This was a really mixed experience. I had booked a king suite, and my room was superb. I was checked in by a young woman called Lisa who was helpful and delightful, and a real credit to the hotel. Then things began to fall apart...
As readers may know, South Africa has very unusual plugs/sockets and normal 'international' travel adapters are no use. It is hard to find them outside the country, and 4/5 star hotels are (or should be) used to lending them to guests. This place had none on offer, and I had a panicked dash through the Victoria Mall trying to find an 'ordinary' shop (ie not expensive clothes, accessories, etc) to buy some, which I only just managed to do.
I ordered a drink at the bar to recover, signed for it... and was then hounded in my room by the staff telling me I had no credit in the hotel, despite having had them swipe my card. Apparently I should proactively have requested to be able to sign for things, otherwise it is 'not policy' to enable this to happen.
The breakfast buffet was good... but there was no proper welcome, and the staff were chaotic. When eventually shown to a table it was not properly laid, and there were dirty dishes on lots of the tables. I was bewildered to see staff pick up a dirty plate as someone finished eating... and then put it down on an otherwise clean table. Very chaotic and utterly uninterested serving staff - very very different attitude from Lisa mentioned above.
For all that - this is a good value hotel for its Waterfront location, with excellent rooms. But I'd want to retrain a lot of the staff I met, who put attitude well above service.