Sugar Hotel

The hotel is very cute and cozy, I loved my room despite was quite smaller comparing to the pictures shown in their page. People are lovely and breakfast is awesome the only 2 thing that upset me a lot is that I complained twice that my A/C heater was doing a very heavy noise and hasn’t been fixed at all as well in my room there was a problem with the hot water and on Winter time in Cape Town this is such a discomfort.

Had a confirmed and paid booking for 22 Jan 2025. On arrival the receptionist, George, claimed that our booking was for 25 Jan 2025. He handled us with absolute disrespect and ignored us, he had a terrible attitude. When I asked about the refund, he said not his problem, take it up with Agoda. He was extremely rude, we then had to find alternative accommodation. It was very busy in CT as 55000 people went to see a show. We eventually found another hotel and almost missed the show. The Sugar don't even have a bar area, we had to go to another hotel while waiting on George, the receptionist/manager and the restaurant is only for breakfast. Have no idea how this can be a 5 star? Shocking!

Very nice staff. Worst hotel room I have ever had. (There have been worse motel rooms ). It was in the basement and felt like it was in the basement There was only 1 window, 3feet by 14 inches, well above head height. It was in the shower which was also in the room.

I dont normally leave bad reviews as i feel that everyone deserves a chance. But the Sugar Hotel in Ct has allowed me to make an exception. The worst hotel with shocking service. Room was not at all what was advertised. (Large double room with city view) not so much! Not even a window. Upon complaining i was met with hostility and arrogance and told its not their problem and i have to deal with the OTA (Agoda) that i booked through. They were argumentative and rude and unhelpful. Both managers on duty. Refused to give me owner’s details. Room is matchbox size Shocking.

The service is mediocre, staff lack finesse everything asked was an effort. nickel and dime. As a guest it felt like every ask was to much no back up for load shedding. Fire alarms went off 5:45 am on a Saturday morning with no explanation or apology. Not a relaxing weekend away at all. The next morning staff woke us up early asking if we have a car and can it be moved. They knew we did not have a car

We had a booking for 11 to 12 And 12 to 1pm for a massage And then for lunch at 1 at Cuzina. We arrived to see Cuzina no longer existed and then we were told the restaurant closes at 12 and could not accommodate us for lunch at 1. After a series of very unpleasant and unprofessional conversations with the manager Onetime, which we want to report to Hyperli, we were not accommodated. This is the 2nd time this venue has cancelled The first one was for the day of the taxi strike where we were called on the morning of our appointment to.say the venue was closed . Today no prior notice was given and we forfeited our appointments despite braving the stormy weather to arrive for it. I strongly recommend that Hyperli ban the Sugar Hotel and its subsidiaries from further advertising on your portal - they are unprofessional and unaccountable and their customer service and communications are sorely lacking.