Four Seasons The Westcliff

Just spent four nights here and it was a truly superb experience. The property overlooks a lush, upscale neighborhood, its hillside setting unique and stunning. Had the opportunity to utilize a wide variety of services, including spa, room service restaurant, car service and hosted a meeting in one of the conference rooms. Everything was 5 stars all the way, but the most amazing aspect of this property is its staff, I don't think I have ever experienced genuine hospitality like this. True professionals at every level, friendly, welcoming and concerned for the guest experience. Also (important in Joburg) I felt safe and secure at al times. Many of the public areas have had a refresh or are all new, including the luxurious lobby, but the rooms are in need of a refresh. That said, I would still stay here again without hesitation and am already planning my next visit.

I consider myself well traveled, and was very much looking forward to staying at the Four Seasons Johannesburg at the start (and end) of my trip to South Africa. Having some familiarity with the area, I had debated between this hotel and the Saxon and Park Hyatt, but ultimately the Four Seasons brand, together with a central location (for a history buff like me), won me over. After two stays, I now realize that was a mistake. As anyone who is reading this review would likely know, there are two types of “luxury” hotels in this world. There are “luxury factories” which provide a five fixture bathroom and turn down service — but very little else that an airport Hilton won’t provide, and there are true luxury hotels, which are places where the answer (if you so happen to need to ask a question) is always “yes.” Unfortunately, I believe the Four Seasons Johannesburg falls comfortably into the former category. This hotel very much feels like a fair to middling Ritz Carlton in California, where almost every guest is staying on points and almost every employee can’t wait for them to leave. Don’t get me wrong, this hotel has some good points. It’s well located for exploring Johannesburg and has a good looking hard product. The wait staff and the bell men are generally first rate. But, sadly, that is about as good of a compliment as I could give this hotel. The front desk staff is overwhelmed and harried. And the restaurants and bars are *exactly* what you would expect in *any* luxury hotel *anywhere* in the world. I understand that the hotel recently opened the bar in the lobby and I have to say that they made a huge mistake by not putting a real bar (with barstools) in that space. There is effectively zero bar scene at this hotel, apart from a few interior spots in Flames, which was mystifying to me, given that Johannesburg is not exactly a walk-about town. Putting aside the rote nature of this place generally, what surprised me most was how much this hotel did not match my service experience at any of my other Four Seasons’ stays. Four Seasons has long been my gold standard in hotels. This hotel was wide of the mark and I will tell you exactly how…. I was traveling with a friend (rather than my spouse), and for our final stay booked (and pre-paid) a “family room,” which is a unique two-room accommodation at this hotel. I did so because my friend and I had widely-varying flight departures and we wanted our own spaces as a result. As the hotel did with our initial stay weeks before, our arrival was preceded by multiple text messages, ostensibly trying to “welcome us” to the hotel. One of the messages asked for my friend’s full name and address so he could check in separately. When I replied that my friend may or may not actually check in at all, depending upon the availability of an early departure from Johannesburg, the hotel’s response asked me whether I would like to change our booking to a single room. I didn’t respond — because I was literally in the middle of a safari and did not want to explain to some random agent our lengthy, varying possible departure times from Johannesburg, depending upon connections and flight availability, etc. Moreover, since i had already booked (and paid) for our “family” room, I was annoyed by the request in any event. Guess what: the hotel made me wait well past check in time to have access to my “room,” and they downgraded us to a single room in any event. Of course, my friend’s flight was thereafter delayed, and I spent the evening worrying whether I was going to have to demand the hotel give him a separate room for free, since they had already given away our other room without my permission and without so much as a word to me. And yes, I checked, and the hotel was advertising that very night the same “family” room we had booked and prepaid — for hundreds of US dollars more than we had already paid. Where I come from, words that can describe the hotel’s behavior are “breach of contract” and “unfair business practices.” What I would not describe the hotel‘s behavior as is conforming with the “Golden Rule,” which Four Seasons so famously claims is its purported guiding principle. To add insult to injury, the single room to which the hotel moved me had dysfunctional air conditioning, which its engineer “fixed“ by closing off the door to my very overheated bathroom. That’s not Four Seasons treatment, folks! Q. Have you ever been downgraded, involuntarily, on any prepaid reservation—anywhere? A. Only at the Four Seasons in Johannesburg. The bottom line is that what this hotel delivers is inconsistent with both its price and certainly the Four Seasons brand. Next time I’m in Johannesburg, I will definitely try either one of the other competitive “luxury” hotels, or simply grab a Marriott, which will undoubtedly provide just as good service and a functional air conditioner. While I will personally give Four Seasons another shot elsewhere in the world, I would steer clear of them south of the equator in Africa.

A wonderful hotel. The staff were, without exception, all exceptional. I would like to also give huge credit to Mpho, who made my stay enjoyable and unforgettable. My initial room had a plumbing issue, and after reporting this; she took full ownership over ensuring the issue was rectified. I was upgraded from a Panoramic View King Bedroom to a suite, and also had my hotel transfer counted as complimentary as a goodwill gesture. To add to this, on the last night I ordered room service and Mpho kindly sent a few extra bits along with a handwritten card. I have stayed at some of the world’s best hotels, and rarely find service and customer focus delivered to this calibre. The hotel’s WhatsApp chat is quick to respond and helpful. The gym was well equipped with modern equipment, and my spa treatment was also very pleasant. Every moment in this hotel (once Mpho got involved) felt luxurious and comfortable. Thank you!

Staff on arrival friendly and rooms were of a decent standard. We were in a family suite. Gym equipment decent quality. We didn’t get chance to try the spa. What let’s this place down was the quality of service in the restaurant (Flames). We waited 30 mins for a table, then 30 mins for tea, then 30 mins for breakfast to arrive. Staff are clearly not trained and the manager seems to do all the running around. The food itself was ok, if a little expensive considering the prices elsewhere in Jo’berg. We were also sat in a remote area of the restaurant next to a door which wouldn’t shut properly, so it was very cold. Some people were wearing coats while eating! Lack of attention to detail is clearly an issue here The other issue is the only bar in the hotel is on the terrace of Flames which is not in the same building as reception and is open air. Surprising for a 5 star offering. All in all a disappointing offering for Four Seasons

What a pleasure to return to the 4S westcliff in Jozy’ One of the best place to stay in the city everything is perfect from check in to the breakfast rooms are just the good size with a balcony beautiful bathrooms and the kindness of the staff is unsurpassed you feel like royalty as soon as you step in. Special mention for the breakfast wich the best one around . Will definitely come back.