Home Suite Hotels Station House

Just love Station House - the location, the rooms, the fact that everything is so modern (eg facial recognition to enter the lift area), the buzzy vibe in the foyer, the lit-up street entrance.... cannot compliment it enough. Have now stayed there twice and it's my going to be my go-to accomodation choice when next in Cape Town. This time it was full for my dates, so I handed over my business card, saying "contact me if you have a cancellation". Thought nothing more about it until I got a call weeks later, and was offered an excellent rate too.

We booked the hotel for 15 nights and unfortunately (very sadly) after 6 days we found out that there was €365,- euro stolen from our (secured!!!) locker. We went to the reception on Saturday and the hotel manager came to our room to ‘read’ the locker details and movements from the last 6 days. (Since we checked in) On Monday, the hotel manager came back to us that they have found an indiscrepancy (on Wednesday 13-09) from reading the locker movements. The hotel advised us to declare with the police our story and start the investigation. In the afternoon we have spoken to two police officers and the hotel handed over all the evidence (camera footages and indiscrepancy locker). We did not hear anything from the hotel so we requested a conversation for Wednesday to discuss next steps and any solutions. Unfortunately the hotel manager came over and shared that the hotel is not going to compensate us for the situation that has happened and we need to wait till the investigation is over. From our point of few this is just unacceptable. As a guest from the hotel, staying for 15 nights, your money is stolen from your SECURED LOCKER in your room. This means that your own stuff is not even save in a secured locker. The fact that the hotel is not willing to compensate us at all and the very limited communication (every 2 days need to request yourself an conversation and asking about updates), we would highly recommend to think twice before booking this hotel. The way this is handled is not professional at all and again to be here in the hotel and need to wonder every time you leave your room if your personal belonings are save is a very bad experience!! We are very dissappointed by the way this has heen handled and the lack of communication from hotel management (we checked out and nobody said anything). In these kind off situation, you are expacting professionalism, empathy and kindness and unfortunately this was not the situation at all!!