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“ A seriously bad experience! ”

Hard Rock Cafe Cape Town
Ranked #317 of 1 253 Restaurants in Cape Town Central
Description: NOW serving Breakfast! Live it up on Beach Road Camps Bay and sample the local flavor at Hard Rock Cafe Cape Town. We’re serving up our world-famous menu items like our Local Legendary® Burger all day, every day! There’s no better place to unwind than at our café, where you can sip hand-crafted drinks with the famous Table Mountain and Lions Head Beach as the backdrop. With 550 square meters and a double-story deck overlooking the Atlantic Ocean, we’re the best spot to bring your friends, order a drink, and take in the 190-degree mountain and ocean views.
Restaurant details
Description: NOW serving Breakfast! Live it up on Beach Road Camps Bay and sample the local flavor at Hard Rock Cafe Cape Town. We’re serving up our world-famous menu items like our Local Legendary® Burger all day, every day! There’s no better place to unwind than at our café, where you can sip hand-crafted drinks with the famous Table Mountain and Lions Head Beach as the backdrop. With 550 square meters and a double-story deck overlooking the Atlantic Ocean, we’re the best spot to bring your friends, order a drink, and take in the 190-degree mountain and ocean views.
Reviewed 17 January 2018 via mobile

Went for dinner with a group of 6 friends, 3 of us sent the hamburgers back as they were cold. The manager came to the table to apologize and promised new ones! We indeed got the new burgers...but once again cold! We got another apology but with another offer to get the burgers replaced. At that stage we no longer wanted the meal to be replaced, neither a waiter saying that the burger was cold because we ordered medium rare! In the end the bill arrived and we paid the full price! Now the joke... when I left i was asked by the manager to come back again and try once again, giving them another chance! Seriously??? What for? A bad meal, poor management and you beg me to return?! I have been to many hard rock cafes around the world but this one is for sure the worst! Just because you have the name Hard Rock Cafe it doesn’t mean you can provide bad service!

Thank acarpanese
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockCafeSA, Guest Relations Manager at Hard Rock Cafe Cape Town, responded to this reviewResponded 18 January 2018

Good day acarpanese, thank you for your feedback. We are so sorry to hear about the experience that you had with us. We try to deliver Amplified Service and we failed to do so for you. We have raised these issues with the whole management team and we are looking into the best way to resolve these concerns. Please can you send us a message on smm@hrccapetown.com so that we can gather more information on exactly when you visited us and we can also speak to the appropriate team members. This is truly not the experience that we would want you to have and we once again apologize that this was the time that you had at the cafe.

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42 - 46 of 103 reviews

Reviewed 14 January 2018 via mobile

Couldn’t resist not going to Hard Rock, seeing as we were so close...
It’s in a Fantastic setting and sit upstairs if you can you will get spectacular views of the sunset over looking the Atlantic Ocean
I had my usual portion of pork ribs, a bit disappointing, the meat did not ‘fall’ off the bone like usual, but the pork was still tender, so not too bad, it’s with a visit if you are in the area, but mainly for the spectacular view...

Thank Laughing_boy1959
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockCafeSA, Guest Relations Manager at Hard Rock Cafe Cape Town, responded to this reviewResponded 15 January 2018

Good day Laughing_boy1959, thank you for your feedback. We are glad that you enjoyed the view. We are so sorry to hear that the food did not meet your expectation. We have raised these concerns with the management team and are looking at the best way to rectify our product. We appreciate you taking the time to write this review so that we are able to improve our guests experience and we hope that you will join us again at the cafe.

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Reviewed 9 January 2018 via mobile

It’s a really nice location in front of the sea.
You can sit outside and enjoy the sea breeze while eating fantastic burger!

Thank Florian K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockCafeSA, Guest Relations Manager at Hard Rock Cafe Cape Town, responded to this reviewResponded 10 January 2018

Dear Florian K, you rock! Thank you for your 5* review. We are so glad that enjoyed the view and that you had a fantastic burger. We cannot wait to have you at the cafe again :)

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Reviewed 8 January 2018

While The Hard Rock is an International Franchise, we still have to deal with the South African logic when it comes to Management!!
2 of the 7 White Wines were "Sold Out" - this on a Saturday at 18h00 during the first week of January!!
We ordered Burgers, (The Hard Rock - what else!!) and one portion of Onion Rings, which are on the menu.
Burgers arrived in 5 minutes of placing the order, impressive or maybe just too quick? No Onion Rings, after asking the friendly Waitron, who went to check if he placed the order on the computer, then went downstairs to the kitchen, only to return to say they too were "Sold Out" and sorry not available.
Hence, why have a menu with 3 items (that we tried to order/ they may have been more) that are not available?
Leaves a bad taste I think!
Will not be back in a hurry!
Good luck to the owners, hope the landlord has insurance!

    • Value
    • Service
    • Food
Thank GeoffC5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockCafeSA, Guest Relations Manager at Hard Rock Cafe Cape Town, responded to this reviewResponded 9 January 2018

Good day GeoffC5, thank you for your feedback. We are so sorry that you did not have a good experience with us. We try to have deliver a service that is of high quality and we failed to do so for you. We have raised these concerns with management and we are looking at the best way to rectify this situation as a team. We hope that this will not be lasting impression that you have of the cafe and we hope that you will give us a second chance to redeem ourselves.

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Reviewed 5 January 2018 via mobile

Being avid travelers, we often eat at the Hard Rock Cafe in whichever city we are in. Sadly our home restaurant gave us the worst service experience. We were greeted by a friendly front of house hostess and taken to our table upstairs to enjoy the beautiful view of Camps Bay.

After a few minutes, our waiter came to hand out our menus, introduce himself - Simba - and take our drinks order. He seemed quite curt - for a waitron. He then took our orders - he made a mental note - no written order. He repeated it back to us and we corrected him, and off he went to place our orders - and that was the last we saw of him!

Our starters came - a kg of peri peri wings - which was good. Then once done - no one came to clean our table or to check if everything was ok. There were 3/4 waiters hanging around chatting.

Then came our mains - and our dirty starter dishes and empty glasses were still on our table! So we cleaned it up and handed them to the waiters who brought our mains and only took the dirty dishes handed to them. We then had to ask another waiter for drinks - which didn’t come after 10m - we were 2m from the bar! It was a bottle of still water and a Mai Tai. Apparently she couldn’t punch in the order - our waiter had to and she didn’t know where he had gone to!

At this point our exasperation was visible. We asked for the bill and told the waitress who had supposedly placed our second drinks order to cancel it - at which point she brought the bottled water! Still no sign of Simba!

I then went downstairs and the waitress asked if I would like to speak to the Manager. Bob came over and introduced himself. I related our less than satisfactory experience to him and he apologized for our terrible service- which cost R1050! So it wasn’t a cheap lunch - this was for 4 drinks, 2 portions of wings, a portion of ribs, chicken fajita and a burger.

He mentioned that the reason there were no managers on the floor upstairs is that they were having a management meeting.
The upstairs was busy - and there were at least 4 waiters just standing around and it’s not a very big space upstairs- yet none of the waiters took the initiative to call a manager or solve the issue themselves.

I wasn’t very happy with Bob’s handling of the matter- but for the sake of the brand - I hope that they give their staff training on customer service.

Safe to say I won’t be going back.

Thank Vanessa N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockCafeSA, Guest Relations Manager at Hard Rock Cafe Cape Town, responded to this reviewResponded 7 January 2018

Good day Vanessa N, thank you for your feedback. We are deeply saddened to hear that this was the experience that you had with us. We try to deliver Amplified Service in every regard and we failed to do so for you. Thank you for taking the time to write this review to us so that we are able to address these issues with the management team. I have also raised your concerns with our general manager and we are looking into the best possible solutions in order for this not to happen again. Please can you send us an email at smm@hrccapetown.com so that we can investigate this matter further. We will definitely be carrying out more training with our team to ensure that the guest has the best possible time with us. We do not want this experience to be the lasting impression that you have of the restaurant and do hope that you will return in the future.

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