist then says their lines not working. Make a provisional booking and theyention they will send confirmation. When following up on the confirmation no answer . Emailed no responses. Continue calling serval times there just no booking. There was no appolgy for them not sending the confirmation. They said they will call if there cancellation and up till today no response no feedback no solution. Bad bad bad service.

Terrible i had lunch there 3wweks ago. The menu is an A4 paper stuck in a dirty sleeve, the restaurant looks and feel like i was in a staff canteen. Staff unfriendly and food of poor taste. Never again. I dont know why wikideals still promote the lunch, dinner and cake promotions.

Although we were going for treatments at Casaurina Spa, unfortunately the (not so) 5 star experience started with a very unwelcoming doorman that just opened the door & was not in the mood to greet. Then just downhill, a couples treatment that was supposed to start with a “welcoming ritual” was “you’re about to do a 3hr treatment, do you need the loo?” Directed to a room, no aromatic smell it smelled stuffy, the floor looked dirty & had to put our clothes in a cupboard with no hangers (for a 5star hotel I would expect my shirt can be hung up not folded). Therapists came in, said Hi but that was it & just started with these warm face clothes repeatedly. It seemed they needed to buy time with these clothes & not do massages, the back scrub felt like she was washing my like an old lady & the all round massages just felt like lack of masseuse experience to be honest. Literally only at the end only did one therapist run through all our treatments we’d had & that we had the sauna left; other than that no communication, i.e. pressure, are you still ok etc. It was also Loadshedding for 2 of the 3hrs, the hotel had no generator or provision in terms of lighting other than a lamp in the room, so a walk out of the room had us use our phone torches. We would have wanted to tell the manager or receptionist when we left, but no one in sight except the bell lady to let us out. Nope, not returning or recommending.

I have been trying to get hold of the spa now for a week and now this is my second week . Although the spa and hotel are separate businesses it really brings down the hotels reputation and it’s meant to be 5 star . Do the employees not want to work ?If your lines are busy 24/7 all the time , surely you can respond to the multiple emails I have sent . I will be highly disappointed if casuarina wellness spa ruins my 1 year anniversary plans that I have already paid for a couple massage with them if they will not allow me to book a date ! Horrible service and I am utterly unimpressed.

This cannot be a 4 Star Hotel…. The reception staff is clueless. The agents advertise on all platforms to get clients but with different info. Lekka Slaap advertised a check in for 2pm but when we got to the Hotel they had no booking for us and the keys were only handed to the cleaning staff when they heard we checking in. We were told we can’t check in and must come back. Eventually went back at 3pm and still no booking confirmed! They did absolutely nothing…. He only called the Agent when we came back! Bad service from the Conciege he got up from his desk and just left us sitting there. Eventually came back and just handed us the keys. Struggled to get into the parking garage… We only checked in at 3:30pm even though we were on time and I will be checking out at 11am. TV don’t work in the lounge…. And of course they have no assistance at all: 4 Star I think not! Will definitely not be back here again!

Stayed at one of the guest rooms. Room's are nice enough, location and entrance/foyer is great. Only issue with the rooms I found was it can get a little cold in the winter, AC doesn't necessarily work all that well and the shower needs a difficult adjustment to get it to be hot without it being scalding and the water pressure is kind of mild. If these issues were fixed, wouldn't mind staying again. Probably better for summer than winter stays.

My husband and I went for a 3 hour Couples Journey massage. The receptionist at the Spa was on her cellphone having a conversation, did not give us recognition, no Hi, no welcome. I gave the coupon to the lady who ushered us in (who turned out to be one of the masseuse) . She then gave it to the receptionist who told her which treatment we have booked for. Still no greeting from the receptionist. She also did not look presentable for a 5 star hotel. It was loadshedding at the time but atleast there should have been better lighting down the passages leading to the massage room, instead, the masseuse was walking with a camp light. We eventually used our phones aswell for more lighting. The rooms that we passed by smelled awful. We got to the massage room and were told to undress and put our clothes in the closet, the shelves were skew. We used our phones to play soothing music which one would expect the spa to do or improvise somehow. The massage itself was good, only the scrub was cold, when the masseuse did my feet she left my entire back open. Someone (assuming contractors) started knocking and drilling. We were not told about this nor was there an apology for the noise. After the massage, we went to the sauna as per the package. We were not given slippers to use as we walked to the sauna as one would expect from a 5 star. We were not allowed to use the shower even though it was part of the same facility as the sauna. Definetly a no from us

I DO NOT recommend the spa The reasons gor this is: The receptionist was very unprofessional no greeting while she was on the phone then asking my judg saying "Names?" With no eye contact, spoke to the masseuse to say which room we should go into Walking in with construction sounds and smelly mats While the masseuse was walking around with shoes inside of the massage room in the passage in the lobby where everyone else is walking with shoes on and in the massage room we needed to walk barefoot with no slippers. The masssge was very nice however got a nasty odor from not sure where, the cupboard that we needed to put our clothes into was not clean and when going into the sauna we had told we cannot use the shower that was an additional cost(who doest shower after a sauna session) when leaving we asked about the shower story and again this unprofessional receptionist validated it , so without wanting to engage too much with her we left and never to return again , I suggest you don't as well

Went for ĺunch at Cape Royal..was disappointed...the chefs platter...taco was mediocre...no sour cream, no cheese..only steak and lettuce..not even Mayo, no garlic ciabatta...got 1 slice of a French loaf with garlic butter...really lacked color and flavour, the steak bun was good...also ordered the waffle..I mean where on earth did they get that waffle??..felt like I was eating tasteless piece of sponge that you use to fill a mattress.. really bad...chocolate fondant was good...def areas of improvement required

Unacceptable customer service. Reception refuses to assist getting in contact with the General Manager, Gave me the security instead and refuses to assist in speaking to management about a grievance- AVOID

How unfriendly, unprofessional, waste of time massage. From the first person, spa receptionist, and masseuses. Lights always on bright through the whole treatment. Masseuses on her phone during the treatment, more out the room than in. Let alone the room we had looked disgusting- broken furniture. Waste of time and money. Im shocked!

Just a WARNING for people wanting to visit the so-called Casuarina SPA in the hotel. Total waste of money + false advertising!! We paid for 1 hour but only got 45 minutes. The masseuse was not experienced at all and needs serious training!! The other masseuse that was massaging my husband kept coughing and making sneezing noises. They wash your back with a warm cloth about 5 times over and over again up to the point of irritating you. This is probably too safe some physical massaging and have a longer tea break! The room is dark and not cosy at all. The floor was dirty as well. I would NOT recommend this place to anyone, and I cannot believe that the owner of the spa is IGNORING all the complaints! Is it all about money to them? People do yourself a favor and stay away!!!!!