Lagoon Beach Hotel & Spa

How i wish the issue of room attendants stealing guests’ belongings was taken seriously. It feels as though these incidents are being overlooked, which makes guests lose trust in the establishment. Proper accountability is needed😟. belongings lost without a trace, I wrote multiple emails with no assistance

My recent stay at this hotel fell short of expectations. The property is significantly overrated and does not justify its high pricing. The Wi‑Fi connectivity was consistently unreliable, which caused considerable inconvenience. Additionally, the restaurant charges were overpriced compared to the quality and variety offered. Essential amenities such as the gym and laundry services were not complimentary, further diminishing the overall value of the stay. Based on this experience, I find it difficult to recommend this hotel to others seeking comfort and value for their money.

I have stayed at this hotel countless times, and it has become a bit like a second home to me, as I am lucky enough to know most of the staff.
The welcome is always warm and friendly, whether from the security team, the reception staff, the restaurant and bar staff, or the housekeeping team.
Although sometimes they lack a little tact, the atmosphere and goodwill are obvious and ever-present.
After a night flight, I arrived very early in the morning, and although check-in isn't until 2 p.m., the reception manager kindly gave me a room to rest in before my room was ready...
The breakfast is generous, quite varied, and the entire team, without exception, is lovely!
They are always attentive to all guests, with a smile!
Special mention goes to Sonia, who treats guests as if they were her personal guests.
The bar and pool staff are also very attentive.
The pool deck at this hotel is beautiful and offers a splendid view of Table Mountain.
The room with a balcony (view of the pool, beach, and Table Mountain) is huge and well maintained, thanks to the services of Natacha, who is very efficient and discreet.
The addition of a bathrobe and slippers would be welcome!
In short!
A very good stay in a super friendly place, surrounded by a lovely team, with the added bonus of unbeatable value for money.

minibar was empty, only 2 small lamps near the bed to light the entire room. As there were some switches that did not do anything I guess some lamps were not installed or simply did not work. Not enough electricity sockets, safe not working (2x intervention), no complimentary water in the room the first night. Quite chaotic reception. When asked if there is a hairdresser and when it opens we got 3 different answers... finally had to look up ourselves as staff at reception was not aware. Hotel is good enough if you are out all day and only come back to sleep.

The pasitives: The restaurant and bar staff were exceptional throughout our stay, and the food was consistently very good. In particular, Sally in the bar was outstanding. The view and beach location - stunning

The rest …

Our first room was in a dire condition: poorly presented, a small double bed and the so-called “balcony” was not fit to be described as such.

We were required to sign a document confirming use of the in-room safe, which did not work.

Maintenance attended twice and initially blamed me for incorrect programming; it was later confirmed the safe was broken.

We were relocated to a second-floor room. While marginally better, the balcony was filthy - it had 2 chairs but no table and just of a poor standard and had debris on it for a few days (before we raised it) - then every time the maid entered the room the balcony door was left unlocked! No facilities to dry swimwear on the balcony!

Doors throughout the hotel are extremely loud and resemble prison cell doors, causing repeated disturbance during the night.

- Curtains allowed excessive light
- Shower door was broken.
- Wooden toilet seat was chipped and dirty underneath.

Phone in the room did not work for the duration of our stay - despite reporting it on day 2

On 4 January our room was not cleaned despite repeated requests. No towels, tea, or coffee were replaced.

As the phone did not work, I had to visit reception three times before finally being given towels to take myself.

Housekeeping arrived at 7:30pm!. We requested tea, coffee, and toilet paper and were assured we would be first on the list the following day.

On 5 January, we left the room at 8:30am and returned at 4:30pm to find nothing had been done! So another walk down to reception…and we were asked to sit in the bar while the room was cleaned!

Pool areas are very tired and poorly maintained. The downstairs pool was inconsistently heated and appeared inadequately cleaned; at one point we observed the walls being wiped with a sponge but the sponge was then being rinsed in the pool - we stopped using the pool at that point and used the shower instead.

The decking at the downstairs pool was in poor condition with nails sticking up. We had to let a couple of other guests know as they had small children running bare foot near the nails!

Downstairs outside pool toilets were disgusting.

The rooftop area was unacceptable: dirty pool, unusable toilets, and generally filthy conditions with no staff visible and the pool is frankly disgusting!

The stairs into the rooftop pool are unsafe and the whole area is like an abandoned hotel that should be shut down!!!

Sunbeds and breakfast tables appeared to be “reserved” for some guests with no explanation or transparency for others. Is this service for all or just the chosen few?

We were granted a late check-out until 6pm at R240 per hour, payable on departure.

After all the issues experienced I double checked the extension a couple of days later and were told there was no record of this and that we would need to pay for an entire extra night (less breakfast).
This was then changed to the hourly rate which we couldn’t add to the room
to pay on departure were asked to pay for the extension immediately.. to then find on our check out day the key access had been removed - just one final thing to cause us frustration

The reception area is over staffed - there were often 6 people standing around doing nothing while your restaurant and bar staff are under resourced.

Overall, while individual staff members did their absolute best under difficult circumstances, the hotel as a whole is not operating anywhere near a four-star standard. The contrast between frontline staff effort and management execution was stark, and frankly disappointing.

Our stay at Lagoon Beach Hotel was disappointing overall, despite a few positives.

The rooms were clean and comfortable, and breakfast was good — these were the only aspects of our stay that met expectations.

Unfortunately, the rest of the experience fell far below standard. Porter services were not provided even after we requested assistance with our luggage, while other guests were assisted. This was unacceptable.

Public areas such as the foyer and glass doors were visibly dirty, creating a poor first impression. The pools appeared dirty and did not match the images advertised online, which led us to not use them at all.

On our first morning, we requested breakfast packs to be ready for collection at 08:30. When we arrived, they were not ready. Once provided, only 7 packs were prepared instead of the 8 requested, and we waited an additional 15 minutes before leaving.

We also requested an invoice, which has still not been provided despite follow-ups.

While the rooms and breakfast were good, poor service delivery, lack of communication, and weak management overshadowed the experience. Based on this stay, I would not recommend Lagoon Beach Hotel.

The hotel is dated and the state of the bathroom was shocking. How did it earn a four star rating?. There is a river that brings a lot of polluted muck into the lagoon next door and then onto the beach. Poor service and absolutely nothing else going on in the neighbourhood. We left after one night and had to keep coming back for 2 days to collect our delayed laundry

When we booked our partial sea view room, the website states we would would have a room with a balcony. After booking we were told this isn't guaranteed which is misleading and would only find out if we could get a balcony room on check in.

Prior ro making our booking we enquired whether the hotel provides halal breakfast, they confirmed they did which is why we then made the booking. After paying out deposit we were told that the hotel can't provide halal catering for the breakfast buffet as the supplier is closed but the restaurant would make arrangements for us. Upon check in we mentioned this arrangements to the reception who told us they would confirm this arrangements with the restaurant and get back to us. This never happened. When we were about to go down for the breakfast we called down to reception to check if arrangements were made we were told that no arrangements were made and the restaurant wasn't aware of any halal arrangements. Very disappointing service. We paid for something we never received.

The apartments were in a terrible state nothing like was advertised on booking.com. we did not stay the night as it was terrible

the views from the sea facing rooms are splendid and the location of the facility itself is value for money in terms of accessibility to a lot of the tourist attractions

Review: Lagoon Beach Hotel

We recently stayed at Lagoon Beach Hotel and, overall, had a pleasant experience. We travelled as a family, all in all 7 people.

The location is truly excellent — right by the ocean, with a beautiful beach and great proximity to Cape Town. It’s an ideal base for a relaxing beach and sun holiday while still being close to the city. The surroundings and views are a real highlight of the hotel.

The staff deserve special mention. They are genuinely friendly, welcoming, and service-minded, and you can clearly feel their ambition to do the right thing for guests. When issues do arise, staff are generally quick to try to correct them and are well intentioned throughout.

That said, there were a few areas where the experience was not entirely seamless. We experienced friction in the restaurant, particularly around food ordering and communication, as well as longer waiting times than expected. On a few occasions, promises were made that were not fully followed through, which was frustrating at the time.

However — and this is important — once we raised our concerns properly and discussed them with the Duty Manager, Debran, the response was excellent. From that point on, there was full attention, follow-up, and compensation where appropriate. The hotel showed a genuine willingness to listen, take feedback seriously, and ensure that our stay ultimately became a good one. That level of accountability and care says a lot about the management and the hotel’s ambition to improve.

In the restaurant, we would also like to give special thanks to Queenie, who provided outstanding service and was incredibly helpful — a real asset to the team.

In summary, Lagoon Beach Hotel is a very nice hotel with a fantastic location, a beautiful beach, and warm, friendly staff. While there are a few operational details that could be improved, the hotel’s openness to feedback and clear desire to make things right make it easy to recommend. With just a few refinements, this can be an excellent choice for anyone looking for a relaxed beach and sun holiday close to Cape Town

The Apartments of the Lagoon Hotel are probably a low 3 star standard. They don’t have air conditioning, the tiles in the bathroom are partly broken, from some shelves are only the fixing parts left, there are some mold spots and the fully open shower gives just a poor dripping.

This is the best place to be in Capetown. Loved the food from breakfast even to the restaurant food.The staff is very welcoming and friendly

My room was stunning and service was exceptional. The restaurant staff were very good and the bar man made the best frozen margeritas.

Lovely hotel approximately 15 minute drive from city centre. Great pool area with fantastic views of Table mountain and situated by the beach. Staff especially Mr Chris went above and beyond to ensure we were comfortable for our stay. Rooms were adequate and food and drink was good.

I would not hesitate to recommend and visit again in the future!!

The services provided from security to book in was exceptional. The services received from Camryn and her team at dinner was professional and excellent.

Very pleasant setting with a nice restaurant and bar, unfortunately the accommodation has no Fans/Aircon extremely hot and uncomfortable. The neighbors next door made noise in the early hours of the morning and openly smoked weed on the balcony.

We stayed here for 7 days last week and had a lovely stay, special mention to Sonia, Ronel and Natasha who went above and beyond during our stay and always had a massive smile.

We booked a room plus kitchen for a 2 week stay. We had two bedrooms, double plus twin, 2 bathrooms one with shower, one plus bath. An extremely adequate kitchen plus sitting room and balcony with sunbed overlooking the ocean. Cleaned every day if required. Staff very friendly and helpful everywhere in all aspects of the hotel . Would very happily stay here again

Have literally just checked in to an apartment in this hotel, and it is appalling.
The apartment was old, unclean and the bedding was dirty. The apartment door was damaged, showing signs someone had broken in, which is obviously why I had to sign a disclaimer.
We’ve now been moved to the only available other apartment, however I’m horrified to now discover the bathroom has been used, used soap, wet towel and floor mat.
What an horrendous stay to what had so far been a wonderful holiday.
Be very careful, Lagoon Beach is not 4 star!