If you get their very oily so called massage they expect you to just put your clothes on and go. The massage therapist didn’t seem to know boundaries at all nor asked for focus areas. The massage room was rather dirty, pieces of hair on their floor. The food was burnt and hard! I had to cancel my latte order because one of the waiters went to buy milk and took forever to come back. Aweful experience!

I had a decent experience at the Sugar Hotel & Spa. My girlfriend and I had their couples massage & 2-course meal special from Hyperli. The spa is not much more than a small room with 2 massage tables. It's quite dark and cramped which made things a little tricky to relax in and the music wasn't working. The actual massage itself was lovely and really really well done. There is also not much privacy as the massage & shower room are only behind frosted class doors. The 2 course meal we had was average. Although included in the deal , the food prices are way to expensive. The food was quite overcooked and looked like it was just heated up instead of freshly made to order. The food service was very good. Overall, we had an okay experience and it was great to get it for a good price with a voucher but I don't think we would go back.

Had a massage and dinner at The Sugar Hotel. Massage was amazing, deep and tension relieving. Therapists were friendly and professional. Hotel reception is clean and has a comfortable waiting area off the reception. We were offered still or sparkling water while we waited and after the massage. Dinner was divine, deal was a two course so we got to sample dessert and starters by sharing our choices. Portions are not big but also not small. I didn't leave feeling hungry. Wine selection was great.

One star because there isn't an option for ZERO stars. How this place is a 5 star hotel is making me believe the hotel grading authority has been captured! We had the unpleasant experience of having booked a HYPERLI voucher - lunch at Cuzina and a full body massage. This had been canceled previously, by them, due to the recent taxi strike. We called 2 days before our appointment and on the morning to check all on track. While we were in the store room size restaurant, NOT Cuzina, drinking our tiny espresso sized cappuccino, we were told the restaurant was closing at 12 and could not honor our reservation. After much deliberation with the waitress/manager/masseuse (we are convinced the same person serves all purposes) we requested to speak to the Manager. We were told he wasn't there and could only be reached by phone when in fact he was at the front desk all along , too unprofessional to come sort out this mess. Long story short, the manager who refused to give us his name on hearing , it confirmed, that we had not been given prior notice of the early closure agreed to our request to have the massage today and the meal later. However, later meant this week!!! As we were unable to get time off work this week we could not accept. He, whose name we were subsequently told, is Oncemore, not interested in providing an alternative. More discussion, some of it very heated, etc 😑 We decided there was no winning, paid for our cappuccinos and left. Such unprofessional,indifferent conduct by the manager! Upon reading all the other horrible reviews, we consider ourselves fortunate not to have been subjected to the oily rub and below par food. What a lucky escape. Do not go to this establishment if you value good customer service , integrity, courtesy, and common sense. How this place has a 4-star google rating is also very worrisome.

Awful! Unprofessional and rude staff. The "spa" is situated right in the tiny entrance of the hotel. It's literally two tiny rooms that they call a spa. It is noisy and you feel as if you are in the middle of everything. When we discreetly tried to tell them that we felt uncomfortable having massages so close to the entrance that opens up onto to street, they couldn't care less. You do not feel safe at all. There are men standing around the entire time talking, with a tiny thin glass door between you. We were made to feel stupid for even mentioning that we weren't comfortable. The person at the reception desk even laughed and said 'where do you live then?'! We asked if the spa rooms at least lock and they said no. We asked if the entrance door could be locked and again we were laughed at and said its a business, people walk in and out all the time. We were told if we werent happy we could leave. At this point we decided to leave and they were not bothered at all. The restaurant is a tiny little cafe with no staff, opening up onto the busy road. Definitely not what you expect from a 5 star hotel. Very disappointed.

The Spa was atrocious, it felt like the therapist had something against me the way she was digging her elbows into my back. She never asked how I’d like my pressure or anything of that sort. The Restaurant’s food portions are small & the service overall at this place is appalling. 👎🏻

My husband and I received a Hyperli voucher for our anniversary for a couples massage and 2 course meal. The staff at the spa were not at all welcoming and didn't seem too interested in helping. The massage was basically just having oil rubbed on me, very disappointing. It started 10 mins late and finished about 5 mins early. The main course was really bad. Seemed as if the ribs came out the freezer and were microwaved with some sauce, and it was only 3 ribs. It seems like they don't offer decent service or goods if you have a voucher. Defeats the purpose of offering voucher deals. The one nice thing was the dessert. Definitely won't go back though or recommend to anyone.

I came to Sugar for the first time today on a Hyperli voucher for a massage and a meal. And it was a terrible, Terrible time. Firstly, when rescheduling the booking (due to taxi strikes) the receptionist on call was argumentative and rude, when all I wanted was assistance with rescheduling our booking. Then on the day, they asked us to come earlier so that we can pre order our meal as the kitchen was closing at 16h00. This was fine so we arrived at 14h30. We order our food thinking we’d have a lovely meal on the deck. The receptionist then said that the kitchen closes at 15h00 and asked us if takeaway meal would suffice. It wouldn’t. We wanted to sit on the deck. She asked this on the day - a little heads up would have been nice. We then were call in for our massage, 10 minutes later, and waited another 10 minutes for our masseuses to arrive. The space was dark, cold and noisy. I could hear people shouting for what I have no idea. Our massages seemed to end together and on time - even though we started later. So a 1-hour massage was actually 40 minutes. False advertising. Now to the food. After the massage we were offered water and taken to a closed restaurant where our food was sitting waiting wrapped in cling film. The food that was “served” was cold, the steak we ordered smelt off and the starter of tempura prawns was slimy. Also dessert was literally only TWO Lindt chocolate balls deep fried in wonton wrappers. We weren’t served any drinks (that was part of the voucher deal) and no one asked if we needed anything else. The lady we spoke to about our complaint was very nonchalant and indifferent which to a paying client is not okay. I do not recommend this experience and if this is bad service because we booked via Hyperli then they should actually take the service offline. See pic for what our cold, disgusting food looked like.

The Sugar Hotel has a good location. The front office staff was very courteous and helpful, thanks George and Langton. The room l stayed in was very huge, a big bedroom and an equally big bathroom. The linen in the room was clean as well as in the bathroom, save for a towel which wasn't particularly clean. The restaurant was great. Very lovely view and very fast and friendly service. Overall, a good hotel offering good service.

We went there with my friends ,using hyperlink vouchers. The massage was OK and the Therapist were friendly. Yhoo the food was pathetic we eat becuase we were hungry?the tiny steak was dry, cover with egg and soup with no taste at all.I had to go to the front to ask for salt and pepper to have some taste (which in a restaurant they usually bring those things to your table without being asked) .The view is nice but due to pathetic food served,definely wouldn't go back .

Firstly I didn’t like that the spa rooms are literally at the entrance. We were given a form to indicate our focus areas and such which I don’t think they bothered to read neither did the masseuse ask where they should focus on. The massage was okay they just rub oil on you. I didn’t enjoy that the masseuse rubbed her oily hands into my hair and the massage ended before our hour was finished. The cutlery was dirty and the food was horrible I could hardly eat it and was left feeling nauseous.

I went with a few friends today to the spa. They had previously canceled due to the taxi strike. The service we received was absolutely disgusting. The cappuccinos were served in a small cup. We were supposed to have our spa sessions from 11 till 12 then the other two from 12 till one. We were then told that the restaurant would be closing at 12 pm. We said how was that possible as our lunch reservation was for 1pm. We were told that we could do the spa session and then come back another day for the lunch. A while later, the lady came back to say the manager said that was not possible. We insisted on speaking to the manager but we were told he was not in. Only to find out he was there. We then proceeded to reception to speak to him. He said we could only redeem the food voucher this week. When we said that was not possible as we were all working this week, he withdrew the offer and told us he was done talking. We told him we would be taking it further and he said he didn't care what we did. He then told us to be quiet as we were disturbing the clients who were having massages. I then said he was not concerned when he was talking. He then said he would remove us from the hotel. I told him the least he could do was apologize. He then said, "I'm sorry. I'm sorry " in a very sarcastic voice. He refused to give us his name but we found out from the waitress that his name was "Once More" I have never felt so angry and disrespected and I would never go back or recommend this place to anyone. I really hope the owner gets to read about all the negative comments and deals with the issues according.

Worst Experience Ever, I've Emailed The Hotel And They Still Haven't Gotten Back To Me! Long Story Short: The Spa was literally the worst experience ever and this comes from a Spa Owner. The Massages and the Professionalism was shocking! I'll never recommend this Hotel's Spa to anyone!

Front desk staff not the best. Enquiring to add on additional rooms for international friends and they don't seem to care about the business at all. On asking about parking, when investigating if needed to pay for onsite and finding out it was first come-first-serve and I was worried about street, was promptly told I could then book down the road in another hotel then. Charmed!

I have not stayed in any of the rooms but the staff and facilities in general lack professionalism. I arrived for a massage and meal at 12h15. There was a guest waiting to check in. At 13h00 he asked if he could go to his room. He was told that it was still being cleaned. I manage a number of Airbnb properties and it never takes more than 3 hours to clean and prep an apartment or cottage. If there was a previous guest who checked out at 10h00 there's no reason why the room should not be ready by 13h00, especially if you know another guest is booked for the same day.

What a nice Hotel, perfect Staff, really nice rooms. This one of those Hotels where you really feel welcome and i wish i could have stayed longer. If you stay in capetown consider this Hotel. 100% recommendation

The hotel has magnificent rooms although there were stains on the carpet. This hotel advertises as 5 stars but I have stayed in many 5-star hotels and this is not one of them. Based on reviewing the hotel star rating system... "Five-Star: A five-star property provides flawless guest services in a state-of-the-art facility. As a five-star property, such as premium dining options and personalized services to its guests. With no detail being overlooked, these hotels commonly even provides high-end, luxury toiletries for guests." This hotel has close to 5-star pricing but falls between 3 and 4 stars in its rating. The things that should be added to bring it up to a 5-star rating are as follows: - A buffet-style breakfast - we were allowed one food item from the a la carte menu and one drink item (either coffee or juice or water) - At least one 120V AC outlet for a shaver, - 3-pin north American outlets - they were all 2-pin (but there were Australian 3-pin outlets) - An elevator to the upper floors - More than one bottle of water in the room - we need to ask for more - Regular cleaning of the plunge pool which was dirty when we checked in - A stocked minibar - A room check after morning cleaning - we were missing coffee one day and towels another day - Turn-down service - More than four coffee pods in the room per day - A coffee machine that makes more than 1/2" of coffee on the largest cup size - Posting load-shedding times - A battery-operated light for load shedding - needed to ask for one each night - Uninterruptable power supply on the Internet access point - A personalized welcome letter - A pen and paper pad next to the phone Other observations on the hotel: The men at the front desk were willing to get any of the additional items we asked for although they seemed to scramble and did not know where to find them. One of the men seemed rather assertive. He said the reason they don't put the things we need in the room is that guests steal them. When we expressed surprise and said we would never do that, he replied "everyone says that!" which was not the right thing to say. There was only enough space for two cars in the garage, and we needed to carefully step around the dog poo. The dog was always in the reception area. There is a smart TV, which was a little awkward to operate by selecting the right input on one remote and the channel on another remote. The one for the satellite feed would not operate from the bed, so we needed to go close to the TV to change the channels. We felt comfortable walking to the V&A each day. The walk to Long Street was a little sketchy and I witnessed a lady being robbed on a quiet Sunday. The restaurant proprietor was very friendly and we enjoyed the banter with him each morning. It was not his fault that the hotel had limited the breakfast budget. Overall the experience was fine as long as expectations were set appropriately.

It is conveniently located and a short walk to the V&A Waterfront. Should notify in advance that the small room at ground level has only a high level window and no view. The room is small but pleasantly layout and furnished. The availability of an in-house massage service is great and the restaurant serves a good breakfast!

Took my daughter and two of her friends for massages, they can't stop talking about it. Zandi and Nwabisa are extremely professional Massachusetts, they know what they are doing. The atmosphere in the room is extremetranquility 👌👌... My daughter wants us to come again.

Such a cute central hotel with incredible staff. Perfect for one night or to explore the Mother City for a couple of days. Comfortable, clean, spacious rooms. We stayed in Room nr 3. Oversized king size bed. Bathroom with his and hers basins, bath and shower and a separate toilet. Awesome lunch downstairs in their Mediterranean restaurant.

Bad and unprofessional service at spa. The issued me stained towel first time and after requesting a clean one the spa person issued a badly broken towel. I immediately refused further service. Very unprofessional experience as a first time customer. A refund would be appropriate.

Got a Hyperli voucher for a 2 course meal. The service was poor and we waited very long for our food to arrive with no communication. The food was pathetic to say the least. Our starters was two tiny prawns. One of the main meals was the steak dish which had the most awful sauce and it covered everything ... When my friend brought it to the waitress's attention she took the plate away and brought us the bill without saying anything. We had to ask her what the chef said because we honestly believed that the sauce was faulty... The waitress said she couldn't find the chef. I also enquired about the portions and the waitress confirmed that they basically give you half the normal portion because you have a 50% off voucher. I suggest you remove your promotion from Hyperli because it's a scam and in my opinion has done more harm than good to your restaurant.

Worst customer experience ever!!! I did not even get to the hotel but experienced numerous issues with my booking at the spa. The spa messed up my booking and refused to accommodate me. At first it was a lady named Bee who canceled and changed my booking without notice. And then I received a confirmation sms for a 1pm time slot, I call to confirm since I already know how incompetent the staff are, and Lelo tells me I still have a 2pm appointment and the sms was a mistake. 2 hours later Langton calls and says I have a 1pm appointment and argues with me about my email saying I want a 1pm. Clearly this manager is highly unskilled in managing his staff and reading email chains to understand how to help a customer. I even tried being flexible and asking for another day but the lady at the hotel reception this time refused to help me and said I should just get a refund. If this is the disgusting manner in which business is conducted and customers are treated my family and I will never be using any of the services again and it will never be recommended.

A good massage at the spa followed by lunch is an absolute treat. The therapists are professional and will chat with you if you initiate a conversation or leave you to relax and enjoy the experience. When it's very cold as it was this time, it would be really great if they had electric blankets to help keep clients warmer. The aircon was set to warm as the therapist came into the room & maybe they should be left all the time. Although with regular power cuts, it does make life difficult. I will be back 😉

Excellent stay. Perfectly located and spacious room with a very latge bathroom with a shower and big tub. Bed was big and extremely comfortable. The block out curtains and complimentary breakfast made this stay even sweeter. Staff is warm and friendly and there’s a spa in house where you can book a massage. Highly recommend

Went for a massage was beautifully done! Food portions was small but it was good overall.

A friendly Hotel with efficient and helpful staff. The room had a bath which I appreciated and the little restaurant serves good quality tasty food

Went to Sugar Hotel for a massage and it was very good except the fact that there wasn't any music playing so you could hear anything that was happening outside aswel as your massage bed door opens right by the reception area so anyone who walks past can see you lying on the bed half naked which isn't great

Very clean, well equipped rooms. Decent view, well position. Staff were amazing, very polite and helpful. Off street parking is available. Restaurant on site with a nice deck.

Overall a less than satisfactory experience. My mother and I had a hyperli voucher for a full body massages and 2- course meal. The massage was good but close to the end the masseuse did a rush job on the leftover areas. Furthermore, my mother noticed a stain on her towel and we both noticed the towels had multiple holes in them. The food was not the best either. The egg we ordered with the steak was burnt on the edges. The flavors were also weird and the food lacked seasoning. The service was sub-par and one waitress kept an eye on us and listened to our conversation (she was not our waitress) which eventually led to us leaving.