The Twelve Apostles Hotel and Spa

We are staying at the 12 Apostles this week. The team that are looking after us have, without exception, been professional, friendly, helpful and engaging. Justin checked us in efficiently and gave us all the information we needed and answered all of our questions. Imraan, on the concierge team, arranged a variety of activities for us and gave recommendations for restaurants which we appreciated. He was also fun to talk to. Byron in The Leopard Bar is a legend, whipping out his guitar and serenading us on a regular basis as well as engaging in friendly banter about the football results. We had dinner in the Azure restaurant tonight and Theo looked after us all evening. He arranged an “off menu” item that I requested and it was no problem at all. He was knowledgeable about the menu and the wines. He addressed us by our names, (which impressed me enormously), and was friendly, fun and attentive throughout. He gave me the impression that he really enjoyed his job, took pride in his work and was keen to be the best! Our food was delicious, langoustines and rib eye steak tonight, and our breakfasts and lunches have all been superb too. The restaurant manager tonight was Thambi and we really enjoyed a wide ranging and entertaining conversation with her this evening. We are really enjoying our stay here and have a few more days left in the hotel. 😊

Brought guests for dinner at Azure. On arrival the gentleman at the front door gave us a dirty look as we pulled up, with little to no assistance to our guests. Upon entry to the hotel the ladies at reception were so occupied with their own things that they didnt even greet. I asked the receptionist to please check for availability for the spa for the folloiwng day, she mentioned that does not have access but will take my details for the spa to contact me. On a side note, so many of the lights at the front of the hotel werent even working, it looked like we pulling up to a backpackers. The next day, I had heard nothing from 12A. When i called the hotel i was told that its full. The service in this place has gone backwards, its actually terrible. Goodluck with keeping your 5 stars, because it wont be for long.

I booked a “Mountain view room” at the Twelve Apostles Hotel (an expensive upgrade), and it proved how important it is to read the small print. It claims, “impressive views from your balcony”. From inside the room, it is almost impossible to see the “mountain”. The balcony is only just big enough for a small table and two chairs, and you have to take it in turns to see the “mountain” as only one chair faces in that direction. Another problem with the non-views inside the room is the permanent misting of the double glazing, where the seal between the two sheets of glass has failed. The three sets of floor-to-ceiling windows have wooden shutters that are ineffective at blocking the light from outside. With sunrise at about 05:30am, your room is flooded with light, making sleeping difficult without a blindfold. The sea-facing public rooms are smart, but my room looked dated. The staff are well meaning, but rarely get it right first time. You ask for cold milk, you get hot, you ask for Earl Grey tea, you get English Breakfast, you ask reception for the bottle of water the people servicing the room should have provided, and no-one brings it. The face flannels in the bathroom only get replaced sometimes. The tea bags and the coffee capsules in the room don’t get replaced…and someone comes to check the room has been serviced properly, and they don’t notice the errors either. It's a fabulous location with impressive sea views, but the food does not match. The sushi was soggy, the “fine dining tasting menu” – tuna tartare, mushrooms, roast chicken – with more mushrooms, venison, and dessert was neither fine nor very tasty. The Leopard Bar was the stand-out exception, and the breakfast was good, if they decide to take your order. I had to get up from the table and ask more than once. For the single traveller (I was avoiding Christmas for reasons I need not go into), the ‘do not disturb’ sign actually said “We’re still sleeping”, and the turn-down service (on request), provided two sets of slippers and dressing gowns, just to rub it in! (If you have to request it, surely they can see the room is single occupied. "No plans on Christmas Day?!" was another insensitive question asked with incredulity. The last day was like the others. I was given a different room to shower in after my check-out time, a standard room that was much nicer than my supposedly more expensive upgraded room! When I opened the door, two room service staff were relaxing in two chairs. “Wrong room” they said. I said “The key wouldn’t open the door if it’s the wrong room!” (The room number was also written on the card holder.) They looked puzzled but left. “Phone reception when you want me to collect your bags” the helpful porter said. I called. No reply. I waited and called again “We’ll send someone straight away.” Ten minutes later, nothing. I called again, no reply. I had a plane to catch, so I went to reception. “Sorry, we only have one porter. He’s coming now.” For a hotel this expensive, although it was over Christmas, my expectations were nowhere near met.

Fantastic hotel. However disappointed with in house communication. This was a bucket list experience for me. Reception advised me that the restaurant Azure was fully booked on both nights. How ridiculous. I was an in house guest. Should I not have priority? Was I supposed to stay at your hotel and go and eat somewhere else for dinner? This should not even be a negotiable. It’s part of the experience to dine at your hotel. I was also given the paraplegic room and bed was caving in on the centre. Nolundi & Thembi gave me awesome service. Thank you.

Beautiful, spectacular views of God's creation. Truly breathtaking. Its beautifully nestled among the best views Cape Town has to offer and the rooms provide a perfect setting for initimate celebrations. The food is five star. Thank you for your kind service !