Sugar Hotel

Recent Reviews: 566

• User:Sightseer63006622455

  Trip type: Couples

  Not 5 Star or close.

  29 Apr 2026

  Front Manager Ouncemore extremely aggressive and defaults to shouting if try and discuss situation. Owner not available to resolve problem. Front room on main road noisy and when moved to back room after altercation and refusing to pay money back found room small with dirty carpets.The Manager Ouncemore reverted to shouting aggressively about parking when the hotel staff did not arrange the parking. We decided to leave three nights before the time and book into another hotel as found the conditions and aggressive behavior unacceptable. Confirm not a five star establishment.

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• User:SeanCalitzdorp

  Trip type: Couples

  Stay away

  27 Aug 2025

  Hotel Review – Room 6, Stay on 9th August 2025As a travel agent with 36 years of experience in the industry, I must express my deep disappointment following my recent stay at this so-called 5-star boutique hotel. In all my years of travel, this property stands out as one of the most underwhelming I’ve encountered in its claimed category.Frankly, I have no idea how this hotel continues to rate itself as a 5-star establishment. Perhaps it once met that standard when it was newly established, but it certainly does not any longer. At best, I would rate it a low 3-star—and even that is generous.The property is in dire need of a complete refurbishment, top to bottom. The overall appearance is tired, and the facilities are not maintained to the standards expected of a 5-star hotel. The carpets are stained and filthy, the walls need repainting, and much of the furniture is clearly worn and outdated.We arrived at 11:30 AM on a Saturday and decided to have an early lunch and a bottle of wine. However, the restaurant and bar were both closed—an unacceptable situation for a weekend, particularly at a hotel claiming 5-star status.The room (Room 6) was equally disappointing. The wash basin was cracked, and the overflow valves were dirty and covered in grime. I attempted to take a bath before going to the ballet that evening, only to find the bath had not been cleaned and had a visible scum ring. The toilet brush was rusted and unhygienic—another detail that should not be overlooked in any hotel, let alone a luxury one.I reported the condition of the bath to the receptionist on duty. Although he was apologetic, no effort was made to send housekeeping to rectify the issue.The outdoor areas were also neglected. The patio furniture and decking were in poor condition, with damaged and filthy outdoor shading full of holes. It all contributes to a feeling of disrepair and lack of care.I stayed in Room 6 on the 9th of August 2025. Based on my experience, I would absolutely not recommend this property to any of my clients. As the owner of a travel agency, I am extremely cautious about the properties I suggest, and this hotel does not meet the expectations it claims to uphold.What an absolute disappointment.Yours SincerelySean Garret Nagel

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• User:neiljolivier

  Trip type: Couples

  DO NOT STAY HERE

  27 Apr 2025

  Terrible hotel! Secure parking is not guaranteed, only 4 spots available. The small room, is clearly an old massage room that has been fitted with a shower and toilet. There is no privacy in the room and hardly any space to even open a bag. It is not suitable for human habitation. The one small window onto the side street makes it feel as though you are in a prison cell. The aircon was not working and they were unable to fix it during our stay. The breakfast was of low quality and we could not eat it as it smelt like old oil. The doors to access the balcony area were also locked after hours. So if you want fresh air, you have to go stand in the side street. Then there is also no real coffee machine in the whole hotel not even filtered coffee.I have no clue how this place has received so many good reviews. The manager just replies to all bad reviews saying the person is lying. Well in my case apparently only half my complaint was true. I hope this atleast stops one person booking this terrible hotel. And if the manager would like to tell me what i was lying about, that would great aswell.

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• User:770guestg

  Trip type: Business

  Very bad *So called manager and hotel) Sugar Hotel Cape Town

  09 Apr 2025

  I booked at this hotel.What a disappointment.We were shoved into a small dingy and smelly room with a small window for ventilation.It seems that this room was a storage room and now converted to a (supposed to be) room for accomodation.When arriving and been shown to the room i was immediately disatisfied and went to request a different room and i was aggresssively told ,i cant i must take it up with booking.com.The so called manager,challenged me thinking i would back down.I asked for the owner and or a superior number and was informed that he doesnt have to and wont.Further highlighting the terrible manner in which he(the manager) attended to my request.This hotel should not be listed and anyone booking here should be careful.You are treated disrespectfully and shown the tough luck attitude.I will continue to post negative reviews on every platform that i can

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• User:Passenger61532733722

  Trip type: Family

  DO NOT stay at Sugar Hotel. Be warned.

  17 Mar 2025

  DO NOT stay at this hotel. I have no idea how it got so many positive reviews, but it was so bad, that my husband and I left after one day of a five day booking. Our room was dirty, the sheets were torn (and didn’t fit the bed in the first place), the safe wasn’t bolted down (as in you could literally pick it up and walk out of the room with it), the shutters were so filthy that when I close them with my fingers, they left lines in the dirt. The carpet was stained, the sinks were chipped, and the list goes on. And the worst of it was, upon hearing our concerns, the manager Oncemore, was incredibly rude, aggressive, dismissive, and indignant. Not only that, but he refused to give us a refund. It was so gross that we left anyway. Consider yourself warned.

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