Urban Oasis at Four Seasons

Urban Oasis at Four Seasons 's response

Thanks so much for the review and please come back soon.

Urban Oasis at Four Seasons 's response

Hi Octavia, and thanks for the compliments. Much appreciated!

Urban Oasis at Four Seasons 's response

Hi Jon, thanks for the feedback and review. We are glad you enjoyed your stay with us.

Urban Oasis at Four Seasons 's response

Good day Celia and thanks for the feedback, we are glad you enjoyed your stay with us and hope to see you soon again.

Urban Oasis at Four Seasons 's response

Good day Marlize, and thanks for the review. Thanks for your support!

Urban Oasis at Four Seasons 's response

Good day,
we do have a property listing (Urban Oasis Aparthotel) where we have a coffee shop, restaurant, bars etc. in the building, and it seems that your booking was meant for this listing and not the one for our apartments here.
While we understand that this is not what you expected, we cannot really do anything about that as we receive the booking property-specific.
Maybe you can give our Apart-Hotel a chance with your next booking?
Thanks for now.

Urban Oasis at Four Seasons 's response

Hi Nichole, we are sorry to hear about the cigarette smell in the corridors. Our apartments (we manage 5 apartments in this building) are strictly non-smoking, but others are not, and the cigarette smell is unfortunately not contained in one unit.
We hope you had a nice time in Cape Town otherwise.

Urban Oasis at Four Seasons 's response

Good day Carla,
As we received this devastating review only 3 weeks after your stay, we can of course not check on the condition of the "torn and broken" furniture and bed, but we believe that this is not a true reflection of the situation as we had over 40 bookings since then with many very good reviews.
We strongly object to the insinuation that our photos are not recent and accurate as they indeed are exactly that.
We manage 5 properties in this building, and the listing contains images of all apartments in equal quantity.
We are of course disappointed that you did not enjoy your stay and would have loved to see you are comfortable in our apartment, but we have to accept that it is not always possible.

Urban Oasis at Four Seasons 's response

Good day Gerda, we are of course very disappointed by your review, especially because we cannot understand it at all. The area is one of the safest in the entire city with excellent security in the building itself, strict access control and CCTV coverage. With the main police station a mere 50 meters away and Parliament and their protection unit around the corner, we are glad to confirm that we have never had an incident in the more than 8 years we manage our apartments there. We are sad to see that despite all of the above security measures in the area you felt so unsafe that it prompted such as devastating review of our accommodation by yourself.
We are always trying to make our guests as comfortable as possible but have to accept that inner city living is not for everybody.

Urban Oasis at Four Seasons 's response

Hi Tracey, thanks for the feedback and compliments. We are glad you enjoyed your stay with us and hope to welcome you back soon.

Urban Oasis at Four Seasons 's response

Hi Benita, thanks for the feedback and apologies for the confusion at check-in. We offer 24-hour check-ins and can only do so when we have a reception desk that is open 24 hours, which is not the case in the properties where our apartments are located. We will try to be clearer about the check-in procedure so that we can avoid a re-occurrence.
We are happy you enjoyed your stay after the check-in issue was addressed and hope to see you again in the future.
Thanks again for your support.

Urban Oasis at Four Seasons 's response

Hi Schalk, we wish you had told us during your stay if anything was wrong with the towels or curtains. We keep plenty of spares and would have, of course, addressed it. We are sad that you did not enjoy your stay as much as we would have wished you had.

Urban Oasis at Four Seasons 's response

Hi Carol-Anne,
We are sad that you did not enjoy our apartment as much as we are striving for.
As we have no control over the communal areas of the apartment building (signage and design of the corridors) we want to respond to the issues raised directly related to the apartment and service.
While we do regular inventory, we dont always pick up items that went missing and all we can do is to apologize for this, we have of course used your feedback to replace the missing items. We are not sure how we can improve on the issue with the duvet, all our beds are either Queen or King size with the matching mattresses and bedding / linen.
For the benefit of our future guests who read this review: Should anything in the apartment be missing or not being to your satisfaction, please just let us know during your stay and we will immediately sort it out, we are only 3 minutes away from the apartment building.

Urban Oasis at Four Seasons 's response

Hi Willem, we are sorry to see that you did not like our service and while we wish that we had been able to meet your expectations, we take this opportunity to set the record straight for the benefit of our future guests:
We could not check you in earlier than our normal check-out time, but we also did not check you in late.
You enquired about a 07.00 transfer to a location 3.7 km away and we submitted the costing of our shuttle service and also offered to simply book an Uber for you as an alternative. Again, we are sorry we could not make this stay an enjoyable one but we will of course, keep on trying.

Urban Oasis at Four Seasons 's response

Good day Kobus, we are very sad to see that you did not enjoy your stay with us at all.
Your stay was during the night where the CBD had the heaviest rainfall in over 20 years and this was combined with 75 km/h winds. And yes, the panoramic window was leaking and yes, we could not do anything as it was too windy to open the window and fit new seals, however, we did fix it the next day.
All we can do at this stage is to apologize, we were simply not prepared for that kind of storm.

Urban Oasis at Four Seasons 's response

Good morning Sandra, thanks for the review, we are happy you enjoyed your stay with us. Our hotel is only 3 minutes away and we are always happy to bring more towels or anything else that might be required. Please let us know next time and we hope to see you soon again, thanks again for your support

Urban Oasis at Four Seasons 's response

Hi Ilze, thanks for the review, great to see that you enjoyed your stay with us. We are looking after 5 apartments in this property and the photos we display on our listing is a compilation of all 5 apartments. as they are very, very similar in size, lay-out and furnishings, we have grouped them under 1 listing.

Urban Oasis at Four Seasons 's response

Hi Wynand, thanks so much for the review and we hope to see you soon again.

Urban Oasis at Four Seasons 's response

Hi Nastasja,
We are managing 5 apartments in the Four Seasons Building, 2 of which are studios (open plan) and 3 are 1 bedroom apartments. The photos we display are accurate for each apartment, but are of course a compilation of all 5.
So the apartment you booked will only match some of the photos, not all of them as there are 5 different ones.
Sorry we could not meet your expectations, we will try to make it clearer that there are indeed 5 apartments, all similar in size and furnishings, but differ in lay-out.

Urban Oasis at Four Seasons 's response

Hi Jeanne Marie, sorry for the communication issue. We will in future send emails and phone messaging to make sure this does not happen again. We are glad you enjoyed your stay otherwise